Zendesk, the online customer service platform, has announced a new feature called Embeddables which allows companies to build customer support and engagement features directly into apps, websites and games.
Zendesk Embeddables uses a new mobile software development kit (SDK) and Web widget to allow organizations to offer support and real-time chat to customers directly through their apps and websites. Customers don’t need to visit a separate section or leave an app to get help.
According to a recent Gartner study, by 2017, 35 percent of all customer support will take place via mobile devices. Adrian McDermott, Zendesk’s senior vice president of product development, says: “Our mission is to help organizations build long-term relationships with their customers. Embeddables strengthen those relationships by putting engagement with customers directly in the right place at the right time.”
As well as being more convenient for customers, Embeddables give customer service agents more context. On mobile, they’ll be able to gather more technical details about a device and where in an app the issue occurred.
Embeddables is being made available as a free feature for current Zendesk customers. It’s already been rolled out by organisations including Getaround, Slack and SwiftKey.
➤ Embeddables [Zendesk]