Blog tagged as in-app support

For a while now I am contemplating about why companies choose one custserv solution over another. After all the market is pretty crowded. Vendors have a hard time to differentiate themselves. Just looking at G2Crowd one finds 88 Help Desk Solutions. Larger organizations are likely to be influenced b...

Soon there will be an additional in-app customer service channel. So far we have a bunch of service channels, most of them requiring the user to leave the app to

• Pick up the phone for a call
• Browse for self support
• Open up an additional chat window
• Take on the social media channels
• Move on to ...

Mid of April I published an article about the mobile in-app support landscape that, amongst other players, touched on Zendesk. In this article I stated: “Zendesk is not a mobile native. Their chat widget integrates into web pages and the company does not offer in-app chat. Instead the company offers...

In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the app, using in-app messaging. This way the advantages of being able to send relevant contextual information about the state of the app to the service agent and the a...