Mobile Experience in Zoho Desk
Nowadays, mobile apps are a mainstay of everyday life. Their ubiquity and popularity in large part is due to how convenient they are. Mobile apps make it possible to pay bills while lying in bed, check emails while commuting to work, and approve refunds while basking in the sun.
Adding a mobile app to your company's CX tech stack provides great flexibility to your employees. Agents can help customers from anywhere, anytime, with every bit of context at hand, resulting in faster resolutions and elevated customer experiences. Supervisors can assign tickets, monitor anomalies, handle escalations, and more, even when they're not in the office.
For customers, a branded mobile app serves as an exclusive support line through which they can reach your team instantly. It also doubles as a personalized marketing channel that you can use to send alerts, updates, and promotions, ensuring that your brand is always top of mind.
With Zoho Desk, you can provide seamless, mobile experiences to your agents and customers alike. We offer both prebuilt out-of-the-box applications and on-demand custom mobile solutions. You can also build your own apps by leveraging our all-encompassing software development kits (SDKs).
Prebuilt Apps
The Zoho Desk App: A Microcosm of the Zoho Desk Web Agent Experience
The Zoho Desk app is an agent-focused handy gadget that offers a seamless ticketing experience on the iOS and Android platforms. It is a mobile-friendly replica of Zoho Desk Web, comprising a context-aware ticketing workspace replete with features like ticket views and work modes for efficient prioritization, team feeds and private comments to promote internal collaboration, AI-powered intelligence and productivity tools, and more.
The app incorporates mobile-specific features like gesture control, push notifications, Siri shortcuts, and widgets to make it feel like part of the mobile ecosystem.
Feature Highlights
- Solve tickets on-the-fly using the comprehensive ticketing interface.
- Organize, prioritize, and work more efficiently using ticket views and work modes.
- View all the necessary context congregated in one place via the ticket detail view.
- Understand whom you're dealing with better using a detailed contact overview including past interactions, provided feedback, and purchase history pulled in from CRM.
- Send quick, error-free, on-brand replies with templates and snippets.
- Ensure replies are sent to customers at an ideal time by scheduling them.
- Match your responses to the customer's state of mind using AI sentiment analysis.
Who's this app for?
If you're an agent in Zoho Desk looking for a comprehensive customer support tool to help your customers and team even when you're out of office, then look no further than the Zoho Desk app.
Resources: Zoho Desk Mobile App Knowledge Base
Radar by Zoho Desk: An Easy-To-Use, Made for Monitoring Tool
Radar by Zoho Desk is primarily a monitoring tool that supervisors and team leaders can use to track help desk health, team and individual agent performance, and operational efficiency. It boasts a lightweight ticket module with all the essential trappings like views, reply templates, and snippets, properties panel, history, and more that they can use to handle escalated tickets.
Feature Highlights
- Monitor and manage your help desk performance and operations using Insights and Dashboards.
- Get notified instantly when there's a dip in customer happiness, average handling time, and first contact resolution by setting up Exception Alerts.
- Get a detailed account of key help desk events using Daily Toasts.
- Control who can access what in Radar using Radar Permissions.
- Download productivity boosters like Checklists, ChatGPT for Zoho Desk, and more.
- Reach your customer's location faster and provide satisfactory field service using the Geolocation for Zoho Desk extension.
Who's this app for?
- Managers or team leads wanting to manage agents and the help desk remotely
- Agents who need a simple and easy-to-use solution for on-the-fly support and timely updates.
- Field service agents who want to be punctual for their appointments.
Resources: Radar by Zoho Desk Knowledge Base
On-Demand Applications: For Personalized Customer Support Solutions
For companies on the lookout for solutions to satisfy their unique business needs, we offer to build apps on demand at a reasonable price. Built using the powerful SDKs of Zoho Desk and other Zoho services, these apps integrate seamlessly into the help desk ecosystem and readily accommodate your teams and processes without the need for adjustments and workarounds.
Key Features
- Available to enterprise customers as an add-on.
- Priced transparently based on the complexity of your requirements.
- Designed to reflect your company's branding.
- Available for both Android and iOS platforms.
- Fits effortlessly into your help desk ecosystem.
- Packed with all the features and functionalities you need.
- Guaranteed on-time delivery.
- Scales effortlessly and is flexible for future needs.
Resources: Understanding On-Demand Mobile Apps
Who's this for?
- Companies with nuanced or niche customer service requirements who want to explore options beyond off-the-shelf apps.
- Companies looking for personalized, branded solutions in the customer support domain.
- Companies that want to outsource the conceptualization and development of their custom apps.
Zoho Desk's Mobile SDKs
Zoho Desk SDKs are available as downloadable software packages that developers can use to incorporate Zoho Desk's features and functionalities into mobile applications. They comprise libraries, APIs, documentation, code samples, and debugging guides to help expedite the development process and make it hassle-free.
Who's this for?
- Businesses that already have mobile apps and want to easily integrate customer support or self-service capabilities into them.
- Businesses that want to quickly develop a customer support solution.
The Agent SDK: Enrich Any App with Ticketing Capabilities
The agent SDK contains code and UI components pertinent to the Zoho Desk ticketing experience. Using this SDK, you can add an interface from which agents can view, pick, reply to, and close tickets to any Android or iOS mobile app.
The SDK's APIs ensure tickets and customer context are brought in from the Zoho Desk web application.
Who's this for?
- Businesses that already have mobile apps and want to easily integrate customer support or self-service capabilities into them.
- Businesses that want to quickly develop a customer support solution.
Available for iOS and Android.
The SDK contains code and UI to plug and play:
The Ticket List View
Functionalities: View and assign tickets, update status, and more.
The Ticket Detail View
Functionalities: View/update details, read conversations, send replies, add comments, and more.
The Reply Editor
Functionalities: Type and send replies, include attachments, snippets, and templates, and set them to private or public.
The Comment Editor
Functionalities: Type and post comments with attachments, and set them to public or private.
ASAP SDK: In-App Support
You can use the ASAP SDK to include a self-service widget in any of your iOS and Android apps. The self-service widget acts as an in-app help center connecting users to your knowledge base, community, and support team. Users can raise a ticket, start chats, and even get help from digital agents.
The ASAP SDK allows for granular customizations like selecting which help center service to display, color themes, launcher behavior, live-chat availability, offline message, and more.
Available for iOS, Android, React, and Flutter.
Business Scenarios
- Adding the ASAP widget to an ecommerce app enables customers to get timely help without exiting the app. They can read policy documentation and participate in a dedicated community forum to read reviews, share feedback, and get exclusive information about sales.
- A resort manager adds the ASAP widget to their company's mobile app to help customers access FAQs, inquire about availability and prices, share grievances, and cancel bookings effortlessly.
Key Features
- Provide users with in-app access to the knowledge base, community, and other self-help materials.
- Enable users to raise and track their tickets without exiting the app.
- Ensure secure access to your team and resources by adding an authentication layer to the widget.
- Facilitate instant access to your team using SalesIQ chat and Business Messaging.
- Enrich your app with conversational self-service capabilities using the GC Bot.
- Provide 24/7 support using the AI Answer Bot.
- Empower users with an inclusive self-service experience via text-to-speech.
- Quickly connect users to what they're looking for via in-article search.
- Make help available in multiple languages.
Resources: ASAP SDK Knowledge Base
Guided Conversations (GC) SDK: Self-Service Conversations Driven by Bots
With the GC SDK, you can add a bot-assisted self-service layer to your mobile apps. Your users can get solutions to their queries by chatting with a bot, which collects information and escorts them towards the correct solution using pre-built conversation flows. Users also have the option to escalate the conversation to a human agent midway.
Available for iOS, Android, and Flutter.
Business Scenario
An insurance company can integrate a customized GC widget (via the GC SDK) with their app. The GC bot will collect the customer details progressively and help them in selecting the right insurance policy.
Feature Highlights
- Provide 24/7 support to customers within the app using GC Bots.
- Make it possible for users to avail human assistance at any time during the conversation by providing Agent Handoff.
- Enable theme color customization to align with the app’s branding.
- Enable the user to search for a location or pin and share their current location in chats by implementing the location block in flows.
- Provision to clear all locally stored data for better privacy and performance is available.
- Activate logging features specifically for developers, accessible only in debug mode to aid in troubleshooting and development.
- Allow session variables to be set or updated directly from the user’s device for real-time and personalized interactions.
Resources: Guided Conversations SDK Knowledge Base
Business Messaging SDK: In-App Chat Software
This SDK contains code for a chat widget for mobile devices. The widget transforms any app into a support channel from which users can chat with your support team. Messages sent via the widget will be collected in your help desk's instant messaging module, from which your agents can respond right away.
Available for iOS, Android, and Flutter.
Business Scenario
A food delivery service embeds the business messaging widget in its app to provide in-app chat support. A customer having an order-related query or grievance can talk to the support team instantly without leaving the app. By making help readily available, the food delivery app transforms an otherwise frustrating experience into trust, fostering lasting customer loyalty.
Feature Highlights
- Allow users to start chats directly from anywhere within the app.
- Provide round-the-clock support by deploying Zia's answer bot.
- Enable seamless bot-to-agent transfers.
- Comes in customizable dark and light themes.
Resources: Business Messaging SDK Knowledge Base
For queries, contact support@zohodesk.com
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