Understanding On-Demand Mobile Apps
During the early stages of a business, when processes and workflows are still being established, it's easy to adopt one of the many mobile solutions available on the market. But as businesses grow and their workflows become increasingly nuanced and complex, these one-size-fits-all solutions might not scale, taking a toll on organizational efficiency.
For continued growth, enterprises need a custom solution that not only adapts but is also powered by their needs.
Zoho Desk offers custom mobile solutions using its robust SDKs, combining native features and functionalities with that of other Zoho integrations to deliver high-performance and lasting impact.
If you're an enterprise user, you can commission exclusive mobile apps for your organization's customer support needs.
Why Should You Choose Zoho Desk On-Demand Mobile Apps?
Personalized for Your Workflows
Since on-demand apps are crafted exclusively for your needs, they will accommodate your processes precisely, obviating the need for alterations and workarounds, guaranteeing heightened productivity and operational efficiency. Consequently, you save significant time and effort.
Transparent Pricing
Custom apps are priced based on the number of hours it'll take us to build the app, factoring in the intellectual and manual efforts needed. When we share the initial quote, we will share the estimated number of hours along with a detailed cost breakdown, which will help you evaluate and make a decision.
Scalability and Flexibility
Built on Zoho Desk SDKs, the apps scale effortlessly to evolving business needs. They're built on a flexible framework that is receptive to future enhancements and updates.
Seamless Integration
On-demand apps are built on the same foundation as Zoho Desk apps. They also use the same APIs. Therefore, they integrate seamlessly into the Zoho Desk ecosystem, enabling a smooth flow of data and seamless communication between the applications.
Easy Adoption, No Learning Curve
Our approach to designing on-demand apps is highly collaborative. From initial wire framing to conversion into functional user interfaces (UIs), your input and suggestions are consulted every step of the way to ensure the completed product is easily usable. We apply Zoho Desk's tried and tested design principles and international standard accessibility guidelines to the app to make it intuitive and easy-to-use for everyone on your team.
Branded Experience
We'll deliver the requested app rebranded for your company. Rebranded apps provide a familiar experience for agents. It encourages adoption, reinforces company values, and keeps agents motivated.
In the case of customers-facing apps, branding helps increase awareness, gain recognition, engender trust, and inspire loyalty.
Eligibility
- Zoho Desk's custom mobile apps are available exclusively to companies with an enterprise subscription.
- The apps don't fall under the plan's benefits; they have to be purchased as an add-on at extra cost.
- Only help desk administrators can initiate the request for a custom mobile app.
Scope: Customer Support
The objective of our custom app venture is to help enterprises scale customer service through personalized mobile solutions. Our primary focus is ticketing apps that complement your help desk and fit into its ecosystem. Apps that don't contribute to customer service goals don't come under our immediate purview.
- We offer custom apps only for the iOS and Android platforms.
- The apps will be built using our software development kits (SDKs).
SDK
Software development kits, or SDKs for short, provide frameworks and templates that are a good starting point for building apps compatible with particular ecosystems or platforms. Zoho Desk offers four mobile SDKs, namely SDK for Agents, ASAP, Guided Conversations (GC), and Business Messaging.
Ticketing System: SDK for Agents
This SDK contains within it a ticketing system that agents can use to solve queries. It includes features such as ticket views, work modes, and more.
Self-Service: ASAP SDK
This SDK provides a self-service mobile widget that enables easy and instant access to your knowledge base, community, and your support team.
Conversational Self-Service: GC SDK
The GC SDK is for a widget that lets users get answers, raise tickets, and perform tasks by chatting with a bot.
In-App Chat Support: IM SDK
This SDK comprises code for a chat widget that can be embedded in any app. Messages sent via this widget will be received as conversations in your IM module, where agents can respond.
- They can be enriched with features from Zoho Desk Mobile, Radar, and other integrated Zoho apps such as CRM, Analytics, SalesIQ, etc.
- They will be rebranded with your company name and logo.
- You can also request that your brand colors be applied to the app.
- Any specific UI/UX suggestions from your end will also be accommodated.
- We consider the custom app project completed upon delivery. While we will handle bugs, we will not provide updates or accommodate retrospective enhancements.
Custom App Life Cycle: From Conceptualization to Delivery
The development of an on-demand mobile app is a multi-step collaborative process that requires your timely review and approval.
STEP 1: Request Submission
As an administrator in your help desk, you submit a request through Zoho Desk after reviewing the scope and accepting our terms and conditions.
A support request will be created on your behalf.
STEP 2: Requirement Gathering
We will contact you to get your requirements via email or call.
You can share brief (for example: I need an Android onboarding app that'll help new hires in my organization get self-started) to intricately elaborate (example, I need a facility management app that can be used by both employees to submit grievances and facility managers to resolve them. It must have QR-powered complaint filing and ticketing capabilities) requirements.
Please make sure to specify whether you need an iOS or Android app or both.
STEP 3: Analysis and Design
We will evaluate your request based on feasibility, development effort, timelines, and our current bandwidth. After validation, we will send you a design mock-up for review. You're welcome to collaborate with us to refine it.
Please make sure to finalize wireframes within three subsequent iterations to keep the project on track. We won't accommodate any tweaks to use cases or user flows once the design is finalized.
STEP 4: Payment
Our sales team will take over from here.
They'll send you a finalized quote calculated by factoring in the number of hours and resources our engineering team will need to build your app.
The shared quote is valid for a period of 30 days within which you must either accept or reject it.
Once you accept our quote, we will generate and send you an invoice.
STEP 5: App Development
Upon receiving payment, we will immediately start the development work and keep you posted on updates. Rest assured, your app will reach you in the agreed-upon timeline.
STEP 6: Hand-off and post-sales support
We will deliver the completed app in the agreed file format: IPA for iOS and APK for Android. You can publish it with your developer credentials to the respective online marketplace for use.
Please note that we will not be providing any updates to the apps after this. However, we will take responsibility and resolve any issues or bugs that turn up post-delivery.
You can request new features or enhancements to existing functionalities. These requests will be subject to the same process (from step 1 to step 6) outlined above.
Steps to Request a Custom Mobile App
- Log in to your Zoho Desk account with administrator privileges.
- Click the Setup icon at the top right.
- Locate and click on Mobile from the Developer Space category.
- Tap the Contact Us button in the Custom Mobile Apps tile.
5. Read and accept the service's scope and legal terms.6. Click Submit.
A ticket will be created on your behalf. We'll kick-start the process after this.
For queries, write to support@zohodesk.com
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