Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere

Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere

Behind the scenes of a successful ticketing system - BTS Series

Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere


The App Support Across Platforms (ASAP) add-on for Zoho Desk is an independent application that integrates help center capabilities directly into your product to offer in-app self-service options for your users. Customers can use the ASAP widget to access help articles, connect with customer service representatives, and engage with other users without leaving the page they are on.

Help customers help themselves

We're excited to announce that we have improved our ASAP help widget for customers. The new ASAP widget is now available for both web and mobile platforms with a single configuration. It's easy to customize your self-service channels and branding elements to provide a seamless customer experience.

You can showcase the same help widget across all pages of your website or implement a unique add-on for each page. This method provides contextual support tailored to your customers, enhancing the customer service experience by offering immediate assistance without placing additional burdens on support agents. 

With our new ASAP feature, businesses can integrate a 24/7 help center service into their website or app interface. This allows end-users to access customer support without needing to navigate multiple windows, allowing them to find solutions more quickly and efficiently find solutions—all without leaving the application.

Fit your brand's style

Extend your brand identity to the ASAP help widget. You can exercise complete control over everything from support functionalities to themes, icons, logos, font styles, and more.

Benefits of adding a help widget to self-service apps

Glide through the following tips for a smooth and cohesive experience throughout your support journey.

Enhanced user experience

A help widget provides immediate assistance, reducing user frustration and improving satisfaction. It allows users to access help without leaving the app.

Reduced support costs

By offering self-help resources (e.g., FAQs, guides, or chatbots), the widget can resolve common issues without requiring human intervention. This reduces the volume of support tickets and lowers operational costs.

Increased user retention

Users are more likely to continue using an app if they can quickly resolve issues or find answers to their questions. A help widget reduces the likelihood of users abandoning the app due to confusion or frustration.

Proactive support

Help widgets can proactively offer assistance based on user behavior, such as suggesting relevant articles or tutorials when a user seems stuck. This can prevent issues before they escalate.

Accessibility and convenience

A help widget is always accessible, providing users with instant support whenever they need it. It also eliminates the need for them to search for external help resources or contact support through other channels.

Data-driven insights

Help widgets can track user interactions, providing valuable data on common pain points or frequently asked questions. This information can be used to improve the app, update help content, or prioritize feature development.

Brand trust and credibility

Offering readily available support demonstrates a commitment to user success, building trust and credibility. Users are more likely to perceive the app as reliable and user-friendly.

Multichannel support integration

Many help widgets integrate with live chat, email, or phone support, offering users multiple ways to get help. This ensures that users can escalate issues if they can't meet their needs with self-help options.

Improved onboarding

A help widget can guide new users through the app’s features and functionalities to improve onboarding and reduce the learning curve.

Competitive advantage

Apps with built-in help widgets stand out from competitors by offering a more supportive and user-centric experience. By incorporating a help widget, self-service apps can empower users, streamline support processes, and create a more positive overall experience.

Support customers on the channel of their choice

Supporting customers on the channel of their choice is essential for fostering strong relationships, enhancing satisfaction, and ensuring effective communication. Here’s a more detailed look at what this entails: Customers today prefer different channels for communication, including phone, email, live chat, social media, and in-person interactions. Understanding which channels your customers favor can help you improve their experience significantly.

Providing help center services via widget delivers instant assistance to your customers  

The ASAP software development kit (SDK) for Android and iOS provides easy access to help your mobile app's end users. Using this SDK, you can create and customise a help widget within your app, providing end-users with easy access to the help centre services.

Truly mobile  

Enable mobile app users to find solutions in their knowledge base quickly and community with in-app search and text-to-speech capabilities. Enhance the experience by placing help buttons right where your customers need them.

Conclusion

Customer expectations are evolving fast, and our team highly recommends using the ASAP help widget to enhance your customer service.

Please stay tuned for more Desk behind-the-scenes series.


Regards,


Kavya Rao

The Zoho Desk Team

Idea

Also, read:

Behind the scenes of a successful ticketing system (BTS Series)


Further reading:

The Wheels of Ticketing Series

    • Recent Topics

    • Zoho CRMの流入元について

      Zoho CRMとZoho formsを連携し、 formsで作成したフォームをサイトに埋め込み運用中です。 UTMパラメータの取得をformsを行い、Zoho CRMの見込み客タブにカスタム項目で反映される状況になっています。 広告に関してはUTMパラメータで取得できているため問題ないのですが、オーガニック流入でフォーム送信の場合も計測したいです。メールやGoogle、Yahoo、directなどの流入元のチャネルが反映されるようにしたいのですが、どのように設定したら良いでしょうか。 また、
    • update linked contacts when update happens in account

      Hi, I have a custom field called Licence in the Accounts module. When someone buys a licence, I’d like to update a custom field in the related Contacts. How can I achieve this? I noticed that workflows triggered on Accounts only allow me to update fields
    • Error While Sign in on Zoho Work Drive

      Dear Team, I hope this email finds you well. I have recently created a Zoho account and started using it. But while I am trying to log in to Zoho work drive it won't log me in its crashing every time I try it. I have tried it on android app, phone browser
    • Choosing a portal option and the "Unified customer portal"?

      I am trialling Zoho to replace various existing systems, one of which is a customer portal. Our portal allows clients to add and edit bookings, complete forms, manage their subscriptions and edit some CRM info. I am trying to understand how I might best
    • Support new line in CRM Multiline text field display in Zoho Deluge

      Hi brainstrust, We have a Zoho CRM field which is a Muti Line (Small) field. It has data in it that has a carriage return after each line: When I pull that data in via Deluge, it displays as: I'm hoping a way I can change it from: Freehand : ENABLED Chenille
    • How to create a Zoho CRM report with 2 child modules

      Hi all, Is it possible to create a Zoho CRM report or chart with 2 child modules? After I add the first child module, the + button only adds another parent module. It won't let me add multiple child modules at once. We don't have Zoho Analytics and would
    • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

      Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow
    • First day of trying FSM in the field.

      What we found. 1. with out a network connection we were unable to start a service call? 2. if you go to an appointment and then want to add an asset it does not seem possible. 3. disappointed not to be able to actually take a payment from within the app
    • Unified Directory : How to Access ?

      I signed in to Zoho One this morning and was met with the pop up about the upgraded directory (yay!) I watched the video and pressed "Get Started" ... and it took me back to the standard interface. How do I actually access the new portal/directory ?
    • Translation support expanded for Modules, Subforms and Related Lists

      Hello Everyone!   The translation feature enables organizations to translate certain values in their CRM interface into different languages. Previously, the only values that could be translated were picklist values and field names. However, we have extended
    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use
    • Unified task view

      Possible to enable the unified task view in Trident, that is currently available in Mail?
    • Bigin, more powerful than ever on iOS 26, iPadOS 26, macOS Tahoe, and watchOS 26.

      Hot on the heels of Apple’s latest OS updates, we’ve rolled out several enhancements and features designed to help you get the most from your Apple devices. Enjoy a refined user experience with smoother navigation and a more content-focused Liquid Glass
    • Importing data into Assets

      So we have a module in Zoho CRM called customers equipments. It links to customers modules, accounts (if needed) and products. I made a sample export and created extra fields in zoho fsm assets module. The import fails. Could not find a matching parent
    • Allow instruction field in Job Sheets

      Hello, I would like to know if it is possible to have an instruction field (multi line text) in a job sheet or if there is a workaround to be able to do it. Currently we are pretty limited in terms of fields in job sheets which makes it a bit of a struggle
    • Streamlining Work Order Automation with Zoho Projects, Writer & WorkDrive

      Hello Community, Here is the first post in 'Integration & Automation' Series. Use Case :: Create, Merge, Sign & Store Documents in Zoho WorkDrive. Scenario :: You have a standard Work Order template created in Zoho Writer. When a task status is chosen
    • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

      The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses
    • The dimensions of multilingual power

      Hola, saludos de Zoho Desk. Bonjour, salutations de Zoho Desk. Hallo, Grüße von Zoho Desk. Ciao, saluti da Zoho Desk. Olá, saudações da Zoho Desk. வணக்கம், Zoho Desk இலிருந்து வாழ்த்துகள். 你好,来自 Zoho Desk 的问候。 مرحباً، تحيات من Zoho Desk. नमस्ते, Zoho
    • Multi-line address lines

      How can I enter and migrate the following 123 state street Suite 2 Into a contact address. For Salesforce imports, a CR between the information works. The ZOHO migration tool just ignores it. Plus, I can't seem to even enter it on the standard entry screen.
    • Accessing Zoho Forms

      Hi all, We're having trouble giving me access to our company's Zoho Forms account. I can log in to a Forms account that I can see was set up a year ago, but can't see any shared forms. I can log into Zoho CRM and see our company information there without
    • Archiving Contacts

      How do I archive a list of contacts, or individual contacts?
    • Cost of good field

      Is there a way we can have cost of good sold as a field added to the back end of the invoicing procedure and available in reports?
    • How to add image to items list in Invoice or Estimate?

      Hello! I have just started using Zoho Invoice to create estimates and, possibly to switch from our current CRM/ERP Vendor to Zoho. I have a small company that is installing CCTV systems and Alarm systems. My question is, can I add images of my "items" to item list in Zoho Invoice and Estimates and their description? I would like to show my clients the image of items in our estimates so they can decide if they like these items. And I tell you, often they choose more expensive products just because
    • Issue with the Permission to Zoho Form

      I am getting an error by signing in to zoho form as it is stated that i don't have permission to access this is admin account
    • CRM templates

      Hello everyone, In my company we use Zoho campaigns where we set up all newsletters and we use Zoho CRM for transactional emails. I have created some templates in Zoho campaigns but from my understanding i cannot use those in Zoho CRM, right?
    • Converting Sales Order to Invoice via API; Problem with decimal places tax

      We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in
    • Meet Canvas' Grid component: Your easiest way to build responsive record templates

      Visual design can be exciting—until you're knee-deep in the details. Whether it's aligning text boxes to prevent overlaps, fixing negative space, or simply making sure the right data stands out, just ironing out inconsistencies takes a lot of moving parts.
    • Addin Support in Zoho Sheet

      Is there any addin support available in zoho sheet as like google marketplace to enhance productivity by connecting with other apps, providing AI data analysis, streamlining business processes, and more?
    • Where to integrate Price Book and Product List Price

      Hello, We sync zoho crm all modules with all data to zoho analytics. In zoho crm, we have "Price Books" and "Products" modules, where each product is assigned to a few price books with different list prices. From zoho crm, I am able to export a dataset
    • Pending Sales Order Reports

      Pending sale order report is available for any single customer, Individual report is available after 3-4 clicks but consolidated list is needed to know the status each item. please help me.
    • How to export project tasks, including the comments

      Hi, how can I export the project tasks, whereby I can also see the comments associated to a specific task? The use-case is that often we use comments to discuss or update a task related ideas. I would like to export the tasks, where we can also see the
    • Zoho Mail SMTP IP addresses

      We are using Zoho Mail and needs to whitelist IP for some redirections from your service to another e-mails. You can provide IP address list for Zohomail SMTP servers?
    • Migrate Your Notes from OneNote to Zoho Notebook Today

      Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import
    • Deluge sendmail in Zoho Desk schedule can't send email from a verified email address

      I am trying to add a scheduled action with ZDesk using a Deluge function that sends a weekly email to specific ticket client contacts I've already verified the email address for use in ZDesk, but sendmail won't allow it in its "from:" clause. I've attached
    • Zoho Campaigns - Why do contacts have owners?

      When searching for contacts in Zoho Campaigns I am sometimes caught out when I don't select the filter option "Inactive users". So it appears that I have some contacts missing, until I realise that I need to select that option. Campaigns Support have
    • Bigin Android app update: User management

      Hello everyone! In the most recent Bigin Android app update, we have brought in support for the 'Users and Controls' section. You can now manage the users in your organization within the mobile app. There are three tabs in the 'Users and Controls' section:
    • Email Integration - Zoho CRM - OAuth and IMAP

      Hello, We are attempting to integrate our Microsoft 365 email with Zoho CRM. We are using the documentation at Email Configuration for IMAP and POP3 (zoho.com) We use Microsoft 365 and per their recommendations (and requirements) for secure email we have
    • One Contact with Multiple Accounts with Portal enabled

      I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and
    • End Date in Zoho Bookings

      When I give my appointments a 30 minutes time I would expect the software not to even show the End Time.  But it actually makes the user pick an End Time.  Did I just miss a setting?  
    • Zoho Commerce

      Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not
    • Next Page