Freshdesk, a cloud-based help desk software announced today the debut of MobiHelp, a free mobile SDK for iOS developers. MobiHelp is designed to solve the growing problem of poor customer support within mobile applications.“Consumers don’t spend much time trying to figure out apps. If they don’t get it within the first few minutes, chances are they’re never coming back,” says Zach Baker from Ultragalactic Corporation, a current Freshdesk customer. “With MobiHelp, we get to share solutions with our users, and they can talk to us directly from the app.”
The Freshdesk MobiHelp SDK is free. With Freshdesk’s MobiHelp SDK, app developers can integrate their Freshdesk help desk into their apps with just a single line of code. Developers get to use all the customer support capabilities in Freshdesk to automate workflows, identify critical issue areas and complete the conversation loop with their users.
Freshdesk converts each user feedback into support tickets where developers can mark status and manage their progress. Further, MobiHelp automatically pulls in the user’s app and device ID so that developers receive fine-grained details about the user’s environment.
Freshdesk’s MobiHelp constantly monitors for crashes and sends automatic crash reports directly to the developer. These crash reports are aggregated along with the customer support tickets coming from within the application.In addition to in-app support, developers can use Freshdesk to support users through traditional channels like email and their website and proactively engage them on social media.
For particularly difficult issues, users can even submit support tickets directly to customer service agents. Users can also supply feedback, share suggestions, and report issues to developers through the integrated chat box in MobiHelp. Plus, there’s no need to sign up or create a login with any other service.
“Smart devices and social media together have been able to connect people across the globe and break geographic barriers. Yet, users need to create new logins, use different tools and generally jump hoops just to give feedback to developers for apps they use everyday,” says Freshdesk CEO, Girish Mathrubootham. “Freshdesk MobiHelp brings the critical piece of user engagement right inside the app, and bridges the gap between iOS developers and the users of their apps.”