In June, Google decided to update Google Play with a very useful feature for developers: the ability to respond to the user reviews attached to their apps in the store. The feature is an important one, allowing developers to respond to criticisms, provide updates on necessary upcoming fixes, and perhaps most importantly, communicate directly with their users. Google’s decision to introduce the feature made it clear the App Store needs to revamp its customer support—and developers agreed.
Apple has yet to introduce any sort major overhaul to its App Store customer support and rankings. However, Freshdesk, creators of cloud-based help desk software, introduced a product today that provides direct, in-app customer support for iOS developers.
The free “MobiHelp” SDK allows a developer to implement customer support directly within their iOS apps using a single line of code. This will allow developers to not just respond to comments in the store like Google Play, but also communicate directly with their users from within the app. From there, devs can view and respond to feedback inside of FreskDesk HTML5 app on the desktop or mobile:
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… MobiHelp constantly monitors for crashes and sends automatic crash reports directly to the developer. This is monumental for developers looking to tweak a problematic code before it drives away crucial users. 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 even proactively engage them on social media.
Good news for developers interested in taking advantage, Freskdesk is also making the service available for free:
Knowing that tight budgets underlie many development ventures, the Freshdesk MobiHelp SDK is free. What’s more, since Freshdesk already offers a freemium pricing model where the first agent is free forever, app developers can download the MobiHelp SDK, integrate it into their apps, and get started supporting customers through Freshdesk without ever having to whip out their credit cards.
Developers can request an invite to the MobiHelp SDK on Freskdesk’s website here.