Case Study: SwiftKey improves in-app support and self-service with Zendesk Guide

Swiftkey uses the Mobile SDK to power in-app support for a 300m device install base

SwiftKey needed a better way to support a growing mobile user base. Its six-person team had outgrown UserVoice because it could not provide the analytics, mobile capabilities, or flexibility the company needed as inquiries increased and support became more fragmented.

SwiftKey implemented Zendesk Support and the Mobile SDK to let users access help without leaving the app and to pass device and app data into support cases. With Zendesk Guide, the company reached a 70:1 self-service ratio, meaning one ticket was created for every 70 help center views, and the team could resolve issues faster with more context and spend less time collecting basic device information.

Swiftkey

Josh Greenwald

Community Support Lead