Case Study: SwiftKey improves in-app support with Zendesk Support Mobile SDK

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

SwiftKey uses Zendesk Support’s Mobile SDK to handle in-app support for its 300 million device install base. As the company grew, its team found that its previous support setup could not provide the analytics, mobile capabilities, or scale needed to help users effectively, especially with a lean team and a high volume of inquiries.

By embedding Zendesk Support’s Mobile SDK in the SwiftKey app, the company let users access help center content without leaving the app and passed app-level context into support requests. SwiftKey says the result is a self-service ratio of 70:1, with 90% of help center usage on iOS and Android, and that Zendesk Support helps save time by reducing tickets and giving the team more context when users need 1:1 support.

Swiftkey

Josh Greenwald

Community Support Lead