Case Study: SwiftKey achieves mobile‑first in‑app support for 300M+ devices and a 70:1 self‑service ratio with Zendesk

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

SwiftKey, the predictive keyboard app with a 300M+ device install base, faced a scaling challenge: a lean support team had to assist millions of mobile users across Android and iOS but lacked mobile analytics and the ability to deliver efficient in‑app help. Their previous tool (UserVoice) couldn't meet growing needs, and thousands of store inquiries made one‑to‑one support impossible.

SwiftKey embedded Zendesk Support, Guide and the Mobile SDK to deliver a mobile‑first Help Center inside the app, pass device/app data for faster triage, and serve contextual content based on platform. The result: 90% of Help Center activity happens on mobile, a 70:1 self‑service ratio (70 visits per ticket), faster resolutions, better insights for content updates, and an overall higher‑quality support experience.

Swiftkey

Josh Greenwald

Community Support Lead