We’re excited to announce the beta release of the ClickDesk Android App. Agents can now use the app on their Android-powered mobile devices to take and initiate chats, analyze web visitor activity, follow up with help desk tickets, and much more. Mobile integration has been central to ClickDesk’s live support software from the beginning, but until now we’d been relying on third party apps such as Google Talk (Gtalk) and Skype.
While GTalk/Skype provided the convenience of handling chats and calls from mobile, reliance on third parties to power this functionality brought with it a range of issues and maintenance hassles. Limited by Google and Skype, we couldn’t provide on mobile the outstanding live chat and ticket functionality you’ve come to expect. With the introduction of Hangouts in 2013, Google stopped supporting XMPP, making it so that a number of outside apps could no longer communicate with Google Talk. Similarly, Skype created more and more issues for third-party apps with every update of their software, so much so that we’ve had to discontinue Skype support.
While ClickDesk’s agent panel has long given agents complete power on laptops and desktops, the only way for us to provide a complete cross-platform solution was to invest in a mobile app that would bring the power of the agent panel to mobile. We learned from the issues with Gtalk and Skype and have left third-party reliance behind in creating this beautiful new app. Get ready to experience the awesome live chat and helpdesk functionality you’ve come to expect from ClickDesk, anytime and anywhere!
Consistent with our new streamlined UI design in the webchat panel, the Android app has a minimalist design with four basic tabs: Chats, Tickets, Visitors and Agents. From the tabs you can chat directly with your web visitors, see visitor details such as time on site, location, browser and activity level, update tickets and manage agents.
Swiping right or left gives you access to advanced features and functions, such as ticket sorting and chat shortcuts.
Check out our ClickDesk Android App page for complete details about our new mobile experience. We’re committed to creating a convenient and dependable mobile experience for agents, helping you provide the best customer experience in the world. We hope you enjoy using the new Android app!
PS. An iOS app is in the works. Stay tuned.