Brands engage app reviewers with Zendesk, Google integration

Zendesk, the cloud-based customer support platform, that allows quicker and easier interaction between businesses and customers, has integrated with Google Play; allowing businesses to turn app reviews into proactive customer conversations. With this integration, organizations can respond directly from Zendesk every time a customer submits a review on Google Play, helping to build relationships where customers are sharing their experiences.

Billy Robins, Director, Business Development, Zendesk, says:

“The lines between customer service and marketing continue to blur, and ultimately, customers make the decisions about which channel they want to use for support. With our Google Play integration, we are helping businesses be proactive when it comes to interacting with their customers. Responding directly to app reviews is the perfect opportunity to let people know that someone is listening.”

Game developers, Halfbrick, investment platform, Robinhood, and project management software company, Wrike are already using Zendesk’s integration in Google Play. When someone writes a review in Google Play, Zendesk automatically creates a ticket. Agents can then respond directly to the ticket, and the response will post back to Google Play.

“App reviews are one of the leading forums for customer feedback, and it’s important that we’re listening to this critical channel. With Zendesk’s Google Play integration, app reviews now become conversations and opportunities to engage with our customers,” says Joe Binney, VP, Engineering, Robinhood.

Developers have been manually responding to reviews on Google Play in the past. Google lately announced the ‘Reply to Reviews API’, which allows third party services like Zendesk, to ease the process for developers and brands. Zendesk is one of the first companies to leverage the API allowing Zendesk customers to engage and interact with their applications and reviews.

“Over the years we’ve seen Google Play morph into a huge customer service channel. With the Zendesk integration, we can now respond to our reviewers’ feedback easily in Google Play,” says Shainiel Deo, CEO, Halfbrick.

“When it comes to customer service, we don’t decide the channels — our customers do. We recognize that reviews on Google Play are one of the important ways our customers interact with us, and it’s our goal to meet our customers wherever they are,” says Nic Bryson, Director, Customer Support, Wrike