Zendesk announced an integration with Google Play that will enable businesses to respond directly from within its platform when users submit a review on the app store.
Here's how it works. When a consumer writes a review in Google Play, a ticket will be automatically created in Zendesk. Agents can then respond directly to the ticket, and the response will post back to Google Play.
Game developers Halfbrick, investment platform Robinhood, and project management software company Wrike are already using the Zendesk integration with Google Play.
“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,” said Billy Robins, director of business development at Zendesk.
“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.”