• May 18, 2016

Zendesk Powers Customer Engagement in Google Play

Zendesk has created a unique integration with Google Play, enabling businesses to turn app reviews into proactive customer conversations.

Companies can now respond directly from Zendesk every time customers submit reviews on Google Play, Google's mobile app store. When someone 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.

"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, in a statement. "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.

"App reviews are one of the leading forums for customer feedback, and it's important that we’re listening to this critical channel, said Joe Binney, vice president of engineering at Robinhood, in a statement. "With Zendesk's Google Play integration, app reviews now become conversations and opportunities to engage with our customers."

"When it comes to customer service, we don't decide the channels; our customers do," said Nic Bryson, director of customer support at Wrike, in a statement. "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."

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