Mobile

RevTwo is revolutionizing the way support is delivered for mobile apps and any products that may be associated with them.  Built for today’s most popular platforms, learn how to add it to your iOS and Android apps.

How it Works

All you need to do to make your app supportable is include the RevTwo library.  A support agent will then be able to chat with your customers and even escalate to an audio support session where they can screen share and troubleshoot either the app or any associated devices or products.

Example Workflows

We all know the phrase – there is an app for that.  But for each of those apps, support means something different.  RevTwo is your one stop shop for all the features that make sense for YOUR app.  Here are some examples:

Troubleshooting an App with Devices

Lets look at a complex app such as a smart home app.  This app has been paired with several devices owned by the customer.

  1. A customer can ask for help if they are struggling.
  2. Tagging and metadata from the device and the app can be used to rout the ticket to the appropriate person and provide context about what is going on.
  3. A support agent can start chatting with the customer right away.
  4. If they need to, they can escalate to an in-app audio session with screen sharing.
  5. Once the session has started they can use the troubleshooting tools to solve the issue with the app or the device.

Product Support

Supporting what the app is about can be a valuable way to improve your app experience and usage.

  1. A customer can ask a question about the app, your product, or the app’s content.
  2. Tagging and metadata from the app can be used to rout the ticket to the appropriate person and provide context.
  3. A support agent can start chatting with the customer right away.
  4. If they need to, they can escalate to an in-app audio session with screen sharing.

Assist with Problems in the Field

It is important to have visibility into  your app if it is having an issue during production or beta testing.

  1. A customer, beta tester, or team member can create a ticket if something is going wrong.  Tickets can also be created automatically if the app detects an issue has happened.
  2. A developer or support agent can start chatting with the customer right away.
  3. If they need to, they can escalate to an in-app audio session with screen sharing so they can see what the user is doing.
  4. Once the session has started they can use the troubleshooting tools to spot errors in the logs, file system, device info, or database.

Community Support

Not all apps need a help desk to support them, in fact, for many it wouldn’t even make sense.  In some cases, support is best provided by the app’s community or by select users in that community.

  1. A user can ask for help if they are struggling.
  2. Another user on your app can view the questions and chat back from within the app.
  3. Optionally, they could also initiate an in-app audio call with screen sharing.