Overview of Helpshift
Helpshift is a comprehensive and AI-powered digital customer support platform designed to meet the evolving needs of customers across various digital channels. It is tailored for companies seeking to enhance their customer support operations through automation, personalization, and seamless integration.
Key Features
Omnichannel Support
Helpshift enables businesses to deliver support across multiple platforms, including mobile apps, web, PC, console, VR headsets, and even native Discord support. This omnichannel approach ensures that customers can be reached and supported wherever they are, breaking down communication silos and providing a unified support experience.
AI-Powered Automation
The platform leverages AI and bot capabilities to automate routine customer interactions. Features like the Answer Bot, AI-powered issue classification, and a custom bot builder help in resolving tickets efficiently, reducing the workload on support agents and enhancing customer satisfaction. The Help Bot uses Natural Language Processing (NLP) to answer customer questions in over 180 languages.
Ticket Management and Agent Tools
Helpshift includes a complete ticketing suite with case management, agent desktop, and basic administrative tools. Agents can segment tickets based on priority, status, language, and topic, ensuring that complex issues are handled promptly while routine queries are automated. The platform also provides AI-powered tools and insights to improve agent productivity.
Integration Capabilities
The platform offers robust integration capabilities through REST APIs, allowing seamless connections with external CRMs, analytics platforms, and other systems. This facilitates a smooth and successful integration process, enabling businesses to build custom integrations tailored to their needs.
Analytics and Insights
Helpshift provides comprehensive analytics to help businesses understand their support landscape. Features include tracking chatbot efficiency, agent productivity, and other key metrics, enabling data-driven decisions to improve support operations.
Security and Scalability
The platform is built with unmatched scalability and ironclad security. It utilizes AES 256-bit and TLS 1.2 encryption for robust data security at rest and in transit. Helpshift is compliant with major privacy regulations such as GDPR, COPPA, CCPA, and holds certifications like ISO/IEC 27001, HIPAA, and SOC2 Type II.
Help Center and Knowledge Base
Helpshift includes a Help Center feature that serves as a publishing destination for technical documentation, FAQs, and other support materials. This allows users to search for knowledge base articles, contact support, create issues, and interact with customer service agents or conversational bots. The Help Center supports multiple languages and content lifecycle management.
Tiers and Customization
Helpshift offers different tiers to cater to various business needs:
- Essentials: Provides the foundational tools for digital support, including ticketing, agent desktop, and basic administrative tools.
- Business: Adds advanced features like Answer Bot, AI-powered issue classification, and custom bot builder, along with integration capabilities and advanced analytics.
- Elite: The most advanced tier, designed for large-scale automation, high API limits, and detailed operational data to manage teams effectively.
Benefits
- Reduce Ticket Volume: AI-powered self-service and guided service resolve routine tickets, freeing up agents for complex issues.
- Increase CSAT: Deliver personalized, omnichannel support that resolves issues quickly and efficiently.
- Improve Agent Productivity: Equip agents with AI-powered tools and insights to work smarter.
- Gain Business Insights: Obtain valuable insights to continuously improve support operations.
Helpshift is designed to transform customer support from isolated events into continuous, enjoyable conversations, ensuring that businesses can meet the rapidly evolving needs of their customers effectively.