Product Overview of Helpy
Helpy is a comprehensive customer support platform designed to enhance and streamline the support operations of businesses, with a strong emphasis on data security, customization, and multi-channel support.
What Helpy Does
Helpy serves as a centralized hub for managing customer support across various channels, including email, live chat, and social media. It is engineered for companies that prioritize customer data security and control, offering a robust set of features to handle support requests efficiently.
Key Features and Functionality
Multi-Channel Support
Helpy consolidates customer interactions from multiple channels into a single, unified inbox. This includes email, live chat, and social media, ensuring that all customer communications are managed from one place.
Intelligent Ticket Management
The platform features automated prioritization and categorization of tickets, optimizing the customer service workflow. Customizable workflows allow businesses to align the system with their specific business processes. Additionally, Helpy integrates seamlessly with existing CRM systems.
Live Chat
Helpy’s live chat widget enables real-time, one-on-one support with customers. It includes features like auto-assignment of chats to specific agents, optional pre-chat forms to capture customer information, and integration with the Carin AI chatbot to handle common queries autonomously.
Knowledge Base and Self-Service Helpcenter
Helpy allows businesses to host a world-class self-serve helpcenter where customers can find answers to their questions independently. The knowledge base is customizable, brandable, and includes tools for feedback and reporting to identify areas needing more content. Articles can be easily translated into multiple languages and optimized for SEO.
Automation and AI
The Carin AI agent is integrated into Helpy, capable of solving 60-80% of customer requests autonomously. The platform also supports automations such as auto-classifying, assigning, or tagging chats and tickets.
Security and Privacy
Helpy is designed with strong security and privacy features, including data masking, strong authentication, and Single Sign-On (SSO) integration with Active Directory or LDAP servers. It eliminates third-party data sharing by allowing self-hosted, single-tenant deployments.
Customization and Branding
The platform offers extensive customization options, including customizable branding, themes, and the ability to inject custom CSS and JavaScript. Businesses can also set up custom domains and control the design and language of their helpcenter.
Analytics and Reporting
Helpy provides detailed analytics and reporting tools, allowing businesses to track team performance, identify customer service trends, and make data-driven decisions. The platform includes real-time dashboards and customizable reports.
Email Integration and Notifications
Helpy integrates with support email addresses, allowing emails to be forwarded into the system and handled like tickets. It also supports replying to customer tickets via email and sending email notifications for new messages or customer replies.
Collaboration Tools
The platform includes internal notes for agents to collaborate on tickets, file attachments for tickets and responses, and the ability to assign tickets to specific agents or groups.
Conclusion
In summary, Helpy is a powerful customer support platform that combines advanced ticket management, multi-channel support, robust security features, and extensive customization options to provide a comprehensive solution for businesses aiming to deliver exceptional customer service.