Product Overview of Helpshift
Helpshift is an advanced, AI-first customer service platform designed to enhance customer experience, improve support team efficiency, and reduce the total cost of ownership (TCO) for support operations. Here’s a detailed look at what Helpshift does and its key features:
What Helpshift Does
Helpshift is a comprehensive customer service solution that combines the power of artificial intelligence (AI), skilled human specialists, and state-of-the-art technology. It aims to deliver world-class customer experiences by understanding and connecting every step of the customer journey. The platform is optimized for speed, efficiency, and customer satisfaction, making it a valuable tool for businesses looking to elevate their customer support.
Key Features and Functionality
AI-Powered Self-Service
Helpshift’s Help Center leverages AI to provide a seamless self-service experience. It includes features such as:
- Searchable FAQs: Intelligent article recommendations and smart FAQs that allow customers to resolve queries instantly, even offline in some cases.
- Smart Intents: Bots that understand user intent, guiding users through a fully personalized support journey.
Automation and AI Chatbots
The platform is equipped with AI Chatbots and automation capabilities to streamline the support process:
- Custom Bots: Allows for the creation of custom bots to triage and solve common problems, reducing the need for human intervention.
- AI-Powered Answers: Bots scan the knowledge base to provide detailed and summarized responses to user queries.
Omni-Channel Support
Helpshift supports multiple channels for customer engagement, including:
- Email Support: Integrates email support to manage customer inquiries.
- Mobile In-App and Web Messaging: Enables support through in-app chat and web messaging.
- Live Chat: Provides real-time live chat support for immediate customer assistance.
Advanced Analytics and Reporting
The platform includes a powerful analytics dashboard that offers:
- Ticket Analysis and Reporting: Real-time data on device, operating system, and browser type, along with ticket analysis and reporting tools.
- Agent Performance Metrics: Agent scoring functionality that measures various KPIs, providing insights into agent performance and ticket resolution rates.
Integration and Workflow Management
Helpshift allows for integration with external CRMs and analytics platforms, and it offers robust workflow management features:
- CRM Ticketing: Integrates with CRM systems to manage tickets efficiently.
- Workflow Creation: Enables the creation of customized workflows to tailor the support experience to the organization’s needs.
AI-Enhanced Agent Workspace
The platform enhances agent productivity with AI-enhanced tools:
- Real-Time Translation and Sentiment Analysis: Agents can understand and respond to global customer needs swiftly with advanced AI capabilities.
- Unified Agent Dashboard: Agents can access customer information and conversations easily, facilitating faster resolutions and a personalized support experience.
Implementation and Setup
Helpshift provides a structured approach to getting started, including steps such as planning the support experience, setting up the dashboard and SDKs, implementing AI and additional platforms, creating workflows, tracking analytics, and preparing for launch.
In summary, Helpshift is a robust customer service platform that leverages AI, automation, and human expertise to deliver a unified, efficient, and satisfying support experience across multiple channels and devices.