Helpshift Platform Overview
Helpshift is a comprehensive, cloud-based customer service platform designed to provide seamless, AI-powered support across a wide range of digital channels. It is particularly tailored for mobile-first companies and those in industries such as gaming, retail, and telecommunications.
Key Functionality
Omnichannel Support
Helpshift enables businesses to deliver personalized, omnichannel support, allowing customers to be reached on every device and platform. This includes support for mobile apps (with SDKs for iOS, Android, Unity, Cocos, Xamarin, React Native, and Unreal Engine), as well as web, PC, console, and VR headsets. Additionally, it offers native Discord support to cater directly to community needs.
AI-Powered Automation
The platform leverages AI and machine learning to automate support processes. Features include AI-powered self-service and guided service, which resolve tickets efficiently, freeing up agents to handle more complex issues. The “Answer Bot” and custom bot builder in the Business tier further enhance automation capabilities, leading to significant cost savings and improved customer satisfaction.
Ticket Management and Workflow
Helpshift includes a complete ticketing suite with case management, agent desktop, and basic administrative tools. This allows supervisors to manage their teams effectively and streamline support operations. The platform also helps in creating tailored automated responses for common inquiries, reducing the workload on human agents and speeding up resolution times.
Integrations
Helpshift offers robust integration capabilities with various third-party applications, including CRMs like Salesforce, Zendesk, and tools like Twilio, Amazon Connect, Jira, and Okta. These integrations are facilitated through REST APIs, allowing businesses to create seamless customer experiences and streamline their support operations.
Analytics and Insights
The platform provides comprehensive analytics to help businesses understand their support landscape. This includes insights into chatbot efficiency, agent productivity, and other key metrics, enabling data-driven decisions to improve support operations continuously.
Security and Scalability
Helpshift 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. The platform is compliant with major privacy regulations, including ISO/IEC 27001, HIPAA, SOC2 Type II, GDPR, COPPA, and CCPA. Its elastic infrastructure automatically scales to support billions of devices and conversations annually.
Tiers and Pricing
Helpshift offers different tiers to cater to various business needs:
- Essentials: Provides the foundational tools for digital support, including ticket management, agent desktop, and basic administrative tools.
- Business: Adds advanced features like Answer Bot, AI-powered issue classification, custom bot builder, and advanced analytics.
- Starter, Growth, and Enterprise: Custom pricing plans are available, with the Starter plan starting at $150/month.
Implementation and Onboarding
Helpshift provides a structured onboarding process, including a step-by-step guide to setting up the platform, implementing AI and additional platforms, creating workflows, and tracking analytics. The platform also offers a white glove onboarding experience to help businesses drive transformation and demonstrate ROI quickly.
In summary, Helpshift is a powerful tool for businesses aiming to enhance customer engagement, reduce operational costs, and deliver a unified, AI-driven support experience across all digital channels.