Overview of Helpshift
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 Features
Omnichannel Support
Helpshift enables businesses to deliver personalized, omnichannel support, allowing customers to be reached on every device and platform, including mobile apps, web messaging, live chat, and even niche platforms like Discord, PC, console, and VR headsets.
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 focus on 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 offers a complete ticketing suite with case management, agent desktop, and basic administrative tools. This includes advanced workflow management features that help supervisors manage their teams effectively and streamline support operations.
Integrations
The platform provides robust integration capabilities, allowing seamless connections with various third-party applications such as CRM systems (e.g., Salesforce, Zendesk), analytics platforms, and other tools like Twilio, Jira, and Okta. These integrations are facilitated through REST APIs, ensuring a smooth and customized support experience.
Analytics and Insights
Helpshift includes 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
The platform is built with unmatched scalability and ironclad security. It utilizes AES 256-bit and TLS 1.2 encryption for robust data security and is compliant with major privacy regulations such as ISO/IEC 27001, HIPAA, SOC2 Type II, GDPR, COPPA, and CCPA. The elastic infrastructure automatically scales to support billions of devices and conversations annually.
Functionality
- Smart Intents: Helpshift uses AI to understand user queries accurately, providing insights into customer behavior and preferences. This helps in improving customer interactions and optimizing response strategies.
- Automated Responses: The platform allows businesses to create tailored automated responses for common inquiries, reducing the workload on human agents and leading to faster resolution times and improved customer satisfaction.
- Agent Productivity: Helpshift equips agents with AI-powered tools and insights, enabling them to work smarter and resolve issues more efficiently. This includes features like guided service and issue classification, which enhance agent productivity.
- Customer Experience: By delivering personalized and efficient support, Helpshift helps in increasing customer satisfaction (CSAT) and transforming support interactions from painful events to continuous conversations.
In summary, Helpshift is a powerful tool for businesses aiming to enhance their customer support capabilities through AI-driven automation, omnichannel support, robust integrations, and comprehensive analytics, all while ensuring high security and scalability standards.