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Vivino is a robust marketplace for winemakers and buyers all over the globe. With Helpshift’s digital customer service platform, Vivino has been able to increase CSAT to 85 percent, reduce the time it takes to initially respond to a user by 95 percent, and seamlessly support eight languages in their respective time zones. The lean support team of 30 requires efficient routing, real-time data, and...

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A new Forrester report showcases the benefits of integrating chatbots into your customer service strategy—benefits that expand well beyond cost savings. The traditional argument for chatbots in the customer service space has been primarily that of contact deflection: simply that less resources are required for manually handling tickets.

Working with new and emerging technologies can be daunting, but also exciting. As we enter the new era of AI-powered customer service, there's a lot of speculation about which jobs will be impacted—and how.

This article was originally published in Forbes.

First off, What is a Chatbot? There’s a lot of chatter about chatbots today, but the concept of a chatbot is really nothing new. Over the last 50+ years, the chatbot has significantly evolved with greater accuracy and diversity of use cases across industries. But at face value, a chatbot is a computer program that simulates human conversation. Chatbots can be auditory or text-based, with the l...

Leaders in the customer service space can and should take full advantage of new artificial intelligence offerings for their own career development and advancement. 

Melsoft Games’ My Cafe is a popular mobile game in which players can set up and operate their own business: an upscale cafe with highly-interactive story lines. My Cafe follows your typical mobile gaming model that is free to play, with upgrades and in-app purchases available for those highly dedicated players. Yet the game’s ability to retain and continually engage players is not so typical. M...

Listen to the content in this guide and start implementing actional customer success tips to level up your 2018 support strategy with Helpshift's latest webinar.  Exemplary customer service agents are out there; you just have to find them. Whether you’re struggling with high turnover, low employee satisfaction, losing agents to competitors, or the inability to source top talent, there are num...

The vast majority of consumers dread contacting customer support, and there's a good chance that much of this dread can be traced to that notorious elevator music signifying waiting on hold for a customer service representative. Yet despite the bad rap that call centers get, there are a few things that call centers got right. It’s important to heed these lessons, improve upon them and translate...

Downloadable Toolkit available with supplemental content: http://lp.helpshift.com/welcome-to-the-2018-customer-success-toolkit-lp

There are millions of winemakers out there, and even the most acclaimed sommeliers don’t know all of them and their associated varietals. That makes it extremely difficult for the rest of us to know what we’re buying off the shelf at the supermarket—and that’s exactly the problem that Vivino worked towards solving when the company initially launched in 2009.

As technology becomes more and more adept at ticket deflection, a crucial aspect of any customer service manager's job is preparing agents for what to do in the event that ticket deflection only serves to make a customer angrier than before. While 91 percent of customers say they would use an online knowledge base if it were available and tailored to their needs, that still leaves nine percent ...

With a user base of 1.5M, MoneyLion required a scalable and secure solution to provide cross-channel support. Using Helpshift’s digital platform, the financial wellness company has streamlined its omnichannel support operations and improved resolution and response times by 51% without expanding the team or impacting CSAT.

With a user base of 150M, MoneyLion required a scalable and secure solution to provide cross-channel support. Using Helpshift’s digital platform, the financial wellness company has streamlined its omnichannel support operations and improved resolution and response times by 51% without expanding the team or impacting CSAT.

Every year, consumer expectations rise and technology becomes more advanced. At the same time, it becomes tougher for customer service teams to keep up with this increasingly demanding landscape. Customer support and success departments need the right people, technology, and strategy in place in order to excel as a team, and also to help retain customers and build loyalty for the company as a w...

Back in the early days of Helpshift, we made a bet that mobile messaging would be the preferred channel of communication. And we were right.

This guide is part of the 2018 Customer Success Toolkit. You can download the full resource here.

While many see the holidays as a "dead time"— it can also be an opportunity to get ahead, especially for team managers. Customer service managers, in particular, often have increased bandwidth for strategic initiatives this time of year as the stream of incoming issues and tickets can slow to a trickle.

This article was originally published in Forbes.  In 1913, Henry Ford famously implemented the assembly line in his factories -- the innovative process that would ultimately make cars inexpensive enough to be owned by the general populace. By standardizing automobile parts (the Model T was available in any color a customer wanted, as long as it was black), implementing the pulley syst...

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By now, you’ve heard a lot about the benefits of incorporating artificial intelligence into your customer service strategy. It’s so important to not just get caught up in the hype, though, and to really take a step back and look at how AI can actually improve your support processes. At the same time, it’s likewise important to note that if used incorrectly, AI can over-complicate those...

Vivino is a robust marketplace for winemakers and buyers all over the globe. With Helpshift’s digital customer service platform, Vivino has been able to increase CSAT to 85 percent, reduce the time it takes to initially respond to a user by 95 percent, and seamlessly support eight languages in their respective time zones. The lean support team of 30 requires efficient routing, real-time data, and...

Artificial intelligence can significantly help streamline and scale customer support processes when used correctly. For instance, AI can help agents resolve customer problems more efficiently by both ensuring the right agent is connected with each customer, and has as much information as possible about the issue from the get-go.

This article was originally published in MarTech Advisor.