What do today’s consumers want (and expect) when it comes to conversing with customer service? Answering this question is easier said than done. Sure, all consumers want a great experience, but individual values vary when viewed at more granular level.  Some customers just want to get their answer as quickly as possible, while others care […] The post Three Cornerstones of Building a Fully Unified...

All enduring companies reinvent themselves over time — from IBM, which moved from a 1993 loss of $8 billion to abandoning its core business model and moving into IT and computing services; to Shell, which started as a small antique store in London, moved into shipping, and then eventually Shell gas stations (it currently has […] The post Why B2C Brands Need Conversational Customer Service appeared...

The Customer Success Spotlight is a monthly blog post offering industry insights, best practices, and benchmarks for customer service professionals based on commonly asked questions. This month we sat down with the entire Helpshift Customer Success team to learn some tips and tricks about how companies can improve their customer experience while reducing their ticket […] The post May Success Spotl...

This article was originally posted on LinkedIn. As we push for gender equality and greater cultural diversity at tech companies, we need to be even more thoughtful about how we are crafting family leave policies. Because as the ratio of women in tech increases, odds are that having multiple primary caregivers on parental leave concurrently […] The post A Startup Approach to Rethinking Family Leave...

Artificial intelligence is ubiquitous in our daily lives. Today’s consumers are accustomed to rapid, on-demand answers from Google, and AI-powered playlists from Spotify— but have to suffer through long wait times and broken experiences when dealing with customer service. To emphasize that point, more than 94 percent of consumers dread contacting support according to a recent […] The post The New ...

Customers do not like most surveys. Asking customers constantly for feedback is disruptive and feels like spam, which is the opposite of the goal of digital marketing — to serve the needs of your customers and encourage them to engage with you based on trust. On the other hand, surveys provide incredibly valuable information for […] The post 4 Ways to Acquire Customer Surveys without Annoying Clie...

This month’s Success Spotlight features Helpshift Customer Success Manager, Mckenna Morey, on simple ways to start adding AI and Bots into support workflows without losing the human element. 1. Why do you think support teams fear adding AI & bots into their workflows? When companies hear the words “chatbots” and “support” in the same sentence, […] The post June Success Spotlight: Using Bots to Imp...

Apple’s Worldwide Developers Conference this year featured a huge announcement centered around making its much anticipated Business Chat product widely available. This is a game changer for the industry, and while Business Chat is still in its early stages, it’s important for brands to start looking at capabilities, potential impact, and best practices for approaching […] The post Get Ready! Apple...

Why do customers file support tickets? You might think that there are a million reasons. But at the core, the vast majority of the time there’s one culprit behind a customer service ticket: a lack of communication between the brand and the customer. The miscommunication can be as simple as a customer not being able […] The post Don’t Wait For Your Customers To Come To You for Help. Be Proactive. a...

A vital component of a great overall customer experience is an intuitive and conversational customer service experience. That’s because customers will inevitably have issues with a product or service from time to time, and if they have a negative customer service experience trying to resolve it — it can easily compound and negate any previous, […] The post We’re Bringing the Best “Service X” to Fo...

Learn more at: http://www.helpshift.com Join us alongside New York Times and Wall Street Journal bestselling author Shep Hyken and Helpshift Co-Founder Abinash Tripathy for our webinar 'Omnichannel is Dead — It’s Time to Embrace the Era of Conversations'. In this webinar recording, we discussed: - The pitfalls of leading with omnichannel as your support strategy - The paradox of choice in suppor...

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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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