Helpshift is a privately held mobile software company based in San Francisco, California founded in 2011 by Abinash Tripathy and Baishampayan Ghose. On October 30, 2012, the company debuted the private beta version of its mobile customer service platform and announced that it had raised a US $3.25 million seed round of funding from True Ventures and Nexus Venture Partners.

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Helpshift
Helpshift
Blog Post
  • 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.

Helpshift
Helpshift
Blog Post
  • 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...

Helpshift
Helpshift
Blog Post
  • 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...

Helpshift
Helpshift
YouTube Video
  • 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...

Helpshift
Helpshift
Blog Post
  • 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.

Helpshift
Helpshift
Blog Post
Helpshift
Helpshift
Blog Post
  • A new survey released today, conducted by Helpshift, breaks down how Americans feel about chatbots in different contextual circumstances. One of the biggest use cases for chatbots is within the customer service space, and this is also an area where Americans feel there can be massive improvement in the industry—once chatbots are properly utilized.

Helpshift
Helpshift
Blog Post
  • Today’s consumers demand that their problems be resolved quickly and efficiently, and the only way to exceed their expectations is through intelligent, chat-based customer support. Leveraging Artificial Intelligence and Chatbots is the easiest route towards meeting these challenging expectations head on.

Helpshift
Helpshift
Blog Post
  • Up until very recently, the answer to the problem of scale in labor intensive industries was outsourcing. The low cost of foreign labor made sending manufacturing jobs, data-entry duties, and customer service positions overseas affordable at scale — companies could hire fifty employees for the price of one American employee (not to mention the savings in operating capital and laxer lab...

Helpshift
Helpshift
Blog Post
Helpshift
Helpshift
Blog Post
Helpshift
Helpshift
Blog Post
  • With more than 75 million monthly users, Microsoft Outlook’s in-app customer support efficiently addresses user issues at scale. Outlook benefits immensely from Helpshift’s effective self-service options and automatically-collected user and device data. With the support platform’s modern messaging and sophisticated routing, the Outlook team is able to respond to most issues within two ...

Helpshift
Helpshift
Blog Post
  • Support teams are often the quiet, unsung heroes that sit at the intersection of different stakeholders. Because of this, customer support is susceptible to becoming overloaded with projects that are not within their scope. Overloaded and overworked support team members therefore may become less efficient at successfully executing the specific tasks that their roles encompass. As Octob...

Helpshift
Helpshift
Blog Post
  • A decade ago, Nordstrom was the gold standard for purchaser-friendly return policies. Customers could return items within any period of time, in any condition, with or without a receipt, and the department store sales reps would pretty much always find a customer-satisfactory solution. Today, though, Nordstrom has been supplanted—and not because its service has gotten worse. Amazon has...

Helpshift
Helpshift
Blog Post
Helpshift
Helpshift
Blog Post
  • Autumn may have just begun, but the holiday shopping season is right around the corner. Most retailers already see the value in online sales, but it’s vital that they also see the value in online support. The holiday rush means that shoppers have a lot on their to-do list, and they don’t have time to sit around waiting on hold for help. But it’s not enough to just offer chat or email: ...

Helpshift
Helpshift
Blog Post
  • This article originally appeared in Total Retail.  Mobile chat apps have completely taken over the app ecosystem. WhatsApp reports that it delivers 55 billion messages every day. The top five apps in the world in terms of frequency of use are all messaging apps. We’re more addicted to messaging than to Facebook or Instagram. How did we get here, and what does this mean abo...

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