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Helpshift is a web-based solution that helps organizations promote engagement with advanced tools that are designed to improve mobile customer service and simplify customer support operations. It is the only customer service technology that is designed uniquely for the mobile-focused business.
Helpshift is a superb way to help to promote loyalty and engagement, and gives you a great way to understand your customers beyond the more traditional ticketing system. The service is delivered via a SDK that integrates to your mobile app. Helpshift supports apps that are developed for iOS, Android, HTML5, Unity, PhoneGap and Cocos2d-x.
Searchable Native FAQsA great feature of Helpshift is searchable native FAQs. With this form of self-help in place, app users no longer have to scroll through pages and pages of text in order to locate the answer to their problem. As an alternative to the standard FAQ/forum assistance, Helpshift uses a search bar that brings up suggestions for users as they type in real-time.
The service’s native FAQs are localized in 34 languages, and has support rich, vibrant media, such as images and video. By utilising in-app FAQ pages to serve as an invisible assistant, it enables users to find their own answers to issues, without delays or lengthy response times. Helpshift’s native FAQs also establish a feedback loop that can help refine content based on actual customer search habits.
Smart ViewsHelpshift’s Smart Views give agents a way to segment issues based on criteria, such as tags etc. Tickets may be assigned to agents based upon topic, language, or urgency, and they can be organized into priority customer order.
Incoming tickets can be edited by priority, language, or issue status using the Smart View editor. Smart Views can also be created with multiple options by using the multi-select feature. This can also be tailored for a single smart view, in order to suit specific issues, such as iOS only, for example.
AutomationsHelpshift’s automations are a great way to keep your team on track. Responses to queries can be automated, and agents are able to set up assignment rules that are based on pre-defined configurations. Helpshift automation is a superb way to give busy teams a way to sort and process incoming issues quickly, without the need for additional resources.
There are two main automation solutions: new issue automation and auto-resolve automations. New issue automations are messages, which are sent to app users automatically based on the metadata provided. This method of automation is ideally suited to teams, which manage a high volume of tickets. The auto-resolve automation, on the other hand, issues messages to users that have not responded to issues after a period of time. This automation method is to help organizations to improve customer satisfaction rates.
IntegrationsThe Helpshift SDK can be installed quickly with the Helpshift Integration Assistant app or it can be installed manually using the company’s integration guide.
PricingHelpshift uses a Freemium, Subscription pricing model, with a free trial available (no credit card required). There is a free starter plan that has been designed for small organizations, whilst at the other end of the scale, the Enterprise plan, designed for the larger business uses customized pricing.
The Starter plan is priced at $0.00 per month. For this you get 10,000 MAU and 1 Team Member. Additional MAU are priced at $2/1000 MAU. Additional team members are priced at $25 per member, per month. The Pro plan is priced at $150 per month. For this you get 100,000 MAU and 3 Team members. Additional MAU are priced at $2/1000 MAU, with additional team members priced at $65 per member, per month. The Enterprise plan uses customized pricing, with custom MAU and custom team member pricing starting at $150 per member, per month.
Bottom LineOverall, Helpshift has numerous key features that help to deliver scalable customer support for web and mobile apps, including, searchable native FAQs, automations, in-app messaging and chat, 5 star reviews, media-rich FAQ’s, customer service agent dashboards, and push message campaigns. With the ability for users to communicate directly with prepared support agents via the in-app chat feature,Helpshift is a cost effective way to build loyalty for your business.
