Key Takeaways from our Connected Customer Conversations Launch Event
By John Tenore
Brands and customer service leaders are buzzing about our June 19th launch event surrounding Connected Customer Conversations, our new platform that delivers a unified support experience built for today’s consumers. The platform is designed to connect digital channels, phone support, self-service and bots for a better customer support experience. As part of that, we also introduced Helpshift for Phone, a new integrated voice and messaging solution that enables customers who begin their conversation on messaging to jump over to a live phone conversation — and vice versa.
To watch the exciting event on demand, click here.
We Covered a Lot of Innovation in Just 90 Minutes
At the launch event, we gave an overview of Connected Customer Conversations and Helpshift for Phone, including an impressive real-world demonstration of the technologies in action for a top B2C brand, Vivino.
The event was bolstered by expert customer service insights from Vivino’s VP of Customer Experience Chad Boonsupa, Helpshift Chief Strategy officer Abinash Tripathy, and VP and Principal Analyst at Forrester, Kate Leggett — a leading expert on CRM and customer service strategy.
Helpshift CEO Linda Crawford introduced Connected Customer Conversations, stating that this is a fundamentally different approach to B2C customer service that empowers brands to dramatically improve the way they serve their customers. “It is the evolution of everything we’ve been doing at Helpshift,” she said.
Helpshift for Phone and Connected Customer Conversations are enabling Helpshift to deliver where traditional omnichannel has failed — connecting channels and creating a cohesive and convenient experience for the end user. Linda highlighted the impetus for this innovative new platform, saying, “We recognized that the brand has a single view, why not the customer?”
Giving Customers What They Want
Linda explained that customers want continuous, connected conversations with a brand. Connected Customer Conversations, she noted, enable a whole new experience so customers never wait on hold on any channel and have every bit of information follow them across channels, with their conversation history always available.
At the event, Forrester’s Kate Leggett stressed the value of customer-centric service: “Consumers expect any desired information or service available on any device at the person’s moment of need.”
In line with these customer expectations, Helpshift’s Director of Product, Erik Ashby, provided a unique two-part demonstration of Helpshift for Phone and Connected Customer Conversations. He assumed the role of a Vivino customer (Vivino is the world’s largest online wine marketplace and most downloaded wine app.)
In part one of the demo, customer Erik calls Vivino’s support phone number to change the quantity of an order he has already placed. When greeted by the IVR, the automated system offers him an option to ‘Dial 1 to Message’— to immediately be connected with messaging-based support. He selects that option, receives a text message, and completes his order change without ever engaging a person.
Not only does Erik accomplish his order change quickly, he does so seamlessly by jumping from phone to messaging. For that same interaction, Erik then assumes the role of an agent viewing the backend where he can view the entire experience — where it started, the issue, the handover to a bot, and the resolution — all run by an automation bot. This is one of many “phone to messaging” use cases.