Helpshift Supports Omni-Channel Companies with Metadata for Web Issues

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When we launched in October 2012, our first landing page described Helpshift as a mobile-first customer support solution. Today our SDK is now installed in 1 billion devices (a slight pat on the back for this accomplishment).

As Helpshift grows and we start to serve more mainstream companies, we understand your complete mobile transition may not be on the immediate horizon. Many consumers and players are still moving towards the emerging mobile-first marketplace.

That’s why we understand the necessity of making our web support portal more robust. We are excited to announce that Helpshift is truly an omni channel customer services solution–with the introduction of our customised web form feature.

Before:

The previous Contact Us form found on your Web Support Portal only provided a Name, Email, and Issue Description field. Any Issues submitted through this channel were simply tracked as ‘Web’ Issues in Analytics, and provided no metadata to help with troubleshooting or tracking of Users contacting you from this channel.

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How to Customize your Web Support Portal Contact Us Form:

In your Dashboard Settings under Web Support Portal, you will now have access to a web form builder to create custom form fields, passing through various Issue data as meta-data & Tags.

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Upon clicking on the ‘Customize Contact Us Form’ button, the web form builder will bring the following customizations to the Contact Us form on your Web Support Portal:

  1. Add “App & Platform” drop downs. Not only will this help in troubleshooting issues in a more timely manner but since the App + Platform will be passed through as Tags, Admins will have a more high-level understanding of the types of Web Issues you are receiving.
  2. Add an “Attach Files” field lets your users send you images or other informative files like purchase receipts to help your Agents when handling Issues
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3.Add custom text input fields to allow you to collect things like Device models or receipt IDs from your users

4. Add custom drop down fields allow you to add a new drop down and define tags for each option. These tags get added to Issues at the time the Issues are submitted.

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You can also make enhancements to the Contact Us form such as:

  • Make the “User Name” form field Optional/Mandatory/Hidden
  • Make the “App & Platform” field Optional/Mandatory/Hidden
  • Reorder all form fields (both defaults and customs fields).

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All custom form fields will also have the ability to add translations so you can maintain your fully localized + internationalized support on the Web as well.

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Any customizations made to your Contact Us form can be viewed in the preview section to the right hand side of the web form builder. If you are happy with your new form, click on ‘Save & Publish’:

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Now when your Users file an Issue through your Web Support Portal, they will see the updated Contact Us Form:

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Once they submit their Issue using the new custom text and/or dropdown fields you’ve added, here is how it will appear in the Issue Detail Page:

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The new app + platform fields and any added custom text or drop down fields will be passed through as Tags or Meta-Data. Custom Metadata is like a snapshot of your user’s interaction with your app, and you may be collecting this already for your SDK issues. This information can be passed through from the custom text fields you’ll create on the web contact us form.

Think of Tags as a way to help you classify, segment, and prioritize your Issues. Once a Tag gets added to an Issue you can run New Issue Automations, filter to Smart Views, and report on Tags in Analytics. The Tags added from the web contact-us form will reflect in your Last week, month, and 3 month Tag reports.

By clicking on the View Metadata button, you will be able to see all information your user has included in their Web Issue:

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Conclusion:

With Helpshift’s new Customizable web form, you will now have much more insight into the Issues being reported through your Web Support Portal. The additional information will help with troubleshooting and answering your web user’s questions in a more efficient manner. It will also provide you with additional metrics surrounding web Issues in Analytics.

Published April 23, 2015
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