The holidays are notoriously the busiest, most stressful time of year for customer service teams. Not only do November, December, and January usher in a huge uptick in ticket volume,…
Whether you’re a 40 person startup or a 10,000+ person global enterprise, there are actionable steps that you can take to level up your customer service strategy — and this…
Sinister artificial intelligence has dominated the news this year — from malicious bots to killer autonomous vehicles. Despite the headlines, though, most forms of AI are as harmless as the…
As a Product Manager at Helpshift, it’s always a priority to carefully identify narrow goals and objectives for new product features and capabilities from the get go — and to…
Providing fast and frictionless support for customer issues is essential for ensuring service excellence. Thus, it is critical to assign issues to appropriate agents and teams (or bots), while ensuring…
In case you missed it, lead analysts Dan Miller and Mitch Lieberman from Opus Research, and Helpshift Founder Abinash Tripathy teamed up recently for a robust discussion about the future…
If you ask your agents what the best part of their job is, they most likely won’t say that it’s manually sorting through and classifying issues. If you ask your…
“Why use QuickSearch Bot?” If Helpshift Customer Success Manager Ashley Mo was an QuickSearch Bot, this would be one of her most frequently asked questions. The short answer is that…
The year of the chatbot has come and gone. And bots are here to stay. Today, only 11 percent of consumers have a negative perception of chatbots, and the global…
Apple Business Chat is going to have a tremendous impact on how brands engage customers across the globe in the not too distant future. In order to start leveraging this…
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