Helpshift Dashboard Walkthrough

By Helpshift

• Live user profile information including device, language, operating system, Issue history, and app version.
• Increase agent efficiency with ease by directly inserting FAQs, requesting screenshots, and even requesting reviews after resolving a delighted customer’s issue.
• Show Activity allows you and your team to track the lifecycle of any Issue – including which of your Agents: applied or removed Tags, re-assigned Issues, inserted FAQs, replied, added Notes, and resolved or rejected the conversation.

Smart Views

• Segment Issues based on tags, agent assignment, and provide prioritized support to your most valued customers.
• Best Practices:

1. Multiple Languages – if you speak more than one language, create a Smart View that combines all Issues with the specific language parameters into a single view.
2. All Premium Users (App) – create a Smart View that shows all of your premium users across all of your apps in one place.
3. Urgent Issues (Status) – create a Smart View with important and pressing issues that need immediate response.

FAQs

• Provide help at the point of need, promote self-service and empower your customers to answer their own questions.
• Store unpublished FAQs, allowing your support team to reply with sensitive or trivial responses not available to the public.
• Save on response time during each customer request using canned responses from the FAQ.
• Cut down conversations by an average of 3 emails per customer.

Analytics

• Receive thorough and actionable insights into the health of your customer care within your mobile app(s).
• Identify patterns to scale customer happiness with the ability to measure Issues Resolved, Reopened, Rejected, Viewed, and more.
• Determine your customer support team’s strengths and weaknesses with individual Agent Scores in addition to CSAT scores.
• FAQ trends show the total number of Inserts (Canned Responses to an Issue), FAQ views, likes, and dislikes from your users.

Review Analytics

• Review Analytics give you both a qualitative and quantitative picture of your app’s ratings and reviews in the App Store.
• Easily view the number of reviews, average star ratings, user sentiments (negative vs. positive), and the distribution of those ratings over time.