By Steven Grady
Since we opened invite-only access last November, hundreds of mobile applications have integrated Helpshift. Millions of mobile users have already navigated to useful answers, offered product feedback, and communicated directly with support staff.
While our early customers vary in many ways, they all have one very important thing in common: happier, more engaged customers.
Over the past months, we’ve been diligently collecting customer suggestions and insights to help us shape our product.
Some use cases really stood out: like DoubleDutch, which develops custom mobile apps for events; Astrid, the popular mobile productivity application that was recently acquired by Yahoo!; and Lemon, the app that lets you keep track of all the cards in your wallet. Stay tuned for case studies on those folks.
We’re pleased to say that after months of listening to our customer requests to create a better product—we’ve opened the doors for all businesses (from the sole developer up to Fortune 50 enterprises) to begin integrating Helpshift into their mobile apps. (The official press release is below).
We also created a video that explains how one mobile customer, “John”, (he’s actually the everyman, because let’s face it, we’ve all been in his shoes) went from an unhappy customer to a happy one with just a little Help(shift).
Launch announcement coverage
May 29, 2013
Helpshift Debuts World’s First Native Help Desk for Mobile Applications Helpshift enables businesses of all sizes to provide unparalleled in-app mobile customer service and support while dramatically reducing costs and increasing customer satisfaction
San Francisco, CA – May 29, 2013 – Helpshift, the company revolutionizing the customer service experience on mobile devices, today announced the general availability of its customer service software, including a new set of mobile client libraries (SDKs). The new offering, available today for every major platform, enables businesses of all sizes to provide frictionless, in-app customer service and support to mobile customers while reducing customer churn, support ticket volume, and overhead.
“It’s becoming increasingly clear that customer service is the new sales and marketing,” said Michael Fauscette, group vice president for software business solutions at IDC, a leading industry analyst firm. “Mobile applications are creating entirely new marketplaces for businesses of all sizes to reach customers and as more customers make purchases on their mobile devices, it will become increasingly important for businesses to provide excellent service and support to customers on the go. In stark contrast to the days of slow, cumbersome email and phone support, next-generation software providers like Helpshift are enabling mobile apps to provide a direct communication channel between businesses and customers.”
“Providing an excellent user experience is a top priority and while we tried different support forums and tools—including a custom-built solution—none of them worked for our mobile app. Feature requests would get confused with bug reports and they quickly became a mess,” said Jon Paris, Cofounder and CEO of Astrid, the mobile productivity app that was recently acquired by Yahoo!. “Since integrating Helpshift into our app, we reduced the time spent dealing with support tickets by at least half. Our customers have a quick and easy way to find answers to common questions and get in touch, and our support team has been able to focus more on product insights and less on answering the same questions over and over again.”
Helpshift’s native mobile customer service and support software is different.
Helpshift dramatically reduces support ticket volume by empowering mobile customers to instantly find answers to questions via a searchable and always-on in-app support section. As apps spread globally, Helpshift automatically scales by delivering customized content in the customer’s default language.
Unlike legacy CRM and help desk software that relies on email and telephone-based customer support and ticketing, Helpshift is the only help desk software that seamlessly integrates with mobile apps to provide an instant and direct channel for in-app customer service and support. Helpshift empowers mobile customers to communicate directly with company representatives and enables businesses to unlock critical customer and device information.
- Native experience. Helpshift is the only help desk built specifically for mobile applications. Native integration delivers a fast, frictionless in-app experience for mobile customers and enables businesses to leverage this previously inaccessible communication channel.
- Reduce support ticket volume. Empowering mobile customers to easily and instantly find answers to their questions through a customizable knowledgebase (FAQ) reduces support tickets by over 50%.
- Resolve tickets more effectively. Company representatives now have the context required to deliver unparalleled service and support—including customer profiles, account history, device diagnostics, recent user activity, and more.
- CRM integration. Helpshift works with CRM systems like Salesforce and Oracle.
- Weave seamlessly into apps. More than 70 customizable attributes allow mobile teams to create a consistent, intuitive look and feel for any mobile application, game, or service.
- Ubiquitous access. Helpshift mobile client libraries (SDKs) are designed for phone and tablets, across every major mobile platform, including iOS, Android, Unity, Titanium, PhoneGap, HTML5, and Windows Phone.
- Global. Knowledgebase articles can be translated and automatically delivered in any language.
“Since our early access program began last fall, hundreds of mobile applications have integrated with Helpshift,” said Abinash Tripathy, CEO of Helpshift. “While early customers vary by size and industry, they have one thing in common: an understanding that customers, and therefore customer service, are critical to their business. It’s exciting that we are now able to offer businesses of all sizes—from indie developers to Fortune 500 enterprises with a mobile offering—an opportunity to provide an unparalleled mobile customer service experience that is cost-efficient and scalable.”
Pricing and Availability
Helpshift is generally available beginning today for businesses of all sizes and industries around the world. Plans begin at $47 per month with a free 45-day trial. Special packages are also available for enterprises and indie developers.
Helpshift is the world’s first mobile help desk, powering customer service for hundreds of mobile applications and increasing customer satisfaction for millions of mobile customers. Helpshift integrates seamlessly with mobile applications to offer businesses a new way to communicate and engage with customers in-app, while reducing customer churn, support ticket volume, and overhead. Helpshift is headquartered in San Francisco, California, and is backed by True Ventures and Nexus Venture Partners. Learn more at www.helpshift.com.