Helpshift’s digital customer service platform honored for improving customer service technology and improving the customer experience
September 12, 2019— SAN FRANCISCO— Helpshift announced today that TMC, a global, integrated media company, has named Helpshift’s digital customer service platform a 2019 Contact Center Technology Award winner, presented by CUSTOMER magazine.
“We’re thrilled to receive a Contact Center Technology Award from CUSTOMER Magazine. This is a testament to the power of our innovative customer service software capabilities — namely messaging and automation — to transform the contact center and elevate the customer experience,” said Linda Crawford, Helpshift CEO. “Helpshift’s digital customer service platform is built to maximize convenience for today’s consumers, and efficiency for today’s leading B2C brands. It’s great to see our platform being recognized as a leader in the market.”
Having recently launched Helpshift for Phone and Connected Customer Conversations, Helpshift’s digital customer service platform now connects messaging, email, chat, phone support, self-service and bots — and embeds these within a single messaging thread — enabling consumers to have one continuous conversation with brands. This means customers are able to get support instantly through self-service and bots. The platform can then route customers to an agent on their channel of choice.
By directing customers towards those channels where they get the most efficient support, the platform ensures that customers don’t have to wait around on hold for help. Because the platform carries context from channel to channel, customers never have to repeat themselves or start over. The platform saves that context and conversation history, so both support teams and customers alike are able to access at any time.
“Congratulations to Helpshift for being awarded a 2019 CUSTOMER Magazine Contact Center Technology Award. Helpshift’s digital customer service platform has been selected fordemonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize their achievement.”
This 14th-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
Helpshift’s next-generation digital customer service software enables B2C brands to scale their support while offering differentiated experiences through phone, web, in-app, email and messenger app channels. Helpshift’s innovative asynchronous messaging model across these channels gives people back their time, keeps conversations in context and allows humans and automations to work together to solve problems faster. The Helpshift platform embeds knowledge and AI to let customer service organizations best utilize a mix of automated service, self-service and human-assisted service. Serving over 450 businesses worldwide, including Xfinity Home, Tencent and Supercell, Helpshift is headquartered in San Francisco, with offices around the globe. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter.
Since 1982, CUSTOMER magazine (formerly CustomerInteraction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
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