SAN FRANCISCO–(BUSINESS WIRE)–Helpshift today announced an integration with new capabilities available on the Salesforce AppExchange. This integration is meant to improve the mobile user experience by enabling service agents to deliver support to app users directly from within their Salesforce Service Cloud Dashboard – In-app! When a customer contacts support from inside the Helpshift-enabled app, a Salesforce case is created that the agent responds to, creating an in-app conversation. Customers get notified via banners, notifications and badges, enabling them to continue at their pace.
“As mobile becomes the primary medium customers use to connect with brands, the ability to provide customer support through all touch points is vital to creating deeper engagement and brand loyalty”
“Organizations are seeing an explosion in demand for mobile solutions from their customers,” said Esteban Kolsky, president of thinkJar, a customer strategies advisory firm, “and they quickly realize they can’t offer outdated and incomplete solutions without real time data. Direct integration with systems of record are at the core of their strategies to support this trend.”
Built on the Salesforce Platform, the Helpshift integration is now available on the Salesforce AppExchange.
Enterprises can benefit in the following ways:
In-app Messaging: Helpshift’s new integration capabilities allow existing Salesforce customers to provide support to mobile customers, which extends their ability to reach mobile customers where it matters: Directly in the app, and supported by the smartphones’ powerful notification mechanisms.
Enhanced Knowledge Capabilities: Helpshift’s FAQs optimized for the native mobile app experience are combined with the Salesforce Knowledge Base. They appear inside the Salesforce Knowledge Base through a one-time mapping and can be maintained directly in Salesforce. Automatic synchronization ensures that the FAQs are always up-to-date in the mobile app.
Agent Management: Support for mobile customers can be delivered from inside the Salesforce Dashboard. Cases are directly created in the Salesforce Service Cloud when a Helpshift customer initiates a conversation. There is no need to switch to Helpshift. No tab change, no context switch, no training is required; the process remains unchanged for the agents, ensuring zero disruption and high efficiency.
Data Management: Customer data and metadata from Helpshift is available to Salesforce agents as part of the case in the Salesforce Service Cloud.
“As mobile becomes the primary medium customers use to connect with brands, the ability to provide customer support through all touch points is vital to creating deeper engagement and brand loyalty,” said Abinash Tripathy, Founder and CEO at Helpshift. “The enterprise no longer has to choose between uprooting their entire customer support structure and meeting customers where they spend most of their time – on mobile devices. Now the enterprise can provide a support experience for mobile customers and support agents can meet their needs quickly while continuing to do what they were doing within the Salesforce Platform. Everyone wins.”
“Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees,” said Kori O’Brien, SVP, ISV Sales, Salesforce. “By leveraging the power of the Salesforce Platform, Helpshift provides customers with an exciting new way to receive support experience across mobile touch points.”
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About Salesforce AppExchange
Salesforce AppExchange is the world’s leading enterprise apps marketplace that empowers companies to sell, service, market and engage in entirely new ways. With 3,500 partner apps and more than 4 million customer installs, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
Helpshift bridges the disconnect between conventional customer service channels like email and phone support, and a growing consumer base that lives in a mobile-first world. As consumers do more on their mobile phones and have a strong preference for messaging as their primary mode of communication, Helpshift’s customer service platform provides instant answers and messaging right within the mobile app. The Helpshift SDK also easily integrates with third party tools and allows for highly-personalized support and user segmentation. Through this highly-streamlined support system, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Viacom, Virgin Media, Western Union, WordPress, and thousands of other industry-leading brands, startups, and developers use the Helpshift platform to provide in-app support. Helpshift is installed on 2 Billion devices worldwide, and serves 400+ million mobile customers monthly. To date, Helpshift has raised more than $38.2 Million and is backed by Cisco Investments, Intel Capital, Nexus Venture Partners, Salesforce Ventures, True Ventures, and Visionnaire Ventures. To learn more about Helpshift, visit https://www.helpshift.com/ and follow @helpshift on Twitter.
Laura Ruark, 540-599-7886