Leading independent global research and advisory firm recognizes Helpshift with a differentiated rating in the vision and agent experience criteria
SAN FRANCISCO – April 15, 2020 – Helpshift, the platform revolutionizing customer service technology, has been recognized by Forrester Research, Inc. in its report, The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020. Helpshift was among the 13 emerging companies that Forrester invited to participate in its evaluation.
Helpshift received consistent scores across all categories, with on-par scores in eight categories and a differentiated score in two areas — vision and agent experience. The report also noted Helpshift’s unique approach to combining AI, bots, and agents. Forrester wrote “Helpshift’s unique low-code visual bot builder, coupled with packaged microbots, allows service organizations to quickly add automation to asynchronous digital channels. Bots and agents seamlessly work together, and bots are tuned with user feedback.“ Forrester also noted that Helpshift customers say they “yielded measurable efficiency and satisfaction gains.”
“We are pleased that Forrester recognizes us as a strong performer in this digital-first customer service solutions evaluation,” said Eric Vermillion, Helpshift President. “Helpshift is on the leading edge of this emerging category. Our unique vision revolutionizes the customer experience while helping organizations contain costs as they grow. We believe this report is a testament that our vision is resonating with the market and our customers.”
Helpshift joins the other providers in establishing an emerging market for digital-first customer service. The new category includes companies offering solutions for automated and assisted engagement, such as Helpshift’s asynchronous messaging, AI, and automation capabilities.
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.