Contact Center Solutions Featured Article

Helpshift Unveils New Product Offering, Seed Financing

October 31, 2012

Helpshift recently unveiled its new product offering by announcing a closed seed financing round of $3.2M led by True Ventures and Nexus Venture Partners. Officials from the company said the funds will be used to expand the operations of the company.

"True Ventures invests in promising founders who are building for the markets of the future. The proliferation of mobile apps has changed how companies interact with their customers, and customer service must evolve beyond the traditional model. With its in-app customer support solution, Helpshift is creating an entirely new customer service model for today's mobile ecosystem," said Phil Black, founding partner at True Ventures, in a statement.

Offered as a SaaS (News - Alert) (Software-as-a-Service), Helpshift's mobile solution is hosted in the cloud, providing a native SDK that integrates with mobile applications to provide a seamless "in-app" customer support experience. The solution is available to customers even when a device is offline. The users can also communicate via short messages and can send the detailed description with these inline messages, allowing customer service representative to address customer issues from the Helpshift dashboard in real-time.

"Our early customers indicated that more than 80 percent of inbound customer enquiries were for common issues that already had solutions published in frequently asked questions (FAQ’s). Currently FAQ's are not searchable, and given the smaller mobile form factor, mobile users opt to submit a ticket instead of browsing through pages of content on their device," explained Helpshift co-founder and CEO, Abinash Tripathy, in a statement.

"In stark contrast to legacy customer service tools that focus on ticketing efficiency and address only the symptoms of the problem, we are focused on reducing overall ticket volume with proactive support and addressing the root of the problem."




Edited by Allison Boccamazzo

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