B2C Brands Deliver Exceptional Customer Service Experiences with Helpshift
Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and in a perfect world, customers would have 24/7 access to their agents without having to wait on hold. However, in our imperfect world, offering this level of care is extremely […]
When It Comes To Digital Customer Service, You Can Have Your Cake And Eat It Too
See how you can reduce your customer service spend with our cost savings calculator. Our digital customer service platform is largely built upon the notion that consumers want to communicate with brands like they communicate with one another: through a convenient and conversational channel. That’s why we’ve prioritized messaging-based customer service — it has that […]
Data Science Spotlight: What’s New with AI in Customer Service
Helpshift is fortunate enough to have its own in-house data science team tasked with creating AI products that are tailored specifically for customer service. The main reason that Helpshift has invested so heavily in this department is because B2C brands are entering a new era of automated customer service, and need a customer service partner […]
Top 5 Benefits of Chatbots in Customer Service
Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor experience due to chatbots often outweighed the cost reduction component due to ticket deflection. But thanks to improved artificial intelligence and machine learning capabilities, chatbots […]
MoviePass Transforms Customer Service Experience with Helpshift’s Asynchronous Messaging and Bots
MoviePass is the fastest growing subscription service, ever. After ballooning from 20,000 to three million users during Spring of 2018, the MoviePass support team also saw a massive accompanying spike in support requests. “We had an extremely high volume of chats earlier this year that continued through the summer coming from our subscriber base,” said […]
Web Chat 2.0: Behind the Scenes of Creating Fully Asynchronous Web Messaging Capabilities
The following post explores how Helpshift’s product management team has redefined traditional web chat to address our customers’ largest pain points. There are plenty of use cases for brands to continue providing real-time support, but we wanted to give them an alternative when live chat is not feasible or preferable. Messaging platforms such as Whatsapp […]