What Companies Can Learn From Netflix’s Record Breaking Month on Mobile
On Friday, Netflix announced a new record for consumer spend on mobile: the streaming service raked in $86.6 million across iOS and Android, a figure 77 percent higher than the $49 million the company generated last November. The consumer move to mobile has been gaining traction for years, with mobile market share currently at 44.19 […]
The New Imperative of AI-Powered Issue Classification: Why We Created Helpshift Predict
Providing fast and frictionless support for customer issues is essential for ensuring service excellence. Thus, it is critical to assign issues to appropriate agents and teams (or bots), while ensuring optimal resource utilization. The success of all downstream actions are based on the correct assignment of the ticket to the right agent or team. If […]
August Success Spotlight: Embracing AI for Issue Classification
If you ask your agents what the best part of their job is, they most likely won’t say that it’s manually sorting through and classifying issues. If you ask your customers what the best part of communicating with support is, they mostly likely won’t say that it’s waiting on hold for a representative. Automatic issue […]
The New World of CS Automation Part 1: AI is Everywhere— Except Customer Service
What is the first thing you do in the morning? Do you check the weather, read the news, scroll through Facebook, play music through Spotify, or ask Alexa to turn on the lights? An IDC study found that 80 percent of smartphone users check their phones even before brushing their teeth in the morning. And […]
From The Experts: Phil Black, True Ventures Founder, Discusses The Future Of Entrepreneurship
Phil Black has been of the most seminal members of Helpshift since its very inception. As a founder of True Ventures, he has not only invested in us, but also in hundreds of other incredibly successful, fascinating startups. We sat down at the True offices in San Francisco, to chat with him about how he […]
New Helpshift Read Receipts Display like iMessage: Know When Customers Received an Agent’s Reply
Confirm When Customers Receive Agent Replies with Helpshift’s New Feature: Read Receipts In today’s Customer Support world, there’s too much time wasted trying to make sure your customers actually read a reply from your Agents. For those of you who are accustomed to email-based solutions, you’re all-too familiar with the manual and automatic follow up […]