December Success Spotlight: Why You Should Rethink your ‘Live Webchat’
The Helpshift platform has been designed with “asynchronous” in mind from day one. Helpshift has been a pioneer in mobile messaging, and now we have brought that same experience to the web. Customer Success Manager Mckenna Morey explains how asynchronous web messaging works and the associated benefits in this month’s success spotlight. 1. What is […]
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 […]
Getting in Sync with your Customers: What’s the Difference between Synchronous and Asynchronous Communication
Much of our daily communication is asynchronous: we send an email in the morning and receive a reply at noon; we respond to a group text after getting home from work; we answer Slack messages after finishing an important project. We flow easily between synchronous and asynchronous communication via these interfaces, sometimes texting in real-time, […]
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 […]
The Beginner’s Guide To Customer Service Chatbots and AI
What Is An AI Customer Service Chatbot? There’s a lot of chatter about chatbots today, but the concept of a chatbot is really nothing new. Over the last 50+ years, the chatbot has significantly evolved with greater accuracy and diversity of use cases across industries. But at face value, a chatbot is a computer program […]