Helpshift Blog

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Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously gauge customer service performance and gain executive buy-in for new and expanded initiatives. Here are a few KPIs you should be using to measure the success of digital customer support. How ‘digital’ changes the top customer support KPIs For decades, customer satisfaction (CSAT), time to first response (TTFR) and time to resolution (TTR) have served as the ...
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Angel Brockbank, Director of Customer Experience at Chatbooks, discusses how business leaders can use technology to support working parents, carers and more.   Balancing parenthood and careers used to be impossible. Years ago, it was expected that a parent would remain home to raise children — moms in particular.  Times have changed, but it’s still a challenge for many people to juggle household and office while keeping some semblance of a work/life balance. That’s where employers can really help ease the burden by investing in tools that create flexibility where and when it’s needed. Empowering workers Empowering all people to work effectively, ...
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37 percent   of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become an ingrained part of the way we live our daily lives.  With customer service, too, automation is becoming an expectation. When Helpshift surveyed 2,353 consumers in 2019,   we found   that 54 percent of them thought customer service had improved in just a year. Probably not a coincidence that we also noted a 20 percent increase in chatbots handling message-based ...
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By Allison O'Holleran, Product Marketing Manager at Helpshift Many AI + Chatbot providers in recent years have convinced brands that deploying their technologies will result in an improved customer experience while reducing operational inefficiencies and associated costs. Yet many of those Conversational AI platforms have not lived up to those promises. Gartner calls this phase the ‘Trough of Disillusionment’ in its often-referenced “Hype Cycle”: Interest wanes as experiments and implementations fail to deliver… Investment continues only if the surviving providers improve their products to the satisfaction of early adopters.  As the customer-support ...
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The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world at least, the word channels has a daunting mystique. It refers to the many ways you can reach and interact with customers, from the phone to live chat to fax. (Whoops, showing my age again.) Earlier this year, Forrester reported that retailers are starting to reap the rewards of omnichannel commerce . But this shift extends way beyond sticking stuff in a cart. Consumers expect a consistent experience ...
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We’ve got big news today at Helpshift! We just launched a new integration between Amazon Connect and our own digital customer support platform that you all know and love. We’re pretty excited about it, and we want you to be too, so we’ve put together a brief explainer to show you everything this integration will enable you to deliver to your customers. 1. Give your customers the power to channel surf Before today, phone support and messaging were two separate support channels. If a customer called you on the phone, there was no way to move the conversation over to messaging. With Amazon Connect + Helpshift, customers now have the option to switch ...
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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 today are instrumental for streamlining and optimizing customer service operations. While we might be preaching to the choir here, implementing new technology is rarely a solo decision. To help you build a solid business case for implementing chatbots that will resonate ...
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Why use in-app messaging versus push notifications? Yesterday I accidentally left my phone at home. When I told my friends at work, there was a stunned silence, followed by “Do you feel like you’re missing an arm?” It’s true that most people today keep their phone attached to the end of their arm — or at least, at arm’s reach. And consequently, businesses have gotten awfully good at reaching customers all the time. The average phone beeps, vibrates or lights up frequently with alerts, special deals, and timely offers. With so many messages in the mix, consumers start to tune them out. And if you’re too invasive, they unsubscribe, unfollow, and turn ...