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…
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…
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…
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 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…
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…
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…
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…
Supercharge Your Self-Service: 5 Ways to Optimize Your Knowledge Base
A robust knowledge base has many benefits. It empowers your customers to self-serve, increasing ticket deflection in the process. It educates your customers so that when they do submit tickets,…
The Beginner’s Guide To Customer Service Chatbots and AI
First Off, What Is A 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…