Boost Agent Efficiency with
a Unified Workspace
Discover the ultimate workspace where everything connects — from bots and tickets to the help center. Designed for efficiency, our centralized agent workspace streamlines your support operations, enabling seamless management and interaction within one powerful platform.
- AI-Enhanced
- Unified Dashboard
- Effortless Engagement
AI-Enhanced Workspace
Where Advanced AI Complements Human Expertise
Manage all customer interactions efficiently with our consolidated dashboard. Our AI-enhanced workspace is designed to elevate every interaction, ensuring agents are equipped to provide more impactful, empathetic customer service.
Real-Time Translation
Enable agents to communicate in any supported language without hiring additional language-specific staff.
Sentiment Analysis
Quickly gauge customer emotions to tailor empathetic responses.
Enhanced Engagement
Use AI insights for faster resolutions and increased customer satisfaction.
Streamline
Enhance Collaboration and Improve Customer Conversations
Leverage Helpshift’s integrated Messaging capability for dynamic live and asynchronous interactions with customers, facilitating context-rich conversations and smooth collaboration among agents for exceptional support delivery.
Messaging
Offer flexible, real-time or delayed communication to match customer preferences and availability.
Collaboration
Work together seamlessly with other agents to resolve customer issues efficiently and effectively.
Ticket Management
Prioritize and Manage Tickets Effectively
Our advanced ticket management system simplifies case handling, allowing agents to focus on what they do best — solving customer issues. With features like auto assignment, routing and prioritization, agents can manage their workload more effectively, reducing response times and increasing customer satisfaction.
Unified dashboard
Seamlessly manage tickets across email, messaging, and social media channels from a single dashboard
Smart Views
Customize agent dashboards with filters for a focused overview of tickets requiring immediate attention.
Flexible Queues
Tailor special queues to manage and prioritize tickets based on urgency, topic, or customer value.
Language AI
Enhance Communication with Multilingual Support
Break down language barriers and provide seamless customer support with our Agent Workspace’s built-in machine translation feature. Communicate effortlessly with customers from around the world, ensuring a smooth and efficient support experience.
AI Agent Copilot
Empowering Agents with AI for Faster, Smarter Support
Agent Co-Pilot is an AI assistant built to enhance agent efficiency and accuracy, delivering quicker, more personalized service by seamlessly blending into existing workflows.
Sentiment Analysis
Understand Your Customers Beyond Words
Uncover the emotional tone of customer conversations with our Sentiment Analysis feature. Easily prioritize urgent tickets and adjust your responses to resonate with customer emotions, ensuring an empathetic and personalized service experience.
Tailored Empathy
Adapt responses to match identified sentiments, enhancing customer satisfaction.
Swift Prioritization
Quickly address negative sentiments to streamline resolutions.
Sentiment Trends
Monitor sentiment trends to gauge the impact of agent interactions on customer satisfaction.
Issue Summary
Maximize Productivity with AI-Generated Summaries
The Issue Summary feature automatically condenses customer support conversations into concise, clear summaries. Each summary provides details about the customer’s issue, attempted resolutions, reasons for any unsuccessful attempts, and additional context.
This allows agents to quickly grasp the situation, avoiding delays, promoting clarity, and ensuring consistent understanding across teams. By eliminating the need for manual review of conversations, agents can resolve issues faster, significantly boosting productivity.
Suggest Response
Instant, Context-Aware Replies for Quicker Resolutions
This feature leverages Generative AI to suggest instant, relevant responses based on past interactions and the specific context of the current query. This automation allows agents to focus on resolving issues faster by eliminating tedious and repetitive research.
Instant Context-Driven Suggestions
AI uses the specific context of each customer query to instantly suggest the most relevant and accurate answers.
Consistent Quality
Agents, regardless of experience or workload, can deliver uniform, high-quality responses.
Faster Resolutions
AI eliminates the need for agents to manually search multiple sources, enabling them to respond faster and resolve issues more efficiently.
Queue Management
Enhance Team Flexibility and Efficiency
Our sophisticated queue management system empowers your support team with the flexibility and efficiency needed to excel. Designed to simplify the support process, it enhances both agent performance and customer satisfaction.
Smart Auto-Assignment
Leverage automations for intelligent issue distribution to groups, incorporating backlog management for streamlined support operations.
Protected Queues
Leverage automations for intelligent issue distribution to groups, incorporating backlog management for streamlined support operations.
Real-Time Operations Monitoring
Enables live monitoring of queue and team performance, allowing for immediate resource reallocation and coverage adjustments to maintain optimal support flow.
Advanced Analytics
Gain insights into support operations with Advanced Analytics. Get a comprehensive dashboard of essential KPIs for an overview of support activities. Evaluate self-help effectiveness and agent performance with case and system metrics. Seamless integration with external tools enhances data analysis capabilities.
Real-Time Dashboard
Get immediate visibility into queue activities, team dynamics, and agent metrics. Proactively manage resources and ensure consistent performance with features like queue monitoring and activity tracking.
Seamless Integration
Enhance your analytical capabilities with API integrations, connecting seamlessly with external tools for expanded data analysis.
Human Support Agents
Augment Your Customer Support with Our Expert Agents
Our professional customer support agents are available 24/7 to provide world-class assistance, designed specifically for businesses that want to deliver unparalleled customer satisfaction and efficiency.
Unparalleled Global Coverage
Delivering personalized and respectful support in over 150 languages across all time zones.
Always-on Availability
Guarantee uninterrupted service with our dedicated team available 24/7, all year round.
Seamless Brand Integration
Our agents resonate your brand voice, offering an authentic and consistent experience to your customers.
Scalability that Matches Your Growth
Expand and adapt customer support in tandem with your business needs and aspirations.
Happy Customers
Hear what our customers have to say about us
[Our agents] are absolutely loving it. It’s been a great way to engage differently with customers and handle 2 or 3 calls at a time … Helpshift has allowed us to maximize self-serve capability for customers which is something we haven’t been able to realize via telephony and email communication channels.
Liz Martin
Customer Advocacy Manager, Paymentshield
The integration of Helpshift SDK improved support agents’ efficiency, leading to time savings and increased productivity. With an 80% boost in agent productivity, Helpshift allowed agents to resolve 9 issues per hour compared to Zendesk’s 5. The average number of sent replies per hour also increased from 8 on Zendesk to 11 on Helpshift. Overall, this indicates a significant efficiency increase, enabling agents to assist more players concurrently with the same workforce.
Vlad Oboronko
Player Support Lead at SYBO
With the Modern Support Journey, gamers can get back to playing the game faster and agents can handle a larger volume of support tickets.
Korzhevsky Gennadiy
Head of Player Support at Social Quantum
Unlock Efficiency with Agent Workspace
Streamline your support operations and empower your agents with Helpshift’s intuitive Agent Workspace. Increase productivity and deliver exceptional customer experiences.
