“We live in a ‘real-time,’ ‘always on-demand’ era, where products and services are delivered as apps and live on the cloud. Campaigns take customers from first-time users to brand loyalists in the smallest window of time possible,” said Abinash Tripathy, CEO and Co-founder of Helpshift.
“This new capability eliminates heavy lifting and allows brands to easily automate and customize outbound messaging by bringing together in-app data and smart segmentation. By being proactive and helping customers in real-time, companies improve customer and agent satisfaction. This is the inescapable future of customer service!”
How does it work?
According to the company, campaigns enable customer service teams to start outbound communication with customers, which, to-date, has been exclusively a marketing function. The new feature aims to empower the customer service team to communicate effectively with customers based on their needs, in real-time, to drive up customer satisfaction and revenue.
This, claims Helpshift, will help it break organizational silos and enable customer service teams to transform from being a cost-center to a revenue center.
Furthermore, the company adds that this also eliminates the need for customers to contact customer service agents in call centers when they need help. Agents no longer need to wait around for irate customers to contact them; instead, the customer service platform automatically engages a customer and provides solutions to them based on data it receives from the app, in real-time, about the customer’s usage of the app. As a result, the helpdesk evolves from being a reactive service desk to a smart and proactive helpdesk that can assist customers before they even know they need it.
With Campaigns, Helpshift aims to enable apps to easily identify cohorts of users affected by specific issues and notify them with a push or in-app notification in real-time. This new tool also provides access to behaviors that may signal a customer is falling off, such as low engagement and slowed usage. The company claims that Campaigns harnesses this knowledge to effectively halt any problems that may arise, driving down customer complaints and curtailing app abandonment.
