Helpshift announced today its product offering and a recently closed seed financing round of $3.2M led by True Ventures and Nexus Venture Partners.
“True Ventures invests in promising founders who are building for the markets of the future. The proliferation of mobile apps has changed how companies interact with their customers, and customer service must evolve beyond the traditional model. With its in-app customer support solution, Helpshift is creating an entirely new customer service model for today’s mobile ecosystem,” said Phil Black, founding partner at True Ventures.
Helpshift’s mobile solution is offered as a SaaS (Software-as-a-Service) and is hosted in the cloud. The Company currently provides support for Apple devices (iOS) and HTML5 and is committed to being cross platform.
Helpshift provides a native SDK that integrates with mobile applications to provide a seamless “in-app” customer support experience. The support screens can be customized to match the apps visual style. Unlike traditional web-based solutions shoehorned into mobile applications, Helpshift is designed to be instantly searchable and available even when a device is not connected to any network (offline).
“Our early customers indicated that more than 80 percent of inbound customer enquiries were for common issues that already had solutions published in Frequently Asked Questions (FAQ’s). Currently FAQ’s are not searchable, and given the smaller mobile form factor, mobile users opt to submit a ticket instead of browsing through pages of content on their device,” said Helpshift co-founder and CEO Abinash Tripathy. “In stark contrast to legacy customer service tools that focus on ticketing efficiency and address only the symptoms of the problem, we are focused on reducing overall ticket volume with proactive support and addressing the root of the problem.”
The solution includes a familiar, in-app mobile messaging experience for users to communicate via short messages about problems they are facing. Detailed, device-specific diagnostics and screenshots can be sent in line with these messages, which enables a customer service representative to quickly and intelligently address customer issues from the Helpshift dashboard in real-time.
“At Nexus Ventures we look to back exceptional entrepreneurs building category leading companies. Abinash and team at Helpshift are doing just that, by offering a data-driven platform for customer service uniquely tailored to the native mobile experience.” said Jishnu Bhattacharjee, Managing Director, Nexus Venture Partners.