Discover the Power of Web Chat: Join Our Webinar!

Table of Contents

1. Introduction
2. Who is Help Shift?
3. The Current State of the Market
4. Why Messaging-Based Customer Service is Critical
5. Help Shift Web Chat: A Detailed Overview
   • Implementation
   • Customization
   • Features and Benefits
6. Live Demo: End User Experience
7. Live Demo: Admin Experience
8. Workflow Management and Automation
9. Issue Routing and Queuing
10. Conclusion

Introduction

Welcome to this help shift webinar where we will be discussing the importance of messaging-based customer service and introducing You to the features and benefits of help shift web chat. In today's market, providing excellent customer support is crucial for businesses to thrive. Customers prefer Instant messaging support over calls, emails, and web forms because it is quick, convenient, and gives them control over when and where the conversation takes place. Help shift is a next-generation digital customer service platform that revolutionizes the customer support industry through AI-powered messaging. With its platform, large brands like Microsoft, Comcast Xfinity home, and Zynga have successfully delivered high levels of customer support at low costs.

Who is Help Shift?

Help shift is a next-generation digital customer service platform that enables brands to provide scalable support in real time. With their AI-powered messaging platform, brands can easily offer support on various platforms including mobile web and mobile sites. Help shift has successfully served large brands like Microsoft, Comcast Xfinity home, and Zynga, reaching over 600 million consumers every month. By using help shift's platform, brands can deliver high-quality customer support while keeping costs low.

The Current State of the Market

In today's market, customer preferences have shifted towards messaging-based support. Customers favor instant messaging support over calls, emails, and web forms because it gives them control over when and where the conversation takes place. According to statistics, more than 50% of online adults are likely to abandon their purchase if they can't find a quick answer to their question. Additionally, 44% of online consumers consider having their question answered by a live person mid-purchase as one of the most important features a Website can offer. A recent Facebook survey conducted by Nielsen shows that 56% of people prefer to message a business rather than make a phone call. Messaging is becoming the future of business communication and is expected to become the standard operating system for businesses.

Why Messaging-Based Customer Service is Critical

Messaging-based customer service is critical for businesses because it provides Instant Answers to customer questions, similar to an in-store experience. By adopting messaging support, brands can boost conversions, eliminate website bounces and cart abandonment, and provide immediate support to their customers. Messaging-based customer service also reduces wait and resolution times, leading to happier customers, increased brand loyalty, and improved customer satisfaction.

Help Shift Web Chat: A Detailed Overview

Help shift web chat is a modern messaging experience designed for websites and mobile web. With just one click, customers can connect with well-qualified agents and get their questions answered in real time. Help shift web chat is an intelligently designed platform that takes inspiration from popular messaging tools like Slack, Facebook Messenger, and iMessage, making it familiar and user-friendly for customers. Implementation of web chat is easy, requiring just a single snippet of code to be added to any web page. Customization options allow brands to adjust the look and feel of the web chat to match their website. Help shift web chat also offers built-in chat bots that can automate responses and provide immediate answers to customer queries.

Implementation

Implementing help shift web chat is simple and requires adding a single snippet of code to the web page. The rest of the configuration is done within the help shift dashboard, with no development work required. Help shift offers customization options to match the look and feel of the web chat with the brand's website. Business hours can also be set to define when support is available to users.

Customization

Help shift web chat can be customized to meet specific requirements. It offers features like automatic greetings, personalized greetings, and customizable colors to match the brand's identity. Nicknames can be set up to enhance the conversational experience. The platform also supports automations for actions such as follow-ups, resolutions, and re-routing of issues.

Features and Benefits

Help shift web chat provides a range of features and benefits for businesses. It allows customers to receive immediate answers to their questions, reducing ticket volume and improving customer satisfaction. With Live Chat support, businesses can reduce wait and resolution times, leading to happier customers and improved brand loyalty. The messaging-based support also helps in ticket deflection and boosts conversions by connecting customers with agents who can address their concerns in real time.

Live Demo: End User Experience

In this section, we will walk you through the end-user experience of help shift web chat. The web chat interface is designed to offer a conversational UI, similar to popular messaging apps. Customers can easily initiate a chat with an agent and get their queries answered in real time. Answer bots provide instant responses, and the get info bot collects necessary customer information. The conversation is seamlessly transferred to an agent, who can provide personalized support.

Live Demo: Admin Experience

In this section, we will showcase the admin experience of help shift web chat. Admins have access to the help shift dashboard, where they can see all the incoming issues. They can configure settings, customize the web chat, and set up automations for efficient management of customer queries. The dashboard provides a comprehensive view of all the ongoing conversations, agent assignments, and issue statuses. Admins can prioritize and route issues based on customer attributes, ensuring the right customer is connected to the right agent at the right time.

Workflow Management and Automation

Help shift web chat offers advanced workflow management capabilities. Admins can configure sophisticated business rules to seamlessly process and route millions of issues in real time. Automations enable the management of service level agreements (SLAs), follow-ups, and resolutions. The routing engine and queuing system prioritize and route issues based on customer attributes and issue types, ensuring efficient and Timely support. All these features are accessible within one unified dashboard, providing a seamless experience for admins.

Issue Routing and Queuing

Help shift web chat provides powerful issue routing and queuing capabilities. Issues can be categorized and assigned to the appropriate queues based on predefined rules. Agents can focus on assigned issues, ensuring efficient handling and resolution. The platform supports tailored routing based on customer attributes and issue types, resulting in personalized support. With help shift web chat, businesses can provide consistent and high-quality customer service.

Conclusion

In conclusion, help shift web chat is a powerful platform that enables businesses to provide messaging-based customer support in real time. With its AI-powered features, customization options, and workflow management capabilities, help shift web chat revolutionizes the customer support industry. It allows businesses to deliver scalable support, reduce wait times, and improve customer satisfaction. By adopting help shift web chat, brands can enhance their online presence, build customer loyalty, and stay ahead in today's competitive market.

Highlights

• Help shift is a next-generation digital customer service platform revolutionizing the industry through AI-powered messaging.
• Customers prefer instant messaging support over calls, emails, and web forms.
• Messaging-based customer service reduces wait and resolution times, leading to happier customers and improved brand loyalty.
• Help shift web chat offers easy implementation and customization options.
• Automations and routing features ensure efficient handling of customer queries.
• Help shift web chat enables businesses to provide consistent and high-quality customer support.

FAQ

Q: Is help shift web chat suitable for all types of businesses? A: Yes, help shift web chat can be customized to meet the specific needs of various businesses, regardless of their industry or size.

Q: Can help shift web chat handle a high volume of customer queries? A: Yes, help shift web chat is designed to support a huge volume of tickets efficiently, thanks to its AI-powered platform and workflow management capabilities.

Q: Can I integrate help shift web chat with my existing systems? A: Yes, help shift web chat can be seamlessly integrated with existing systems, allowing for a smooth customer support experience across multiple platforms.

Q: Does help shift web chat provide analytics and reporting? A: Yes, help shift web chat offers comprehensive analytics and reporting features, allowing businesses to monitor and improve their customer support performance.