Omnichannel Inbox
One unified inbox for all of your customer support interactions.
A Beautiful and seamlessly integrated support experience
Your staff will fall in love with the “simple yet powerful” Helpy backend.
Ticketing, Knowledge base, and AI chat are all neatly integrated in a way that
will delight your agents.
Omni inbox
All support interactions flow into the same place, helping your team
stay on top of what is going on.
Make it your own
Customize the color palette, ticketing views and more to match your
brand and requirements
Works Everywhere
Helpy works across all devices, allowing your team to deliver great
support everywhere and anywhere.
Support Ticketing
Manage the complete support lifecycle, from request to resolution.
Helpy "gets" email, literally.
Helpy connects to your incoming support email addresses, converting each message into a ticket that can be assigned agents, teams, and tracked by status throughout its' life.
Built in Accountability
Each ticket keeps a complete log of all activities- including agent assignments and other changes so you always know who did what.
Service Level Policies
Set service level policies and define escalation actions when they are not met, helping ensure you are always exceeding customer expectations!
AI Chat
An automated support agent to answer 90% of your customer questions.
Meet your newest, most efficient support agent!
Carin is an artificial intelligence customer care rep that provides assistance
to your customers without human interaction, saving you time and loads of money.
Handles tier one questions and issues with ease.
Once she learns about your product or service, Carin will be your top
tier one rep, successfully resolving 50-90% of customer questions. She
has the ability to go deep and uses machine learning to go well beyond
simply suggesting knowledge base articles. She can even be connected to
external APIs to answer really tough questions like “Where is my order”.
Integrates with external APIs to answer tough questions.
Integrate Carin with external JSON APIs to answer tough questions
like "where is my order?" or "what does it cost to ship to my house?". You
simply provide the endpoint and tell her how to handle the response.
Team Collaboration
Increase productivity and speed at solving customer issues.
Groups
Set up groups to handle different topics and control agent access to tickets.
Each team can even have their own unique email address!
Mentions
Collaborate with other agents by @mentioning them in a ticket. Mentioned team
members will receive notifications of important ticket updates.
Live notifications
Get real-time notifications when you are assigned or mentioned on a ticket, or when other
important things happen. Notifications are by email, in app, and by browser to
make sure they are not missed.
Triggers and Automations
Construct powerful rules to automate your operation and save even more time.
Triggers
Add automated behaviors that respond to any event in the ticket lifecycle-
such as when its' opened, assigned, the customer replies, and more.
Automate things like ticket assignments, group routing, responses, internal notes,
and more, with the powerful trigger builder.
Helpcenter
The customer support portal is the hub of your support experience
Multilingual for multilanguage support
Support customers in multiple countries by delivering a translated and
customized support experience in each unique locale.
Designed for self support
Dramatically reduce incoming tickets by providing answers to most questions in a self serve format.
Customize to match your brand
Choose one of several base themes and easily change colors, layout and
customize the theme to match your brand.
Use only what you need
Optionally disable all self serve funcationality, or provide a FAQ only.
Reporting
Let data drive every decision
Operational reporting is built in
Internal reporting lets you track how busy you are, which teams and agents
are the busiest, and how effective you are at resolving tickets.
Track and optimize your knowledge base
Knowledgebase specific reports will make sure you are doing the most to drive
down ticket volume.
Satisfaction Ratings
Every customer you help has an opinion about how good your support is.
Helpy tracks and reports on this so you can improve.
