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.
All support interactions flow into the same place, helping your team stay on top of what is going on.
Customize the color palette, ticketing views and more to match your brand and requirements
Helpy works across all devices, allowing your team to deliver great support everywhere and anywhere.
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.
Each ticket keeps a complete log of all activities- including agent assignments and other changes so you always know who did what.
Set service level policies and define escalation actions when they are not met, helping ensure you are always exceeding customer expectations!
Carin is an artificial intelligence customer care rep that provides assistance to your customers without human interaction, saving you time and loads of money.
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”.
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.
Set up groups to handle different topics and control agent access to tickets. Each team can even have their own unique email address!
Collaborate with other agents by @mentioning them in a ticket. Mentioned team members will receive notifications of important ticket updates.
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.
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.
Support customers in multiple countries by delivering a translated and customized support experience in each unique locale.
Dramatically reduce incoming tickets by providing answers to most questions in a self serve format.
Choose one of several base themes and easily change colors, layout and customize the theme to match your brand.
Optionally disable all self serve funcationality, or provide a FAQ only.
Internal reporting lets you track how busy you are, which teams and agents are the busiest, and how effective you are at resolving tickets.
Knowledgebase specific reports will make sure you are doing the most to drive down ticket volume.
Every customer you help has an opinion about how good your support is. Helpy tracks and reports on this so you can improve.
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