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Helpshift Redefining Customer Service on Mobile

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Helpshift Redefining Customer Service on Mobile

Meg Rahner April 8, 2014

The last time you experienced a problem with an app, did you delete it?  If so – you’d be in the majority; 79% of app users will delete the app after they experience one usability issue. App developers can create a beautiful, user-friendly app, but if there’s a problem, users tend to delete the app immediately and oftentimes go on to write a negative review in the App Store. Helpshift is the solution that users and app developers have been waiting for; it has been created to help avoid mobile deletions by integrating its user and mobile-friendly Help section interface directly into apps.

Helpshift is the first company focused on creating a communication medium between an app user and app developer by redefining how companies handle customer service on mobile. Everything is in-app; there is no need for the user to go to websites or email to get answers. Helpshift aims to make it intuitive for the user to leave feedback through a Help button. The button reduces negative reviews on third-party platforms, converts feedback and engages with customers, and essentially makes it much easier for users to find information through the in-app actionable and mobile-friendly FAQs. Developers can also use Helpshift’s SDK in a very native format.

An FAQ section is prominent, addressing any questions that customers may have. If a question is not in the FAQ section, users can ask questions directly within the app through an iMessage-like experience, branded to look exactly like the app. The message gets logs into a system and when the agents reply back, the message comes right back inside the app. When the agent responds, customers receive a push notification and get their answer, allowing communication to still happen in a mobile first way. In-app messaging customer support agents are responsible for driving traffic back to your app.

Tushar Makhija, Vice President of Business Development at Helpshift, explains:

“If I buy something from Target and have a question, what do I do? I send out an email to them and contact support. All of those things work perfectly well in non-mobile world. However, iPhones and Androids are becoming much more than phones. An app is a service; you can do everything through an app now. When we examined this channel, we saw that there’s a big gap. My whole interaction with the company is happening through their app but then when we have to contact them, I’m pushed to email or a phone number. If you have a problem, want to give feedback, or have a question, rather than looking for support email address you can start a conversation directly into the app – this keeps it mobile-first.”

Product feedback and bug reports end up in 45% of app reviews. Helpshift helps to solve that problem because when the users want to vent their frustration, Helpshift intercepts negative reviews and converts them into feedback. Apps with Helpshift installed also can push people back to their apps by utilizing push messages, beneficial for both the customer and developers, and allowing customers to leave feedback within the app instead of on the App Store.

“Unfortunately the app store is a one way channel. A developer cannot log into an app store and try to solve someone’s problem,” explains Makhija. “If something goes wrong the app store becomes a ‘wall of shame’ and you as a developer are left helpless. If the help button is inside the app, the user is 99% more likely to use that button to send an in-app message rather than go into app store to complain.”

On mobile, users don’t have the time nor inclination to exit an app in order to find the answers they need; it’s much easier to just delete the app. Helpshift is bridging that gap by allowing customers to find answers and navigate FAQs directly within the app, customizing the experience to the app’s existing branding. Popular apps like Supercell, Circa and Flipboard a just a few of the 1,000 apps currently utilizing Helpshift’s services. As mobile apps continue to evolve, it will be increasingly important for users to be able to find the information they need about the app within the app – and Helpshift is on the forefront of these shifting and heightened expectations of apps.

Meg Rahner

Meg Rahner
Meg is the PR Coordinator for CircleClick and a writer for MobileFOMO. She is from Erie, Pennsylvania and has a BA in Public Relations from Penn State University. She moved to San Francisco shortly after graduating in 2010 and loves life on the west coast. Since moving to SF, she has contracted for the Academy of Art University's Marketing team, LinkedIn's Recruiting Team, and is excited to be pursuing her passion for writing and PR in her current roles.
Follow me on twitter @megrahner

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