Customer service is one of the key differentiators in an era when they have more choice than ever. With high expectations on quality and speed of service, customer support becomes demanding and stressful while the cost of even a single negative experience is higher than ever.
Compounding the issue is the sheer number of channels that customers engage with brands from emails to Whatsapp, social media and chat. 62% customers use email for service, 47% prefer live chats while 41% prefer in-person customer service over a call.
Managing these multiple channels while ensuring optimal customer experience has become a challenge for companies of all sizes. Sometimes during rush hours and the sheer volume of customer service demands, fulfilling even the most basic customer service tasks becomes daunting for businesses. During the pandemic when logistic and communication issues hit almost every business along with human resource challenges, support teams were faced with a choice, either find ways to streamline or automate or deal with an unending backlog of chaotic customer interactions.
Is Inbox Zen possible for Support Teams?
When businesses expand, they amass thousands of customers, and for large enterprises, this number can be in millions. That's why, today, automating customer service is the difference between chaos and zen. Helpwise, a shared inbox solution by SaaS Labs is helping companies achieve ‘inbox zero’, a coveted state when all queries are addressed and responded to every single day.
Helpwise does this by collating consumer inquiries across disparate channels in one place. This includes Email, Social Media, Whatsapp, Chat and more. It also enables teams to allocate and delegate tasks to each other and set owners for each task rather than looping into endless email chains where context is lost and the customer has to repeat themselves endlessly.
Businesses opting for Helpwise can also use built-in automation tools to improve their response times and introduce self service flows to reduce load on the support teams. In today’s world of demanding customers with dwindling attention spans, tools like Helpwise help companies serve customers better without burning out employees.
Founded in 2016, SaaS Labs the company behind Helpwise has been actively creating tools to equip teams for better communication and collaboration in Sales and Support. They have also developed other category leading products in the space such as JustCall, JustCall IQ, DialWorks, Callroot and EasyCalendar. After a recent Series B funding round of $42 million from Sequoia Capital and existing investors Base10 and Eight Roads to expand their product portfolio, they have also acquired a leading France based workspace collaboration platform Atolia and Polish call back automation tool CallPage.