Helpshift Announces Integration Capabilities for Customers on Salesforce AppExchange

Helpshift announced an integration with new capabilities available on the Salesforce AppExchange.

This integration is meant to improve the mobile user experience by enabling service agents to deliver support to app users directly from within their Salesforce Service Cloud Dashboard – In-app!

When a customer contacts support from inside the Helpshift-enabled app, a Salesforce case is created that the agent responds to, creating an in-app conversation. Customers get notified via banners, notifications and badges, enabling them to continue at their pace.

"Organizations are seeing an explosion in demand for mobile solutions from their customers," said Esteban Kolsky, president of thinkJar, a customer strategies advisory firm. "They quickly realize that they can't offer outdated and incomplete solutions without real-time data. Direct integration with systems of record are at the core of their strategies to support this trend."  

Built on the Salesforce Platform, the Helpshift integration is now available on the Salesforce AppExchange. Enterprises can benefit in the following ways:

* In-app Messaging: Helpshift’s new integration capabilities allow existing Salesforce customers to provide support to mobile customers, which extends their ability to reach mobile customers where it matters: Directly in the app, and supported by the smartphones’ powerful notification mechanisms.

* Enhanced Knowledge Capabilities: Helpshift’s FAQs optimized for the native mobile app experience are combined with the Salesforce Knowledge Base. They appear inside the Salesforce Knowledge Base through a one-time mapping and can be maintained directly in Salesforce. Automatic synchronization ensures that the FAQs are always up-to-date in the mobile app.

* Agent Management: Support for mobile customers can be delivered from inside the Salesforce Dashboard. Cases are directly created in the Salesforce Service Cloud when a Helpshift customer initiates a conversation. There is no need to switch to Helpshift. No tab change, no context switch, no training is required; the process remains unchanged for the agents, ensuring zero disruption and high efficiency.

* Data Management: Customer data and metadata from Helpshift is available to Salesforce agents as part of the case in the Salesforce Service Cloud.