Helpwise

Start your day by opening one queue that gathers every customer message—email, WhatsApp, SMS, Facebook, Instagram, and website chat—so you don’t chase tabs or lose context. In Helpwise, create team inboxes by channel, define roles, and set routing rules that match how your crew actually works. Use tags and priorities for triage, auto-assign by skill or availability, and enforce response targets with SLAs. Add internal notes to brief a teammate without exposing details to the customer, and rely on collision detection to prevent duplicate replies. Build shortcut responses for frequent questions and insert variables (order ID, plan, due date) to personalize in seconds. Schedule agent shifts so workloads balance across time zones, and use round-robin or load-based assignment to keep the queue moving.

When a visitor lands on your site, trigger proactive messages using targeting rules—reach out to frequent visitors, returning shoppers, or high-value accounts before they ask for help. Start with live chat, then switch to co-browsing to see their screen, cursor movements, and clicks for faster troubleshooting. If the issue needs a specialist, transfer the conversation with one click while preserving full history. Escalate from chat to voice via Call Me or to video for complex walkthroughs. Keep long-running topics in subject-based threads so context persists across sessions and devices. After hours, capture questions through an offline form and route them to the right inbox for the next shift. Use whisper notes and private side chats to coach new agents in real time without slowing down the customer.

Turn repeated answers into a searchable help center. Convert resolved tickets into articles, organize them by topic, and embed suggested content in replies to deflect future tickets. Collect structured inputs with forms (refund reason, account email, invoice number) to eliminate back-and-forth. After each interaction, send a CSAT survey and track satisfaction trends. Monitor performance with dashboards for first response, resolution time, backlog, and channel volume. Break down metrics by teammate, tag, issue type, or account segment to find bottlenecks. Use insights to refine macros, staffing, and routing rules, and to spot content gaps in your knowledge base.

Connect your CRM, billing, and project tools so agents see customer context—plan level, payments, tickets, and tasks—without switching screens. Create follow-ups in external systems directly from a conversation and notify other teams in Slack. Share social and messaging inboxes across departments so sales, support, and success collaborate on the same thread. Capture and qualify leads from chat, pass them to sales, and continue post-sale support in the same workspace. Keep everything auditable with roles, logs, and a complete conversation history and document library. Use the API and webhooks to build custom workflows, and handle urgent requests from mobile when you’re away from your desk.