Helpwise

Based on 22 Helpwise reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding. 19 reviewers of Helpwise have provided feedback on this feature.

Based on 25 Helpwise reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Integrates with other customer service software to improve support and enhance functionality 20 reviewers of Helpwise have provided feedback on this feature.

Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 20 Helpwise reviews.

As reported in 20 Helpwise reviews. Displays important metrics relating to performance

Provide tools for live chat on one's website.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding.

Gives user the ability to analyze conversations with the chatbot and see its performance.

Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

Can collect and store information from interlocators, such as email, phone number, etc.

As reported in 23 Helpwise reviews. User Experience of creating and submitting a ticket

Based on 24 Helpwise reviews. User Experience of responding and receiving a response

As reported in 22 Helpwise reviews. Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply This feature was mentioned in 19 Helpwise reviews.

Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 18 Helpwise reviews.

Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 25 Helpwise reviews.

Share and collaborate on tickets with multiple customer service representatives 24 reviewers of Helpwise have provided feedback on this feature.

Central repository for account and contact information This feature was mentioned in 23 Helpwise reviews.

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket This feature was mentioned in 23 Helpwise reviews.

Ability for customer service agents to communicate with customers via live chat to solve problems live This feature was mentioned in 21 Helpwise reviews.

As reported in 18 Helpwise reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

As reported in 15 Helpwise reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Provides a repository of information that can be used by those seeking support. 10 reviewers of Helpwise have provided feedback on this feature.

As reported in 10 Helpwise reviews. Makes articles in the knowledge base searchable on the web.

Optimizes the customer self-service experience on mobile devices

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks This feature was mentioned in 10 Helpwise reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 11 Helpwise reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

As reported in 14 Helpwise reviews. Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients. 10 reviewers of Helpwise have provided feedback on this feature.

Based on 10 Helpwise reviews. Allows for live chat to be enabled within the app for customer help.

Allows users to customize chat colors, text, logos, and branding. 19 reviewers of Helpwise have provided feedback on this feature.

As reported in 12 Helpwise reviews. Archives conversations in a separate location for later reference.

As reported in 11 Helpwise reviews. Enables employees to denote potential customers.

Based on 12 Helpwise reviews. Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner. 14 reviewers of Helpwise have provided feedback on this feature.

Allows for the creation of profiles for contacts and customers. This feature was mentioned in 12 Helpwise reviews.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Based on 11 Helpwise reviews. Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Conversations enacted over social media.

Conversations enacted through embedding or pop-ups on websites.

Conversations enacted through text message (SMS).

Conversations enacted through other channels.

As reported in 26 Helpwise reviews. Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels. This feature was mentioned in 21 Helpwise reviews.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Mapped-out responses for conversations.

Live human component of conversations.

Quality of interface for designing and customizing conversation maps.

Creation and modification of customer profiles based on conversations.

Reporting based around specific and overall conversation results.

Capture and organization of leads from conversations.

Based on 31 Helpwise reviews. Outbound communications are segmented and personalized.

Based on 30 Helpwise reviews. Inbound contacts are identified and handled based on history.

Based on 24 Helpwise reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Based on 52 Helpwise reviews. Allows users to leave notes or comments on emails or relevant cases.

As reported in 48 Helpwise reviews. Provides a dedicated space or a thread feature that allows for long-form discussion.

As reported in 53 Helpwise reviews. Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 40 Helpwise reviews.

Based on 51 Helpwise reviews. Allows users to create canned answers or templates for email responses.

Integrates without outside software to provide additional functionality or pull information. 47 reviewers of Helpwise have provided feedback on this feature.

Provides a tagging system to allow users to sort emails by relevant subject. 55 reviewers of Helpwise have provided feedback on this feature.

As reported in 34 Helpwise reviews. Analyzes trends in email content and resolution.

Tracks performance and productivity of users inside the application. 38 reviewers of Helpwise have provided feedback on this feature.

Based on 51 Helpwise reviews. Tracks email analytics like emails opened, how long the email was opened for, etc.

As reported in 35 Helpwise reviews. Consolidates multiple email accounts into one viewable platform.

As reported in 38 Helpwise reviews. Allows users to filter their emails by sender, date received, opened, etc.

As reported in 30 Helpwise reviews. Gives users reminders to send or reply to emails.

Based on 35 Helpwise reviews. Provides notifications when users receive new emails.

Provides a native calendar. 23 reviewers of Helpwise have provided feedback on this feature.

Based on 28 Helpwise reviews. Provides a native contact book.

As reported in 28 Helpwise reviews. Offers built-in task creation and assignment functionality.

As reported in 32 Helpwise reviews. Software available as a mobile application.

Customize your chat workflows with rules and automations.

Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises.

Can provide interlocators with menus, through which they can choose a relevant response.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

Identifies the customer and personalizes interaction at every touchpoint. 18 reviewers of Helpwise have provided feedback on this feature.

Allows multiple related channels to interact at once to reduce transfers. 18 reviewers of Helpwise have provided feedback on this feature.

Based on 16 Helpwise reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 17 Helpwise reviews.

Can route contacts to agents the customer has worked with before. This feature was mentioned in 17 Helpwise reviews.

Based on 15 Helpwise reviews. Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels. 14 reviewers of Helpwise have provided feedback on this feature.

As reported in 18 Helpwise reviews. Enables customers to resolve queries or issues without the assistance of an agent.