Best Practices

Are Your Customer Service Metrics Just A Vanity Score?

In one of the more hilarious portions of Dan Lyons’ satire of Silicon Valley, Disrupted, he recalls attempting to decipher this phrase, “So I can be the DRI on this, or Jan and I can be DRIs...

Best Practices

Data Shows We Are In The Worst Customer Satisfaction Crisis Of This Decade

There’s a common misconception that our society has been on a dramatic downhill trajectory ever since some enviable golden age in which everyone was happy and prosperous. It is this narrative...

Press

Helpshift CTO On How AI is about to disrupt the relationship economy

We are living in the age of the "Relationship Economy," wherein interactions with customers can make or break a company. Software and hardware products can be easily prototyped and distributed to...

Press

Thomas Wieberneit Discusses Why Chatbots In Support Is Akin To Putting The Cart Before The Horse

I recently sat down with my friend, the entrepreneur and CRM expert, Thomas Wieberneit, for a discussion on chatbots and customer support. A brilliant conversationalist as always, he transformed...

Best Practices

How to Know When Your Support Team Is Ready To Ditch Email

At 0-10 employees, most startups are either directly supporting their customers through email and phone, or using a shared email inbox with a support@company.com address. For very small startups,...

Best Practices

Are Your Customer Service Metrics Just A Vanity Score?

In one of the more hilarious portions of Dan Lyons’ satire of Silicon Valley, Disrupted, he recalls attempting to decipher this phrase, “So I can be the DRI on this, or Jan and I can be DRIs...

Best Practices

Data Shows We Are In The Worst Customer Satisfaction Crisis Of This Decade

There’s a common misconception that our society has been on a dramatic downhill trajectory ever since some enviable golden age in which everyone was happy and prosperous. It is this narrative...

Press

Helpshift CTO On How AI is about to disrupt the relationship economy

We are living in the age of the "Relationship Economy," wherein interactions with customers can make or break a company. Software and hardware products can be easily prototyped and distributed to...

Press

Thomas Wieberneit Discusses Why Chatbots In Support Is Akin To Putting The Cart Before The Horse

I recently sat down with my friend, the entrepreneur and CRM expert, Thomas Wieberneit, for a discussion on chatbots and customer support. A brilliant conversationalist as always, he transformed...

Best Practices

How to Know When Your Support Team Is Ready To Ditch Email

At 0-10 employees, most startups are either directly supporting their customers through email and phone, or using a shared email inbox with a support@company.com address. For very small startups,...