TMCNet:  Helpshift Named a 'Cool Vendor' by Gartner

[June 22, 2017]

Helpshift Named a ‘Cool Vendor’ by Gartner

Helpshift, the company revolutionizing the customer support industry through enterprise-level, in-app customer experiences, has announced its inclusion in the “Cool Vendors in CRM Customer Service, 2017”1 report published by Gartner (NewsAlert), Inc.

“Gartner rightly points out that ‘by 2020, 70 percent of all B2C customer support will take place on a mobile device’ and that ‘customer service capabilities lag behind the expectations of the mobile-native consumer,'” commented Abinash Tripathy, Helpshift Founder and CEO. “That’s why we’re so excited about Helpshift’s selection by Gartner as a ‘Cool Vendor’ – because our vision and mission are to deliver a set of solutions that enables enterprises to rapidly build, deploy and scale proactive and personalized in-app customer support that truly exceeds customer expectations.”

Why Helpshift Is ‘Cool’

Helpshift’s mobile in-app customer service solution plays a significant role in ensuring positive experiences for mobile customers. In many cases, the mobile device is the key customer touchpoint and the only place that products are purchased and services are consumed.

Helpshift provides a mobile in-app customer solution through contextual search and delivery of knowledge, as well as native in-app chat and real-time capture of user data through device and app, which are used to automate ticket routing and case workflows. Segmenting users based on application usage and behavior, the Helpshift solution sends timely, targeted messages to users, and goes beyond push messages with an in-app inbox that supports rich media content and custom actions.

Helshift’s proactive support capabilities allow companies to target and reach out to specific customers at the right time and with the right message to increase engagement and retention. Between a very high call/chat deflation rate and smart routing, the Helpshift system is very robust and can support large numbers of users and cases in a B2C space.

And Who Should Care?

In terms of “who should care” about Helpshift, application leaders supporting customer service in the gaming, digital content, digital media, consumer software and digital commerce industries should consider Helpshift because of its best-of-breed capabilities that deliver to end users a relevant and timely in-app customer service experience, while also providing customers with a highly effective agent experience for their customer service staff. In addition, application leaders looking to build mobile customer support functionality internally should consider using Helpshift’s Software Development Kit (SDK) and services out of the box.


Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Helpshift

Helpshift bridges the disconnect between conventional customer service channels like email and phone support and a growing consumer base that lives in a mobile-first world. As consumers do more on their mobile phones and have a strong preference for messaging as their primary mode of communication, Helpshift’s customer service platform provides instant answers and messaging right within the mobile app. The Helpshift SDK also easily integrates with third-party tools and allows for highly-personalized support and user segmentation. Through this streamlined support system, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Viacom, Virgin Media, Microsoft (NewsAlert), Western Union, Flipboard and WordPress and thousands of other industry-leading brands, startups and developers use the Helpshift platform to provide in-app support. Helpshift is installed on two billion devices worldwide and serves more than 400 million mobile customers monthly. To date, Helpshift has raised more than $38.2 million and is backed by Cisco (NewsAlert) Investments, Intel Capital, Microsoft Ventures, Nexus Venture Partners, Salesforce Ventures, True Ventures, and Visionnaire Ventures. To learn more about Helpshift, visit follow @helpshift on Twitter.

1 Gartner “Cool Vendors in CRM Customer Service, 2017” by Olive Huang, Jim Robinson, Michael Maoz, Jim Davies (NewsAlert), Brian Manusama, and Jenny Sussin, 23 May 2017.

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