The News

On September 7, 2017 Helpshift announced the appointment of a new CEO in a blog post. Salesforce veteran Linda Crawford, with a tenure in the CRM arena that stretches back to 1996, took over the role, being the successor of co-founder Abinash Tripathy. Before, she held various positions at ...

A short while ago Craig Rentzke from Helpshift pointed me to a particular episode of CXOTalk, featuring Kevin Henrikson of Microsoft and professor Anindya Ghose from NYU. Henrikson is responsible for Microsoft’s Outlook for Mobile, a personal information manager (PIM) app, whereas prof. Ghose comes ...

One of the eternal problems in a call center is getting an enquiry routed to the right agent. This is doubly true in a mobile world that demands conversational support in near real time. Add to this the fact that most customers seeking support already failed to find an answer to their inquiry using ...

The leading in-app support company Helpshift just released a seamless integration with the Salesforce Service Cloud. This integration is now available on AppExchange. Here a copy of the press release for your convenience, followed by my analysis:     Helpshift Announces New Integration Cap...

In a mobile world, where the smartphone has become the command center of our lives support needs to be offered from directly inside the app, using in-app messaging. This way the advantages of being able to send relevant contextual information about the state of the app to the service agent and the a...