Helpwise Help Desk Software

Helpwise is a product developed by SaaS Labs, Inc., which was founded by Gaurav Sharma in 2016. SaaS Labs operates out of the State of Delaware, United States, and boasts a team of over 60 individuals spread across different locations in the US, India, Philippines, and other parts of the world. The company specializes in creating digital products that emphasize themes such as Remote, Cloud, and Automation. Helpwise, alongside other products like JustCall and CallRoot, represents SaaS Labs' commitment to delivering business-to-business (B2B) solutions designed to enhance productivity and streamline operations. From its inception, SaaS Labs has been self-funded and profitable. The development of Helpwise was initiated as a solution to the internal need for a shared inbox that could cater to various teams within the organization, including support, sales ops, finance, and HR, due to dissatisfaction with existing market solutions. The internal success and positive feedback received led to Helpwise being opened up to the public in late 2019, and, as of February 2020, it serves over 500 businesses globally with a user base expanding by 10% monthly.

Helpwise offers a suite of productivity tools designed to streamline customer service and internal communication within businesses. At the core of its services is the shared inbox and email collaboration software, which allows teams to manage multiple email accounts like help@, sales@, etc., efficiently. This solves the common problem of managing customer communications spread across various channels by centralizing them in one easily accessible location. In addition to shared inboxes, Helpwise has expanded its offerings to include a Live Chat widget that can be integrated into a company's website. This feature enables real-time communication with customers, supporting quicker resolution of queries and improved customer service. The platform automates workload management among team members through smart assignment based on logic such as round-robin, load balancing, and randomness. This ensures an even distribution of tasks and helps maintain accountability. Further enhancing its value proposition, Helpwise facilitates effortless internal collaboration by allowing team members to be easily assigned to and mentioned in conversations, creating a seamless workflow that negates the need for multiple platforms for internal communication.

Here's an overview of the main features provided by Helpwise.io:

1. **Conversations Logs**: This feature allows teams to keep track of all actions taken on a conversation, which are stored in the same thread as a log. This enhances accountability among team members who share access to the inbox, making it easier to manage and follow up on customer interactions.

2. **Multi-device Accessibility**: Helpwise supports a flexible working environment by offering a web app, an iOS app, and an Android app. This ensures users can work from anywhere and on any device, enhancing the adaptability and mobility of customer service teams.

3. **AI-powered Features**: Helpwise has recently introduced two AI-powered features to streamline customer service processes:

- **Conversation Summarization**: This feature utilizes AI to generate automated summaries of long conversations, helping support teams collaborate more effectively and resolve customer issues by reducing the risk of miscommunication.

- **Draft Rephrase**: The AI draft rephrase feature enables users to instantly rephrase their draft messages. This facilitates the crafting of high-quality responses quickly, which is particularly beneficial for support agents under pressure.

These features are currently in beta testing and are powered by ChatGPT’s APIs, indicating a focus on leveraging advanced technology to improve the customer support experience.

4. **Automation and Collaboration**: Helpwise is geared towards transforming customer communication strategies with automation and collaboration features. Although specific functionalities aren't detailed in the provided information, the emphasis is on utilizing automation to support and enhance team collaboration and efficiency in customer service operations.

5. **Productivity Tools**: While direct details weren't provided in the texts, references to productivity tools such as notes, internal discussions, assignments and tasks, workflows, templates, integrations, and a tagging system were mentioned. These tools are likely designed to organize work, streamline processes, and facilitate communication within teams.

Helpwise offers several pricing plans for its products or services, catering to various levels of needs and features. Here are the detailed pricing plans available:

1. **Standard Plan**: Priced at $15, suitable for teams looking for essential customer service features.

2. **Premium Plan**: This plan costs $23 per user per month and includes all features from the Standard Plan plus additional capabilities like 10 shared inboxes (Email, SMS, WhatsApp, Live Chat & Social Media). This plan aims at offering a more comprehensive set of tools for managing customer interactions across different channels.

3. **Premium Plan (Alternative Pricing)**: Another source mentions the Premium Plan priced at $25, indicating possible variations or updates in pricing or additional tiers/options within the Premium category that offer advanced features.

Each plan is designed to accommodate different sizes of businesses, from smaller teams needing basic tools to larger organizations requiring extensive multi-channel communication support.

Helpwise.io is utilized by a variety of customers across different industries, showcasing the versatility and capability of their customer service platform. One notable customer is "Big Benefits Australia," which is highlighted as Australia's top provider of home care services to veterans. This organization benefits from Helpwise.io's offerings to handle routine tasks and improve its service delivery, demonstrating the platform's impact in facilitating efficient communication and support in a critical sector.