Helpwise Features
What are the features of Helpwise?
Design
- Personalization
Productivity Tools
- Notes
- Internal Discussion
- Assignments and Tasks
- Workflows
- Templates
- Integrations
- Tagging System
Analytics
- Trends
- Performance Tracking
- Email Tracking
Inbox Tools
- Unified Inbox
- Filters
- Notifications
Software Options
- Mobile Application
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Helpwise Categories on G2
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Platform
Mobile User Support | Based on 22 Helpwise reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 73% (Based on 22 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. 19 reviewers of Helpwise have provided feedback on this feature. | 85% (Based on 19 reviews) | |
User, Role, and Access Management | Based on 25 Helpwise reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 88% (Based on 25 reviews) | |
Integration | As reported in 20 Helpwise reviews. Integrates with other customer service software to improve support and enhance functionality | 88% (Based on 20 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress 20 reviewers of Helpwise have provided feedback on this feature. | 79% (Based on 20 reviews) | |
Dashboards | Based on 20 Helpwise reviews. Displays important metrics relating to performance | 81% (Based on 20 reviews) | |
Live chat | Provide tools for live chat on one's website. | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | Not enough data | |
Branding | Has the ability to customize look and feel of chatbot to match` company branding. | Not enough data | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. | Not enough data | |
Role-based access | Allows for varying access to chatbot and admin settings, depending on user, their role, etc. | Not enough data | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | As reported in 23 Helpwise reviews. User Experience of creating and submitting a ticket | 89% (Based on 23 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response 24 reviewers of Helpwise have provided feedback on this feature. | 91% (Based on 24 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions 22 reviewers of Helpwise have provided feedback on this feature. | 91% (Based on 22 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 19 Helpwise reviews. | 90% (Based on 19 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) 18 reviewers of Helpwise have provided feedback on this feature. | 87% (Based on 18 reviews) |
Attachments/Screencasts | Based on 25 Helpwise reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 89% (Based on 25 reviews) | |
Ticket Collaboration | Based on 24 Helpwise reviews. Share and collaborate on tickets with multiple customer service representatives | 91% (Based on 24 reviews) | |
Customer/Contact Database | Central repository for account and contact information 23 reviewers of Helpwise have provided feedback on this feature. | 79% (Based on 23 reviews) |
Communication Channels
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 23 reviewers of Helpwise have provided feedback on this feature. | 93% (Based on 23 reviews) | |
Live Chat Support | Based on 21 Helpwise reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 92% (Based on 21 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 18 reviewers of Helpwise have provided feedback on this feature. | 83% (Based on 18 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 15 Helpwise reviews. | 70% (Based on 15 reviews) |
Self-Service Experience
Knowledge Base | Based on 10 Helpwise reviews. Provides a repository of information that can be used by those seeking support. | 90% (Based on 10 reviews) | |
Searchable Articles | Based on 10 Helpwise reviews. Makes articles in the knowledge base searchable on the web. | 90% (Based on 10 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks This feature was mentioned in 10 Helpwise reviews. | 92% (Based on 10 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | As reported in 11 Helpwise reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 86% (Based on 11 reviews) | |
Notifications | As reported in 14 Helpwise reviews. Delivers notifications to both sides of the conversation. | 92% (Based on 14 reviews) | |
Targeted Emails | Based on 10 Helpwise reviews. Sends automated emails to further engage clients and potential clients. | 87% (Based on 10 reviews) | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 10 Helpwise reviews. | 88% (Based on 10 reviews) |
Internal Use
Customization | Based on 19 Helpwise reviews. Allows users to customize chat colors, text, logos, and branding. | 85% (Based on 19 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. This feature was mentioned in 12 Helpwise reviews. | 90% (Based on 12 reviews) | |
Lead Development | Based on 11 Helpwise reviews. Enables employees to denote potential customers. | 88% (Based on 11 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. This feature was mentioned in 12 Helpwise reviews. | 93% (Based on 12 reviews) | |
Team Inbox | Based on 14 Helpwise reviews. Provides a central location for help requests, helping employees respond sooner. | 93% (Based on 14 reviews) | |
Customer Profiles | Based on 12 Helpwise reviews. Allows for the creation of profiles for contacts and customers. | 93% (Based on 12 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
This feature was mentioned in 11 Helpwise reviews. | 98% (Based on 11 reviews) | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Connects employees with customers through a calling solution. | Not enough data | |
Text | Ability to connect agents with customers through text message solution.
| Not enough data | |
Social Media | Conversations enacted over social media. | Not enough data | |
Website | Conversations enacted through embedding or pop-ups on websites. | Not enough data | |
Text Message (SMS) | Conversations enacted through text message (SMS). | Not enough data | |
Other | Conversations enacted through other channels. | Not enough data | |
Multi-Channel Coverage | As reported in 26 Helpwise reviews. Software incorporates multiple digital communications channels. | 94% (Based on 26 reviews) | |
Open Listening | Based on 21 Helpwise reviews. Allows incorporation of inbound contacts from non-marketing channels. | 87% (Based on 21 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Messenger
Sequencing | Mapped-out responses for conversations. | Not enough data | |
Live Chat | Live human component of conversations. | Not enough data | |
Customization Interface | Quality of interface for designing and customizing conversation maps. | Not enough data |
Customers
Profiles | Creation and modification of customer profiles based on conversations. | Not enough data | |
Analytics | Reporting based around specific and overall conversation results. | Not enough data | |
Lead Gathering | Capture and organization of leads from conversations. | Not enough data |
Design
Personalization | Outbound communications are segmented and personalized. 31 reviewers of Helpwise have provided feedback on this feature. | 81% (Based on 31 reviews) | |
Inbound Identification | Inbound contacts are identified and handled based on history. This feature was mentioned in 30 Helpwise reviews. | 89% (Based on 30 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 24 Helpwise reviews. | 85% (Based on 24 reviews) |
Productivity Tools
Notes | Based on 52 Helpwise reviews. Allows users to leave notes or comments on emails or relevant cases. | 94% (Based on 52 reviews) | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. 48 reviewers of Helpwise have provided feedback on this feature. | 87% (Based on 48 reviews) | |
Assignments and Tasks | Based on 53 Helpwise reviews. Offer in-application assignment and task tracking functionality. | 92% (Based on 53 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 40 Helpwise reviews. | 87% (Based on 40 reviews) | |
Templates | Based on 51 Helpwise reviews. Allows users to create canned answers or templates for email responses. | 87% (Based on 51 reviews) | |
Integrations | Based on 47 Helpwise reviews. Integrates without outside software to provide additional functionality or pull information. | 86% (Based on 47 reviews) | |
Tagging System | Based on 55 Helpwise reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 88% (Based on 55 reviews) |
Analytics
Trends | Analyzes trends in email content and resolution. 34 reviewers of Helpwise have provided feedback on this feature. | 85% (Based on 34 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. This feature was mentioned in 38 Helpwise reviews. | 81% (Based on 38 reviews) | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. 51 reviewers of Helpwise have provided feedback on this feature. | 91% (Based on 51 reviews) |
Inbox Tools
Unified Inbox | Based on 35 Helpwise reviews. Consolidates multiple email accounts into one viewable platform. | 91% (Based on 35 reviews) | |
Filters | Based on 38 Helpwise reviews. Allows users to filter their emails by sender, date received, opened, etc. | 84% (Based on 38 reviews) | |
Reminders | As reported in 30 Helpwise reviews. Gives users reminders to send or reply to emails. | 86% (Based on 30 reviews) | |
Notifications | Provides notifications when users receive new emails. This feature was mentioned in 35 Helpwise reviews. | 85% (Based on 35 reviews) |
Coordination Tools
Calendar | As reported in 23 Helpwise reviews. Provides a native calendar. | 82% (Based on 23 reviews) | |
Contacts | As reported in 28 Helpwise reviews. Provides a native contact book. | 84% (Based on 28 reviews) | |
Task Management | Based on 28 Helpwise reviews. Offers built-in task creation and assignment functionality. | 85% (Based on 28 reviews) |
Software Options
Mobile Application | As reported in 32 Helpwise reviews. Software available as a mobile application. | 74% (Based on 32 reviews) |
Responses
Customization | Customize your chat workflows with rules and automations. | Not enough data | |
Control | Control who the chatbot converses with (and when). | Not enough data | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. | Not enough data | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. | Not enough data | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. | Not enough data |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 18 Helpwise reviews. | 79% (Based on 18 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. 18 reviewers of Helpwise have provided feedback on this feature. | 81% (Based on 18 reviews) | |
Contextual Engagement | As reported in 16 Helpwise reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 78% (Based on 16 reviews) | |
Proactive Engagement | As reported in 17 Helpwise reviews. Provides features for sending outbound messages to engage customers through proactive support. | 78% (Based on 17 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. This feature was mentioned in 17 Helpwise reviews. | 81% (Based on 17 reviews) | |
Seamless Escalation | As reported in 15 Helpwise reviews. Provides features for escalating conversations to the appropriate agent. | 81% (Based on 15 reviews) | |
Transcripts | As reported in 14 Helpwise reviews. Maintains a transcript of conversations from all channels. | 76% (Based on 14 reviews) | |
Self-Serve Support | As reported in 18 Helpwise reviews. Enables customers to resolve queries or issues without the assistance of an agent. | 79% (Based on 18 reviews) |
