• Helpshift

  Participated · Series B · Jun 2016

  Helpshift provides a customer-support platform for mobile apps that delivers a messaging experience enabling customers to talk to companies like they would talk to friends. The platform includes native in-app FAQs, in-app chat, a full CRM ticketing system, in-app campaigns and in-app surveys. Helpshift’s customers include Zynga, Virgin Media, Microsoft, Western Union, Flipboard, Shyp, WordPress and thousands of other brands, startups and developers. The service is installed on 2 billion devices worldwide and serves 400+ million mobile customers monthly. The company is led by CEO and co-founder Abinash Tripathy. Helpshift is exploring integrations of its in-app customer support solutions with Cisco’s contact center solutions following the recent investment, and the deal brought total funding to date to more than $38M (Cisco’s contribution could amount to approximately $2M). Helpshift offers an SDK that connects users inside mobile apps to customer service teams via in-app messaging. Its messaging product is deployed across roughly 1.3 billion unique devices through deals with major apps such as Supercell. The company sells a paid tier (starting at $185/month) and counts thousands of paying customers, but is not yet profitable. Helpshift is expanding its product beyond messaging into analytics based on anonymized chat themes, a voice service, and a desktop/Outlook version to reach another billion devices. The product team is based in India while sales and business development operate out of California for the San Francisco–based company. Helpshift also integrates with cloud providers such as Microsoft Azure and provides an SDK for Windows apps. Helpshift offers an in-app customer service platform that embeds support directly into mobile apps for iOS, Android, Unity and PhoneGap-based applications. The company says its service has been installed on over 150 million devices and counts customers such as Supercell, Glu Mobile and Flipboard. Helpshift argues that embedding support can reduce churn by about 40 percent and help developers avoid negative app-store reviews. Pricing starts at $20/month for small teams (up to two agents and roughly 20,000 monthly active users) with $100/month Pro and $500/month Growth plans for larger apps. The team plans to continue investing in end-to-end customer life-cycle tools, expand its sales and marketing team in San Francisco, and target mobile commerce and on-demand services like taxi and food delivery. It is also preparing SDKs for Apple’s Swift and Metal and is evaluating support for Windows Phone. Helpshift builds a mobile-focused, SaaS customer-support platform delivered via a native SDK that embeds an in-app support desk into native apps. The product provides customizable support screens that match an app's visual style, is instantly searchable, works offline, and includes in-app messaging with inline device diagnostics and screenshots. The platform currently supports iOS and HTML5; the company plans to add Android support next week and to roll out support for other mobile operating systems in the near future. Founders Abinash Tripathy and Baishampayan Ghose started the company last year after months of testing the solution. Helpshift aims to reduce ticket volume by surfacing self-service solutions and proactive support so teams can fix issues before they become tickets. The company closed a $3.2 million seed round to fund a soft launch of its mobile-focused SaaS solution.

No current team members are available.