Helpmonks Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Integrates with other customer service software to improve support and enhance functionality

Provides analytics tools that reveal important business metrics and track progress

Displays important metrics relating to performance

Ability to define a custom domain from which emails are sent.

Able to send emails from multiple domains.

Ability to use a dedicated IP for deliverability.

Availability and quality of documentation for API, code library, implementation, and set up.

Ability for the platform to manage individual domain reputations. That way, senders with good sending practices are not penalized based on the sending practices of others.

Tracks emails sent and delivery rates and compiles them into standard reports.

Provides features and infrastructure to allow scaling for large organizations.

Emails are consistently received and software performs reliably.

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis.

Process for administrator to create personalized email templates from scratch or incorporate and leverage existing templates.

Quantity and quality of preset email templates for administrators to construct their own emails.

Able to customize the unsubscribe templates, handler, and tracking.

Able to segment transactional emails based on their purpose.

Detailed logs for tracking and debugging mail server activity.

Alerts administrator whenever a pre-set event occurs.

Integrates webhooks into emails to signal email status (i.e. sent, bounced, opened, etc.)

API used to track the status of emails.

API used to send emails (e.g. Web API, SMTP API)

Testing to ensure emails do not go to recipient's spam folder.

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Allows users to leave notes or comments on emails or relevant cases.

Provides a dedicated space or a thread feature that allows for long-form discussion.

Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions.

Allows users to create canned answers or templates for email responses.

Integrates without outside software to provide additional functionality or pull information.

Provides a tagging system to allow users to sort emails by relevant subject.

Analyzes trends in email content and resolution.

Tracks performance and productivity of users inside the application.

Tracks email analytics like emails opened, how long the email was opened for, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives