Helpshift Integrates With Salesforce

Helpshift Integrates With Salesforce

By Denis Pombriant

May 25, 2017 1:48 PM PT


Mobile technology has delivered a lot of useful functionality that enables vendors and their customers to be on the same page more frequently. However, the screen size has an inherent drawback: It shows a very narrow slice of a reality — typically one idea at a time. The problem is especially acute in the key areas of sales and service.

A mobile “help” app should deliver help the customer values. One that misunderstands the customer’s situation or its role in responding to it can be a source of pain, frustration or even customer churn. We’d be kidding ourselves if we didn’t see that problem.

Good AI and machine learning tools have done a lot to ensure that the sales offers vendors place on customers’ small screens are the ones customers actually value.

The same need exists in customer service — putting the right information before a customer — but AI might not be necessary. However, because the mobile screen will support only one idea at a time, it’s critical that the help is, well, helpful.

There’s less to wonder about in a help situation and therefore less need for analytics. What is needed is simply step-by-step help as a customer traverses a process.

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