Helpwise - Features

😄 Want to retain more customers? Schedule a consultation call with our Customer Service Expert

Features that make your customer experience better

Enable your customer-facing teams to communicate productively with each other and your customers.

Try For Free
allfeaturesheaderimg

Collaboration

Helpwise is packed with features that help in fostering collaboration and improving overall team productivity.

Mention team members inside conversations and work with them to respond to customer queries better and faster

Answer all customer queries across multiple channels from one single place in less time using our Universal Inbox feature.

No need to forward emails internally anymore or CC/BCC team members. Easily delegate customer conversations and create a system of accountability.

all-features-collaboration
universalinbox
Universal Inbox

Answer all customer queries across multiple channels from one single place in less time. Spend less time on inbox switching and more time on replying to customer conversations.

Read More
mention_notes
Mentions and Notes

Collaborate on replying to customer queries with your team members by mentioning them in conversation notes. Mentions will notify them that they have been mentioned by you.

Read More
assign
Assign

Manually assign conversations to team members who are responsible for handling that query. Delegate with ease and see which team member is working on which query.

Read More
custominbox
Custom Inbox

Create a custom inbox for your own custom communcation channel using Helpwise's APIs. You can create inboxes for Slack, Basecamp, or even your own internal communication tool!

Read More
shareddrafts
Shared Drafts

Forget sharing screenshots of your drafted replies and emails. Start sharing drafts with your team to receive feedback and collaborate on writing responses together.

Read More
collisiondetection
Collision Detection

Say goodbye to contradictory replies. Helpwise comes with built-in collision detection that detects when two people are writing a response to the same thread and alerts both parties.

Read More
discussions
Discussions

Initiate chats with your team members right inside Helpwise. No need to use 3rd party solutions to chat with your team members.

Read More
changesignature
Multiple Signatures

Using more than one signature while servicing your customers? You can set up multiple signatures with Helpwise and change them on the fly while composing emails.

Read More
slackandteam
Integrations

You can connect your Slack, Microsoft Teams or Basecamp with Helpwise and collaborate with external team members on Helpwise conversations easily.

Read More

Automation

Work faster by automating mundane and repetitive tasks. Smart work beats Hard work.

Create custom rules that suit your team's workflow, and improve(remove s) your productivity by automatically taking up tasks unique to your team use case. Automate query delegation, tagging, replies and much more.

Assign customer queries smartly by configuring Smart Assign settings that allow you to automatically assign conversations by round robin, load balancing or in random manner so that Helpwise does the heavy lifiting for you and you don't have to spend time on query delegation.

Setup service level agreements (SLAs) to reduce response lag and improve customer satisfaction. You can set up time based conditions that get triggered if a certain time has passed without any action being taken on a customer conversation.

automationimg
automationrules
Automation Rules

Automate mundane and repetitive tasks like assigning, tagging, closing conversations by setting up workflows using Automation Rules. Helpwise will handle the workload for your team.

Read More
servicelevelagreement
Service Level Agreements

Ensure fast response times by setting up time based SLAs that allow you to set up actions when a conversation remains unactioned for a certain amount of time.

Read More
smartassignment
Smart Assign

Helpwise automatically manages your team's workload by smartly assigning conversations based on logics like round robin, load balance and random. No more manual delegations!

Read More
chatbot
Chatbots

Reduce burden on your team by setting up chatbots that automatically handle queries. The decision tree based logic will help your customers based on their selected responses.

Read More
savedreply
Saved Replies

Save your agents from writing common replies again and again. You can also use variables to dynamically insert customer information automatically in these templates.

Read More
csat
CSAT

Automate customer feedbacks directly from Helpwise. Analyse feedback and scores to improve your support processes and quality.

Read More

Productivity

Find time to do things that your teams were never able to do before with productivity improving features inside Helpwise.

Use Smart search & Views to create and save customer searches. You can create specific searches instead of manually searching for a conversation.

Categorise conversations by tagging them so that it's easy for you to sort and find conversations. Now, you don't have to keep track of everything in your head.

Use analytics and reports to get customer insights, and how your team members have been performing in servicing their queries. This will help you optimize response times and service processes.

productivityimg
analytics
Analytics

Optimise team performance and support processes by taking a deep dive into your support team's performance across inboxes. Track individual workload and key metrics.

Read More
tags
Tags

Declutter your inbox by creating tags that work as categories for different types of conversations. Helpwise can also apply tags on new conversations based on the content.

Read More
filemanager
File Manager

Manage all the files you and your team share and receive across inboxes, in a single place. You can also search, filter, mark important, bulk download files from a single place.

Read More
forms
Forms

Allow customers to submit feedback. Collect customer information for tickets, queries, newsletter subscriptions and more.

Read More
views
Views

Views allow you to save and pin specific search filters inside your inbox so that you can filter out conversations quickly that you regularly need.

Read More
helpcenters
Help Centers

Set up knowledgebases to host articles that can be shared with your customers. You can create Help centers for customer onboarding, internal documents etc.

Read More
smartsearch
Smart Search

Narrow down your conversation search results according to specific criteria. Search for conversations quickly that might not be easy to find with a simple search.

Read More
conversationlogs
Conversations Logs

Keep track of all actions taken on a conversation and stores it in the same thread as a log that can be accessed by all team members of that inbox. This helps in better accountability.

Read More
customapp
Custom App

Create custom apps and integrations for tools that your team uses internally and use them right from Helpwise.

Read More