Mobile Customer Relationship Management: Mobile is the New CRM

Will The Mobile Device Ever Live Up to It’s Potential? Everyone in mobile commerce has been waiting to see mobile commerce take off. While individuals report it’s the one device they always have with them, the change in mobile commerce and CRM has not grown as fast at most experts expected – at least until now. There is a mobile customer relationship management company that is scaling fast. Intact, it has increased its revenues by 500% since their series A funding of $10M last  year. In addition they have added a new Chief Revenue Officer. The compHelpshift Logoany is call Helpshift. They are the first CRM solution built specifically for mobile applications.

HelpShift Is Adding New Team Members To Help It’s Growth: In addition, Helpshift also announced the appointment of Kevin Grant, seasoned enterprise and mobile executive from AT&T and Boku, as chief revenue officer, to advance Helpshift’s efforts in enterprise sales. Abinash Tripathy, founder and CEO of Helpshift was quoted saying, “I am extremely proud of Helpshift’s success thus far, and am excited about our future. The sky’s the limit and we have big plans for the rest of the year. Our focus is to keep growing the product and our position in the market. We’re thrilled to welcome Kevin to the executive team; his extensive client list and wealth of experience in the mobile space will only increase our current rate of success.”

With the addition of Kevin Grant to the Helpshift roster, the company is poised to continue its rapid growth. Grant’s experience working with Enterprise and Mobile industries will help solidify Helpshift’s customer base and triumphs in the market. Kevin Grant was quoted saying “Helpshift’s approach to mobile CRM is truly revolutionizing the customer service industry. It’s a great opportunity for me to work with such a smart group of leaders and engineers who are changing how merchants think about mobile customer care. I’m enthusiastic about the future of Helpshift, and look forward to helping our clients prioritize an amazing customer experience for their consumers. I love win-wins!

What is Helpshift? Helpshift is an in-app customer engagement platform that enables businesses with mobile apps to improve customer experience, drive higher ratings, and increase retention. Helpshift’s SDK allows companies of any size to have a direct in-app conversation with their customers. To date, Helpshift is installed on more than one billion devices and serves 300+ million mobile customers monthly, resulting in 70 percent faster resolution times. Just two years ago, Helpshift began as a small group of engineers in India and a small sales team in San Francisco. Helpshift now has a team of more than 50 engineers in India, and well-established account management, finance, customer success, sales, and marketing teams in San Francisco.

Why Is Helpshift so Important?  The companies that are making a fortune in the new mobile economy have sewed an exceptional customer experience into the very fabric of their company. Support doesn’t just add value — an exceptional customer experience is the value. But the current support solutions were never intended to support the mobile experience – you can’t pour motor oil into a jet engine and expect it to fly, and CRMs and helpdesks just don’t meet the needs of mobile users. Which is an issue, since there are more apps competing for a brand’s customer’s homescreen every day. The world is moving to mobile and shoving a web view into a native app isn’t good enough. Helpshift wants to offer businesses the ability to provide that unparalleled experience wherever their customers are. Helpshift makes it easy to create that exceptional experience in native mobile apps, transforming customers into the most passionate sales team you could hope for, and loyal for life.
Who Are Some of HelpfShift’s Customers? Helpshift has built applications for Target, DoubleDutch, Clash of Clans, Outlook, Family Guy and Mercari.

What Does Pricing Look Like? Helpshift has everything from the freemium model, with 10,000 users and 1 team members to 300,000 users and 3 team members to custom pricing.

With the mobile device being the one we all carry with us, it makes sense that increasing that customer experience would be key. Looks like Helpshift is out to make that a reality!

@DrNatalie VP and Principal Analyst, Constellation Research

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