Helpshift CEO sees machine learning as future of in-app customer support

Helpshift, a company which enables in-app customer support, recently closed a $23 million funding round with backing from Microsoft Ventures and Salesforce Ventures among others. Since it began in 2012, Helpshift claims to have pushed the market forward, being the first to offer a fully native mobile support experience. Some of the customers benefiting from Helpshift’s technology include Zynga, Virgin Media, Microsoft and WordPress. CEO and co-founder Abinash Tripathy (pictured) told Mobile World Live that developers of enterprise apps must focus on in-app care, estimating that close to 95 per cent of apps do not do so, thereby losing users. What are the most common challenges developers face when sorting out customer support for their apps? Most of the traditional solutions are not optimised for mobile and add too much friction to an already hassled user…


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