What is Helpsumo?
Helpsumo is a hosted online help desk solution designed to provide comprehensive customer support through multiple channels. It offers a full-featured ticketing system with support for multiple departments, auto-assignment, and SLA management. The platform enables businesses to convert incoming support emails into tickets and automatically assign them to staff members.
The software includes an integrated live chat system for real-time customer interactions, with the ability to record offline chats. It also features a self-service portal where companies can publish help articles, FAQs, videos, and PDF documents. Helpsumo supports social media integration to address queries from platforms like Twitter and Facebook, and can integrate with VOIP services for voice support.
Features
- Live Chat: Real-time chat system with offline chat recording capabilities
- Email Ticketing: Convert incoming support emails to tickets with auto-assignment
- Knowledge Base: Self-service portal for help articles, FAQs, videos and PDFs
- SLA Management: Service level agreement tracking and management
- Self Service Portal: Customer-facing portal for support resources
- Help Desk Reporting: Comprehensive reporting and dashboard for managers
- Social Media Integration: Address queries from Twitter and Facebook
- Mobile Ready: Responsive HTML5 design accessible on all devices
Use Cases
- Managing customer support tickets across multiple departments
- Providing real-time customer support through live chat
- Creating and maintaining a self-service knowledge base for customers
- Tracking and managing service level agreements (SLAs)
- Integrating social media queries into support workflows
- Converting email support requests into trackable tickets
- Providing voice support through VOIP integration
- Generating reports on support team performance and efficiency
FAQs
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What payment methods does Helpsumo accept?
Helpsumo accepts all major credit cards including Visa, Mastercard, Discover and American Express. For purchase orders or offline payments, customers should contact their account manager or [email protected]. -
How does the free trial work?
Paid plans include a 30-day free trial. After the trial period ends, the credit card on file will be charged for the selected plan. -
Are there any cancellation fees or contracts?
No, Helpsumo does not have cancellation fees or long-term contracts. Users can cancel their subscription at any time. -
Can I change my plan after signing up?
Yes, users can upgrade or downgrade their plan at any time according to their business needs.
