Posts in the ‘Releases’ Category
Customer Service Blog
Introducing Agent Collision Detection in Helprace
Tue, 19 Apr 2016, in Helprace, Releases
From now on, using Helprace as a team is easier than ever.
Say you're happily working away on a ticket or article, making numerous changes all the way until you hit Submit. Uh-oh! In that time, someone else managed to respond to your ticket or add their two cents to an article you were in the process of overhauling completely…
Single Sign-On (SSO) for Your Helprace Help Desk
Thu, 4 Feb 2016, in Helprace, Releases
We've just rolled out a number of exciting new features to make customer support easier than ever!
At Helprace, we've always taken customer feedback to heart. Whether we receive customer ideas through email, chat or the idea section of our community, it's relatively easy for us to identify what's important and prioritize that update. By harnessing this excitement demonstrated by our customers, we're able to have conversations to come back to and learn…
Tags: release, single sign-on
Support in Your Language: Translation Tools for Helprace
Thu, 16 Jul 2015, in Releases
By far our most popular feature request so far has been to offer Helprace in different languages. Since the idea was tossed around a few months ago, we've been overwhelmed by the response rate and pleasantly surprised to see so many languages being suggested.
But wait – we've got two more reasons to be happy…
Tags: release
Introducing Helprace Apps: Mold Support to Your Business
Fri, 29 May 2015, in Releases
As if you didn’t already know, we pride ourselves on being able to offer a support solution via the help desk, knowledge base and community components. Yet some of our customers expressed difficulties in making the most out of Helprace. More specifically, they were frustrated by the inability to turn off the support channels and feedback options they weren’t using. We admit that we were a bit clunky on that front.
Until now.
We’re happy to announce a huge improvement to Helprace…
Tags: release
Make Support Faster and More Productive with Macros
Mon, 2 Feb 2015, in Releases
Are you getting the same kind of questions from your customers time and time again? If you have a thriving business with growing support, you’re probably noticing that nothing slows your agents more than answering the same tickets over and over again. We listened to your ideas in our support portal and as always, want to make sure you’re getting the most out of Helprace.
We know that support begins with…
Tags: release
Rethink Customer Interaction with a Ticketing System
Mon, 2 Jun 2014, in Releases
Many of us probably think that companies take incoming customer requests, work their magic and out comes a satisfied customer. This is only partially true. As a company grows, there is no guarantee that these requests can be handled in a timely fashion without sacrificing service quality. A ticket is simply a record of conversations, keeping requests in one place and accessible by all team members. A ticket is a way for Helprace to manage your conversations without adding extra strain on your support agents and sacrificing…
Tags: release
7 Reasons To Overhaul Your Company Knowledge
Tue, 19 Nov 2013, in Releases
photo credit pauldineenImagine there were no 'bases' baseball? Sure, the game wouldn't exist as we know it but stay with me on this one. If the function of a base were suddenly removed during a baseball match, wouldn't the players be simply disoriented and lost to their purpose on the field? It’s kind of what businesses experience when they choose not to centralize company literature, tips and user guides when working on customer service requests. If you think this sounds like a disaster that could never happen to you, think again…
Tags: release
Don’t Miss the Next Big Step In Customer Service: Communities
Sat, 14 Sep 2013, in Releases
photo credit mrtopfOnce upon a time, an email inbox was enough to offer online customer service. All you had to do was check your email a few times a day and you could live happily ever after. Of course, good things (sometimes) come to an end, and maintaining high levels of customer service now means more than just a few clicks around your email interface. In order to keep up with the Joneses, companies must take a more proactive approach in identifying customer conversations – and involving the team in maintaining them. It all sounds so confusing. In simpler terms…
Tags: release
