Helprace
Helprace is a customer service software that provides ticketing, knowledge base, community forums, and customer support analytics. It helps companies manage customer queries, requests, and issues more efficiently.
ticketing
knowledge-base
community-forums
customer-support-analytics
customer-service
Helprace: Customer Service Software
A comprehensive solution for managing customer queries, requests, and issues, with features like ticketing, knowledge base, community forums, and analytics.
What is Helprace?
Helprace is a feature-rich customer service software designed to help companies deliver exceptional support experiences. Here are some key things to know about Helprace:
- It provides a shared inbox for teams to manage customer tickets and requests in one place. Agents can collaborate on tickets through comments and assign/tag them.
- The knowledge base allows you to create public and private knowledge articles to serve self-service support. Readers can rate and comment on articles.
- Community forums enable customers to interact with each other and help solve common issues. This reduces one-to-one support burden.
- Analytics and reports provide insights into team performance, ticket volumes, resolution times, satisfaction scores, and more to improve support operations.
- It also offers multi-channel support including email, web forms, live chat, mobile SDK, and help widgets to engage customers.
- Robust automation capabilities exist like macros, triggers, workflows, auto-replies to streamline repetitive tasks.
- The UI is customizable with branding, tailored views, multi-language support, and white labeling options available.
In summary, Helprace is a full-featured help desk for modern support teams looking to boost customer satisfaction through efficient query resolution and community engagement.
Helprace Features
Features
- Ticketing system
- Knowledge base
- Community forums
- Customer support analytics
- SLAs and response time tracking
- Canned responses
- Multi-channel support (email, social, chat, etc)
- Help desk automation
- Customer satisfaction surveys
- Reporting and analytics
Pricing
- Freemium
- Subscription-Based
Pros
Intuitive and easy to use interface
Powerful automation capabilities
Robust knowledge base
Active community forums
Strong analytics and reporting
Flexible pricing options
Integrates with many tools via Zapier
Good for mid-sized companies
Cons
Can be pricey for larger teams
Lacks some advanced customization options
Mobile app needs improvement
Setup and initial configuration can be complex
Support for newer channels like social media and chat could be better
Official Links
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