{"schemaVersion":1,"profileUrl":"https://nowen.ai/agents/helpshift-com","markdownUrl":"https://nowen.ai/agents/helpshift-com.md","jsonUrl":"https://nowen.ai/agents/helpshift-com.json","name":"Helpshift, Inc","nickname":"Helpshift","website":"https://www.helpshift.com","industry":"Customer Support","status":{"trust":"unclaimed","text":"Unclaimed: compiled by Nowen from public sources, not reviewed by the company"},"updatedAt":"2026-09-06T23:28:18.769Z","summary":"Helpshift is a global customer-support platform that enables brands to deliver scalable, AI-powered support across channels.","description":"Helpshift, Inc provides a digital customer-support platform that helps organizations deliver fast, efficient, and empathetic service at scale. The platform combines AI-powered automation, intelligent routing, and multi-channel messaging (including in-app, web, and asynchronous conversations) to help brands reduce response times, improve CSAT, and lower support costs. By unifying knowledge bases, tickets, and customer data, Helpshift enables self-service options, proactive outreach, and consistent policy enforcement across teams. The company serves a broad audience including gaming studios and other organizations seeking to modernize customer care, automate routine inquiries, and empower agents to handle complex issues with context. As a subsidiary of Keywords Studios Group, Helpshift emphasizes privacy, security, and compliance while helping clients translate customer insights into better experiences. The platform emphasizes agent efficiency through features like automated triage, automated work queues, and real-time collaboration between human agents and AI, to deliver accurate guidance and escalation when needed. Helpshift supports 24/7 availability and multilingual content, enabling brands with global audiences to communicate effectively. The mission is to help organizations build strong relationships with their players and customers by delivering reliable, scalable, and context-aware support that fits modern digital expectations.","mission":"To help organizations deliver fast, empathetic, and scalable customer support by leveraging AI, automation, and intelligent workflows across channels.","directory":{"industryName":"Customer Support","agentCount":22,"indexable":true,"hubUrl":"https://nowen.ai/industry/customer-support"},"aiReaderFamilies":["Perplexity","Amazon"],"products":[{"name":"Customer Service Automation","type":"Product","url":"https://www.helpshift.com/products/customer-service-automation/","summary":"Enhance efficiency and reduce costs through intelligent customer service automation.","description":"AI-powered automation that automates customer service workflows with bots, intelligent classification, and automated ticket routing. Includes a code‑free visual bot builder to create automated interactions across the customer journey, enabling self-service deflection and seamless escalation to human agents when needed.","pricing":{},"features":[{"name":"Automated ticket routing","value":"Streamline Ticket Management","valueDescription":"Automatically directing tickets ensures faster resolution times and optimized resource allocation, keeping the workflow efficient."},{"name":"Bot-driven workflow automation","value":"Improve Response Times","valueDescription":"Automation helps in quickly managing routine inquiries, allowing human agents to focus on complex issues and enrich customer interactions."},{"name":"Intelligent issue classification","value":"Optimize Case Handling","valueDescription":"Utilizing AI for classification enhances the accuracy and speed of issue resolution, ensuring that customers receive timely support."},{"name":"Self-service deflection","value":"Enhance Customer Independence","valueDescription":"Allowing customers to find answers on their own reduces ticket volume and improves overall satisfaction."},{"name":"Multilingual support","value":"Reach Diverse Markets","valueDescription":"By offering support in multiple languages, businesses can engage effectively with a global customer base."},{"name":"AI-powered self-service guidance","value":"Automates Problem Resolution","valueDescription":"Utilizes AI to guide users through common problems, reducing reliance on human agents and speeding up resolution times."},{"name":"Real-time sentiment analysis","value":"Personalize Interactions","valueDescription":"Understanding customer emotions allows for tailored responses, increasing engagement and satisfaction."},{"name":"Escalation to human agents","value":"Seamless Agent Support Integration","valueDescription":"Ensures complex issues are handled by qualified agents promptly, enhancing user experience."},{"name":"Knowledge-base integration","value":"Centralizes Information Access","valueDescription":"Offers customers instant access to accurate information, facilitating quicker problem-solving."},{"name":"No-code bot builder","value":"Empower Non-Technical Teams","valueDescription":"This feature enables organizations to quickly adapt their customer service strategies by creating bots without needing extensive programming knowledge."},{"name":"24/7 availability","value":"Ensures Continuous Access","valueDescription":"Enables customers from different time zones to access support at any time, improving overall customer satisfaction."},{"name":"Conversational Messaging","value":"Enhances Customer Engagement","valueDescription":"Facilitates natural communication patterns, making self-service more user-friendly."}]},{"name":"Online Agent Desktop","type":"Product","url":"https://www.helpshift.com/products/agent-desktop/","summary":"Enables seamless ticket management and collaboration for enhancing customer support efficiency.","description":"Web-based interface for customer support agents to manage tickets, collaborate with AI components, and deliver efficient, context-driven resolutions across channels.","pricing":{},"features":[{"name":"Omnichannel ticket management","value":"Maintains Consistent Customer Experiences","valueDescription":"Centralizes all customer interactions, enabling agents to engage effectively across diverse communication channels."},{"name":"Real-time collaboration tools","value":"Increases Resolution Speed","valueDescription":"Allows agents to work together effectively, ensuring complex issues are resolved faster."},{"name":"Bot-agent collaboration","value":"Enhances Workflow Efficiency","valueDescription":"Integrating AI and human functions allows for faster resolutions and improved interaction quality."},{"name":"Scalable agent workspace","value":"Improves Operational Scalability","valueDescription":"Facilitates handling of high volumes of inquiries while maintaining quality service."},{"name":"AI-powered insights","value":"Data-Driven Decision Making","valueDescription":"Empowers teams to leverage data for enhancing support strategies and outcomes."},{"name":"CRM integration","value":"Provides Contextual Insights","valueDescription":"Real-time integration ensures agents have all necessary customer history for informed interactions."}]},{"name":"Contact Center as a Service (CCaaS)","type":"Solution","url":"https://www.helpshift.com/glossary/contact-center-as-a-service-ccaas/","summary":"Streamline customer interactions across channels with AI-driven support and automation.","description":"A CCaaS offering that bundles the tools needed to run a modern contact center, including data analytics, AI‑based call analysis, call recording and logging, social channels, and omnichannel support, delivered as a managed service.","pricing":{},"features":[{"name":"Omnichannel support","value":"Enable Holistic Customer Engagement","valueDescription":"Facilitate communication through various channels for enhanced customer satisfaction."},{"name":"AI-based call analysis","value":"Enhance Performance Insights","valueDescription":"Utilize AI-driven insights to optimize call handling and improve service quality."},{"name":"Scalability and Flexibility","value":"Adapt to Changing Needs","valueDescription":"Easily scale resources and features as business requirements grow."},{"name":"Call recording and logging","value":"Ensure Compliance","valueDescription":"Maintain detailed records of customer interactions to meet compliance requirements."},{"name":"Reduced Costs","value":"Optimize Budgeting","valueDescription":"Manage operational costs while maintaining high-quality service delivery."},{"name":"CRM integration","value":"Centralize Customer Data","valueDescription":"Integrate customer information to provide personalized service and track interactions."}]},{"name":"Automated Service and Deflection","type":"Solution","url":"https://www.helpshift.com/solutions/deflection/","summary":"Optimize support processes by automating inquiries and deflecting tickets at scale for enhanced efficiency.","description":"A deflection-focused solution that combines automated service to resolve common inquiries and deflect tickets, reducing human workload and overall support costs.","pricing":{},"features":[{"name":"Automated Triage and Routing","value":"Streamlines Issue Management","valueDescription":"Automatically directs inquiries to the right resolution channel, improving response times and reducing agent workload."},{"name":"Care AI Agent","value":"Automates Complex Resolutions","valueDescription":"Handles routine gameplay inquiries effectively, significantly enhancing player support without agent intervention."},{"name":"Deflection-Driven Automation","value":"Minimizes Support Load","valueDescription":"Utilizes automation to address frequent inquiries, significantly cutting down the volume of tickets submitted."},{"name":"Self-Service Integration","value":"Empowers Users","valueDescription":"Enables players to find answers independently, improving satisfaction and decreasing support costs."},{"name":"Deflection Analytics","value":"Measures Support Efficiency","valueDescription":"Provides insights into ticket deflection rates to refine support strategies and enhance service delivery."},{"name":"Multilingual Support with AI","value":"Enhances Global Reach","valueDescription":"Facilitates communication with a diverse player base, ensuring all users receive timely support in their preferred language."}]},{"name":"Issue Classification and Ticket Routing","type":"Product","url":"https://www.helpshift.com/products/customer-service-automation/classification-routing/","summary":"Automates issue classification and ticket routing for faster, context-aware resolution.","description":"AI-enabled classification and routing to automatically categorize issues and direct tickets to the appropriate agent or automated workflow, accelerating triage and resolution.","pricing":{},"features":[{"name":"Automatic issue classification","value":"Classifies Issues Automatically","valueDescription":"Utilizes AI to assess and label incoming support requests, allowing for quicker processing and triage."},{"name":"Intelligent ticket routing","value":"Routes Tickets Efficiently","valueDescription":"Automatically channels inquiries to appropriate resolutions, reducing wait times and increasing customer satisfaction."},{"name":"Continuous learning","value":"Enhances Classification Over Time","valueDescription":"Continuously adapts to new types of inquiries by learning from agent interactions, ensuring relevance and accuracy."},{"name":"Contextual escalation","value":"Transfers Context with Ease","valueDescription":"Maintains conversation context and history for smooth transitions, enabling human agents to pick up where bots leave off."},{"name":"Integration with Automation","value":"Streamlines Support Processes","valueDescription":"Integrates seamlessly with existing automation tools to enhance the efficiency of customer support flows."},{"name":"Multilingual capabilities","value":"Communicates Across Languages","valueDescription":"Facilitates support in various languages, enhancing accessibility for diverse customer bases."}]}],"audiences":[],"segments":[{"name":"Contact center AI and customer service automation","description":"Capabilities for omnichannel virtual assistants, AI voice bots, self-service automation, and customer insights to scale customer service and contact center operations.","size":12.06,"cagr":25.8,"color":1,"productNames":["Customer Service Automation","Automated Service and Deflection"],"methodology":"Primary market reports in the search results consistently place the broader AI for customer service market in the low-to-mid teens (USD 12B range in 2024) with high growth driven by conversational AI, generative AI, and automation. Call-center-specific estimates are smaller (USD ~2.4–2.5B) and show lower CAGRs, but since the segment requested covers the broader contact-center and customer-service automation scope, the MarketsandMarkets 2024 valuation and 25.8% CAGR offer the best-aligned benchmark.","citations":[{"url":"https://www.marketsandmarkets.com/Market-Reports/ai-for-customer-service-market-244430169.html","text":"The AI for Customer Service market size was valued at USD 12.06 billion in 2024 and is projected to reach USD 47.82 billion by 2030, at a CAGR of 25.8%."},{"url":"https://www.snsinsider.com/reports/ai-for-customer-service-market-7986","text":"AI For Customer Service Market was valued at USD 12.58 billion in 2024 and is expected to reach USD 73.99 billion by 2032, growing at a CAGR of 24.92%."},{"url":"https://www.fortunebusinessinsights.com/call-center-ai-market-109249","text":"The global call center AI market size was valued at USD 2.41 billion in 2025 and is projected to grow ... exhibiting a CAGR of 20.80% during the forecast period."},{"url":"https://www.futuremarketinsights.com/reports/call-center-ai-market","text":"Call Center AI Market is projected to grow from USD 2.5 billion in 2025 to USD 8.8 billion by 2035, at a CAGR of 13.5%."},{"url":"https://www.lorikeetcx.ai/articles/ai-customer-service-statistics","text":"The global AI customer service market is projected to reach $15.12 billion in 2026, with 25.8% compound annual growth rate."}]},{"name":"Contact Center as a Service","description":"Cloud contact-center capabilities including call routing, AI receptionist/IVR, agent analytics, CRM integrations, and omnichannel customer engagement for support and sales teams.","size":6.4,"cagr":17,"color":2,"productNames":["Contact Center as a Service (CCaaS)","Online Agent Desktop"],"methodology":"Multiple recent market reports in the search results show 2024–2026 CCaaS market estimates clustered between about USD 5.4B and USD 7B (with some higher outliers). Grand View, ResearchNester, Credence and others report 2024–2025 figures and projected CAGRs in the mid-teens to low‑20s. I selected a conservative midpoint market size of ~USD 6.4B (roughly 2025) and a growth potential of ~17% CAGR as a central estimate between reported CAGRs (≈14%–20.3%), reflecting strong AI/omnichannel adoption and consensus growth drivers in the cited reports.","citations":[{"url":"https://www.grandviewresearch.com/industry-analysis/contact-center-as-a-service-market","text":"market size was estimated at USD 5.82 billion in 2024; CAGR 20.3% (2025-2030)."},{"url":"https://www.researchnester.com/reports/contact-center-as-a-service-market/3007","text":"Contact Center as a Service Market was valued at USD 6.4 billion in 2025; CAGR 19.6% (2026-2035)."},{"url":"https://www.credenceresearch.com/report/contact-center-as-a-service-ccaas-market","text":"Contact Center As A Service (CCaaS) Market Size 2024 USD 5,398.20 Million; CAGR 14%."},{"url":"https://www.marketresearchfuture.com/reports/contact-center-as-a-service-market-10774","text":"Market Size was estimated at 9.257 USD Billion in 2024; CAGR 15.0% (2025-2035)."}]},{"name":"Self-service and knowledge management","description":"Portals, knowledge bases and automated workflows that enable customers and employees to resolve common requests independently and reduce ticket volume.","size":21,"cagr":14,"color":3,"productNames":["Automated Service and Deflection","Customer Service Automation"],"methodology":"Estimated market size reflects published figures for closely related segments: knowledge management software (~$23.2B in 2025) and customer self-service software (~$18.4B in 2025). For the combined “self-service and knowledge management” segment I selected a conservative midpoint (~$21B). Growth potential (CAGR ~14%) is based on reported CAGRs for these adjacent markets (Fortune Business Insights 13.8%; Market Intelo 15.2%); some broader definitions produce much larger totals, so the chosen values represent the software/self-service subset relevant to portals, knowledge bases and automated workflows.","citations":[{"url":"https://www.fortunebusinessinsights.com/knowledge-management-software-market-110376","text":"The global knowledge management software market size was valued at USD 23.2 billion in 2025."},{"url":"https://marketintelo.com/report/customer-self-service-software-market","text":"Global market valued at $18.4 billion in 2025; expected to reach $69.8 billion by 2034 at CAGR of 15.2%."},{"url":"https://www.businessresearchinsights.com/market-reports/knowledge-management-market-109155","text":"The Knowledge Management Market globally is expected to be valued at USD 931.26 Billion in 2026."}]},{"name":"Automated ticket triage and routing","description":"Functionality that classifies, prioritizes, and routes incoming tickets automatically using historical tickets and configurable workflows to improve response SLAs and agent utilization.","size":3.2,"cagr":18.4,"color":4,"productNames":["Issue Classification and Ticket Routing","Customer Service Automation"],"methodology":"Primary source: MarketIntelo market report lists the auto-triage for tickets market at $3.2 billion (2025) and forecasts growth to $15.8 billion by 2034 at an 18.4% CAGR. Vendor materials in the results (ConnectWise, Datto, NeoAgent, others) corroborate strong adoption drivers (AI, cloud, MSP demand) supporting a high-growth outlook.","citations":[{"url":"https://marketintelo.com/report/auto-triage-for-tickets-market","text":"Global market valued at $3.2 billion in 2025; expected $15.8 billion by 2034 at CAGR of 18.4%"}]},{"name":"Contact center agent assist","description":"Agent-focused workspaces and real-time assistance that consolidate advisor workflows, surface instant answers and training, and improve call quality and agent productivity.","size":3.2,"cagr":24.5,"color":5,"productNames":["Online Agent Desktop","Contact Center as a Service (CCaaS)"],"methodology":"Estimate based on specialist agent-assist market reports and broader call-center AI studies. Primary source (MarketIntelo) values agent-assist at USD 3.2B in 2025 with a 24.5% CAGR; this is corroborated by call-center AI and AI-for-customer-service reports showing 2024–2026 base sizes of ~USD 3–4.4B and CAGRs in the 22–40% range, so a ~24.5% CAGR is a conservative, segment-specific projection.","citations":[{"url":"https://marketintelo.com/report/agent-assist-for-contact-centers-ai-market","text":"Global market valued at USD 3.2 billion in 2025; projected to reach USD 29.8 billion by 2034 at CAGR of 24.5%."},{"url":"https://www.precedenceresearch.com/call-center-ai-market","text":"Call Center AI market size: USD 3.98 billion in 2025; projected to USD 30.69 billion by 2035, CAGR 22.66%."},{"url":"https://scoop.market.us/real-time-ai-agent-assist-market-news/","text":"Real-Time AI Agent Assist: USD 4.4 billion in 2024; projected to reach USD 124.6 billion by 2034 at CAGR 39.7%."},{"url":"https://www.marketsandmarkets.com/Market-Reports/ai-for-customer-service-market-244430169.html","text":"AI for Customer Service market: USD 12.06 billion in 2024; projected to USD 47.82 billion by 2030, CAGR 25.8%."}]}],"faq":[],"comparisons":[],"sources":[{"url":"https://www.helpshift.com","text":"Helpshift, Inc"},{"url":"https://www.helpshift.com/products/customer-service-automation/","text":"Customer Service Automation"},{"url":"https://www.helpshift.com/products/agent-desktop/","text":"Online Agent Desktop"},{"url":"https://www.helpshift.com/glossary/contact-center-as-a-service-ccaas/","text":"Contact Center as a Service (CCaaS)"},{"url":"https://www.helpshift.com/solutions/deflection/","text":"Automated Service and Deflection"},{"url":"https://www.helpshift.com/products/customer-service-automation/classification-routing/","text":"Issue Classification and Ticket Routing"},{"url":"https://www.marketsandmarkets.com/Market-Reports/ai-for-customer-service-market-244430169.html","text":"The AI for Customer Service market size was valued at USD 12.06 billion in 2024 and is projected to reach USD 47.82 billion by 2030, at a CAGR of 25.8%."},{"url":"https://www.snsinsider.com/reports/ai-for-customer-service-market-7986","text":"AI For Customer Service Market was valued at USD 12.58 billion in 2024 and is expected to reach USD 73.99 billion by 2032, growing at a CAGR of 24.92%."},{"url":"https://www.fortunebusinessinsights.com/call-center-ai-market-109249","text":"The global call center AI market size was valued at USD 2.41 billion in 2025 and is projected to grow ... exhibiting a CAGR of 20.80% during the forecast period."},{"url":"https://www.futuremarketinsights.com/reports/call-center-ai-market","text":"Call Center AI Market is projected to grow from USD 2.5 billion in 2025 to USD 8.8 billion by 2035, at a CAGR of 13.5%."},{"url":"https://www.lorikeetcx.ai/articles/ai-customer-service-statistics","text":"The global AI customer service market is projected to reach $15.12 billion in 2026, with 25.8% compound annual growth rate."},{"url":"https://www.grandviewresearch.com/industry-analysis/contact-center-as-a-service-market","text":"market size was estimated at USD 5.82 billion in 2024; CAGR 20.3% (2025-2030)."},{"url":"https://www.researchnester.com/reports/contact-center-as-a-service-market/3007","text":"Contact Center as a Service Market was valued at USD 6.4 billion in 2025; CAGR 19.6% (2026-2035)."},{"url":"https://www.credenceresearch.com/report/contact-center-as-a-service-ccaas-market","text":"Contact Center As A Service (CCaaS) Market Size 2024 USD 5,398.20 Million; CAGR 14%."},{"url":"https://www.marketresearchfuture.com/reports/contact-center-as-a-service-market-10774","text":"Market Size was estimated at 9.257 USD Billion in 2024; CAGR 15.0% (2025-2035)."},{"url":"https://www.fortunebusinessinsights.com/knowledge-management-software-market-110376","text":"The global knowledge management software market size was valued at USD 23.2 billion in 2025."},{"url":"https://marketintelo.com/report/customer-self-service-software-market","text":"Global market valued at $18.4 billion in 2025; expected to reach $69.8 billion by 2034 at CAGR of 15.2%."},{"url":"https://www.businessresearchinsights.com/market-reports/knowledge-management-market-109155","text":"The Knowledge Management Market globally is expected to be valued at USD 931.26 Billion in 2026."},{"url":"https://marketintelo.com/report/auto-triage-for-tickets-market","text":"Global market valued at $3.2 billion in 2025; expected $15.8 billion by 2034 at CAGR of 18.4%"},{"url":"https://marketintelo.com/report/agent-assist-for-contact-centers-ai-market","text":"Global market valued at USD 3.2 billion in 2025; projected to reach USD 29.8 billion by 2034 at CAGR of 24.5%."},{"url":"https://www.precedenceresearch.com/call-center-ai-market","text":"Call Center AI market size: USD 3.98 billion in 2025; projected to USD 30.69 billion by 2035, CAGR 22.66%."},{"url":"https://scoop.market.us/real-time-ai-agent-assist-market-news/","text":"Real-Time AI Agent Assist: USD 4.4 billion in 2024; projected to reach USD 124.6 billion by 2034 at CAGR 39.7%."}]}