April 2, 2019

Future of Customer Support - 6 trends to watch in 2019

Hey IH!
Do you use any customer support tools?

If not, it's an exciting time to jump on the train and start helping your customers more effectively.

Decided to collect 6 most promising trends to watch (and apply) this year:

  • Self-service support (Knowledge base, forums)
  • Live chat & Chatbot for customer support
  • Proactive help with efficient usage of customer data, and other.

Read the full story here: https://helpcrunch.com/blog/customer-support-future/

Do you plan to change your customer support tools/team/metrics this year?
If yes, why and how? Would love to start a discussion.

  1. 1

    Going to the technical side. I can mention having a rich resource REST API. Few help desk has an api with many endpoints. Most are just list messages, list users, add ticket, some do not even have a PUT or UPDATE option.

    HelpCrunch is one of these helpdesk limited (sorry, at this point of api only)

    For example, I work in Bybrand (email signature generetor) and a few months ago I looked for helpdesk that made it possible to update the email signature via API. Well, only Zoho Desk and Freshdesk have the endpoints clearly in the documentation. Zendesk, who calls himself the market leader, does not accept HTML email signature

    I wish I had more, because this is a good marketing channel. I wrote a little about it here at Indie Hackers Third-party apps have helped me to win loyal customers.

    I'll be done if HelpCrunch has a method to update the email signature via api.

    Well, that's my contribution.

    1. 2

      Bernardo, that's an awesome insight.

      Appreciate your contribution and will definitely pass that to our product team.

      1. 1

        Alright no problem. I know that APi is a very hard job ... We at Bybrand nor do we have a public API

    2. 1

      This comment was deleted 7 months ago.

  2. 1

    yeah and i think companies like helpshelf will thrive more.