On November 22nd, the mobile and in-app customer support technology company Helpshift announced that Cisco investments joined into Helpshift’s Series B financing round, increasing the amount of raised capital to more than $38.2 Million. With this investment decision Cisco Investments joins Intel Capital, Microsoft Ventres, Nexus Venture Partners, Salesforce Ventures, True Ventures and Visionnaire Ventures.
Here the announcement:
Cisco Investments Joins Helpshift Series B Round
Additional Capital Raised in Successful Funding Round Enables Helpshift to Become a Driving Force in the Evolution of Contact Centers
SAN FRANCISCO - NOV. 22 2016—Helpshift, the company revolutionizing the customer support industry through enterprise-level, in-app customer experiences, today announced thatCisco Investments has recently joined their Series B funding round, which follows previous investors such as Intel Capital, Microsoft Ventures and Salesforce Ventures. As one of Cisco Investments’ portfolio companies, Helpshift and Cisco will also explore opportunities to integrate Helpshift’s in-app customer support solutions with Cisco’s leading contact center solutions.
As the area hastily actions to adopt in-app guide for enterprise to consumer communique, Helpshift?S Series B spherical maintains to allow the agency to take independent customer service to the following stage. Additionally, as cell replaces the net because the number one channel via which clients interact, the $350 Billion contact middle organisation is predicted to take advantage of this new channel.
“Apps have become the primary way in which consumers and employees in the enterprise are accessing products and services,” said Abinash Tripathy, CEO and Co-Founder of Helpshift. “Just like customer service moved away from phone (voice) to email in the era of the Web, we are now seeing a transition where customer service is moving inside apps to eliminate all the friction in the process of supporting users. With the additional funding from Cisco Investments, we are looking to help the entire contact center industry transition from being reactive to proactive while driving higher customer satisfaction and lowering cost.”
In the cellphone generation, customers are using mobile apps to interact with services and products. By bringing customer service in-app, Helpshift has removed the frustration of clients having to leave the app to get useful resource. The organization offers a unbroken messaging revel in to allow clients to speak to agencies like they might talk to their pals.
?We keep to spend money on strategic answers to help propel generation tendencies an amazing way to remedy demanding situations for our customers, companions, and past,? Said Rob Salvagno, head of Cisco Investments and vice president of Cisco Corporate Development. ?Through our funding, we appearance ahead to helping Helpshift to enable groups to offer extraordinary in-elegance cell purchaser care thru their data-centric messaging platform.?
About Helpshift:
Helpshift is revolutionizing the customer support experience everywhere. Through an intuitive user interface, Helpshift makes it easy for businesses large and small to proactively support and engage their customers. Their support platform includes native functionality such as in-app FAQ's, in-app chat, a full CRM ticketing system, in-app campaigns, and in-app surveys, making it easy for companies to provide a best-in-class customer support experience on any device. Companies such as Zynga, Virgin Media, Microsoft, Western Union, Flipboard, Shyp, WordPress, and thousands of other industry-leading brands, startups, and developers use the Helpshift platform to provide in-app support. Helpshift is installed on 2 Billion devices worldwide, and serves 400+ million mobile customers monthly. To date, Helpshift has raised more than $38.2 Million and is backed by Cisco Investments, Intel Capital, Microsoft Ventures, Nexus Venture Partners, Salesforce Ventures, True Ventures, and Visionnaire Ventures. To learn more about Helpshift, visithttps://www.helpshift.comand follow@helpshifton Twitter.
My Take
While this initially amazed me as I do no longer peg Cisco as a cell app maker there may be pretty a few scope for synergies among Helpshift and Cisco on 2nd belief. After all it is straightforward to take into account the apps which are embedded in Cisco?S devices being cell apps, too.
Cisco is creating call centre solutions and has a raft of devices that are to be deployed anywhere, and which need to be set up and maintained. So, for a starter the call centre agents can get armed with more and better information via Helpshift’s technology. This synergy nicely combines the thoughts that Helpshift CEO Abinash Tripathy expressed about IoT/bots/machine learning with Helpshift’s existing ability to combine system data with chat or an FAQ, remote management, alerting, and even allows for preventive maintenance and other scenarios, maybe even self-configuration. And for Cisco it offers the possibility of doing things differently, not bound into the corsage of corporate margin goals, but focusing more on innovation.
For Helpshift there may be the more provide of a far wider publicity in the big Cisco accomplice and channel networks. And large names in the consumers' list in no way damage.
Overall this investment ought to have huge blessings for both organizations. Congratulations to Abinash and his team.
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