In what can be seen as a major endorsement coming from a titan in the customer care industry, Cisco is joining Helpshift’s Series B funding round as an investor. The startup had raised a sum of $25 million in its previously announced funding round.
Cisco joins the likes of other prominent firms including Intel Capital, Microsoft Ventures and Salesforce Ventures in backing Helpshift, a company that has been changing how enterprises approach customer care over smartphones.
In case you are unaware of the San Francisco based startup, Helpshift provides its enterprise customers with mobile-focused SaaS solution, which aim to be the first embedded support desk for native apps. The tech as well as the idea behind the app are pretty disruptive and it has been quickly gaining traction among corporations that regularly need to provide customer service in large volumes.
Helpshift has been able to reduce ticket volumes by allowing users to search FAQs from their phones, saving them the trouble of having to scroll through all of the answers.Users can also send a note that automatically attaches their device details, saving them the trouble of hunting for and then typing it. Users can also chose to have a problem resolving chat with a representative.
By providing a seamless and painless customer service experience, Helpshift is helping companies adapt to the transition from web to the mobile — particularly where customer services are concerned.
Speaking on the topic, Abinash Tripathy, CEO and Co-Founder of Helpshift said,
Apps have become the primary way in which consumers and employees in the enterprise are accessing products and services. 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.
Helpshift and Cisco will also be exploring opportunities to integrate the startup’s in-app customer support solutions within Cisco’s leading contact center solutions. This could turn out to become a huge opportunity for Helpshift, considering that Cisco is one of the leaders in the field and handles
Laying out the thought process that went into Cisco backing Helpshift, Rob Salvagno, head of Cisco Investments and vice president of Cisco Corporate Development said,
We continue to invest in strategic solutions to help propel technology developments that will solve challenges for our customers, partners, and beyond. Through our investment, we look forward to supporting Helpshift to enable companies to provide best in-class mobile customer care through their data-centric messaging platform.
Before its $25 million series B, Helpshift had raised a $3.25 million seed round from True Ventures and Nexus Venture Partners. The seed was followed by a $10 million Series A funding round led by Intel Capital.