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Your Live Chat Company
 
We have exciting news!

We're launching a brand new platform, and today your account has been given access.  This email shares an overview of what we've built, and contains your login instructions.
Here's a Brief List of What Changed
Hint: it's a lot, and it's awesome!
 
Entirely New Tech Infrastructure
We've rebuilt the entire foundation, including the backend database and front-end interface. This enables us to accomplish more now, and paves the way for some powerful features in the future.
Better Usability of FAQs

We've completely overhauled how you add, edit, and search through FAQs. This means you can use these within your business, and provide more robust resources for our team.
Faster Review of Chats
Previously, the process for reviewing chats and providing feedback was not efficient. We've made some big changes to that process to speed up your review process.
More Robust Reporting
We've made gigantic changes to how reporting is done in the platform. You now have access to reporting on chat volume, and we'll be adding more soon (chat satisfaction, duration, ROI, and much more).
 
All of this is available NOW in your new platform account = )
 
Here's What's Coming Next...
 
 
 
We Can Transfer Chats Directly To You - Instantly!
 
We handle 1,000s of chats per day for our Clients, and we handle over 90% of them independently on our own. But there are certain situations where it would be great to transfer a live chat directly to your team via chat, rather than via email. For example, to close a big sale with a prospect on your website that needs more information directly from you before buying.

With "Chat Transfer", this will now be possible.
If you're interested in this feature, reply to let us know
and we'll work with you to get it setup on your account.
 
 
 
Using Facebook Ads? We Can Reply to Comments!
 
 
 
Many of our Clients advertise heavily on Facebook. Facebook ads can get a lot of comments, and not responding (or responding slowly) can drive down the performance of your ad campaign.

We can manage your Facebook comments, just like we manage your website live chat, which causes your Facebook ad results to go through the roof.

This service is already live for clients, and you'll see Facebook FAQs as an option within your account.
If you'd like more information on having us manage your Facebook comments,
let us know in your reply.
 
 
 
Want to Streamline Email Support?
 
We run live chat for over 100 websites, and have built our processes to provide real time support to your customers live while they're on your website.

Handling email tickets is a natural next step, and something we've been testing with clients all through the year. We're now ready to take on more clients, and leverage the new platform to provide awesome email support just like you've seen us do on chat.
If you need help on email support, reply and we'll review your HelpDesk to see how we can help.
 
Here Are Your Login Instructions
Let's get you logged into the platform so you can see it for yourself = )

The first time you login, you'll need to set your password to ensure your data is secure. That's why we're not publishing username and passwords directly in these launch emails.

  1. Visit https://app.helpflow.net/password/reset
  2. Enter the same email address you've used in past to login to the old platform.
  3. You'll then receive an email with instructions on how to set your password. Be sure to check your spam folder as some email systems mark "Forgot password' emails as spam automatically.
  4. Follow the instructions to reset your password. As part of that process, you will get logged into the platform.
  5. In the future, you can simply visit https://app.helpflow.net and login directly using your username and password.

A few quick technical details about other users on your account, the old platform, etc:

  • You're receiving this email because you're marked as a client contact on your account. However, other team members might have accounts on the old platform but not be client contacts for your HelpFlow account. They won't receive this announcement email directly, but will be linked to an online version of it (see below).
  • All users with accounts on the old platform will receive a system notification saying (1) we've launched a new platform (2) your access to the old platform has been removed (3) here's a link to the new platform (4) set your password using (instructions).
  • Anyone trying to access the old platform using their account will be taken to a notification page explaining basically the same thing as above.
  • This will ensure that your entire company HelpFlow accounts are moved to the new platform at one time, as we wanted to ensure data in the old platform was migrated to the new platform and then never modified in the old platform.

If you have any questions related to logging in,
please email support@helpflow.net and we'll resolve it quickly for you.

A Brief Message from Our CEO
Thank you so much for your continued support.

Since launching the business in 2014, we've learned a lot.

  • Part of that learning process was gradually forming the vision for powerful technology tools we could build that would enable us to provide the best support in the world.
  • We've built quite a few of those tools already - but with technology development, the vision is never "done". We've accomplished a lot, but we're far from done.
  • The other part of the learning process was building the right team with the experience to make all of these tools a reality, as many of them are quite advanced. We nailed that earlier this year, and we're now moving very quickly on fulfilling our vision.
  • With this foundation, we've been able to launch more services, including email support and Facebook support. This was part of the plan from day 1, but requires integrated technology to do well - which is why we've waited until now to publicly offer these services.

Today is the start of the next phase of HelpFlow. We'll be sharing more of our plans and features soon, as our iteration process as a team is going to be very fast now that we have things dialed in.

Please share your feedback for the platform, as client feedback has been a key driver in our platform development.

To continued success, together,

Jon Tucker
CEO
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