Blog

Integrating Helper.World

on 27.06.2017 at 09:00

Integrating Helper.World to your web site or web application is as easy as copying just a small code snippet. That's all.

Well, there's one more thing to do, if the helper misses some icons on his screen. That's because of security policies of current browsers.  If you have some technical knowlegde, you can open the browser console and you'll see something like this:

Access to Font at 'https://xyz.com/fonts/arial.woff' from origin 'https://helper.world' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource. Origin 'https://helper.world' is therefore not allowed access.

That's no big deal. Just say your system administrator to add the following header to static files:

add_header Access-Control-Allow-Origin "https://helper.world";
add_header Access-Control-Allow-Methods "GET";

And it's done. Helper.World will work without this, but if your helpers miss some icons, that's the reason.

By Heiko Roth read more > read less >
The REAL costs of maintaining the customer support center

on 26.09.2016 at 08:00

Background

Developing a professional, effective and efficient support team is one of the most important long-term investments for your business BUT at the very same time, support team is also one of the biggest day-to-day expenses for your business.

The main expense is supporting Human Resources: Agents, Shift managers, Training team, Back stage, Second degree support, Education development, and Advisors… name it as you want – In terms of budget and costs support is first of all HR and salaries.

Calculating ‘support team’ costs is a pain.

Let’s admit. It is hard to calculate the cost of active support team and it is impossible to quantify its value.
The facts are: (These facts based on variety of articles as well as our statistics and self-experience)

Call Duration: AHT (Average handling time) of support call is more than 6 minutes.
Real cost: The REAL cost of support team is ~1 USD per min. Real cost means every expenses you related to “support” divided by the amount of minutes of support given at the same period of time.
How can I help you?  The orientation part of the call (understanding the problem by the agent) can take up to 3-4 minutes, which is 60% of the AHT.
Paycheck: The median salary of US support agent is 12 USD per hour (which is 0.25 USD per min)

The gap: You pay 1 USD per minute. Agent receive just 25 cent per minute…

  1. Helper.World is focusing on the gap between the 25 cents Agent receives and the ~1 USD you use to pay. How do we do it?
    Helper.World reduces dramatically the AHT by minimizing the orientation part of the call.
  2. Helper.World reduces dramatically your direct HR expenses by enabling other experienced users to do your work. They will “earn” more than 25 cents. You will pay much less than 1 USD.

Reduce AHT in 60%

Helper.World reduces AHT by enabling direct and full connection between the “problem” and “solution”. How?

When a user seeks assistance Helper.World activates video, audio, chat, file transfer, screen sharing, view page source, recording and feedback system all just in one click (!). This technical ability save a lot of time in the first stage of the support call.

Helper.World algorithm “knows” to match between user’s problem and the most relevant Helper: meaning that the most effective agent or the most experienced available user who already has proven experience with the issue in question.

Reduce HR of Support team

Helper.World is the Huber of the contact centers. Why? Since Helper.World enables experienced users to join your support team. Joining Helper.World is a simple process of signing up, but only you, as system admin manager can test the new Helpers and qualified them.

Why would users join the Helper.World support? For the very same reason people answer question in online forums, seeking rewards in loyalty club or expecting discounts while working as your leading ambassadors.

Helper.World matching algorithm enables the match between the most relevant available Helper to the user and his/ her problem due to ongoing learning and variety of inputs and variables such as: the helper’s skills, supported languages, history of support, support session duration and the provided feedback from previous similar sessions.

By Heiko Roth read more > read less >