Listen to this articleBelow is our recent interview with Nitai, CEO & Founder of Helpmonks:
Q: Could you provide our readers with a brief introduction to Helpmonks?
A: Helpmonks is an email collaboration platform that enables its customers to collaborate on support and sales emails.Our customers can leave internal notes, assign emails, label them, and use other team features. While we started as a shared inbox solution, Helpmonks evolved, adding many features to provide our users with a holistic view of their customers. Today, Helpmonks includes To-Dos for teams, a robust Customer Relationship Management, an option to view all shared emails as a Workgroup, and many other collaborative features. Furthermore, besides the unique features, Helpmonks is the only solution priced per mailbox (all others charge per user). Moreover, we offer a hosted edition, dedicated cloud servers, and a self-hosted edition.
Recommended: Q: You’ve recently announced the release of your new Live-Chat and Email Marketing platform; can you tell us something more?
A: When you think of it, our Helpmonks shared mailbox software has been adopted by many customers worldwide that interact with customers daily, either for answering questions about their products or replying to sales inquiries. It’s only natural that we are trying to help our customers, small businesses, and large organizations alike to do an even better job in their sales funnels. We came up with a plan to provide Live-Chat software for customer support that can be deployed on any website or used for in-app communication. On another front, we’ve also added an Email Marketing Platform so our customers can send email newsletters to mailing lists. On top of that, we’ve also added automated email campaigns, a.k.a. email drip campaigns, which will enable our customers to send timely emails based on events, e.g., when a user leaves the shopping cart or signs up for a trial. Again, the unique thing is that all email campaigns, live-chats, and emails, are recorded and provide our customers with valuable insight for their next business decision. There is no need to pay for several (expensive) tools when all these features are available in Helpmonks.
Q: Can you give us more insights into your platform?
A: Most companies use multiple systems, sometimes within a company, even with redundant tools. Furthermore, many use an email address as a “shared” inbox but have no accountability for incoming messages. Hence, they may miss out on potential business opportunities or leave a wrong impression by not responding to customer requests. I’m saying this as I’ve had these experiences running my other tech businesses, which initially inspired us to develop Helpmonks. Our customers tell us that since implementing Helpmonks, they finally have control of their email flow and know that each message will receive an answer. Since the system keeps the history of email interactions indefinitely, customer agents are also empowered to reply confidently.
Q: What can we expect from Helpmonks in the first half of 2021?
A: There are quite a few things we are planning, indeed.
Now that our Live-Chat and Email Marketing Platform is out, we will add the chat features for teams within Helpmonks. With it, our customers don’t need to use Slack or MS Teams to have a real-time conversation on email messages.
Also, as attachments are a big part of email communication, we want to create ways to make it easier for our customers to handle them. Furthermore, as our customers process millions of emails, we plan to release a new report system to replace our current reports, which will contain a more granular view into their data and processes. Moreover, we will introduce the option to use Text and WhatsApp, along with emails.
Of course, all those new features and options call for a re-design. We have some early prototypes and are currently testing them. Though, I’m sure this will be made available rather sooner than later.
Besides the software features, and as we have been over the last two years, we will continue with some infrastructure expansions to ensure all aspects of Helpmonks, the website, and tasks are running well and have the flexibility for more load.
Lastly, we are growing and are looking for people to join us.
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Q: What’s the best thing about Helpmonks that people might not know about?
A: There are a few very unique features about Helpmonks and the way we go about our business.
First and foremost, we are the only shared inbox email platform priced per mailbox rather than per user, enabling organizations of all sizes to grow without worrying that their email platform eats up a large part of their expenses. Additionally, and again as a first in this industry, we not only offer a SaaS hosted model but also customized dedicated cloud servers and a self-hosted edition.
On Helpmonks itself, I believe we have a unique proposition for our customers. Not only can they manage their shared emails easily, but they also get insight into their customers. With Helpmonks Engage, they now also have a tool at hand to further increase their sales funnels.
Finally, and one of the most important parts for me, we genuinely listen to our customers. While I understand that this sounds like a platitude, we have a track record showing what we did. Many of the features in Helpmonks have either been built or customized based on our customers’ feedback.
