Helpmonks - how we built our customer engagement platform
Explore how we built our team collaboration software with integrated email marketing and why we are crazy focused on what our customers have to say.
The story behind Helpmonks
In 2015, Nitai Aventaggiato — a serial entrepreneur who is also the founder of Razuna — announced that he is launching his sixth company to disrupt the email management software space for teams.
The announcement ultimately lead to Helpmonks as we know it today. Of course, many things have changed since 2015. However, the ultimate mission — to empower every organization to benefit from a shared inbox solution — is still deeply embedded and drives every product decision .
Helpmonks mission is to deliver a product that is hopefully a joy to use and, at the same time, useful to you and your team. Apart from that, we also care about being socially responsible to our customers and our employees. Helpmonks manages a workforce that consistently is made of 50% men and 50% women.
How it all started.
Just like everyone else, our founders were using email to communicate with customers. However, as the team grew, they realized that the constant email flow became unruly. Emails made their way into spreadsheets (horrible decision). From there, the emails made it into a ticketing system (well, more of a monster when you think of Jira).
While a ticketing system might suffice for the development team, it's highly complicated when you start interacting with customers (you know the ones who contacted you by email at first). Something had to be done.
When you come to think of it, you will undoubtedly see that a lot of companies have created products to support email communication and have provided various email management solutions to handle the flow of emails. However, many of those approaches are only for use in the personal email space. I wanted to create something similar for team emails, especially since sharing an inbox requires more collaboration between members than just replying to or forwarding an email.
Nitai Aventaggiato
Keep it simple.
Given that we all had our fair share of experience with handling emails, we knew from the very start, that Helpmonks should not be a complicated system. Hence, Helpmonks positioned itself as an email management software solution for creating shared inboxes for teams .
The goal of Helpmonks is not to replace a ticketing system, helpdesk, or CRM but instead to complement existing stacks. To quote our CEO again, "We wanted to avoid dictating the current workflows of our users, and instead make Helpmonks integrate with their established procedures".
The goal of Helpmonks should be to allow its customers to continue using their current tools and email clients. Besides, Helpmonks should be made available to every customer, independent of their requirements.
Another goal was always to build our product around the customers expectations .
Helpmonks today.
Today, we are excited to see that many of our initial requirements have been met. Some even beyond our expectations. Helpmonks is used by thousands of organizations worldwide, and we are processing millions of emails daily.
Our constant customer-first approach has brought many features to a holistic shared inbox approach. As such embedded in every shared mailbox are tools like Live-Chat (with push notifications and targeted messages), an advanced Knowledge Base with options to create public or private doc sites, announcement or roadmaps, the option to send Email Marketing Campaigns , and Email Sequences .
In December 2022, we finished the migration and integration of our beloved Digital Asset Management System - Razuna - into Helpmonks completing a five-year mission to provide the best customer engagement software on the market today.
We are proud to say that many of our customers tell us — Helpmonks just works .
See how much you save with Helpmonks
Here's what you get with Helpmonks
We created Helpmonks to be the foundation for your customer engagement. Use it to collaborate with your team on customer service and marketing, increase sales, and create a hub for all customer interactions.
Shared inbox
The smart shared inbox solution for teams that demand more than just answering emails.
Email Marketing
A mighty email marketing platform to help you reach your customers and increase sales.
Email Sequences
Create automated follow-ups or send a series of emails with our email sequences .
Email CRM
Manage contacts and companies and get the full (customer) picture at any point and any time.
Knowledge Base
Create public or internal doc sites with ease. Fully integrated with our live chat widget.
Live Chat
Real time customer support with live chat for your websites. Including smart push notifications.
