As markets grow, it’s common for companies to start differentiating themselves through specialization. As the saying goes, “The riches are in the niches.” Depending on the business you’re in, there’s certainly some merit to that line of thinking.
In the world of support software, we’re starting to see the specialization trend. Some companies focus on a certain industry, some on a specific use case, and others on a specific channel. Such is the case with Helpshift.
Helpshift describes itself as an “in-app, mobile-first customer service platform.” For that specific use, there aren’t many tools on the market that can compete. But there is one major downside to going the hyper-specialized route: You take agency away from your customers.