Searching for the ultimate guide to call analytics? You’ve come to the right place. In this comprehensive walkthrough, I’ll share everything you need to know about harnessing real-time insights from conversations and why Helpwise is the perfect solution to transform your customer support and sales processes.

You know how critical it is to understand who’s calling, why they’re calling, and how your team responds. With years in the market, hundreds of happy customers, and award-winning features, Helpwise empowers teams of all sizes to track every call and SMS detail. Ready to see it in action? Get your 7-day Free Trial on Helpwise Today and start unlocking deeper metrics on every conversation.

What is Helpwise?

Helpwise is a cloud-based shared inbox platform that brings calling, SMS, and email into one unified workspace. Designed for support and sales teams, it integrates natively with your existing workflows to provide real-time call analytics, call recordings, voicemails, and comprehensive activity logs.

Helpwise Overview

Founded with a mission to simplify team communication, Helpwise has steadily grown into a powerhouse for collaborative customer engagement. From its inception, Helpwise focused on bridging email and telephony, allowing teams to handle voice calls, text messages, and email tickets—all from a single dashboard.

Over the years, Helpwise has added deep integrations with CRMs, advanced analytics dashboards, and AI-powered assistance. With thousands of teams worldwide relying on Helpwise for efficient support and sales workflows, it continues to innovate and expand its feature set.

Pros and Cons

Pros:

1. Unified Inbox: Manage calls, SMS, and emails in one place to prevent context switching.

2. Real-Time Call Analytics: Gain live visibility into call volumes, durations, outcomes, and agent performance.

3. Click-to-Call & Click-to-Text: Dial or send SMS with one click directly from customer profiles.

4. Automatic Call Logging: Every call and message is logged as an activity in your shared inbox, reducing manual work.

5. Call Recording & Voicemail Storage: Maintain crystal-clear recordings and voicemails for quality assurance and training.

6. Flexible Phone Numbers: Instantly provision numbers in 70+ countries or port existing lines.

7. Workflow Automation: Automate follow-ups, notifications, and campaign sequences with advanced rules.

8. Comprehensive Integrations: Plug into over 100 CRMs and business tools for seamless data flow.

9. AI-Powered Features: Summaries, sentiment analysis, and auto-prioritization reduce manual effort.

10. 7-Day Free Trial: Test all features risk-free before committing.

Cons:

1. Learning Curve: Teams new to unified inboxes may need time to adjust workflows.

2. Pricing Tiers: Advanced features require Premium or Advanced plans, which can be pricier for large teams.

Features

Here’s a deep dive into the core features that make Helpwise an indispensable tool for call analytics and team collaboration:

Shared Inbox Integration

Combine calls, SMS, and email threads into a single collaborative workspace.

• Assign, tag, and resolve conversations as a team.
• Custom shared inboxes for support, sales, and more.

Click-to-Call & Click-to-Text

Instantly reach out to customers with one click.

• Click a number anywhere in your inbox to dial via web, desktop, or mobile app.
• Send SMS messages without leaving the Helpwise interface.

Call Logging & Activity Tracking

Every call and SMS is automatically logged as an activity.

• View timestamps, call duration, outcome, and assigned agent.
• Add notes, tags, and follow-up reminders in a unified timeline.

Real-Time Call Analytics Dashboard

Monitor key metrics live to optimize team performance.

• Track inbound vs. outbound call volumes and peak hours.
• Analyze call resolution times and agent response rates.
• Generate custom reports to measure trends over days, weeks, or months.

Call Recording & Voicemail

Record, store, and replay every conversation for quality control.

• Access recordings directly from the conversation thread.
• Review voicemails with transcription options.

Contact Sync & CRM Integrations

Keep customer data in sync across Helpwise and your CRM.

• Bi-directional sync with Salesforce, HubSpot, Pipedrive, and more.
• Automatic logging of calls and SMS into contact records.

Automation Rules & Workflows

Automate repetitive tasks and nurture leads at scale.

• Set triggers for missed calls, new messages, or ticket assignments.
• Drop voicemails, send follow-up texts, or escalate priority automatically.

Helpwise Pricing

Whether you’re a small startup or an enterprise, there’s a plan tailored to your needs:

Standard – $15 / user / month

Ideal for small teams looking to collaborate on email, chat, and voice.

• 2–10 users, 3 shared inboxes, 15 saved replies
• Email, live chat, Facebook integration
• Standard analytics and integrations

Premium – $29 / user / month

Perfect for growing teams requiring automation and advanced insights.

• Minimum 2 users, 10 shared inboxes, unlimited replies
• Calling, chatbot, WhatsApp support
• Advanced analytics, CSAT, AI Assist

Advanced – $49 / user / month

Scale without limits and get priority support.

• Minimum 3 users, 30 shared inboxes, SLA rules
• Free chatbot, AI auto-prioritization, SSO
• Custom views and unlimited automation

Helpwise Is Best For

From small support squads to enterprise sales departments, Helpwise adapts to your needs:

Small Support Teams

Consolidate inquiries across channels into one shared inbox. Ensure no call goes unanswered and track agent performance in real time.

Growing Sales Teams

Automate follow-ups with click-to-call and click-to-text buttons. Leverage call analytics to refine outreach strategies and boost conversions.

Enterprises

Implement SLA rules, custom dashboards, and SSO. Scale voice and SMS operations globally with numbers in 70+ countries.

Benefits of Using Helpwise

• Improved Response Times: Real-time analytics surface bottlenecks so you can reallocate resources immediately.
• Higher Agent Productivity: Unified inbox and automation rules reduce context switching and manual tasks.
• Enhanced Customer Satisfaction: Personalized conversations based on full interaction history boost loyalty.
• Data-Driven Insights: Measure every call and campaign with advanced reporting to guide strategic decisions.
• Scalable Infrastructure: Add users, numbers, and features on demand without infrastructure headaches.

Customer Support

Helpwise provides 24/7 support via live chat, email, and phone. Their team prides itself on sub-hour response times, ensuring you never miss a beat during critical business hours.

Whether you need help configuring integrations or optimizing your call analytics dashboard, Helpwise’s dedicated customer success managers guide you every step of the way.

External Reviews and Ratings

Users on G2 and Capterra praise Helpwise for its intuitive interface and robust analytics features. Common highlights include streamlined call logging, easy number provisioning, and comprehensive activity tracking.

Some feedback notes a slight learning curve when first adopting unified inbox workflows. Helpwise addresses this with detailed tutorials, onboarding webinars, and a responsive support team to make the transition seamless.

Educational Resources and Community

Helpwise maintains an active blog with best practices on customer support, SMS marketing, and call analytics. Regular webinars, video tutorials, and a vibrant user community forum help teams share tips and troubleshoot in real time.

From case studies to how-to guides, you’ll find resources to refine your workflows, train new agents, and maximize ROI from every conversation.

Conclusion

Mastering call analytics is essential for delivering exceptional customer experiences and driving sales growth. With Helpwise’s unified inbox, real-time dashboards, and powerful automation, you’ll gain unparalleled visibility into every conversation. Ready to transform your support and sales operations? Get your 7-day Free Trial on Helpwise Today and start unlocking data-driven insights from day one.

Get your 7-day Free Trial on Helpwise Today and see how real-time call analytics can revolutionize your team’s performance.