Turn customer interactions into growth opportunities by providing personalized support across every channel.

Meet customers where they are and move effortlessly between channels in one workspace. Centralize conversations, use AI to speed resolution, and connect any messaging or voice platform through channel APIs to deliver consistent, personalized support.

Scale the support that delights customers across every channel.

Give agents complete context and AI assistance in a unified help desk. Consolidate channels and keep history intact as conversations shift, so every interaction feels connected and drives retention and growth.

Meet customers where they are with unified support

• Respond on the channel customers are using and keep context as they switch.
• Toggle between channels within the same ticket without losing history.
• Connect any messaging platform via APIs, from WhatsApp to Slack to custom channels.
• Use AI help desk tools for reply recommendations and next steps in one click.

Turn every interaction into a personalized experience

Shared context

CRM integration gives agents the full customer picture across teams and channels.

Seamless handoffs

Sales, marketing, and service work from the same record for consistent responses.

AI summaries

Automatic call and ticket summaries keep everyone aligned without manual notes.

Unify your ecosystem for consistent experiences

Resolve faster with AI-powered assistance

Resolve customer requests faster

Connect your help desk to your CRM to provide personalized, AI-powered support across every channel. Streamline service with automation and integrations so reps work faster and customers get answers sooner.

Scale customer support and satisfaction.

As volume grows across email, chat, and phone, tickets slip and satisfaction drops. Hoop’s help desk centralizes requests in a single source of truth with built-in AI, multi-language support, Jira and Slack integrations, and 360-degree insights that empower reps and inform your marketing and sales teams.

Deliver excellent support at scale

Omnichannel operations without extra headcount

Run sophisticated support with conditional SLAs, intelligent ticket routing, and IVR phone trees to meet customers where they are.

Built on a unified customer platform

Every interaction syncs to Hoop’s customer platform for a complete journey view and comprehensive support analytics.

Developer-friendly extensibility

Use APIs to embed help desk capabilities into your website admin panel and create custom omni-channel solutions.

Improve rep efficiency with AI

Skills-based routing

Automatically assign tickets to the right rep based on expertise to reduce reassignment and speed first response.

Language detection

Detect customer language preferences to route and respond faster for global teams.

Assistive AI

Use reply recommendations, automated ticket summaries, and sentiment analysis so reps resolve more issues in less time.

Provide more helpful, personalized support

Offer seamless, omnichannel support

Provide transparency for customers and clarity for reps.

Set working hours, automate response and resolution targets, and report on attainment so your team always knows what to prioritize—and your customers always know what to expect.

Set clear expectations with automated SLAs.

Avoid lost tickets and unclear goals. Define response and resolution commitments, add automation to enforce them, and measure performance so you can meet and exceed customer expectations.

Create SLAs based on ticket properties

• Establish “time to first response” and “time to close” for predictable customer experiences.
• Apply different targets by ticket priority, channel, or other properties.
• Give customers visibility into timelines while guiding reps on what’s most urgent.

Triage and prioritize unresolved issues

• Use a visual, real-time indicator to see time remaining before an SLA breach.
• Spot at-risk tickets instantly so reps can act before deadlines are missed.
• Keep queues manageable and prevent burnout by surfacing the next best action.

Improve SLA metrics with automation and reporting

Operationalize in weeks with clear working hours

Empower your customers to find the answers they need.

Give customers instant, self-serve solutions with an AI-powered knowledge base that is searchable by topic, accessible on mobile and desktop, supports multiple languages, and connects to your support tools to surface gaps and recommend new articles.

Build a unique library of help articles.

Turn frequent support questions into a comprehensive, search-optimized knowledge base. Customize the experience with CMS tools, collaborate with comments and approvals, and accelerate creation with AI assistance from Hoop AI Agents Copilot (beta).

Create and publish faster

• Generate and edit articles with AI assistance to speed up writing.
• Convert FAQs into a structured library optimized for search.
• Use CMS tools to match branding with flexible themes and styles.
• Collaborate with comments and approvals to keep content accurate.
• Manage advanced needs with multi-language articles and API-driven workflows.

Improve support team efficiency

Reduce repetitive questions and shorten time to resolution. Hoop CRM tracks which articles customers have viewed to prevent duplicate answers, while integrations with Slack and other tools keep teams informed about knowledge gaps. Multi-language support helps global teams share and reuse content.

Measure, improve, and evolve your knowledge base

Deliver a searchable, multi-language experience

Out-of-the-box service analytics.

Measure team performance, customer satisfaction, and support efficiency in real time with ready-made reports that help your support team resolve issues faster.

Improve your customer experience with actionable insights.

When data is scattered and reports require analysts, customer issues wait. Hoop’s service analytics provides built-in reports on rep productivity, average ticket response time, post-support survey scores, and overall support volume—so your team can focus on customers.

Stop waiting in line for critical service reports

• Everyday-user-friendly dashboards—no analyst queue required.
• Built-in, real-time visibility into support health and trends.
• Unlock insights fast to prioritize fixes and resources.
• Resolve customer problems faster with data-driven decisions.

Gain quick insight on rep productivity

Average time to close

See how long tickets take to resolve and identify process delays.

Chat response time

Monitor responsiveness on live chat to improve customer wait times.

Ticket volume

Track incoming volume and backlog to balance workload across the team.

Bottleneck detection

Spot trends that slow resolution and act before issues pile up.

Uncover customer insights with ease

Monitor interactions and efficiency

Subscriptions

Create plans with cadence, terms, and trials, then bill automatically using saved methods. Track MRR/ARR and renewal health alongside deals for a complete revenue picture.

Recurring billing on autopilot

Invoices or charges run on schedule with clear receipts and ledger entries. Reduce manual work and missed renewals across product lines.

Accurate, on-time payments

• Automated dunning and retries raise collection rates.
• Partial, upgrade, and downgrade handling.
• Tax and currency support for global customers.

Flexible payment options

Collect via cards or ACH and store methods securely for future cycles. Support regional wallets where available.

Unified revenue management

Lifecycle controls

Invoices

Generate branded invoices directly from quotes or deals and collect payment on the spot. Finance, sales, and success share the same status, eliminating spreadsheet chases and email threads.

Invoicing made easy

Create digital invoices in a few clicks and deliver them through trusted channels. Buyers see clear line items, taxes, and totals that reduce disputes and delays.

Automate collections

• Send reminders at set intervals.
• Record partial payments and credits.
• Trigger tasks for overdue balances.

One platform for commerce

Keep quoting, invoicing, subscriptions, and payments together so handoffs are automatic and reporting is complete.

Revenue reporting on autopilot

Operational controls

Commerce Tools

Equip teams with AI-assisted quoting, invoicing, subscription management, and payments inside the CRM. Reduce swivel-chair work while improving governance, visibility, and speed.

AI that helps you close faster

Generate accurate quotes in seconds and standardize terms without sacrificing personalization. Workflows remove manual steps that slow cycles.

Quote smarter

• Templates for consistent, on-brand proposals.
• Inline approvals to protect margin.
• Signature and payment on the same page.

Streamline billing & payments

Create invoices, manage subscriptions, and accept payments with automatic CRM updates. Finance and sales operate from the same data.

Unlock visibility

Scale with confidence

Reduce support calls with a self-service customer portal

Launch customer portals in hours without developer resources. Connect your help desk, ticketing system, and shared inbox so customers can track ticket status, reply to updates, and find answers in your knowledge base.

Give customers visibility and control in one secure portal.

Provide efficient, transparent support by giving customers a single place to view ticket progress, reply to your team, and search your knowledge base. Your team keeps conversations moving through a shared inbox while customers get immediate answers or updates.

Improve transparency and trust

Your customer portal provides real-time visibility into the status of requests. Customers can track ticket progress, reply to your team, and search your knowledge base from one secure client portal, building confidence and loyalty.

Minimize repetitive tasks

• Shift common questions to self-service with linked knowledge base articles.
• Create workflows to handle predictable, repetitive inquiries.
• Manage access by assigning users to specific groups.
• Free your team to focus on complex issues that require expertise.

Build without code

Launch fast and connect your tools

Turn texts into timely conversions

Reach customers instantly with personalized, compliant SMS. Build two-way conversations, trigger messages from real-time events, and track revenue impact in one place—no code required.

Automate, personalize, and track SMS at scale.

Replace one-off blasts with lifecycle messaging for welcomes, promotions, reminders, and recoveries. Use CRM data for targeting, AI to draft and optimize, and built-in compliance to protect deliverability and brand trust.

Build compliant programs

• Two-way SMS and MMS with keyword opt-in/out (e.g., JOIN, STOP, HELP).
• Consent capture, subscription types, and quiet hours by timezone.
• Country- and carrier-aware sending rules and rate limiting.
• Short links with click tracking and UTM support.
• Templates for alerts, promos, appointments, and order updates.

Personalize every send

Dynamic content

Swap offers, images, and CTAs based on segment, location, and lifecycle stage.

Behavioral triggers

Send on form submissions, page views, cart events, purchases, and custom events.

Audience controls

Segment with CRM fields, engagement history, and custom properties; apply frequency caps.

AI assistance

Generate concise copy, variations, and translations aligned to your brand voice.

Optimize delivery and performance

Connect SMS across the journey