Helpshift Reviews & Product Details

I love the philosophy of empowering players to help themselves with FAQs, before needing to speak with an agent, and the use of bots and automations to offset the work.

I feel there are still too many obvious features that are missing, and existing features that just don't function intuitively. You can add Tags en-mass, but you cannot remove them. You can request customers to take surveys, but there is no easy way to view them. Despite being such a huge part of the tool, FAQs do not have version control, A/B testing, or analytics that could help you make meaningful improvements. I also feel like I am hitting pay-walls within the service more often than I should.

One of the biggest criticisms of our app is how cryptic it is. Until the development team can improve the situation, the customer support team is in place to fill the gaps and provide clarity. HelpShift and the FAQs has helped us achieve that.

I enjoy the feature of tagging and sharing without showing it to the customers.

Inability to combine tickets together, would be great to have a way to do this

Contacting customers in a quick and precise way that is logged for other people.

Helpshift is a clear and concise way to assist customers. They are constantly asking for feedback to better their product.

My only complaint is that I cannot unassign a ticket from myself or others.

It has become an easy way for customers to chat in our app with us about problems.

Helpshift makes it easy to navigate the help section of multiple products

Sterile, bland UI; looks like virtually every other system out there

Integrates well with my company's app

It's easy to see new issues coming in! I can set it to different priority levels.

Sometimes acts a little glitchy. It will show I have open issues, when I don't.

Easy to connect and reach out to customers. Easy to find past issues with customers.

Helpshift is a great resource for a company who has very simple/quick questions and answers. They provide great resources for "Quick Replies" as well as FAQ functionality. If your company does not have to give super in depth answers and very limited touchpoints, Helpshift is great!

Not made for very in depth ticketing work. Hard to find previous tickets, no way to link a customer to multiple e-mail addresses. This makes it very hard to track previous customer history.

Helpshift has been a great asset in helping our teams handling various inquiries tied mostly to package tracking as well as product support inquiries.

The simple design and ease of entry. I was able to track clients, information related in one easy app and being on my feet most of my shift made me more available for person to person work.

Sometimes it has loading or processing errors

The ability to input information from our consumers into one large block and correct issues within the company

I like how the automation automatically comes on when in idle mode. I also love the cross platform views, customization and ease of use.

Privacy Protection could be better. The admin options aren't the greatest around. The FAQs aren't very in depth.

We use livechat to solve the problems we would encounter. We can see what needs improvement by seeing the stats with our customers.

Helpshift is an easy way to communicate with our guests.

There isn't much I dislike about it except that it can be slow and disconnect from the internet.

We help our guests with their problems and it's kind of like a chat/email platform so guests can respond when convenient for them.

I really enjoy the search and filter feature. The ability to search for issues with certain criteria during a certain time is super helpful.

I do not like not having the ability to add personal macro responses.

Order status, promotional applications, and technical issues. By filtering for similar issues, I'm able to immediately resolve multiple similar issues within a matter of minutes

Works well and is easy to use. All is visible and easily accessible which makes it user-friendly.

No tutorial on how to use smart views and can take a little bit to load at times.

Customer service communication

Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.

Glitchy. Notifications are regularly off. Would love to integrate Social Media.

We use it for customer inquiries ranging from technical issues to simple how-tos and feedback.

Helpshift is a good quality advantage point for routine office work

I really have nothing bad to say about this technology

Allows you to keep up with your employees

I like that I’m able to categorize messages and tag them

I dislike how my messages sometimes get lost in the mix if I’m not the initial responder. I would be really helpful to be able to have a button to push to "create" email if it is an app ticket. Rather than creating a new ticket then having them linked, I would like to just be able to "create e-mail" while I already have the customers ticket open. This would especially be helpful when following up with webchat customers who no longer have the webchat open.

We are replying to customers faster.

We can talk to our customers, send images and emojis.

Too many bugs and instability, specially in the last month.

Talk in real-time with customers.

Their customer service is the best and the easy use of application. I have used it only as an user mostly. The pricing is also good as I have heard it from my colleagues though I'm not very sure how much is it. Overall the chatbot is great

The app needs more updates and the ui also. thing. Because sometimes the app crashes down in the middle of some important conversation

It's easy to get help without leaving our app which is a great thing. Because sometimes the app crashes down in the middle of some important conversation

How it organizes the mail and how you can customize the queues

The colors are ofter not clear. When something is in red means both that the mail is waiting for a response or for the first response. This is a big difference in customer support.

I can organize the mails from different platforms and reply to them with order.

I like that customer can submit questions and feedback through helpshift

I don't like the one words provided by the customer and not providing enough information

Helping answer customer question and troubleshooting there problems

The tool is easy to use and anyone who is a quick learner can understand well and stat using tht tool

nothing ,as such , its a great tool for work. sometimes i did face a bit of lag but it happned very rarely

mostly dealing with live chats and help desk issue.

When updates or logs were done, these will immediately update and it was real-time thus can be easily check.

There are certain times that it will disconnect from the server and needs to be refreshed to check the updates.

Intermittent connection or interruptions.