Helpshift Reviews & Product Details

In-app implementation is alright. There is nothing special about Helpshift

Can’t merge tickets, no standalone mobile app, can’t selectively suppress satisfaction survey, hate reject function, not enough placeholders in macros, bad ui

It’s a basic ticketing system for us. Subpar compared to Zendesk and Freshdesk

There's a lot of things helpshift brings to the table for the amount of work needed to integrate the library. You just need to call a few APIs and once the helpshift overlay comes up, helpshift takes over and does the rest.

The custom config options for iOS and Android are a little different and can be confusing if you're familiar with one while learning to do the other. Using a custom engine that does not use the android/ios native app building APIs adds a level of complexity

Users will be able to give feedback much more easily without having to leave the app for a more fluid experience

I like that I'm able to get my questions answered without having to spend time on the phone.

I don't like the waiting time. It can be a bit long.

Just being able to help solve the issue in a timely manner

I love how easy it is to navigate with the ticketing system. There’s no clutter and user friendly

That 80% of the time HS is slow. When you are working it would suddenly lag and need to reload the page everytime.

I haven’t reached out to Helpshift, not at the moment. But if ever I will, I would probably suggest to have the option to mark any public reply as private, because you never when you’ll be needing this feature. For privacy or security purposes. But so far, I’m okay with the interface. I feel like there are lots of improvement and what we are currently using is quite satisfatory.

When it works without issues and it feels normal.

Disappearing tags and not being able to see if someone already has the ticket that you are answering.

Customer support tickets.

Tagging is nice to track inbounds and escalations.

Automations are difficult to create properly

Merchants reaching out to our team to have us connect with customers and verify how to proceed with orders. "Un-happy" path orders primarily.

FAQ integration, ease of editing Automation, such as tagging and auto-responses

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough search options. We need to be able to track issues chronologically. Currently, if we search for a certain tag on a specific creation date, the issues are displayed by the most recent status change No Social Media functionality

We are responding to more users, more quickly

Query system is good, and it's easy to learn

Broken functionality, can't export queries, kb ha no analytics, API lacks drilldown functionality, suppott is bad bad

Responding to players at scale.

It makes my job easier, I don't have as many headaches. It is self explanatory a walk in the park compared to other places I've worked

It was difficult to go through the process of moving everything over

Its just easier to use so I feel better and I'm nicer to the customer

The interface is very pleasing in the eye

It keeps on getting disconnected if I left the computer for 3 minutes and have to refresh everything all over again. Plus, I can't download or tickets by agents in an effective way. Too many 'animations' that slow down workdone.

The migration is done due to a business decision. But to be honest, I love Zendesk very very much. Clean, straight to the point and fast.

simple and easy to learn especially when onboarding

lack of other tools.....................

support tickets

It is nice to be able to create automated bots as well as route to employees.

The process for setting up bots is convoluted and requires lots of tedious work along the workflow whenever a bot needs to be edited.

We were trying to use the automated bots to reduce the workload of our customer service agents by having the bot handle routine questions.

Best: Bot capability, Async ability, fairly easy agility in terms of queue building and app implementation

Worst: Reporting is terrible. How do you run productivity on just resolution? I need to see every email "sent." If all I see is 8 solved emails, but then manually go in and see that there were 45 actual messages sent, that 8 solved means nothing. Fix the reporting and labeling. Need to be more agile.

It was an email solution for us but unfortunately, compounded a lot of our issues due to not being able to understand the true size of our queue due to lack of real customer service metrics--very basic CS 101 metrics.

A facilidade de manusear a plataforma. Ela é bem intuitiva e objetiva, uma ótima ferramente para atendimento ao cliente. Funcional tanto para a empresa, quanto para o cliente.

Os filtros que temos que fazer pra buscar certos tipos de atendimento.

Em alguns momentos a plataforma apresenta lentidão, mas está no caminho certo.

I like the ease of use, the possibility of creating service categories and the integration with other platforms

Sometimes, it crashes and it can be really slow

It helps with customer service and bots can solve many situations

Its features, can easily navigate tickets.

Issues with connection and not responding sometimes

Can answer tickets efficiently as it has categorization

The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI.

Slow response from support, especially on the integrations with other tools.

Helpshift helps us understand the customers. It also allows us to easily respond to them faster.

Gosto da facilidade do uso, além de ajudar nos atendimentos e possibilitar a inserção de FAQs dentro da plataforma.

Não gosto quando apresenta lentidão e duplica as mensagens.

Ajuda nos atendimentos da empresa e na resolução de dúvidas dos clientes.

Helpshift é uma plataforma excelente para atendimento aos clientes, utilizo diariamente para verificar os atendimentos e poder monitorar corretamente.

As vezes trava e envia mensagens duplicadas para o cliente, mas nada que afete o produto final.

Atendimento ao cliente com eficiência, tanto com suporte ao cliente quanto a pessoa que atende, integra facilmente com a plataforma da Playvox.

Helpshift é uma plataforma maravilhosa para atender os clientes da minha empresa, a utilizo diariamente para prestar um atendimento incrível e, assim, para o cliente sair satisfeito. É muito intuitivo e de fácil utilização, além dos recursos serem muito completos.

Sei que todos os produtos estão sujeitos à instabilidades, como eu utilizo o Helpshift todos os dias, acredito que consigo perceber mais. Em alguns momentos, a plataforma trava, envia mensagens duplicadas para o cliente e até a redistrivuição dos chats param de acontecer de forma automática. Porém, isso não afeta o produto final.

O Helpshift me beneficia diariamente, já que é através dele que consigo prestar um atendimento eficiente ao cliente. Ademais, é uma plataforma incrível que nos permite organizar e separar os atendimentos por temas.