Helpshift Reviews & Product Details

One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient.

I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month. We have macros available to the whole team, but it'd be great to have keyboard macros as well.

We solve a variety of issues, ranging from simple questions to technical issues that requires the usage of our own backend. Now with the answer bots system and the additional features added in the past 3 years, we got the ability to focus on the more complex issues, while helpshifts handles the rest thanks to the answerbot and the well-done FAQ system.

Simplicity and possibilities which are going to improve your own work.

Sometimes it might create an annoying string of little problems.

It's mostly technical problems. The quick-action are quite helpful to answer a lot of people in a short period of time.

It's easy to use and integrate with android and ios apps.

My novice support users have some difficulty as the platform is not yet available in Portuguese.

Contact with customers has been made easier and now we have more information about their cell phones, which speeds up the service.

How solid and agile the platform is. I believe many of our users are still in the game due to the support we give them

It could have better enterprise support but for the money we pay is not that bad. thanks

We are giving very good support to our whales in the games. And solving many issue with updates and missing coins, lives....etc

I've experienced using various Customer Service tool and Helpshift is the best experience. Clutter-free UI, navigation friendly and relatively easy to learn and use.

Please implement an option to re-open tickets that were sent as resolved. There are times that this will be done by accident although we're just suppose to reply.

Mobile game customer support.

Helpshift is awesome because it allows you to create automated responses. It also has great tagging capabilities.

FAQs could have a better experience. It would also be great to have automated bot that resolves spam.

Customer reported app issues. Obtaining info on repro steps. Querying for specific issues based on keyword . Segmenting users based on platform.

The in-app FAQ and messaging for customers, and the APIs that present so much information on the backend, saving much time.

The technicality of the APIs needed to get the full Helpshift experience is often daunting and not something a marketing team can implement alone.

Helpshift helps us save time asking questions and allows us to sort our issues based on a number of criteria to be as specific as possible.

Helpshift has a ton of awesome features and when we think of a new feature that we'd like, they let us work with this on it and typically they pull through and create something for us. Whenever we have a problem they are quick to respond back and get it fixed so that we can best help our customers.

There is not too much that I dislike about Helpshift. I don't even know what that one thing would be if I had to choose it. Maybe the fact that they don't have the ability for texting Live Chat. But, I'm sure that will come sometime in the future. They are great!

Helpshift helps us quickly, easily and efficiently help our customers with their issues. We really appreciate the ease of everything.

When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still. Fast and easy way for customer to communicate rather then having to speak over the phone

When it freezes in the middle of chatting with a customer and we have to click back and forth

Great customer service Giving customer details and feed backs with there transction solving the customer problems in a timely manner

I like the simplicity of its user interface. It's very easy to look for needed information. The integration to the game that we are supporting is also really nice.

It is difficult to pull up reports on a per-user basis. They have to go through their managers first (or even clients) to get their ticket stats for the day, week, or month.

Easier interaction with customers