Helpshift Reviews: 4.3/5 — Solid Choice

I like that I can see the conversations go back and forth between me and the customer. It works great to notify me when I have a reply waiting for me or when I am waiting for someone and how long I have been waiting. Gives me great details.

I dislike that there isn't a pending folder of needing to follow up. It would be nice to not have to go through all of my notes and find which issues need to be followed up with. At my last company, we had a pending folder and it helped with my productivity.

Being able to communicate with our customers and utilize our productivity by seeing how many people we have helped, find answers from other issues, etc.

Easy organization of work issues that come in, listed in order of priority or by wait time. Simple click boxes and very functional for customer service.

At first, it was confusing to grasp how everything worked. There have been a few glitches and sometime Helpshift crashes. This can be frustrating when live-chatting with customers.

Helpshift has helped with quick and effective communication with the customer. They are able to reach out day or night the issues go into a wait by time queue. This makes it very easy to service and help our customers in the most efficient way. Live chat was definitely a game changer.

I like the new format/ layout of Helpshift, it looks much more organized than before. It's also easier to view and answer all the issues in the new format. I also like the sent/read status.

Searching for an old issue is quite hard since even when you type in a keyword some issues don't show up.

Helpshift enables our players to reach us immediately when they encounter an issue/bug or when they have questions.

Easy to learn, good team to support learning and set up of the tool

Sometimes buggy, UI not optimal (redesign made it worse)

Customer support for a video game, helps hearing from our players

The dashboard is incredibly easy to use. We are a mid-sized tech company and often depend on interns for our user support. With Helpshift we can have anyone trained to use it within an afternoon. Their support is also fantastic. They are always very receptive and quick to offer feedback or suggestions. In general, Helpshift has allowed us to streamline and consolidate our support for 10 different products.

We ran into some technical issues with the sdk integration and their support team didn't seem to have the technical knowledge to help us. They had to put us in touch with programmers in India to get it fixed. I think the analytics end could also be expanded upon.

We offer over a dozen products, each one developed and managed by an independent team, however we have just one marketing and customer support team. This made offering user support via email extremely chaotic and time consuming. Plus we had no analytics at all. Helpshift has consolidated everything and saves us a ton of time.

Multiple platforms on the help center Easy chat bot setup Very good UI and UX Unity plugin Good analytics Some good integration Good customer support

Expensive Lack of some platform support on the Help Center (Console, PC, etc.) Lack of some channels (Telegram, TikTok, etc.)

Multiple platforms on the help center Easy chat bot setup

Integrates well with our product and easy to use.

Opaque pricing structure. Removal of feature

Players reporting issues with their payment. The benefit is to talk to them and unblock them

O Helpshift é uma plataforma muito útil e é uma das mais importante pra desempenhar meu trabalho.

Levando em conta a importância dela no meu dia a dia, o que mais me incomoda são os frequentes bugs apresentados, o que dificulta a realização de um atendimento excelente.

O Helpshift me ajuda a desempenhar meu papel como CX dentro da empresa. É a plataforma que utilizo para garantir o bem estar dos clientes vinculas à empresa que colaboro.

It is easy to manage a multitude of cases using templates from your company's FAQ page. You can also assign cases to your colleagues depending on who's best trained to solve the issue.

Transparency of who is working on what case is lacking, resulting in two CS agents answering the same inquiry at once

We are helping customers find solutions to their issues in a more efficient way.

These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard.

First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI"). The Edit UI is feature-poor. Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced. That being said, the product DOES work well and above all is RELIABLE.

Helpshift provides virtually instant update of new or revised content. The advantages over distributing hard-copy information are incalculable.

Visual simplicity when defining a customer journey, from the moment a ticket is opened: management of automations, views, bots. As a platform administrator within pag !, I really like the convenience of switching group agents and the ease of changing targeting flows in automations, for example. In case I need to modify the structure of a bot, it is practical to change the 'THEN' step for the new built bot.

Dependence on agents to improve the IA model (predict label). This is because, unfortunately, we have difficulty in achieving an assertive calibration of the accuracy of the prediction of labels, as many agents do not perform the 'correction'. Also, I miss something like the suggestion of analytical insights - for example, suggest FAQ's that are not very assertive and effective, based on the client's views, likes or dislikes. In the last few months, since the beginning of the quarantine period, many agents have reported some instabilities, such as slowness, website crashes and problems in sending messages (some duplicated) and, as they often end up not showing these problems in screenshots or videos, we have difficulty in reporting them.

Helpshift allows us to manage a high volume of tickets, segregating them so that the responsible teams attack specific brand products. We use a lot (in practically all tickets) an interaction with chatbot, which in addition to deflecting part of the contacts, manages to "filter" the customer's problem before being directed to an agent. The tags allow us to be able to see the gaps in the operation, which is very useful when thinking about improvements in both the product and the chat service flow.

The ability to sort tickets by tags and to set up multiple automation.

The lack of built-in language translation and the lack of ability to do custom signatures for each team member.

It allows my teams to rapidly find and answer tickets by tag and payment type

I like the easy to use interface and how useful it is to work with others.

When getting into a chat that a coworker is in it will cause some issues with responding twice.

We help our customers with uploading all the documents they require. Customers like the quick chats better than phone calls/

Able to see who needs help and the problem they are facing.

In the work place each employee has multiple tasks so if they are not currently assisting someone on chat there needs to be a way to notify the operator when there is a client waiting whether it be a new chat or a return to a chat.

Easily get the appropriate department or operator to the chat. Creates an immediate response where an email could take time.

I love the basics for Helpshift, it offers more of a basic and simple solutions when in regards to tickets, the way we can classify the problems/ tickets with certain tags is very helpful

Comparing Helpshift to other programs you can easily tell where it falls a bit short. Less in-depth solutions and the management portions of the programme do not offer clean and organized roles.

I do like the the easy ways that Helpshift blends with other programs and systems, it does not uproot the daily flow of work and it does offer many ticket fixes that has become very essential!

I really like the Helpshift SDK and our users do not have to leave the app to get help. Players can submit their ticket and go straight into the app.

The markup language for content creation is rigid and there's no out of the box features to play around with the CSS, which is pretty much a manual process for our web devs.

One of the biggest benefits of Helpshift is that it allows us to scale support without having staff agents to take on tickets that players can easily resolve with the help of a bot or automation. Since we're able to free up our agents, we can allocate them to resolve tickets that need agent intervention .

My go to tool in Helpshift is the quick reply function. Many players respond with very similar feedback so a generic thank you message is crucial in sifting through all of the issues.

Visual direction is very important when trying to help a player. I find it odd that the players can send us images but we cannot send them images? I'd like to see an attachment option for the support team.

Most problems are ones that could have been redirected to the FAQ's. I think it would be helpful if the layout was more clear for players to choose their issue before reaching out with a real issue.

UI is easy to follow for both Agents and Players

Metrics tracking is lacking, specific advanced searches do not exist, not easy to "hold" work

Communication issues. Drop-downs and automated responses help with the overall performance

It is one of the easiest program I’ve ever had to deal with at work. The colour scheme is agreeable and the layout is clean. The tagging system is also quite optimized.

From times to times, part of the format change without me being able to customize it back and it takes some time to get used to when that occurs.

Helpshift is the platform we use at work to assist customers who have questions regarding our product.

Custom Bots are by far the best product from Helpshift. They allow us to automate the majority of the support workflow and gathers essential details from our customers so our agents can immediately help them on the first touch.

While Helpshift offers a variety of tools to improve your workflow (shared views, automations, custom bots, FAQs, quick replies, etc.), none of them are perfect. Each tool is missing essential quality of life improvements that other competitors have.

The majority of the problems we solve with Helpshift are questions or technical issues our customers encounter. The FAQs do a decent job of deflecting requests, but that requires effort from the customer to search for it. The Custom Bots allow us to automate the workflow, but it would be nice if the bots included a step to send the customer to an existing FAQ.

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 like the quick response from the vendor of this application. Again, I get excited with how Hlpshift notifies its users in case of a problem that needs to be addressed. The application is easy to use and makes it possible to track different movements in a site. Lastly, the layout of this application is simple, and with amazing FAQs.

However, i find it disturbing for tagging a new issue. In fact, users need to manually tag other users manually. The vendor should automate most of this tagging. That is, at least come up with a way to automate something like keyword.

The software allows customers to air their complaints and they get solved. Again, they increase on the productivity of our firm. Lastly, the software makes the process of answering the questions of clients more faster and efficient.

I love the concern that the vendor has to the customers. In my opinion, the developer understands that customers are the main drivers of any business setting. Besides, Helpshift ensures that no single person without the authorization of the admin can gain access to a given information. Lastly, the user design of this product is much enticing.

However, I wish the vendor a=could revive the Live Chat Feature of this software. In my view, this features functions slowly, and not all people who prefer using it.

We implement this application for two major reasons. One, to act as our Help Desk, where we could understand the complaints of our clients. Two, For customer self-service, and this will also build the relations with have with our clients.

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.

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 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.

I like the ease of assigning to others, making notes, and general communication between team members.

The business of design. I wish I could customize column widths (and if I can, I wish it was easier and more readily available how to do). In addition, I wish I could assign a take or reply to a ticket and have a queue assignment hold.

customer service complaints for a subscription service. The benefits realized is the ease of communication and empathetic back and forth.

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