Helpshift Reviews & Product Details

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

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.

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.

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!

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.

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.

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 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 software at times. It does buffer but that normal for software. But still a great way to keep things organized and keep it professional. I do like to see what is the main issue that is occurring with the issue and such. It's a good software.

What I do dislike about the app is that it does leg but that's normal. Sometimes when working on cases, when I work on an issue and resolve it, I scroll down and it shows the newest cases while I have to work the old one.

I am learning a lot of information regarding the program. It helps me with the organization aspect.

I like the tabs and categories you can create.

There is no option to right-click and paste/copy into the search field. Must use hot keys.

Customer based issues. It populates all issues related to specific customers when viewing tickets.

It is user friendly and not confusing to figure out.

I can’t think of anything I really dislike.

Responding to customers and keeping all of our issues organized.

I love the ease of being able to instantly view any support ticket using the search feature. The FAQ feature is also a huge help for us and our app.

I don't dislike anything about Helpshift. However, I would love it if there was an auto translate option as we deal with multiple languages on a daily basis.

Using the FAQ system our users are able to resolve their own issues. This drastically reduces the amount of support tickets that need to be "manually" handled.

helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level. As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels. I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb PowerBI is fast and accurate and overall I would recommend Helpshift to anyone.

The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes.

We mainly work with Customer support for games so problems and issues vary a lot. This can range from feedback to account specific requests. I like how well helpshift integrates our in-app/ingame ticketing system to capture customer relative data. Helpshift is an amazing tool especially for mobile apps/games. It's fast. Simple and has been very easy to use.

our team has been able to provide direct support to users based on revenue value without creating our own support ticketing system in house.

The helpshift SDK team has been very slow in solving a technical issue causing background crashes on device. This lasted for upwards of 4 months this year and has hurt our business.

we need a support and ticketing system so our customer support team can solve technical issues and questions about the app.

I liked that we could house multiple processes under one program.

I disliked that we could not generate a basic email and had to undergo a complicated process just to send an email to a customer.

We answered one-off questions from customers regarding our services. The benefits have been fast response and being able to leave internal comments on the same thread.

Its a great work place I am learning a lot of things and thats the best part of it

People being sarcastic Too much poking nose everywhere Have to be careful

IT I can solve real world problem with it

it is real time. Emails come as the Customer sends their email giving us an opportunity to respond to their queries immediately. The tool itself is also user friendly. Just like any other email app when you can send responses.

Manual dispatching of tickets, Incomplete dashboard reporting which makes it difficult to easily identify outliers for the team. It would be better if we get the metric broken down into Team level, Agent level, Site level,

Real time responses to our Customers which gives us high Customer experience rating if the issue is resolved.

I liked how it was easy to insert private notes between different agents within tickets.

I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information.

We were aiming to solve end user issues using a mobile email app. What we found beneficial was how to underscored our need to expand rapidly than what we were at initially.

It’s easy to navigate. I like that you are able to search other cases.

There’s no direct chat feature. It would be nice if you could chat to customer.

Email support. It’s all in one area.