Helpshift Reviews: 4.3/5 — Solid Choice

I like that Helpshift is willing to work with us on features we would like added to Helpshift. They are always very responsive to us when we have questions or want more features. I love how Helpshift always notifies its users when they will have a service outage (but they are rare!). I also love how Helpshift is easy to use, and easy to keep track of analytics. Always reliable!

I don't like that I can't see the email from customers to me on the whole screen. It used to be that way, but was recently changed. So the email is smaller, and if it's a long thread, I have to scroll a long ways up to find older emails, whereas if the screen were bigger, I wouldn't have to scroll as much.

We're helping our customers resolve their issues super quickly because of live chat! That has been such a benefit to us and our customer service quality.

The search function for finding old tickets

That tickets disappear after a few months.

Take care of our customers

The in-conversation note and @ feature are incredibly useful when handing cases from one team member to another. The assign button is great for passing cases onto the correct department and the sub-categories allow an ease of work flow and project management.

There is nothing I would complain about!

Customer support issues.

How players can look up FAQs or contact us without leaving our game. The user friendly agent interface. The ability to add custom meta data and HS tags.

Not much! I wish there was language translation support in the agent interface. I would like the ability to merge the same users messages into one message. Tracking multiple user messages on the same topic is confusing in the current form.

The biggest benefit is having user data automatically sent to us when they contact us. We no longer have to ask for info like username, etc. This allows us to answer and respond to them faster than before.

Integration with unity and configuration of notifaction and app settings are very easy. Also offline faq feaure is very good.

We want to update cuurent sdk to new version which named SDK X to use new features but new one doesn’t have offline faq feature.

Every day some of our millions of players easily use this system to share their problems. So we can focus on improving our games.

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift, companies provides assistance across different channels, including web, mobile apps, and messaging networks. This makes sure that prospects can reach out for support through their preferred routes, resulting in a a lot more personalized and hassle-free support experience.

Although Helpshift provides several positive aspects, one probable disadvantage is the learning curve related to its superior attributes. The program offers extensive customization alternatives and robust automation features, which might need some time to training to fully make use of. However, Helpshift gives documentation, training supplies, and assistance resources to help individuals in beating this initial learning bend.

Helpshift successfully handles a number of problems confronted by customer support teams. First of all, it centralizes customer interactions through different routes into a single program. This reduces the necessity to switch between several applications or platforms, streamlining the assistance process and lowering the likelihood of overlooking or duplicating client queries. This centralized tactic enhances effectiveness and assures a regular support encounter throughout channels.

The reports and tickets are well-organized

It has connection and loading issues. The site is not responding sometimes.

Can answer tickets efficiently and very time-saver

The product is well thought out and when we have recommendations/feature requests, HS always is ready to accomodate our requests.

Nothing as of now. When ever we've had something missing with HS, they've always assisted in creating the feature or providing a work around

We're using Helpshift company wide for our support teams and clients/partners

Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns.

* Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc. * Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time. * The same bug reported months ago haven't been fixed. * The team has been reticent about sharing updates (ex. they don't post release notes). * Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software.

In-app chat SDK solution of moble app

It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service.

Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic. The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way.

Today we use the tool to chat with our customers through our product app. The tag function is one of the benefits that help us to raise the questions that most make the customer make this contact. We were also able to put a color filter to determine if a chat has already been answered or if it is still waiting for an answer, set up a transfer to another agent, so the customer doesn't have to wait too long for a response. It is also possible to work with bots in the tool, we were able to automate some trades. Thus, we aim to make our service more optimized.