Helpshift Reviews: 4.3/5 — Solid Choice

The ease, all of the information is in one place. It's very intuitive and user-friendly. Their customer support is top-notch!

It isn't real-time. Productivity is harder to measure when it's not in real time. Sometimes takes awhile to load, and can be glitchy.

We use them for all of our customer support. It's a great platform. Their automations are great, live chat is great.

The ability to use bots to simplify and triage for human interaction makes each ticket easier and less time-consuming. The team has also been incredibly helpful in ensuring we utilize the tool to the best of our ability.

The pros I mentioned can be time-consuming and complex to set up. It's just a matter of understanding and getting deep into the flow of information. You need to ensure you understand how your customers experience your support.

Helpshift helps us provide better experiences for our players when they have issues with our products. This means we have happier players who are more likely to come back.

Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime.

Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours.

Helpshift primarily helps us manage our CS requests. As one of our goals being response time; Helpshift's ability to show the age of each ticket helps in keeping track of this goal.

I like the visual simplicity of the product. It is easy to talk to our customers, and send attachments and images. It can be well integrated with so many different systems.

Previously it took us some time to reach out to the engineers to get the solution for a critical issue we had. Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly.

Our customers communicate with our agent using Helpshift integrated into the app and website. Also, we use FAQ to answer the most popular questions and requests. Automation rules and bots help us to organize the customer inquiry flow.

- Strong, flexible, reliable Salesforce Service Cloud integration. - Dashboard UX, especially the bot design tool is easy to use and understand. - Web and SDK are flexible and easy to install.

- Don't support new text channels out of the box (SMS, Whatsapp, Apple Business Chat) - Support is generally quick but SLAs and availability are not contractually committed to.

- Fast, scalable customer support in Web and App. - Robust case prioritization and routing logic (in conjunction with Salesforce) . - Easy self-triaging of case volume by end-user.

Easy of initial integration for gaming platform (Unity)

Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot).

Ease of initial integration and getting started. Unity plugin is a plus!

We're using Helpshift with Unity for in-game support for all our titles. Being a platform on which the players can contact the support directly inside the game is definitely the most important aspect of this tool. Previously, we sent the players which need support to a web portal, and this disrupts the experience.

As with almost all external SDKs, the integration, despite being easy, presents a number of challenges. First, QA teams have to be extra careful with the build review, to make sure that no new bugs are being introduced into the game because of Helpshift. Secondly, the price can be high for indie and small developers.

We're looking to improve our customer support experience with Helpshift. And Helpshift helps us Not only by showing a frequently asked questions page to the players, but also being able to reply to the players directly in-game.

Helpshift allows us to organize, prioritize, and engage with customer communication in a very effective way. It collects messages from our titles as well as emails from our website, tags them, and filters them however we want to see them. It makes it easy to communicate with our players through personal messages or quick replies to common issues and questions.

I wish there was a way that Helpshift could translate communication from different languages into English and then back again. I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games.

Helpshift is our vehicle for customer service and makes it easy to communicate with our customers. The process can be tedious and time-consuming, but Helpshift makes it far more efficient.

No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees.

While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) .

In App support - presentation of FAQs and an an in-App channel for logging help requests.

The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature.

Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift.

We've implemented a lot more self-help using Helpshift. The benefit is we're deflecting tickets, helping users get support faster.

The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android.

The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse.

Helpshift is helping my org to scale operations without needing to scale costs by providing avenues of self-service, and automation.

The Helpshift customer support team is fast and reliable, and the custom bots feature. The FAQ and different FAQ tools are great, and a way to minimize email messages is also a lot.

Most of the success managers are based in US which causes me to stay available for late evening for business reviews etc, not a major issue but still something. As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature.

We are solving a problem of FAQ management and player support with Helpshift, we have realized that Helpshift is saving us money by us having less employees working in support.

I can link with game players effeciently.

I sometimes ask customer service questions, but the reply is very slow.

Finally solved

The abillity to track tags through the analytics has helped us learn where we need to offer more support to our players.

We look forward to feature requests such as scaling images and video within FAQ support articles. We also look forward to seeing player FAQ journies.

We're answering questions players have before they ask them because of the analytic tools. We can see which articles are most visited and respond in articles before players reach out.

The SDK integration pulling the data needed for troubleshooting crashes or reproduction steps to other issues is amazingly useful!

Not being able to customize the fields fully and being forced to accept some undesirable parts is a big downside. The Spanish translations for some of the forced fields are quite rude, and we can't change them.

Issues with not being able to find accounts has been resolved with the direct integration. We've also found some crashes and other issues through the logs that we are receiving.

The interface is uncluttered and straightforward to use. Allows the metering of triggers, inclusion of tags and division by queues (related to each specific subject)

Drops or failures in the system directly impact the operation. The search engine is also imprecise at times, and there are difficulties in integration with the database

Helpshift facilitates the organization and division of customer requests. Allows the use of chatbots, which deflects part of the calls; as well as enables the forwarding of certain requests to specific queues

Handy interface and great shortcuts to improve worklow.

Some shortcuts are set in a non-conventional way; it would be great to customize them.

Live customer experience via smartphone application.

I can find everything pretty easily from the menus etc, CustomBost, etc developing is "easy". Auto answers are easy to set and manage. AI development is a great plus, though we don't at the moment have enough resources to utilize it properly, it's on the to-do list. Co-operation with success manager works swiftly and easily, Nicola always is available to answer tricky questions and gets back to us quickly!

Sometimes some occasional problems, but the HS support team has been a great help and these issues have been resolved VERY swiftly! Better mobile support, since I don't always have my laptop or PC nearby, so it would be great as a team lead to having a possibility to check tickets swiftly and easily from the mobile interface. The mobile interface could look better as well for the customer, but I hope the new Helpshift FAQ etc design comes soon for everyone!

Fast customer support experience and easy implementation into the application (Unity SDK). As well, Helpshift helps us to provide players easy to use and quick support with automation and self-service tools such as FAQ and Chatbots. Pricing and business negation with Helpshift has been always understandable and there hasn't been any problems for us regarding pricing and such.

The interface is easy to use, there's a ton of features and the Helpshift team are more than happy to help out when any problems arise. It's constantly being improved and evolving, which is very much needed in the tech industry.

Some of the features could include samples on how they work. Not being able to block users who message outside of email. When using the search function, a lot of irrelevant matches can appear. This makes it hard to find secondary messages when searching for a name or key word.

We are able to direct all customer reported issues to the single system using embeds, links and in-app support. It handles spam automatically, freeing up time for our CS agents to just focus on the real messages. The in-game chat function is incredibly effective. It automatically gathers important information so we don't spend the first few messages requesting that data from the player.

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the multi functionality of it and it's customizability

The queueing can be a bit flimsy and counterintuitive. Notification sounds are incredibly crude and annoying.

Customer concerns and issues. It's quick to toggle between views making it a fairly user friendly experience.

The system for us can be somewhat complicated to understand the operation of artificial intelligence and although it is very advanced we can intuit that it lacks much more, however Helpshift showed me that this system is incredible to serve as technical support providing solutions to both our clients for sale, creates follow-up with each sale allowing you to offer support and provide solutions to customers, it is beautiful.

You definitely have such a different point in our company that I cannot compare it with the functionality it offers for me, it works in an incredible way and I have had favorable results, I would not have a negative point which I think I should improve.

For us it has been a very complete and effective software, providing solutions such as customer support, preferably sales, some type of service or contract, we can configure the system with total freedom, I love that it allows us to communicate with customers in different ways, it is nice That clients think that they speak to an agent when it is Helpshift that performs the service, is pleasant and for me this system is comprehensive.

This software provides easy-to-use tools that allow you to establish a personalized service with clients through functions such as automation, artificial intelligence and messaging. It is easy to execute, it helps to reduce costs using mobile channels, social networks, telephone and the web, this also provides a greater reach of potential customers. It has a great interface, fully organized. The team performs tasks such as interaction monitoring, multichannel communication, network monitoring, reports and analysis, and more organized and clean ticket management.

We have no complaints about negative experiences or problems obtained with the operation of the platform, however we must mention that they should improve mobile support, since it is difficult to make tickets in a fluid way without decreasing performance.

Our company uses this platform as it provides the entire work team with high performance and productivity to guarantee a personalized service and a better experience for our potential clients. In addition, the tools and functions provide to establish a work flow since we can do it in a simple way. Interaction monitoring, real-time chat, automated routing, even through the mobile we can remotely access the platform. The messaging in the application is very good. Previously we used other platforms but the results were unfavorable, on the contrary of helpshift, it increases our reach, we save time, we increase productivity and our company has an exponential growth.

This is a platform that provides customer support in an instant, personalized in the application and proactive way. In addition, this allows to solve the problem in an effective way and thus increase the satisfaction and experience of the client in process. It has tools that provide work flow and save valuable time for the company, as well as that allows you to provide assistance to priority customers by courier. It has a good user-friendly interface and the platform is easy to configure.

Some inconveniences presented by the platform could be with the panel of the website that is used to respond, some clients have notified us that they have presented problems, they must improve this in order to provide a quality service to all our clients.

We use Helpshift to improve our customers' experience in addition to providing better customer service. We have solved a wide variety of issues and problems faster and more efficiently. It has been easy to use, their support is quite easy to contact. It is very useful we can also offer customer service through live chats in the en, emails and web forms. This platform also provides us with a complete and detailed analysis that works for us to carry out our work more fluently and saving a lot of valuable time that we then focus on the tasks that need it most and thus significantly increase our production. In general terms it has worked to improve our support, it is easy to use and very versatile, it has a good interface, fully organized, a simple configuration and it is affordable compared to other platforms.

It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options.

I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue. For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently.

Helpshift is integrated right into our game, so users can access it without leaving the app.

1. Good SDK integration with mobile apps. 2. Smart Queues 3. Very useful User ID Link feature 4. Ability to attach game logs to every issue.

1. Complex price model 2. Status system. I cannot change the status unless a user updates a ticket. 3. Quick replies feature. I need possibility to create a different workspace for each agent.

We use Helpshift to reply to all customer issues across all games and platforms. It's very convenient to have one helpdesk. Also, we use FAQ to deflect tickets. A user first reads FAQ article and only then submits a ticket. In such fashion we deflect more than 90% of tickets. Helpshift allows to make a very quick integration with our internal CRM system to get user info. Besides, we use automations a lot. We have set more than 100 new issue and time based automations. It helps us to tag tickets, assign to the correct agent and even to automatically reply to a user if we have a known issue. We did an integration with App and Google Play stores so that all reviews are coming to Helpshift. Thus, we reply to all reviews directly through Helpshift.

Clarity of the interface is my favorite part

Focus is shifting away from customer support

Single point of contact for customer inquiries

The organizational process is relatively easy once you learn the work flow. Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support. The Analytics section covers all the baseline info I like to see and more.

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs. FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.

Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ.

I like that you are able to tag feedback so that the appropriate team can monitor

That you can't export feedback into some sort of spreadsheet

Finding customer friction points and addressing them

Solves a lot of challenges with supporting mobile apps in one package.

Expensive and very obviously designed to make basic operations cumbersome and not iser friendly, pushing you to higher plans (double the price). The sales process is not very transparent in this sense, ie explaining that the most basic of operations is a lot more of a hassle than comparable tools.

A smooth mobile support solution for customers with way less implementation effort than ZenDesk.