Helpshift Reviews: 4.3/5 — Solid Choice

HelpShift Interface and Email reply capability.

Search Filtering is somehow difficult to use.

Customer service and technical support

There is a macro on what have to say to customers.

I don't see anything, all about helpshift is fine.

Customer's inquiry about subscription, refunds,make reservations and ticket verifications. Using helpshift, it is more easy to respond to customers concern.

All the features and functionality of the helpshift. Easy to navigate and search information within helpshift.

Maybe the sudden disconnecting from the server.

Customer Service Tickets

I like the ability to mention team mates making it easier for us to communicate.

Recently, there has been outages that really affected our productivity.

Email problems. One way to deal with email problems is with emails. I guess.

The ability for our app to upload logs and Helpshift to directly link to those logs.

User interface isn't always straight forward, but still much better than others.

Mobile app.

The organization of the categories. It's also very easy to find your "open issues"

People can take your case from you. Sort of frustrates people because you've had a way to assist the guest & it's done the complete opposite.

Less pain points, convenient way for guest to be assisted, and great sorting system of issues. All responses are received via phone, so very helpful!

The way i can see the cases that I have to work on.

I think the user manual could be more specific for the solution provided.

I manager customer access, with helpshift a can easily solve the customer problems.

I love that we could get the reports about agent performance easily

it would be better if we have drill through options in analytics

reporting issues.

Best thing i loved in helpshift is the search query function where you can easily check all the old cases with good survey

Well i guess the capability of helpshift to read colored tx email.

Outlook.com

How simple and smooth everything has been formatted.

Errors that very rarely occur when using helpshift

How caught up or behind your team is.

Helpshift is a good solution for giving support to customers.

The integration sdk is a quite bad sometimes.

The contact with my customers

Helpshift allows cross platform views for users and can be tailored depending on business need. It can be used on multiple operating system environments and browsers. I like the overall interface and integration. The ability to look up teams and groups, as well as narrow down searches. It would be nice to see sections in "tabs" so that information is more organized in terms of groups. I also suggest ability to change themes. The ease of use is acutally something that we all like. Even if you have not gone through the full training on its use, by its intuitiveness, you would quickly get familiar with it. has the ability to collect metadata with each Helpshift ticket. The metadata for Outlook.com will include information about platform, browser, and Additional information is available about settings and other features on the web client. The metadata will also include a list of self-help article(s) that the customer clicked to view prior to submitting the ticket. The ability to segregate into queues is also quite helpful.CSS agents should tag each ticket worked with the appropriate tag used to resolve or escalate the ticket. Tags should also be used to categorize the type of issue reported.

Just the aesthetic of it. Overall, the interface is quite user friendly. the way that information is arranged may need to be looked into. There are reporting that can be filtered better . Analytics gives too broad of a view.

Trouble ticket management. Email related issues reported in by end users.

Clear interfaces, easy to navigate and every time I use it I find new features to save time.

I wonder a helpshift version for android and ios instead using the browser.

The client feels advised during the use of our application.

I love that we are able to provide a convenient way of being able to assist customers via chat and email.

Just that we are limited in assistance for security reasons.

Customer issues with there loan application with our company.

I like this tool because it is so user-friendly

None, I haven't found any flaws with helpshift

We use this for our ticketing system. Using helpshift is really great not only because it is much faster than other similar tool but it also provide the option to categorize the tickets that you are receiving making it easier to search.

I like it that we are able to edit our preferences. Also, the display is nice to look at. The color combination looks good.

I did not like how the search function works. I would prefer searching like the way Google search works.

We work with Customer Care and billing concerns of players.

My personal review for Helpshift. It is very helpful in terms of answering concerns and getting to know the exact issues your client is having. The website is fast and intuitive. Helpshift is fast, userfriendly and easy to use.

There are no specifics that I dislike. Maybe more updates in the future. Maybe more button in the future, more settings and filter option.

Game problems. We are customer service for mobile games.

Personalizing your queue and having the option to view all of your work is a really good feature. This is the feature I like best.

Latencies cannot be avoided. Sometimes the help shift loads for a minute or two and sometimes it instantly loads.

Game related concerns from the customers. Inquiries regarding the game and some billing concerns. There is no need to open a 3rd party program or VPN to use the tool. You can open the tool on your browser.

Customization and ease of access. Communication and note taking for different tickets. The SDK is very intuitive and users seem to have ease when it comes to finding out what they are searching for in FAQs. There are some quirks with sending and receiving messages that should be worked out though. I enjoy the ability to reference tickets easily and the analysis tools.

Security and user privacy protection needs to be beefed up because users personal information is being transmitted through Helpshift. I'd like to see more use of security measures and more privacy settings to hide users' data. Pricing structures seem to dramatically change based on MAUs. More discount would be nice for long-standing customers. More communication with customers around new features and trainings should be offered.

We have a direct means of communicating with users. We gain valuable feedback and have realized many benefits in terms of issue redemiation.

i like that we can chat with our customers real time. it is easy to use and allows us to view chat histories. this program helps us connect better with our customers and help them with their concerns.

we need to put tags to route the chats to their respective queue

Using helpshift makes a way for us to respond timely to our customers. this greatly helps customers who prefer chat support.

being able to help out customers is the best feeling.

nothing. everything is ok as far as I'm concerned

MoviePass

Ease of use is what I like the most. Never had trouble learning how to use it.

None so far. Haven't experienced any trouble using Helpshift at all.

Easy to learn, hence assigning queries is a breeze. A lot of time saved since the tagging options help out in sorting out what to prioritize first.

I love that we can create smart views and auto-assign tickets to certain team members and smart views so the tickets are handled accordingly. The automations to set up auto responders are great, too!

That you are unable to edit the user details to add in the users email and name if that user data does not come over.

We are solving offering quick and exceptional customer service to our customers. We can measure our team's productivity with analytics and see what are the most popular tags to help us proactively reduce issues.

Efficiency and ease of service. Makes it very easy to take care of any issue quickly.

Nothing! So far, so good. Can't complain about anything.

Any issue I've had with CS

I like that Helpshift notifies me of any issues assigned to me. It is also extremely organized. I love the capability of adding different folders. Helps me to be efficient and work smart.

Sometimes it does lag, Sometimes notifications show but then disappear. Not very often at all, though!

I am able to efficiently work as a customer service agent with my company.

I love the capability of being able to do very specific searches. I also love the ease in emailing customers, seeing previous responses even if it is from a different support representative.

I wish there was a way to download certain tickets/email addresses. Its not super clean right now. When you download it just puts them in a doc. It would be nice to download say all the customers who canceled their subscription through helpshift and have them load into a doc somehow with the conversation link as well.

Lots of customers being helped! Love live chat.

The layout is beautiful, I feel organized, granted I haven't ever used any other software for this purpose. I've never been confused as a 6-month user.

Sometimes the stats page takes a while to load - we have a daily requirement and I can tell that HS isn't refreshed sometimes even when it says it is.

Customer Support communications.

Real-time interaction with the customer.

There is an opportunity to make the search fuction more user-friendly

Communicating with Helpshift make it easier for us to assist our client.

How you can narrow down your searches according to the topics you are looking for.

Could give a little design upgrade. They layout as well could be changed to more creative.

Supporting customers with their daily issues via live chat.

I really like how easy it is to maneuver and find my way around Helpshift. It's not only easy to use but it's also easy to explain, teach and train. When I was a new user, I was very quickly able to work my way around. I especially like the feature to check all of our statistics and see how we are doing as a company whole, even though I am but a small part of that company, I love to see that my work is helping the company.

It can be a bit hard to get the hang of it at first. For someone who's looking for an easy way to do support for a small startup, this would probably not work at first.

We are solving problems in our Live Chat area. We are realizing how great the lightning text is to our efforts. We are also able to see what areas need improvement by seeing the statistics of our customer experiences with our live chat customers.