Helpshift Reviews & Product Details

that fact that research as per keywords is very efficient whenever i need to retrieve a message

i think it is just fine as it is, don't see any work flaw

Gaming industry

Simple organization of queues to manage customer interactions. Can add internal notes to communicate with other internal users remotely and without having to change platforms. I like the ability to open a ticket for a customer on their behave by inputting their information when creating the ticket.

The format for searching can show way too many irrelevant results when not using the given format. Ex: from email: is: [email protected] vs. simply searching [email protected] I also don't particularly like that tickets auto-close after a couple of days.

Customer inquiries for online listings, refund/return issues. All previous issues are archived so there is a way to reference/compare previous issues with the same customer to better understand and resolve their issues.

I like being able to look up FAQ to answer customer questions.

Sometimes the website has bugs or customers are assigned to people not active

Giving customers an option to contact us within the app.

Helpshift makes it easy for us to actively communicate with our customers, The platform has many features that are easy to use and intuitive.

I sometimes find it challenging to find historical tickets

All aspects of Customer service with our customers and fulfillment centers

I really like help shift for the simplicity it's very user friendly

They have bots that filter the chat sometimes

I help customers with billing issues

I love how easy it is to use with mobile use, allowing for in-app users to receive a message with the push of a button.

Although easy to respond to and easy to send an initial message, it does not receive 100% feedback, but that would be expected from any service.

We get much more feedback and customer interaction from customers who are online exploring or site or app but may not want to talk to someone directly.

I use the FAQ feature the most, and appreciate that it's pretty easy to navigate, create, and edit questions.

Formatting of FAQs can sometimes be problematic, especially when copying and pasting.

Customer service inbound requests. Customer self-service via FAQs. Live chat integrated via our mobile app.

User friendly. Can be accessed thru a mobile device

Reports can be improved. Latency is another thing

Customer service, technical support for outlook.com

The Conversation is saved which makes it easy to navigate across the history

Reporting can be improved a little , while pulling up the data there are few reports which are not available

Quick customer contact and response

Admin panel was easy to use to generate a new key for integration. Javascript snippets allow for convenient and quick integration.

Sequence of chat workflow took a bit of figuring out.

Allow for a unified chat experience across different platforms. Also, a significant amount of issues were solved by the in-built FAQ.

Customization of the report and easy access.

Lag while working on helpshift. Multiple people have provided feedback that the tool is bit slow which impacts productivity of the individual agents.

Connecting with the customers.

I like that there is a lot of really powerful data in Helpshift

I find Helpshift, especially Power BI to be unintuitive at times and hard. Sometimes, I wish the data was available in tables and I can just use SQL and Periscope to visualize it. The refresh time can sometimes be quite long a well and sometimes, the dashboards fail to stay up to date even after I have refreshed it.

I'm trying to determine agent performance and whether or not we're meeting our target SLAs using Helpshift and Power BI. The data is great but I have to export it into Excel and manipulate it from there.

The light-weight nature of the tool, with clearly defined fields, integration of required support data, management of tickets thru tags, use of FAQ to help both agents and agents, basic analytics, users & teams management, etc.

Not able to manage bugs, need a clear escalation path for unresolved issues, integration with other support management tools, lacks minor customization of existing features, etc.

Providing support for mobile apps, moving to providing support for desktop apps, lowered cost of support, able to plug in agents from different background & train them on job, etc.

Ease of API use and creating customized metadata

UI needs to be more intuitive and simpler.

keep live chat records. use chat to assign task.

Easy to use, user friendly, and lightweight. It's very easy to see customer conversation history.

Very limited customization available for agents, no night mode.

Game issues. This is very useful for our customers.

The layout, it's easy to toggle between different emails I'm working on.

It would be great to have an FAQ easily available. I'm not sure how to combine issues/emails together that are related.

Customer service issues.

all the notes that you can put in helpshift

custom issue fields that we are required to fill in

all the emails are connected with each other

The tags and custom issue fields make it easy to quickly see business trends.

It is difficult to use on a mobile device. Being that many users are on the go and work from phones, a solid mobile app would be very useful.

Spotting trends and bugs as fast as possible is crucial. Using tags and automations in HS help us do that.

What I like the most with Helpshift is that I can see all the details of the customers which are reliable and helpful for our work. It is a friendly site that can be easily used by everyone.

Sometimes, it is slow to load all the details that are presented on the page.

It helps our business to do our work easily and we can communicate well with our customer which is a good thing if you're providing a not just good but best customer service experience.

The customer support for clients is pretty good

Analytics need improvement. Not sure if Power BI is the solution I like

Can see volume pretty well.