Helpshift Reviews: 4.3/5 — Solid Choice

I like its live chat feature. Works best to people on the go to those who do not have time to call.

There are times I have to use tags manually to put a ticket to the right queue.

In customer service, it helps save customer's time in waiting a response via e-mail or IVR

It's a very helpful tool for companies interacting with customers and increasing customer service overall satisfaction. It's convenience and easy to use; and it's very user friendly.

My overall experience with Helpshift has been good.

Helpshift is used to communicate with customers and assist them on helping banking issues.

Helpshift has an easy way for agents too reply to customers.

My company has bots set up with Helpshift. They still have to make some improvements in their bots technology to match with other competitors out there

As mentioned above Helpshift is an easy CRM to agents to reply to customers. It improvesFCR and CSAT

i like the chat feature, very easy to use and fun. i feel like anyone can use this. it's very easy no glitches or anything everything runs very smooth

nothing really it's a perfect help for chats. sometimes will experience lags but thats very rare

how to be a better client to customers. mostly every problem that could possibly happen with our organization is settled on helpshift.

I like that I am able to communicate with clients and If I need to review past conversations I have access to them.

I don't like when you close a chat with a client, they can come back with another question but there is no notification that the client came back to the chat.

I haven't experienced any problems. As far as benefits go, i see that it is a lot easier to help clients. If they start a chat about one issue and have another question about a different topic I can easily have another team member jump into the chat to help the client. It helps cut down on wait time and allows clients to get the help they need a lot faster.

The aspect I enjoy the most about Helpshift is its convenience to use. Notifications are clear and concise, and the notes fields are helpful to keep track of past issues.

It would be nice if we did not have to use an external program to receive desktop notifications.

The problems addressed are mainly for website issues and duplicate entries within our database. It's kept an easier line of communication with the clients rather than writing out an email.

It has different categories that makes it easy to keep track of different chats when you are on multiple.

It would be nice if there was some notification that could be sent when someone returns to the chat after being inactive for around 10 minutes.

It has helped me solve issues that are clients are having with our website, or any questions that they have about any paperwork.

We can help out customers quickly via helpshift and address their concerns accurately.

I dislike that our clients often choose the wrong department to speak with, it would help if we can add suggestions per department so that chats are not filtered to the wrong department. The automated greetings are also a tad annoying, as we have heard from clients.

A lot of problems, whether it be system related, internal issues, or just basic questions on how to use our system. Using helpshift has helped MPCS to effectively help our clients in an accurate and timely manner as opposed to phone calls or emails.

Helpshift is very user friendly and simple.

Sometimes notifications aren't always clear or they don't pop up when necessary.

Helping all clients solve issues with their job applications. It is very easy to communicate with people who need help or have questions.

It's nice to be able to create macros that can be shared amongst all support employees.

As of right now, we don't have any dislikes. Helpshift fulfills our current needs.

Tags/Smart views are extremely helpful in determining the size and priority of bugs

Notifications, in-app notification badge functionality, the chat and metadata delivery capabilities, the various functions available to automate support tasks.

Nothing really - it's a great tool. Some bugs have come up in the past, but have been resolved.

Helping millions of users on a daily basis with their support issues and inquiries. We receive tons of feedback in real-time and have automated filtering in place for organization.

La forma rápida y dinámica que tenemos para interactuar con nuestros usuarios, nos permite dar soluciones en tiempo real , brindando una mejor experiencia al cliente con nuestra atención de primera línea . Hemos descubierto que con esta plataforma de atención optimizamos nuestros indicadores de productividad y logramos controlar el desborde de atenciones no efectuadas por cantidades de clientes . Otros de los aspectos que es un plus+ en nuestras atenciones es la facilidad de poder enviar documentos y así mismo recibir archivos adjuntos , esto nos facilita poder determinar que problemas o que consulta esta haciendo el cliente. Su facilidad de uso nos ha ahorrado importantes recursos como el tiempo, lo que nos permite capacitar a nuevos empleados sobre cómo usar Helpshift fácilmente en cuestión de horas en comparación con días o semanas; que es el caso con la mayoría de los otros programas que usamos. Muy importante también, me encanta la calidad de la asistencia ofrecida a mi equipo por el servicio de atención al cliente de Helpshift.

Hemos podido experimentar que al realizar un cambio de horario en nuestros usuarios de atención , no se cumple el ciclo de atención de chat , por lo tanto nos ha llevado a crear diferentes horarios para cada usuario.No muy bueno en plataformas móviles, su interfaz de usuario y parte del diseño de la experiencia del usuario pueden tener algunos, por ejemplo, algunos fallos interesantes. Sin embargo, ninguno de estos problemas afecta la seguridad.

Simplifica el tiempo de nuestras atenciones de cara a nuestros usuarios, respuestas y soluciones rápidas.

It's very easy to use and quite intuitive. There are many customisation options that have helped me become more efficient. Bulk actions and the ability to setup search shortcuts have made my life so much easier!

Sometimes I wish there was a mobile app or for the platform to be mobile friendly, but that can also be a good thing. My company likes that we don't have a mobile app because it mens there's less chance that we'll work too much. Yes, I work for a brilliant company!

I solve tech issues with our games. It's so easy to use and so customisable that it has allowed me to streamline my work and be more efficient

Helpshift has been a tremendously useful SDK tool we've implemented in our mobile apps. The ability to add FAQs, tag issues, and automate replies has been very beneficial.

We need better spam filtering options in Helpshift as we've received mass waves of spam that is sent directly to our inboxes as notifications which isn't ideal.

We are offering direct access to support for our users when they need it the most. We've realized benefits such as easy bug reporting, feedback acquisition, and overall organizational improvements when it comes to communicating with our users.

Helpshift is very helpful and easy to access, with analytics as well to review incoming tickets and other information. Catering players also comes easy with ready-to-send FAQs and easy-to-use response fields. Setting up new members also come easy with just their email addresses. Viewing tickets also comes at ease with the contents of a support ticket all in one place.

There's actually nothing to dislike about Helpshift. Everything is prepared. What I probably wish to see in Helpshift is easy exporting of data, particularly ticket data, for external review.

Helpshift has been very helpful for us in catering players from several mobile games. Its ease of access helps us provide assistance on a much faster rate. Any issues that need critical attention are getting acknowledged quicker than any other support sites. Arising issues are getting noticed as well with all support tickets coming in on one place.

Helpshift es una herramienta muy útil para gestionar la atención al cliente ya que provee funcionalidades que hacen que brindar un servicio de soporte sea una tarea fácil, sencilla y sobre todo ágil.

La plataforma me funcionalidades que satisfacen todas mis necesidades, es por esto que no me disgusta nada de esta.

brindar atención personalizada y cercana a los clientes de mi negocio

I like the quick responses and the interface.

I wish we had a better way to sort tickets because sometimes the organization isn't there.

We use Helpshift as a CS channel for our mobile games.

It helps us respond to customers very quickly.

Algorithms, sometimes it doesn't add right issues to my que.

Customers' issues

It's so user-friendly! It took me no time at all to learn how to use HS. Coming from another platform Im glad we made the switch

There's not much I can say, I would really need some time to figure out what I don't like. Sounds like nothing right? Everything is great!

I am solving difficult cs issues. I love the benefit of being able to keep track of lots of customer history

A interação com os clientes é muito boa.

Poderia incluir mais ferramentas que poderiam nos auxiliar.

Tratando diversos assuntos com nossos clientes

The ease of use and access to our clients. Really fast to help our clients with all their questions.

How the chat doesn't make more noise to notify that a client has messaged back or has not accepted the solution.

Conflicts that arise from our website and helping our clients navigate through it. As well as helping understand DOT regulations.

The custom issues field make it clear to what the issues are and provide me a resource to use for future training purposes.

When an old chat comes in that the user does not answer as "resolved', it gets assigned to the old user which can be messy at times.

In general, no problems at all.

I like the automated responses, it helps up bring up information on our client.

I dont like the notifications. I wish there was a sound or the screen would automatically pop up and make it more custom for different businesses.

Quick matters, urgent issues. Some people would rather chat then email or phone call.

The use interface is very user friendly. Easy to learn and extremely to manage!

can't do custom permissions, for example it's either agents or admins, there is no in between.

we used to offer customer support via email. Helpshift lets us manage specific topics.

I like that Helpshift allows you to easily respond to customers straight from the platform while being able to categorize messages to create easy access for other team members. The app also allows you to leave notes so that throughout communication, you can have pertinent information on hand to reference without having to go through the whole discovery process every time a customer writes in. I also like that you are able to send issues to other team members internally.

I love the app all together. I wish there were more ways to categorize and I definitely wish there was a spam filter available.

I am solving customer service issues that need to be communicated to a mass amount of users. I am able to send mass emails to customers with easy, allowing individuals to respond if they need more help.

me gusta la manera de como se complemente hacia otras aplicaciones, para entornos de desarrollo, tienen una manera muy sencilla de vincular con diferentes plataformas web y movil

por el momento no me disgusta nada es una herramienta muy útil

los problemas que se resuelven a diario son problemas de inicio de sesión en el servicio que ofrece la compañía en la que trabajo, los beneficios son únicos pues hay una pronta repuesta al cliente ya que esta esta incorporada a la aplicación para que los clientes nos escriban desde ahí

The best thing I like is the flexibility to customize helpshift smart tools upon my needs.

More editable feature on the panel rather than on the sdk would be great.

It’s easy to approach to a customer need withing just one panel.

You can save pre written answers that will inject player names and agent names to speed up response times insanely

Honestly I can't think of any downsides. There isn't anything I need to do that I am not able to do using helpshift.

I work for a mobile games company and deal with our players on a day to day basis. Helpshift allows us to provide support from within the game itself making it easier for both us and players to communicate.

Easy to use, campaign function. It saves a lot of time.

I don't like that we don't have enough techinical support. We are based in China it is difficult for us to find help（due to time difference and language barriers）. My sales left helpshift but no one notify us, which makes us wait months to receive our contract back. =

We provide a better customer support service.

No matter what your problem is helpshift can fix it immediately!

I dislike that it is a little difficult to run the system.

Any problem!