Helpshift Reviews: 4.3/5 — Solid Choice

I like how the automation automatically comes on when in idle mode. I also love the cross platform views, customization and ease of use.

Privacy Protection could be better. The admin options aren't the greatest around. The FAQs aren't very in depth.

We use livechat to solve the problems we would encounter. We can see what needs improvement by seeing the stats with our customers.

Helpshift is a great software at times. It does buffer but that normal for software. But still a great way to keep things organized and keep it professional. I do like to see what is the main issue that is occurring with the issue and such. It's a good software.

What I do dislike about the app is that it does leg but that's normal. Sometimes when working on cases, when I work on an issue and resolve it, I scroll down and it shows the newest cases while I have to work the old one.

I am learning a lot of information regarding the program. It helps me with the organization aspect.

Helpshift is an easy way to communicate with our guests.

There isn't much I dislike about it except that it can be slow and disconnect from the internet.

We help our guests with their problems and it's kind of like a chat/email platform so guests can respond when convenient for them.

I really enjoy the search and filter feature. The ability to search for issues with certain criteria during a certain time is super helpful.

I do not like not having the ability to add personal macro responses.

Order status, promotional applications, and technical issues. By filtering for similar issues, I'm able to immediately resolve multiple similar issues within a matter of minutes

I like the tabs and categories you can create.

There is no option to right-click and paste/copy into the search field. Must use hot keys.

Customer based issues. It populates all issues related to specific customers when viewing tickets.

Works well and is easy to use. All is visible and easily accessible which makes it user-friendly.

No tutorial on how to use smart views and can take a little bit to load at times.

Customer service communication

Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.

Glitchy. Notifications are regularly off. Would love to integrate Social Media.

We use it for customer inquiries ranging from technical issues to simple how-tos and feedback.

It is user friendly and not confusing to figure out.

I can’t think of anything I really dislike.

Responding to customers and keeping all of our issues organized.

Helpshift is a good quality advantage point for routine office work

I really have nothing bad to say about this technology

Allows you to keep up with your employees

I like that I’m able to categorize messages and tag them

I dislike how my messages sometimes get lost in the mix if I’m not the initial responder. I would be really helpful to be able to have a button to push to "create" email if it is an app ticket. Rather than creating a new ticket then having them linked, I would like to just be able to "create e-mail" while I already have the customers ticket open. This would especially be helpful when following up with webchat customers who no longer have the webchat open.

We are replying to customers faster.

I love the ease of being able to instantly view any support ticket using the search feature. The FAQ feature is also a huge help for us and our app.

I don't dislike anything about Helpshift. However, I would love it if there was an auto translate option as we deal with multiple languages on a daily basis.

Using the FAQ system our users are able to resolve their own issues. This drastically reduces the amount of support tickets that need to be "manually" handled.

We can talk to our customers, send images and emojis.

Too many bugs and instability, specially in the last month.

Talk in real-time with customers.

Their customer service is the best and the easy use of application. I have used it only as an user mostly. The pricing is also good as I have heard it from my colleagues though I'm not very sure how much is it. Overall the chatbot is great

The app needs more updates and the ui also. thing. Because sometimes the app crashes down in the middle of some important conversation

It's easy to get help without leaving our app which is a great thing. Because sometimes the app crashes down in the middle of some important conversation

How it organizes the mail and how you can customize the queues

The colors are ofter not clear. When something is in red means both that the mail is waiting for a response or for the first response. This is a big difference in customer support.

I can organize the mails from different platforms and reply to them with order.

helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level. As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels. I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb PowerBI is fast and accurate and overall I would recommend Helpshift to anyone.

The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes.

We mainly work with Customer support for games so problems and issues vary a lot. This can range from feedback to account specific requests. I like how well helpshift integrates our in-app/ingame ticketing system to capture customer relative data. Helpshift is an amazing tool especially for mobile apps/games. It's fast. Simple and has been very easy to use.

I like that customer can submit questions and feedback through helpshift

I don't like the one words provided by the customer and not providing enough information

Helping answer customer question and troubleshooting there problems

our team has been able to provide direct support to users based on revenue value without creating our own support ticketing system in house.

The helpshift SDK team has been very slow in solving a technical issue causing background crashes on device. This lasted for upwards of 4 months this year and has hurt our business.

we need a support and ticketing system so our customer support team can solve technical issues and questions about the app.

I liked that we could house multiple processes under one program.

I disliked that we could not generate a basic email and had to undergo a complicated process just to send an email to a customer.

We answered one-off questions from customers regarding our services. The benefits have been fast response and being able to leave internal comments on the same thread.

Its a great work place I am learning a lot of things and thats the best part of it

People being sarcastic Too much poking nose everywhere Have to be careful

IT I can solve real world problem with it

The tool is easy to use and anyone who is a quick learner can understand well and stat using tht tool

nothing ,as such , its a great tool for work. sometimes i did face a bit of lag but it happned very rarely

mostly dealing with live chats and help desk issue.

it is real time. Emails come as the Customer sends their email giving us an opportunity to respond to their queries immediately. The tool itself is also user friendly. Just like any other email app when you can send responses.

Manual dispatching of tickets, Incomplete dashboard reporting which makes it difficult to easily identify outliers for the team. It would be better if we get the metric broken down into Team level, Agent level, Site level,

Real time responses to our Customers which gives us high Customer experience rating if the issue is resolved.

When updates or logs were done, these will immediately update and it was real-time thus can be easily check.

There are certain times that it will disconnect from the server and needs to be refreshed to check the updates.

Intermittent connection or interruptions.

I liked how it was easy to insert private notes between different agents within tickets.

I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information.

We were aiming to solve end user issues using a mobile email app. What we found beneficial was how to underscored our need to expand rapidly than what we were at initially.

Smart views, Analytics, Video tutorials, settings, status

Can have better layout and also experience can be improved

Ticket system for for our product

It is easy to use. Good tool to assist answering customer questions

It doesn't prompt for enough information to be provided by person asking questions

Answering guests questions.

It’s easy to navigate. I like that you are able to search other cases.

There’s no direct chat feature. It would be nice if you could chat to customer.

Email support. It’s all in one area.

I like the fact that the Active Admin account of the customer I am talking to is directly integrated within Helpshift, essentially skipping the process of having to ask for details in order to find that user's account within Active Admin.

The search feature is almost unusable. If I am communicating with a customer through anything else, such as a phone or email, and they claim to have used live chat (via Helpshift) to get in touch with us before, I would have to look up that conversation we've had with them. The search feature, however, is completely unreliable. Any attempt to look for that customer either through their email address or their First and Last name is a waste of precious time.

It lets us communicate with our customers in real-time without requiring them to call us through the phone. Some might think it unnecessary but I welcome it. There are those who would prefer to get in touch with an agent and have the issue resolved immediately without having to speak over the phone. I believe that offering them this option is a good thing.

I like the fact that the message to the customer will not send unless you press both keys. It helps prevent errors in messaging

I do not like the rating system. I prefer a good or bad rating vs the 1-5 stars rating method

Helpshift is ultimately more convenient. It's easier to store your macros and much easier for share information within the messages with my coworkers.

Simple agent interface and FAQ. Support from Helpshift team.

Bad ticket assigning system. No option to give channel/category based support.

When we relayed completely on email + phone support, it was hard to followup with a user. Now it's easy because agents have their chat history to ref.

I like how the application is well layed out and easily used to obtain needed contact information

Not a large amount of support information for certain companies

Solving various IT related troubles.