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Helpshift Reviews: 4.3/5 — Solid Choice
Helpshift is an in-app customer engagement and web-based customer support platform that helps improve customer experience via mobile apps. With the platform, users can help drive higher ratings, reduce churn and increase retention. Helpshift’s comprehensive customer care suite is notable for improving agent resolution statistics and boosting user satisfaction with their in-app experience.
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Compare Helpshift with other popular tools in the same category.
Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience.
Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support.
We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month.
When it comes to customer support, Helpshift is a very reliable tool. Even though I haven't had much experience with other tools, Helpshift provides everything you need for providing quality support. The platform is often being updated and new useful features are added. Helpshift team cares about their clients and I can always count on any support needed from their side.
Helpshift services are rather costly, but considering the quality of the platform and expertise of their employees, it's hard to consider the price a downside.
We use Helpshift to provide customer support for our mobile games. There are hardly any issues with the app which helps us to provide the best support to our players. If players can have a seamless gaming experience, they will surely enjoy the games more.
The ease with which you can work. The flow of information makes it easy to follow.
A few customizations are not available at this time with Helpshift, but after speaking to the team, they have been able to look into it.
We are using the application for Customer Service and making sure people can contact us for immediate attention within their Mobile app for financial instructions.
Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page.
It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc.
Mostly managing team's work by creating and managing automation and queues. We are also using bots which are helpful to decrease the number of tickets we receive.
The new interface for public FAQ pages and the easy-to-use automation system. The Helpshift options allow to easily switch agents on task without losing any information.
The lack of customization and the disappearance of access to the HTML code.
Support for all our catalog and account systems.
Helpshift is an excellent one-stop-shop for CS requirements, from the moment a customer needs is served through ticketing through to resolution.
Currently, we are working through issues with applying bots and smart intents, but this is less a dislike and more something we are working to integrate to our satisfaction.
The biggest problem solved is our customers' being heard and valued. The benefit has been in increasing the speed at which we handle customer care, which makes us an industry speedster.
This tool provides a lot of information about the team, agents, bots, faq, automation and has all the new tools to explore the productivity of the team as well with regular automation ideas.
Haven't come across anything which I would have disliked. It's a good tool overall. I would recommend 10/10
Helpshift is providing very good support as well for the backend. The team helps in rectifying any issue as soon as possible without any delay. It also gives an easy way to interact with the customer one on one. Overall it's a complete customer support centric tool.
The ticket claiming system and the different views.
The system makes it feel "inappropriate" to take a colleague's ticket, and some of them go a long time unanswered.
Ticket answering and organization. It's a very efficient, visually pleasing system.
The most beneficial part of using Helpshift is custom bots that heps enhance experience
Supporting FAQ in a multilanguage environment is a struggle for tool
For us it is in-game application chat system which do not take user outside our product
Simplicity and portability of the platform and continuous innovation.
Not able to support multiple languages as part of the backoffice
Customer Self Service and FAQs