Helpshift Reviews & Product Details

how the interactive chats are separated properly by the time and the notifications sent make it easy to search

It is sometimes difficult to search for past tickets by topic, but as long as I have the USER ID I can still track them.

I am solving customer experience tickets and it is second to none when interacting with them. It is a great place to start with looking to connect with your customers.

I’m able to communicate with my staff much more efficiently!

Sometimes there are delays, but not too an extent.

We’re solving our problem of communication. Using this product has definitely benefit my coworkers and I by learning how to communicate with each other.

Easy to use and navigate, very user friendly

Can freeze and not update, has a hard time communicating with other programs

Guests are able to easily contact us, makes communication easy

The views and filters were appropriate and useful. It was easy to flip between multiple cases and to respond to batches of cases in times of long waits and known outages.

Refresh rates were inconsistent with the queue. When there are a high volume of users in the same queue, cases would get reassigned and responded to incorrectly.

We used helpshift to repond to outlook mobile issues. It was a good way to interact with customers and dicern their issues in a timely manner. The problems that we faced while using helpshift stemmed from issues with support knowledge rather than utilization of helpshift itself.

Friendly user and easy to use Tool when supporting customers.

Email technical issue sometimes.(Performance)

Email Technical concern.

What I like about Helpshift is that you could easily identify the issue of the customer through its Metadata. It provides all the necessary information to isolate the issue so we can provide the best resolution.

I have observed delays when extracting reports using Power BI.

From time to time. Helpshift is having email technical problems

Metadata has all the information needed for issue isolation

Power BI or Reporting is sometimes latent

We are handling tickets from customer's who are having issues with our Email Service. We as users, find th

The codes on how to easily search for cases.

the intermittent functionality on the system

technical support

how the chats are separated properly by the time and that there is a notification when new chats are assigned to you. There are some things that can be improved. What I like the most is how the automation kicks in when the Customer have gone idle. As well as if the Agents have not responded to the chats in a timely manner.

The chats are messy and get tangled up and it should at least be listed as the first it stays that way. there are some things that can be improved in the Helpshift systemation. Like keeping chats in place even though it has been replied to. As long as the timing is correct to when the Customers has replied to the conversation or when the agents has replied to the customers.

When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still connected with us. If the Customer has gone idle, the chat will automatically close and a new chat is assigned to the agent which is a good thing rather than manually picking up chats. It saves us a lot of time in handling more chats.

Easy navigation of issue tickets which makes the platform simple and neat.

unable to export reports for notes and no additional secured authentication method.

Customer Service