Helpshift Reviews & Product Details

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.

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.

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.

Good use of tags, queues and automated bots. The bots are super handy for filtering into specific queues. Good meta data on users devices as long as the ticket is new and not reopened.

Can sometimes hold on to tickets far too long before putting them back in the queue, its necessary too frequently to manually move them to ensure they get answered. Being able to reopen the same ticket for years on end is a nightmare for collecting data.

Good for tech support with the meta data provided on the users devices.

Helpshift is great to use because it's so commonly adopted, customers understand the interface very well at this point.

I have no real complaints about helpshift at this point

It's been great to consolidate all of our feedback to an easy to use resource and then track trends in issues.

In-app implementation is alright. There is nothing special about Helpshift

Can’t merge tickets, no standalone mobile app, can’t selectively suppress satisfaction survey, hate reject function, not enough placeholders in macros, bad ui

It’s a basic ticketing system for us. Subpar compared to Zendesk and Freshdesk

There's a lot of things helpshift brings to the table for the amount of work needed to integrate the library. You just need to call a few APIs and once the helpshift overlay comes up, helpshift takes over and does the rest.

The custom config options for iOS and Android are a little different and can be confusing if you're familiar with one while learning to do the other. Using a custom engine that does not use the android/ios native app building APIs adds a level of complexity

Users will be able to give feedback much more easily without having to leave the app for a more fluid experience

I like that I'm able to get my questions answered without having to spend time on the phone.

I don't like the waiting time. It can be a bit long.

Just being able to help solve the issue in a timely manner

I love how easy it is to navigate with the ticketing system. There’s no clutter and user friendly

That 80% of the time HS is slow. When you are working it would suddenly lag and need to reload the page everytime.

I haven’t reached out to Helpshift, not at the moment. But if ever I will, I would probably suggest to have the option to mark any public reply as private, because you never when you’ll be needing this feature. For privacy or security purposes. But so far, I’m okay with the interface. I feel like there are lots of improvement and what we are currently using is quite satisfatory.

When it works without issues and it feels normal.

Disappearing tags and not being able to see if someone already has the ticket that you are answering.

Customer support tickets.

Tagging is nice to track inbounds and escalations.

Automations are difficult to create properly

Merchants reaching out to our team to have us connect with customers and verify how to proceed with orders. "Un-happy" path orders primarily.

FAQ integration, ease of editing Automation, such as tagging and auto-responses

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough search options. We need to be able to track issues chronologically. Currently, if we search for a certain tag on a specific creation date, the issues are displayed by the most recent status change No Social Media functionality

We are responding to more users, more quickly

Query system is good, and it's easy to learn

Broken functionality, can't export queries, kb ha no analytics, API lacks drilldown functionality, suppott is bad bad

Responding to players at scale.

It makes my job easier, I don't have as many headaches. It is self explanatory a walk in the park compared to other places I've worked

It was difficult to go through the process of moving everything over

Its just easier to use so I feel better and I'm nicer to the customer

The interface is very pleasing in the eye

It keeps on getting disconnected if I left the computer for 3 minutes and have to refresh everything all over again. Plus, I can't download or tickets by agents in an effective way. Too many 'animations' that slow down workdone.

The migration is done due to a business decision. But to be honest, I love Zendesk very very much. Clean, straight to the point and fast.

simple and easy to learn especially when onboarding

lack of other tools.....................

support tickets

It is nice to be able to create automated bots as well as route to employees.

The process for setting up bots is convoluted and requires lots of tedious work along the workflow whenever a bot needs to be edited.

We were trying to use the automated bots to reduce the workload of our customer service agents by having the bot handle routine questions.

Best: Bot capability, Async ability, fairly easy agility in terms of queue building and app implementation

Worst: Reporting is terrible. How do you run productivity on just resolution? I need to see every email "sent." If all I see is 8 solved emails, but then manually go in and see that there were 45 actual messages sent, that 8 solved means nothing. Fix the reporting and labeling. Need to be more agile.

It was an email solution for us but unfortunately, compounded a lot of our issues due to not being able to understand the true size of our queue due to lack of real customer service metrics--very basic CS 101 metrics.