Helpshift Reviews & Product Details

This software provides easy-to-use tools that allow you to establish a personalized service with clients through functions such as automation, artificial intelligence and messaging. It is easy to execute, it helps to reduce costs using mobile channels, social networks, telephone and the web, this also provides a greater reach of potential customers. It has a great interface, fully organized. The team performs tasks such as interaction monitoring, multichannel communication, network monitoring, reports and analysis, and more organized and clean ticket management.

We have no complaints about negative experiences or problems obtained with the operation of the platform, however we must mention that they should improve mobile support, since it is difficult to make tickets in a fluid way without decreasing performance.

Our company uses this platform as it provides the entire work team with high performance and productivity to guarantee a personalized service and a better experience for our potential clients. In addition, the tools and functions provide to establish a work flow since we can do it in a simple way. Interaction monitoring, real-time chat, automated routing, even through the mobile we can remotely access the platform. The messaging in the application is very good. Previously we used other platforms but the results were unfavorable, on the contrary of helpshift, it increases our reach, we save time, we increase productivity and our company has an exponential growth.

This is a platform that provides customer support in an instant, personalized in the application and proactive way. In addition, this allows to solve the problem in an effective way and thus increase the satisfaction and experience of the client in process. It has tools that provide work flow and save valuable time for the company, as well as that allows you to provide assistance to priority customers by courier. It has a good user-friendly interface and the platform is easy to configure.

Some inconveniences presented by the platform could be with the panel of the website that is used to respond, some clients have notified us that they have presented problems, they must improve this in order to provide a quality service to all our clients.

We use Helpshift to improve our customers' experience in addition to providing better customer service. We have solved a wide variety of issues and problems faster and more efficiently. It has been easy to use, their support is quite easy to contact. It is very useful we can also offer customer service through live chats in the en, emails and web forms. This platform also provides us with a complete and detailed analysis that works for us to carry out our work more fluently and saving a lot of valuable time that we then focus on the tasks that need it most and thus significantly increase our production. In general terms it has worked to improve our support, it is easy to use and very versatile, it has a good interface, fully organized, a simple configuration and it is affordable compared to other platforms.

1. Good SDK integration with mobile apps. 2. Smart Queues 3. Very useful User ID Link feature 4. Ability to attach game logs to every issue.

1. Complex price model 2. Status system. I cannot change the status unless a user updates a ticket. 3. Quick replies feature. I need possibility to create a different workspace for each agent.

We use Helpshift to reply to all customer issues across all games and platforms. It's very convenient to have one helpdesk. Also, we use FAQ to deflect tickets. A user first reads FAQ article and only then submits a ticket. In such fashion we deflect more than 90% of tickets. Helpshift allows to make a very quick integration with our internal CRM system to get user info. Besides, we use automations a lot. We have set more than 100 new issue and time based automations. It helps us to tag tickets, assign to the correct agent and even to automatically reply to a user if we have a known issue. We did an integration with App and Google Play stores so that all reviews are coming to Helpshift. Thus, we reply to all reviews directly through Helpshift.

I like that you are able to tag feedback so that the appropriate team can monitor

That you can't export feedback into some sort of spreadsheet

Finding customer friction points and addressing them

I like how queues can be easily managed by priorities. It helps us a lot to identify which categories of customers should be answered first. I also like how easily we can edit and unpublish FAQ articles.

When we make large bots the flows starts to get confusing. I believe that it would be much better if we were able to "blur" the flows that we are not working on so we can focus and don't mix them up. I also think that would be better if we could add images to quick replies and edit formatting. I think that the text formatting on FAQs is not good.

Now we are able to answer customers much promptly. TFG (Top Free Games) is now Wildlife Studios.

I love the features offered. From tagging emails and creating folders to separate and prioritize content.

I wish there was a feature you could set to remind you about an opened email or to remind you to follow up after a certain amount of days.

It has created a space to organize and prioritize emails from customers so nothing is lost or forgotten.

I like that we can keep records of all conversations and that other team members can share notes or jump in to assist a client.

That there is no peer to peer chat between team members or a clear notification that a chat is in the queue.

We use helpshift on a daily basis to assist our clients with questions and services.

i like Most the automation feature which helps us to gauge that the customer is idle or has not replied within a time bound manner. Also, time stamp of chats is also available so that whenever new customer kicks in , assignment of new chats is done. The interface is also so perfectly designed which caters to the required information appropiately

the collection of chats tend to get messy as they get to be older by time. there's so much confusion while accessing older resolved issues. so, work needs to be done here.

to cater to our customers in a time bound manner is our utmost priority and so, Helpshift provides us with that. its a more faster , quicker way to deal with our customer's queries, responses, etc.

How easy it is to use! I like all of the smartviews you can use and tags

I don't think there is anything I don't like so far

Customer support for live video game

I love that i can feel like I am helping multiple people at a time because I am able to pop in and out of conversations with ease. It is a great way to help many people efficiently.

Sometimes issues can get lost because of the way that the different queues are situated for our live chat. Every once in a while, someone is forgotten so it would be helpful if there were clearer reminders or alerts of where issues were located.

I am able to solve all kinds of problems for people! Problems with user error, system error etc. we can see in basically real Time if people are running into issues so that we can diagnose as soon as we find out that there is a problem.

Helpshift helps me to be able to help multiple customers at once because the message is automatically saved so I can go back and forth between issues without a problem. I also like that the information is displayed on the tab so that I can see how many issues are coming in even when I am not in the same browser.

I wish that the visibility was better in Live Chat since sometimes issues can get lost since all of the new issues don't go to the same spot depending on the queue.

I am able to help more people even more efficiently because I am able to stay organized and work through issues efficiently.

I love the interface, and the ease of use. It truly is one of the easiest to pick up yet multifaceted tools for my industry.

I wish it could be better integrated with multiple issues, and mobile is a disaster. However the drawbacks do not take away from the overall benefits of the product.

We use it for our escalations team and it's fabulous!

I enjoy that you can view all cases and have the ability to create your own smart views.

The search function within the program does not work very well unless you use "AND" - Site does not update in real time, slight delay. Occasionally causes coworkers to take cases from one another because on one screen it says open and on the other it shows taken.

Solving order issues with Target. Helpshift works as a great alternative to emailing the guest.

User friendly, easy to use tool. A very simple tool to handle customer inquiries. Quite happy using it for the simplicity and ease it brings us in terms of customer handling and resolving our customer's issues and queries. Its a good tool for any business to have and use, be it the customer facing or internal help desk or for internal customers. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it.

Nothing at the moment, but perhaps, there could be a edit option for the live chat when a response has been sent. Besides, that, nothing much to ask for at the present.

At the moment HelpShift seems to perfect for our company's use. We don't have any complaints as of yet, however the speed and some tweaking on the user friendliness would be great addition to have.

sending email and adding notes in the same window

The tag tab, I find it confusing and can be time consuming if the tag list is huge, better come with a different way of doing this and remove the tag option

Confidential

the communication between 2 or more parties

the format in composing a email to another person or company

our correspondence with customers is done through help shift

Helpshift has done a great job on their chat support platform. There are some nice features that are geared towards AI and automations - Auto responses based on keywords, FAQ question display based on keywords, time based automations and more. They have a nice real-time dashboard to display how many issues are in the funnel and they've integrated with power BI to deliver some in depth metrics for a thorough analysis. Another great feature is their ability to integrate with your mobile app to provide an in-app support experience to the customers. This includes displaying FAQs, starting chats or sending emails. Integrating into the mobile app also provides you the ability to send users push notifications which is always a plus. Finally, helpshift collects a lot of user/device data which can be used for both support troubleshooting and analytics.

Although the platform is well organized for navigation purposes, some of the admin options take time to fully grasp as they are not very straight forward. There is also a lack of customizability when it comes to FAQ questions in terms of image/chart display, font adjustments, hyperlinks, etc. They are striving to make improvements, but not quick enough on the simpler features that would make viewing FAQs more pleasant.

Helpshift allows our customers to chat with our support team rather than calling in. We've realized that by making a chat option available to our customers, we are able to mitigate call volume which is more costly than chat. We are also surprised to see how many people chose to chat rather than call.

I like the simplicity of the tool, and it is very user friendly

You always need to refresh after 5 mins when you are on idle.

Moviepass subscription. Its a better way to resolve customer issue.

Helpshift is constantly updating and improving which is so important!

The thing I dislike the most is that I feel like there are so many features that I don’t use because I don’t understand how to use them.

We are slaying customer support 1 day at a time and helpshift is helping us do that in the most effective and easy way possible.

I like that a helpshift has a user-friendly interface and it makes it incredibly easy to keep track of your types of issues using their tag system. It's also great because they have a mobile version. So a colleague could send you a link to a Helpshift issue and you can open it and reply right from your phone. They recently came out with a 'Quick Reply' category which is so helpful when using their live chat feature. You can send your customers short phrases that already pulls their name from the top of the ticket.

It’s slow and not 100% reliable. It takes a lot of page refreshing to get the most accurate up to date figures. They seem to have hiccups on their end quite a bit. I'd love if they came out with a real-time tracking system because it can sometimes take hours to get the most accurate numbers from their analytics. I also would like to see them come out with a smart phone appl.

We help our customers using Helpshift. So it’s important. We also use the tags to organize the issues that come in to better understand the user experience. Using their tag organization, we can foresee what problems our customers are experiencing and predict what will happen next. It makes it easy to find the types of problems customers are having. We also use Helpshift to keep track of the user's history with us. This makes it nice because we can easily open their past issues and not have to ask them a bunch of questions they've already answered.