Helpshift Reviews: 4.3/5 — Solid Choice

Very easy interface to navigate, most employees caught on quickly

Has a noticeable lag during busy hours..

Using for insurance customer support. Easier than system company has previously tried.

Customization and straightforward entry. Correspondence and note taking for various tickets. It's exceptionally instinctive and clients appear to have ease with regards to discovering what they are looking for in FAQs. Their capacity to incorporate with your portable application to give an in-application bolster involvement to the clients is an or more. Helpshift gathers a great deal of client/gadget information which can be utilized for both help investigating and examination.

I would love to have the capacity to alter the notice sounds in Helpshift.

Helpshift licenses customer organization specialist to be profitable and saves time by having the ability to react to customer's request and handle issues quickly. It is in like manner easy to get help from a partner by giving the ticket to them, they can quickly see and scrutinize anyway the exchange. Favorable position I have recognized is the history that is secured when a comparable customer wrote in an other time, every one of that information is secured and can be gotten to.

Helpshift has worked superbly on their talk bolster stage. There are some pleasant highlights that are adapted towards AI and computerizations - Auto reactions dependent on watchwords, FAQ question show dependent on catchphrases, time based robotizations and that's only the tip of the iceberg. They have a decent ongoing dashboard to show what number of issues are in the channel and they've incorporated with power BI to convey some inside and out measurements for an exhaustive examination. Another incredible element is their capacity to incorporate with your portable application to give an in-application bolster understanding to the clients. This incorporates showing FAQs, beginning visits or sending messages. Coordinating into the versatile application additionally gives you the capacity to send clients pop-up messages which is dependably an or more. At last, helpshift gathers a great deal of client/gadget information which can be utilized for both help investigating and examination.

I wish it was somewhat more customizable. Be that as it may, it truly allows a great deal of customization truly, there isn't much.

The most concerning issue that we are explaining is wastefulness. Helpshift permits client administration specialists to be gainful and spares time by having the capacity to respond to client's inquiries and tackle issues rapidly. It is likewise simple to get assistance from an associate by imparting the ticket to them, they can rapidly view and peruse however the discussion. An advantage I have acknowledged is the history that is put away when a similar client wrote in an alternate time, all that data is put away and can be gotten to.

I cherish the manner in which that you can label tickets that come in effectively and after that scan for them later by tag. I likewise truly like the diverse envelopes/lines that you can relegate tickets to. Another extraordinary component is the capacity to embed FAQ that spares time. I likewise love the wonderful way Helpshift is anything but difficult to utilize, and simple to monitor examination. Continuously solid!

I wish there was better pursuit usefulness to deal with past tickets. It would make following up on issues and checking on past contact with a client a lot less demanding.

Our Customer Support truly depends on Helpshift and their stage. It's anything but difficult to perceive how well your group is getting along. The examination are first class!

Helpshift is extremely intuitive and user-friendly. It makes it easier to see all the support request in one place and organize issues efficiently.

I wish there was better search functionality to sort through past tickets. It would make following up on issues and reviewing past contact with a customer much easier.

We use HS as the sole platform for all of our customer service inquiries. Through HS we are able to review our CSAT scores and metrics and improve our CX team.

What I like the best about Helpshift is it being very user friendly.

none so far. So far, helpshift have been very easy to use and understand.

We use helpshift to communicate with players using our game and the benefit we get from it is the constant updates we get from helpshift

What I like about Helpshift is the ease searching for old tickets and new tickets! It is great!

I do not like to use the Customer Issue Fields because it prolongs fixing the issue and getting back to customers.

Wine orders, complaints, missing purchases. I am able to realize all of the great ease of navigation.

It’s easy and straight forward. Helpshit support is there for any questions

Needs more features......................

Feedback from customers

I love their Live Chat, their Analytics, and how responsive they are in our requests

I wish they had SMS Text Support and I wish they had more personalization with the ability to do a profile pic avatar and stuff like that for Live Chat

Responding to our customers quickly and resolving issues almost immediately.

It's a thrill to get to talk to the makers of the game, ask questions and give comments. The tool just works, always in each game that I've been able to use it in.

The people at the other end could be brought more closer by giving them a face, like using emojis as representing avatars on the messages.

Our players getting to talk to us constantly when in need. And as they have used Helpshift in other games, they are familiar with how the system works.

I love the way that you can tag tickets that come in easily and then search for them later by tag. I also really like the different folders/queues that you can assign tickets to. Another great feature is the ability to insert FAQ that saves time.

Currently, Helpshift does not support the ability to have tickets come in through SMS (or text). We have a lot of customers that like to receive support and help via text and it would be so nice to not have to use a different program but have it be available all on Helpshift.

The biggest problem that we are solving is inefficiency. Helpshift allows customer service agents to be productive and saves time by being able to answer customer's questions and solve problems quickly. It is also easy to receive help from a co-worker by sharing the ticket with them, they can quickly view and read though the conversation. A benefit I have realized is the history that is stored when the same customer wrote in a different time, all that information is stored and can be accessed.

The best thing about Helpshift is the smartviews. With smartviews, my team is able to get through contacts quickly.

If there was one thing that I had to say I dislike, it would be that it is not a desktop application.

Resolving our guests issues. With Helpshift, we are able to reach out to our guests with ease compared to an email system.

you can answer a contact with just one response.

the conversation never just ends days and days later the guest and just open it back up with a new topic.

quick questions are getting answered more quickly and that helps a lot with all the different contacts we receive.

Helpshift permits cross stage sees for clients and can be custom-made relying upon business require. It very well may be utilized on numerous working framework conditions and programs. I like the general interface and coordination. The capacity to look into groups and gatherings, just as limit seeks. It is pleasant to see segments in "tabs" with the goal that data is progressively composed as far as gatherings. I additionally recommend capacity to change subjects. The usability is acutally something that we as a whole like. Regardless of whether you have not experienced the full preparing on its utilization, by its instinct, you would rapidly get acquainted with it.

Simply the tasteful of it. Generally speaking, the interface is very easy to use. how data is masterminded may should be looked into.I would love greater usefulness for reviving more established, settled issues.

Speedier, more easy to understand reaction time truly makes customary email benefit feel ancient. With the expansion of bots, this truly feels like the fate of client benefit. I think our clients feel that path also. The quicker we can hit them up in a sorted out manner, the more we can persuade them that we merit their time. It spares us a great deal of time in taking care of more talks.

I have used a large number of help desk programs in the past and nothing compares to the dependablilty of helpshift. Fast and easy to learn I highly recommend this!

Minor dislike would be the price of Helpshift

Help desk ticketing

That it delivers a superior customer service experience at a lower cost to all my clients.

I really dislike nothing about it. It basically upgraded me from a previous software I used.

Analysts and metrics

I love that I am able to view past conversations with each Customer so that we can have a full understanding of their account and any issues they've run into. Live Chat is so easy to use, and we are able to contact customers directly through Helpshift to make sure they receive all contact needed to solve any kind of issue they may be having.

I wish I could organize "Shared Smart Views" into folder types. I also wish there was a way to organize issues by tags (similar to how we can change the order of Latest, Wait Time, Oldest, Etc) Live Chat is manageable, but sometimes our customers do not receive the messages right away or don't realize it's a chat experience. (This may be more our fault that Helpshift, though.) I would love to be able to customize the notification sounds in Helpshift.

We use Helpshift for all customer service inquiries, so it has been a critical part of our company. I love that our customers can receive the quickest service possible because of the amazing help of Helpshift. It is so helpful to know we have a reliable way to contact each customer that messages us with any kind of issue, and we will always be able to receive their messages.

I love the folders and how we can auto assign-- it makes taking care of customer quickly and reacting to problems a breeze.

I dislike that it loses connection sometimes.

We are solving problems by being able to prioritize urgent matters--tagging helps us exponentially.

I love that you can search for older issues. This helps when trying to determine if a Customer has written in before. Analytics are great as well as we can check on the number of issues that an Agent has taken.

There really isn't anything that I dislike. My experience has been great.

Helpshift allows us to communicate with our customers in a quick and easy manner.

We can organize by folders and make things just as we need them.

Can't think of a dislike, actually! I guess if I need to dislike something, it's that we can't do text support through HS.

We're able to help our customers quickly and efficiently through HelpShift.

All my conversations with customers are kept really organized. It helps me not feel overwhelmed.

I feel like the tags could be improved. The auto-tagging isn't always accurate.

We are using it for Customer Experience/support. Helpshift helps us stay super on top of time-sensitive issues with customers.

I love that I can have multiples partway open at once. So I can see if I have issues coming in while I am working on something else. I also love that it has the number of issues in my queue on the tab when I am in a different web page!

I wish that it was easier to link to other platforms. But I really do like the program itself!

We are helping people better understand how our app and website work/ how to best utilize them.ive realized that I can reach a lot of people efficiently by having the right tools.

The efficient and intuitive way to lend a hand to our customers.

Hard question. It would be great to reduce the effort to start a session. Something like do a simple click from your inbox to get in into Helpshift.

Answer any customer question. Almost all the clients oriented in real time. We reduced any anxiety about our service.

I like that Helpshift as a company is willing to work with you and make their platform better specifically for you.

I don't like that the search feature in HS can be difficult to learn and use.

We are solving our customers' problems with Helpshift because we can Live chat with our customers there now and that means we can get back to them faster and more efficiently.

I love their Live Chat and how easy their staff is to work with. They are super helpful and have great ideas on how to make things work with your customized needs.

They've gone through a lot of changes in the last few years, but they're definitely making improvements and I'm happy with the direction they're taking.

Our Customer Support really relies on Helpshift and their platform. It's easy to see how well your team is doing. The analytics are top notch!

The simplicity of the interface means more time to converse with customers and less time spent clicking around looking for additional information. Everything is in an appropriate place.

I would love more functionality for reopening older, resolved issues. The number of total tickets end up higher than necessary because new tickets need to be create in most situations in which I work.

Quicker, more user friendly response time really makes traditional email service feel archaic. With the addition of bots, this really feels like the future of customer service. I think our users feel that way as well. The faster we can get back to them in an organized fashion, the more we can convince them that we are worth their time.

I like how easy it is to go through each player's message history and find what could help them best at present. You can also sort the tickets to see which products are receiving more positive or negative feedback.

I dislike that customers cannot leave a new CSAT rating after a follow-up from the agent. It would be more helpful to know if our continued efforts matter to the customer.

Helpshift helps us provide real time communication with our customers, which makes it easier to find glitches in our program and get lots of great feedback.

Helpshift helped me keep all my paper trails organized.

Sometimes it would crash and there was nothing I could do but wait.

I’m helping customers more efficiently, and solving problems that come from unorganized software.

I like the fact that I can search any chats/emails that I want with the filter and sort it according to my preference.

I wish we have an option to email the chat transcript to our email (both users and customers)

Sorting tickets easily

Convenient form to view branches and agent name. Easy Search. Clear interface.

The response time is displayed as 1 day. Actually the answer is in 3-4 hours. There is no list where you can see the description of the tags.

Control the correctness of providing information to users of our product. Improve the quality of service.