Helpshift Reviews: 4.3/5 — Solid Choice

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.