Helpshift Reviews: 4.3/5 — Solid Choice

Helpshfit has provided us with complete information about the interactions our customers make and details the best way to solve a problem effectively and optimizes the management of daily requests made by our customers.

Since this platform is highly valued and used by large corporations, its packages and plans are expensive, especially if a plan is required where technical service is required, which is necessary because its use is complicated to apply it to a company.

Not only complaints are important to us, so are the comments and encouragement that customers can give us, for which we care to offer them a mutual interaction where they are grateful and we know that what we are doing has good results that It is an indicator that many companies want to have about the conformity in which our services and products are received.

Very powerful software, with frustration-free and optimal automation and messaging features. We provide effective results from the first response to the resolution of a problem, this process is carried out in its entirety from one channel to another so that your customers never have to repeat themselves or start over, using tools such as digital channels, telephone support, self-service and bots, which we integrate into our messaging conduit. The entire customer conversation platform is focused on allowing potential consumers to communicate through this medium and take the most efficient path to resolution through the aforementioned tools.

It has a mobile access interface, with which we can allow the team to attend to the concerns of clients inside and outside the company, but it is not as effective as the desktop access application, since it is limited with functions that are useful and interesting; It is not an aspect that affects us to a large extent since we very seldom choose these routes, we always try to manage the service process within the company and during working hours.

We dramatically improved CSAT by working in conjunction with bots. We value clients' time, keeping in mind that it is the most important factor. We can eliminate the annoying interaction in a single determined moment, if not that all consumers can respond in their managing their time to their benefit, since they can receive notifications when there is a message waiting and resume the conversation where they left it at the time that want. We solve problems more efficiently, increasing prospect satisfaction in the process. We have predesigned responses, fully capable of solving common problems and expediting requests.

The thing I like the most is the clear interface - compared to the other tools, it's easy to get accustomed to, even for the ones who just started working on Helpshift. I haven't had a feeling of "getting lost" since features were easy to find :) Moreover, the tag and queue system helps a lot, now I wouldn't even imagine working without it.

Sometimes I feel that the bot needs to be more precise, as it often sends answers that are not related at all to the customer's question. I've also recently noticed that some issues become "lost" in the queues - for example, they were unassigned for about 26 days after the bot forwarded it to our agents. Otherwise, I don't have any other objections.

My problem solving varies from the standard stuff like account recovery, payments, to just answering customers' questions. Due to Custom Issue Field, my work has become faster since I can easily check the Player ID without asking the customer for it. Furthermore, I can also check if their phone's specs meet the minimum requirements. CSAT system helps greatly as well with monitoring my work and thanks to filtres I can find everything rather quickly. Compared to my experience with another tool (which I, of course, won't name :) ) Helpshift is more fitted to my field of work.

1. Ease of integration and Knowledge Base 2. Multiple Digital Support Channels integrated into one console 3. Powerful platform for Analytic 4. Bots and AI integration are very easy

1. Not having a dedicated technical support team that speaks spanish 2. There should be more courses or education materil on certain topics such as how to get more of the platform. Bots Creation Workshops, etc. 3. Not having integration with FB Messenger and WhatsApp.

1. Omnichannel support experience through web and native apps 2. Proactive Support for our users 3. Bots and AI automation for FAQs and Transactional (APIs)

I like that you can segment your users, provide precreated response and being able to link to your FAQs

I have no complaints, the program does everything we need it to do.

purchase issues, connection issues and general customer questions

I like that it was be used internally and with clients.

I can't think f anything at the moment.

We are able to help our clients with questions they may have in a quick and easy manner.

Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience.

Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends.

We are using the Helpshift SDK to resolve the customer's problems. We have integrated Helpshift in our games to listen to the user's problem. With the help of Helpshift, user's can reach to us and tell their problems that they are facing while using our products.

Overall the system is easy to learn for first-time users and customers. The functions are also easy to access on the platform. It can be customized for personal/organizational use.

The color theme are lacking on the platform. Adding more colors or highlights will create more contrast and make it easier to see different things on the system.

Being able to help multiple customers at the same time, more efficient than phone calls.

Helpshift is very easy to use and organized for our business.

The option to attach screen shots is not clear for patrons

We handle all customer complaints for our apps. We are able to contact/reply at a faster pace than just email.

Helpshift has greatly improved our team's ability to stay connects to our users and provide them with answers and assistance quickly. The analytics are also extremely helpful for a team like ours who want to stay up to date with the amount of users asking for help.

I dislike nothing about Helpshift. It has made my job as a support technician much easer. The ability to organize everything is also very helpful.

With Helpshift, we are able to communicate to users of our application that may be facing difficulties understanding how to use it. The FAQ feature allows us to respond even faster, saving our staff time and our customer's time as well. Using analytics helps our company from a financial standpoint as well.