Helpshift Reviews: 4.3/5 — Solid Choice

I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords.

I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response.

Helpshift allows us to be in contact with our clients. The benefit of Helpshift is being able to see the metadata of the device a customer is using because it helps with diagnosing an technical issues. A lot of or clients have issues with remembering their information to log into their account. So the option for them to do a live chat with one of our agents is essential in providing a quick response/solution to their problem.

es un buen crm para mobile app. tags y q/a bueno

las métricas no son muy adaptables , podrian mejorar los reportings y monitoring

priorizacion, gestion de colas y categorias de issues

Being able to analyze data with Power BI which helps us to understand players even more.

Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want.

Helpshift helps to answer player more efficiently.

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.

Easy to use and understand. Their analytic page is self explinatory and doesn't require deep knowledge to learn and hence makes it easier to set our own processes in place and target to acheive

Haven't found any yet, but will let you know If I do.

Currently working on Implementing Bots and Autoamtion services for our platform which will help resolve customer queries and in turn give the team more time to focus on critical work and gain better insights on customer behavior while interacting with Insider.in

Helpshift is great when it comes to operating with various products (apps). The email merging feature is great, it really helped with tidying up the queues. Arranging tickets by tags is very easy and simple, therefore it really helps when we are investigating a sudden game glitch or bug.

Filtering feature could be a bit more 'clear' in operating. Also, the analytics are not so accrued, alway need to help with PowerBi. Formating the FAQs is sometimes an issue, for example, sometimes it will not let you to copy-paste text from Google Docs. Quick Replies (canned responses) are all in one place, sure you can arrange them in their own folders but you cannot attach them to one particular app, so in conclusion, Agents need to be careful while using this feature.

In general, we do player services. so mostly it is a day-to-day contact with the players. Benefits? The live chat is pretty useful in resolving issues really quick. Also, the campaign feature is something which we benefit a lot of, we are always in touch with our top players and with the whole community (depending on the app).

I really like that this is another avenue we can engage with our customers. Allowing our customers to reach us outside the standard social media options and all within one app. It also allows us to catch on to trends faster.

I would like to see more reporting for my own goal setting purposes.

We are seeing trends appear sooner than we would in other channels. This will allow us to pinpoint what devices are impacting.

Easy to use and intuitive. Simple interface with quite a few mechanics.

The analytics section needs to be expanded and improved on.The ability to search tags in analytics would be greatly appreciated.

The platform makes it easy to communicate with our platers. The ability to retain past conversations is extremely beneficial to us.

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.

Helpshift enables us to easily keep up with our users' queries, and the ability to curate a suite of FAQ responses increases our response times dramatically.

Helpshift doesn't allow you to suspend/ban problematic SKD users. You're also not able to merge issues together. These are the only downsides to the suite.

Being able to quickly input pre-written macro responses has been the greatest benefit so far.

User friendly workflow, simple dashboard.

Lack of customization within FAQ fields.

Analytics could be improved to focus on FAQ feedback and team response analytics.

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.

Ability to quickly publish FAQs. Ability tie in pages directly into software.

It's a little hard to navigate the admin page. API needs to be updated often which leads to decisions of cutting off support for some of our users.

Give users more details for upcoming events. Give players the ability to write customer support tickets.

The best thing about using helpshift is how easy it is to manage multiple chats. We have cut down our cost per contact by 48% since we implemented this tool.

I don't like how the integration with ServiceCloud is basically non-existent. For a person who has team members who work across multiple channels of communication, it's tough pulling data from multiple different places.

We solved our cost per contact issue. We solved our ASA issues. This tool is extremely beneficial.

Helpshift is easy to use and automation plus queues allows for an easy flow and segmentation of our customers. The analytics through PowerBI are excellent and allow for a good breadth of information regarding the health of our Customer Care group agents and processes.

The current focus on bots has taken away some of the focus on amenities that could assist live agents in an impactful way. I would prefer a better interface for the live chat option.

An integrated SDK was key to keeping customers in our app. Tickets directly from the apps allow us to attach a great deal of important information along with the ticket so the agents do not need to take an extra outbound contact in asking for it.

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.

Helpshift is very simple and is very easy to use Everything is placed in such a manner that we will not be confused or wasting time to find things They have a nice dashboard that help us to to keep track of issues It's very user friendly The thing that would be more appreciable is that it have a mobile version Ability to change color of text is nice feature

I don't find any dislikes for this but it have bit connectivity issues

It help us to do more work in less time

Helpshift is an amazing way to communicate effectively while having all the information you would need available.

Nothing, helpshift has made what was cumbersome and tiresome into something that is easy.

With helpshift we are able to verify traffic issues and app glitches and with getting screenshots very quickly it is an effective tool.

The ability to be able to freely manage incoming tickets. This, compared with other products, gives you a lot more freedom in this case.

The lack of a 'PLAY' button that would automatically assign a ticket to an agent

Player complaints and suggestions about the game we're supporting. Ticket actions are easily done using Helpshift compared with other products. It is also linked to Power BI, which helps a ton in doing reports as well as analyzing data which helps the company progress further in the right direction.

You can improve your customer service.

The SDK integration is very bad. There are not enough information about that.

The customer services has been improved.

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 like that me and the team can keep track of customer complaints and project needs tracking better The chatbot feature is effective for Us as.well

I..believe the dashboard needs improvement in the data management area in a broad sense overall

Customer tracking complains solved and also feedback and support.needed for our cloud storage has been improving

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 is an incredible client encounter. Helpshift was anything but difficult to get for me ,and I think everybody in the business division and IT had almost no issues understanding the functions of this tool.I have additionally thought that it was simple controlling new representatives in the office on the most proficient method to utilize Helpshift viably. The effectively updatable FAQs have been a monstrous success for me over other contending items.

Helpshift gives my group simply fundamental investigation on our commitment with web visitors.I will jump at the chance to see a wide examination breakdown of our day by day movement on Helpshift. Stylish savvy ,I figure informations can be better masterminded on the Helpshift dashboard. Fundamentally it has Limited highlights, Limited reports age capacities. Its also costly for a software that is used for only customer support

Helpshift enables our CS to group's activity simple! Presumably the most proficient approach to achieve our players, answer their questions, updates and occasion declarations. Their very own client benefit is additionally solid and undoubtedly supportive.

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.

that fact that research as per keywords is very efficient whenever i need to retrieve a message

i think it is just fine as it is, don't see any work flaw

Gaming industry

I like being able to look up FAQ to answer customer questions.

Sometimes the website has bugs or customers are assigned to people not active

Giving customers an option to contact us within the app.

Simple organization of queues to manage customer interactions. Can add internal notes to communicate with other internal users remotely and without having to change platforms. I like the ability to open a ticket for a customer on their behave by inputting their information when creating the ticket.

The format for searching can show way too many irrelevant results when not using the given format. Ex: from email: is: XXXX@XX.com vs. simply searching XXXX@XX.com I also don't particularly like that tickets auto-close after a couple of days.

Customer inquiries for online listings, refund/return issues. All previous issues are archived so there is a way to reference/compare previous issues with the same customer to better understand and resolve their issues.

Helpshift makes it easy for us to actively communicate with our customers, The platform has many features that are easy to use and intuitive.

I sometimes find it challenging to find historical tickets

All aspects of Customer service with our customers and fulfillment centers

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!