Helpshift Reviews: 4.3/5 — Solid Choice

This Helpshift tool is very easy to access and navigate.It will help the user to find anything useful.Having this tool in your company will help your employee do their role perfectly. Even your supervisor will not have a problem leave you doing your job. As an employee, you will have minimum supervision using this tool.

I do not have anything against this tool. As I have mentioned, this is very easy to access and navigate.

Dealing with customer's concern and inquiries. Benefits of having a simple tool.

This tool is easy to use and it doesn't have any complicated features.

I don't really dislike it, but it would be nice if the user can customize the interface of the tool.

We support different types of issues, and it doesn't give us any issues with navigation, searching, etc.

The user interface is pretty much the best part of it.

More often than not it pretty much lags.

Billing, customer care, technical problems,

The most I love from Helpshift is that I can quickly check cases with my keyboard arrows and I can also submit answers with shortcuts. That saves my time and many clicks too!

I can’t add my own prefabs if I am not an administrator.

Customers get in close touch with the brand, easy to let us know how we can improve it and evaluate our services.

Helpshift is very easy to use. We can access helpshift anywhere without having to install any additional software. We have access to the necessary information in order to assist our customers fast and efficiently. The interface is very simple which makes our work easy. I love the smart views! It helps us organize and keep track of our tickets and SLAs.

Sometimes, I experience disconnections and slowdowns. There are times when some tickets gets lost in the queue due to wrong tags.

Mobile Game / Mobile Application inquiries.

I like that the emails come right in and we are able to answer them in a timely manner. The quick replies are some of the most useful things that I use during my workday. I insert them into almost every conversation I have with my customers and find it so convenient that they are just as they say they are, quick. We've started using the Live Chat feature through Helpshift and it truly is such a game changer for my work. I know that when my team has questions or feature requests on Helpshift, that the Helpshift team listens to them seriously and works their hardest to help us implement them.

I don't like that sometimes customers can respond to an email that is really old and it comes back to me, even though it has nothing to do with the issue I help with previously. I also really dislike that linkedin replies come to me through my emails that I've sent to customers. It is obnoxious as I am rejecting them constantly as they are received.

We are getting customer's emails answered quickly. It is really beneficial to get the customers taken care of. As mentioned above, we now have the Live Chat feature and it is so helpful in getting customers answered quickly. Our customers are happier as they are getting immediate help and that is a huge benefit to my job. We are also able to track which issues are coming in with their convenient tags. This helps our development team create a better product for our customers.

Where to start? I love that you can tag issues with created tags and then easily search for any type of issues! I love how easy it is to assign the issue to another representative or queue, this keeps things very organized I feel. It is great how easy it is to insert a FAQ with just one click of a button, saves a lot of time!

There are not many things to dislike on Helpshift. I really can't think of anything I would change.

We are helping to solve problems when Customers write it with concerns, questions, inquiries or issues with their photobooks. These problems can sometimes be complicated and require a lot of back and forth with customers and HelpShift makes this easy. I love that you can see the history of all the other tickets from the same Customer writing in even when you did not work with them, this prevents Customers having to repeat themselves and their previous issues or questions, this is a huge benefit! This makes us provide quality Customer Service that is noticed by our Customers.

It is so easy to learn and organized! I love that you can create your own smart views!

Lately I have noticed that I have in progress (number shows) but nothing in red pops up! I have to refresh.

I help customers with their Chatbooks. I like the organization in Helpshift.

Great resource for helping customers quickly

Lack of integrations , wish they worked with more

Order information

Helpshift is easy and intuitive. It allows me to answer inquiries and help customers in real time.

So far so good. I haven't found anything that doesn't work for my support needs.

Verification, refunds, real time problem solving.

I like that Helpshift is willing to work with us on features we would like added to Helpshift. They are always very responsive to us when we have questions or want more features. I love how Helpshift always notifies its users when they will have a service outage (but they are rare!). I also love how Helpshift is easy to use, and easy to keep track of analytics. Always reliable!

I don't like that I can't see the email from customers to me on the whole screen. It used to be that way, but was recently changed. So the email is smaller, and if it's a long thread, I have to scroll a long ways up to find older emails, whereas if the screen were bigger, I wouldn't have to scroll as much.

We're helping our customers resolve their issues super quickly because of live chat! That has been such a benefit to us and our customer service quality.

The search function for finding old tickets

That tickets disappear after a few months.

Take care of our customers

The in-conversation note and @ feature are incredibly useful when handing cases from one team member to another. The assign button is great for passing cases onto the correct department and the sub-categories allow an ease of work flow and project management.

There is nothing I would complain about!

Customer support issues.

How players can look up FAQs or contact us without leaving our game. The user friendly agent interface. The ability to add custom meta data and HS tags.

Not much! I wish there was language translation support in the agent interface. I would like the ability to merge the same users messages into one message. Tracking multiple user messages on the same topic is confusing in the current form.

The biggest benefit is having user data automatically sent to us when they contact us. We no longer have to ask for info like username, etc. This allows us to answer and respond to them faster than before.

Integration with unity and configuration of notifaction and app settings are very easy. Also offline faq feaure is very good.

We want to update cuurent sdk to new version which named SDK X to use new features but new one doesn’t have offline faq feature.

Every day some of our millions of players easily use this system to share their problems. So we can focus on improving our games.

Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift, companies provides assistance across different channels, including web, mobile apps, and messaging networks. This makes sure that prospects can reach out for support through their preferred routes, resulting in a a lot more personalized and hassle-free support experience.

Although Helpshift provides several positive aspects, one probable disadvantage is the learning curve related to its superior attributes. The program offers extensive customization alternatives and robust automation features, which might need some time to training to fully make use of. However, Helpshift gives documentation, training supplies, and assistance resources to help individuals in beating this initial learning bend.

Helpshift successfully handles a number of problems confronted by customer support teams. First of all, it centralizes customer interactions through different routes into a single program. This reduces the necessity to switch between several applications or platforms, streamlining the assistance process and lowering the likelihood of overlooking or duplicating client queries. This centralized tactic enhances effectiveness and assures a regular support encounter throughout channels.

The reports and tickets are well-organized

It has connection and loading issues. The site is not responding sometimes.

Can answer tickets efficiently and very time-saver

The product is well thought out and when we have recommendations/feature requests, HS always is ready to accomodate our requests.

Nothing as of now. When ever we've had something missing with HS, they've always assisted in creating the feature or providing a work around

We're using Helpshift company wide for our support teams and clients/partners

Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns.

* Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc. * Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time. * The same bug reported months ago haven't been fixed. * The team has been reticent about sharing updates (ex. they don't post release notes). * Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software.

In-app chat SDK solution of moble app

It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service.

Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic. The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way.

Today we use the tool to chat with our customers through our product app. The tag function is one of the benefits that help us to raise the questions that most make the customer make this contact. We were also able to put a color filter to determine if a chat has already been answered or if it is still waiting for an answer, set up a transfer to another agent, so the customer doesn't have to wait too long for a response. It is also possible to work with bots in the tool, we were able to automate some trades. Thus, we aim to make our service more optimized.

Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience.

Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support.

We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month.

When it comes to customer support, Helpshift is a very reliable tool. Even though I haven't had much experience with other tools, Helpshift provides everything you need for providing quality support. The platform is often being updated and new useful features are added. Helpshift team cares about their clients and I can always count on any support needed from their side.

Helpshift services are rather costly, but considering the quality of the platform and expertise of their employees, it's hard to consider the price a downside.

We use Helpshift to provide customer support for our mobile games. There are hardly any issues with the app which helps us to provide the best support to our players. If players can have a seamless gaming experience, they will surely enjoy the games more.

The ease with which you can work. The flow of information makes it easy to follow.

A few customizations are not available at this time with Helpshift, but after speaking to the team, they have been able to look into it.

We are using the application for Customer Service and making sure people can contact us for immediate attention within their Mobile app for financial instructions.

Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page.

It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc.

Mostly managing team's work by creating and managing automation and queues. We are also using bots which are helpful to decrease the number of tickets we receive.

The new interface for public FAQ pages and the easy-to-use automation system. The Helpshift options allow to easily switch agents on task without losing any information.

The lack of customization and the disappearance of access to the HTML code.

Support for all our catalog and account systems.

Helpshift is an excellent one-stop-shop for CS requirements, from the moment a customer needs is served through ticketing through to resolution.

Currently, we are working through issues with applying bots and smart intents, but this is less a dislike and more something we are working to integrate to our satisfaction.

The biggest problem solved is our customers' being heard and valued. The benefit has been in increasing the speed at which we handle customer care, which makes us an industry speedster.

This tool provides a lot of information about the team, agents, bots, faq, automation and has all the new tools to explore the productivity of the team as well with regular automation ideas.

Haven't come across anything which I would have disliked. It's a good tool overall. I would recommend 10/10

Helpshift is providing very good support as well for the backend. The team helps in rectifying any issue as soon as possible without any delay. It also gives an easy way to interact with the customer one on one. Overall it's a complete customer support centric tool.

The ticket claiming system and the different views.

The system makes it feel "inappropriate" to take a colleague's ticket, and some of them go a long time unanswered.

Ticket answering and organization. It's a very efficient, visually pleasing system.

The most beneficial part of using Helpshift is custom bots that heps enhance experience

Supporting FAQ in a multilanguage environment is a struggle for tool

For us it is in-game application chat system which do not take user outside our product

Simplicity and portability of the platform and continuous innovation.

Not able to support multiple languages as part of the backoffice

Customer Self Service and FAQs