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.

the ability to integrate with other systems via Helpshift APIs

To easy to accidentally respond to customer when wanting to do a private message.

Web and mobile app product support. iOS app product and web support via SDKs. Speed of identifying customers and responding to issues.

Great tool used by our agents to respond to player issues. Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured. Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game. Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received.

Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets.

Great ticketing management system. Great survey system in the tool. Useful and easy for players to rate the quality of support received. Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume. FAQs and game content can be created from inside the tool which is very useful in game for the players.

Helpshift is just so easy to use that when we are training new agents in using it, they are able to grasp everything so easily. Also, making reports, filtering tags and issues are also easy to do and see using helpshift. Sorting tickets is also made easy and this is so important in our line of work since we have to know which where our priorities are falling into. SLA is really important in our line of work, so being able to track these tickets is really important to us.

I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue.

Lots of problems are being solved using helpshift. One is just our day to day tickets. Also, being able to see the data and statistics for our reporting is very helpful.

The most helpful thing is that when a customer replies to a case, the agent that worked the case gets it opened right back to them. You don't have to sift through tons of back/forth between the customer and other agents to determine what has been done, what the problem is, and what is still left to do. Smart views are brilliant too.

My only dislike is that there isn't an agent accessible reporting option. Administrative reporting is fine, but I would love some limited reporting options for each agent to access for their own case load. Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking. There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand.

Communication with customers of course. Helpshift lets us offer several ways for our customers to contact us.

They delivered my product quickly and the quality of the product is good.

I have no comment at to what I dislike at this time.

No problems, cool tshirt program.

I like the ease of filtering cases, the searches are extremely fast and easy to understand. Besides, the possibilities in bots are something that pleases me a lot. The recent update for real-time bot changes has greatly increased work efficiency.

Not being in real time the information that another agent is on the same ticket, ends up harming. There have been cases where the same answer was given twice by two different agents.

Problems related to games mobiles of all kinds, shopping, bugs, performance etc. The number of tickets solved was much higher compared to the previous tool, agility is great.

I appreciate the ability to sort and bulk responses with ease. Adding tags and sorting of current data is very easy. You can also automatically tag tickets and assign them to queue with minimal automation programming.

I either do not possess the knowledge, or Helpshift does not have the ability for detailed reporting. If you only need generalized reports/sorting abilities, I would recommend this product.

Organizational problems are solved with sorting. Large Volume tickets can be grouped and resolved quickly.

The team behind Help Shift was absolutely amazing when going through set up, as well as through contracting. Because of the increased cost we were incurring over ZenDesk, the team was very patient and made sure we had everything we required to make an informed and educated decision.

Time to integrate leaves a bit to be desired. However, I guess all great things take time!

24.7 customer support automation in localized languages helping us reduce our staffing costs, and expand our offerings to our clients.

I liked that there were a lot of automation options available which came in handy for our smaller-sized team.

To be honest, I didn't fully utilize all the features available but perhaps a simpler onboarding experience would've helped educate me on what I could do.

We needed a unified channel of receiving feedback/issues from users and HelpShift helped fill a large part of that void. It was easy to see what issues were out there at a glance.

The ease of getting navigation. The ability to get whatever fields i want from my customers. The ability to access all player information so easily

When closing tickets the player is not able to read the final message. This has been a problem so often that i leave tickets open rather than close, just to ensure the customer has access

Any player issues are able to be handled en masse with speed and accuracy. Filing tickets is a breeze, adding attachments is too

One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient.

I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month. We have macros available to the whole team, but it'd be great to have keyboard macros as well.

We solve a variety of issues, ranging from simple questions to technical issues that requires the usage of our own backend. Now with the answer bots system and the additional features added in the past 3 years, we got the ability to focus on the more complex issues, while helpshifts handles the rest thanks to the answerbot and the well-done FAQ system.

Simplicity and possibilities which are going to improve your own work.

Sometimes it might create an annoying string of little problems.

It's mostly technical problems. The quick-action are quite helpful to answer a lot of people in a short period of time.

It's easy to use and integrate with android and ios apps.

My novice support users have some difficulty as the platform is not yet available in Portuguese.

Contact with customers has been made easier and now we have more information about their cell phones, which speeds up the service.

How solid and agile the platform is. I believe many of our users are still in the game due to the support we give them

It could have better enterprise support but for the money we pay is not that bad. thanks

We are giving very good support to our whales in the games. And solving many issue with updates and missing coins, lives....etc

I've experienced using various Customer Service tool and Helpshift is the best experience. Clutter-free UI, navigation friendly and relatively easy to learn and use.

Please implement an option to re-open tickets that were sent as resolved. There are times that this will be done by accident although we're just suppose to reply.

Mobile game customer support.

Helpshift is awesome because it allows you to create automated responses. It also has great tagging capabilities.

FAQs could have a better experience. It would also be great to have automated bot that resolves spam.

Customer reported app issues. Obtaining info on repro steps. Querying for specific issues based on keyword . Segmenting users based on platform.

The in-app FAQ and messaging for customers, and the APIs that present so much information on the backend, saving much time.

The technicality of the APIs needed to get the full Helpshift experience is often daunting and not something a marketing team can implement alone.

Helpshift helps us save time asking questions and allows us to sort our issues based on a number of criteria to be as specific as possible.

Helpshift has a ton of awesome features and when we think of a new feature that we'd like, they let us work with this on it and typically they pull through and create something for us. Whenever we have a problem they are quick to respond back and get it fixed so that we can best help our customers.

There is not too much that I dislike about Helpshift. I don't even know what that one thing would be if I had to choose it. Maybe the fact that they don't have the ability for texting Live Chat. But, I'm sure that will come sometime in the future. They are great!

Helpshift helps us quickly, easily and efficiently help our customers with their issues. We really appreciate the ease of everything.

When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still. Fast and easy way for customer to communicate rather then having to speak over the phone

When it freezes in the middle of chatting with a customer and we have to click back and forth

Great customer service Giving customer details and feed backs with there transction solving the customer problems in a timely manner

I like the simplicity of its user interface. It's very easy to look for needed information. The integration to the game that we are supporting is also really nice.

It is difficult to pull up reports on a per-user basis. They have to go through their managers first (or even clients) to get their ticket stats for the day, week, or month.

Easier interaction with customers