Helpshift Reviews & Product Details

All my conversations with customers are kept really organized. It helps me not feel overwhelmed.

I feel like the tags could be improved. The auto-tagging isn't always accurate.

We are using it for Customer Experience/support. Helpshift helps us stay super on top of time-sensitive issues with customers.

I love that I can have multiples partway open at once. So I can see if I have issues coming in while I am working on something else. I also love that it has the number of issues in my queue on the tab when I am in a different web page!

I wish that it was easier to link to other platforms. But I really do like the program itself!

We are helping people better understand how our app and website work/ how to best utilize them.ive realized that I can reach a lot of people efficiently by having the right tools.

The efficient and intuitive way to lend a hand to our customers.

Hard question. It would be great to reduce the effort to start a session. Something like do a simple click from your inbox to get in into Helpshift.

Answer any customer question. Almost all the clients oriented in real time. We reduced any anxiety about our service.

I like that Helpshift as a company is willing to work with you and make their platform better specifically for you.

I don't like that the search feature in HS can be difficult to learn and use.

We are solving our customers' problems with Helpshift because we can Live chat with our customers there now and that means we can get back to them faster and more efficiently.

I love their Live Chat and how easy their staff is to work with. They are super helpful and have great ideas on how to make things work with your customized needs.

They've gone through a lot of changes in the last few years, but they're definitely making improvements and I'm happy with the direction they're taking.

Our Customer Support really relies on Helpshift and their platform. It's easy to see how well your team is doing. The analytics are top notch!

The simplicity of the interface means more time to converse with customers and less time spent clicking around looking for additional information. Everything is in an appropriate place.

I would love more functionality for reopening older, resolved issues. The number of total tickets end up higher than necessary because new tickets need to be create in most situations in which I work.

Quicker, more user friendly response time really makes traditional email service feel archaic. With the addition of bots, this really feels like the future of customer service. I think our users feel that way as well. The faster we can get back to them in an organized fashion, the more we can convince them that we are worth their time.

I like how easy it is to go through each player's message history and find what could help them best at present. You can also sort the tickets to see which products are receiving more positive or negative feedback.

I dislike that customers cannot leave a new CSAT rating after a follow-up from the agent. It would be more helpful to know if our continued efforts matter to the customer.

Helpshift helps us provide real time communication with our customers, which makes it easier to find glitches in our program and get lots of great feedback.

Helpshift helped me keep all my paper trails organized.

Sometimes it would crash and there was nothing I could do but wait.

I’m helping customers more efficiently, and solving problems that come from unorganized software.

I like the fact that I can search any chats/emails that I want with the filter and sort it according to my preference.

I wish we have an option to email the chat transcript to our email (both users and customers)

Sorting tickets easily

Convenient form to view branches and agent name. Easy Search. Clear interface.

The response time is displayed as 1 day. Actually the answer is in 3-4 hours. There is no list where you can see the description of the tags.

Control the correctness of providing information to users of our product. Improve the quality of service.