Helpshift Reviews: 4.3/5 — Solid Choice

how the interactive chats are separated properly by the time and the notifications sent make it easy to search

It is sometimes difficult to search for past tickets by topic, but as long as I have the USER ID I can still track them.

I am solving customer experience tickets and it is second to none when interacting with them. It is a great place to start with looking to connect with your customers.

I’m able to communicate with my staff much more efficiently!

Sometimes there are delays, but not too an extent.

We’re solving our problem of communication. Using this product has definitely benefit my coworkers and I by learning how to communicate with each other.

Easy to use and navigate, very user friendly

Can freeze and not update, has a hard time communicating with other programs

Guests are able to easily contact us, makes communication easy

The views and filters were appropriate and useful. It was easy to flip between multiple cases and to respond to batches of cases in times of long waits and known outages.

Refresh rates were inconsistent with the queue. When there are a high volume of users in the same queue, cases would get reassigned and responded to incorrectly.

We used helpshift to repond to outlook mobile issues. It was a good way to interact with customers and dicern their issues in a timely manner. The problems that we faced while using helpshift stemmed from issues with support knowledge rather than utilization of helpshift itself.

Friendly user and easy to use Tool when supporting customers.

Email technical issue sometimes.(Performance)

Email Technical concern.

What I like about Helpshift is that you could easily identify the issue of the customer through its Metadata. It provides all the necessary information to isolate the issue so we can provide the best resolution.

I have observed delays when extracting reports using Power BI.

From time to time. Helpshift is having email technical problems

Metadata has all the information needed for issue isolation

Power BI or Reporting is sometimes latent

We are handling tickets from customer's who are having issues with our Email Service. We as users, find th

The codes on how to easily search for cases.

the intermittent functionality on the system

technical support

how the chats are separated properly by the time and that there is a notification when new chats are assigned to you. There are some things that can be improved. What I like the most is how the automation kicks in when the Customer have gone idle. As well as if the Agents have not responded to the chats in a timely manner.

The chats are messy and get tangled up and it should at least be listed as the first it stays that way. there are some things that can be improved in the Helpshift systemation. Like keeping chats in place even though it has been replied to. As long as the timing is correct to when the Customers has replied to the conversation or when the agents has replied to the customers.

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 connected with us. If the Customer has gone idle, the chat will automatically close and a new chat is assigned to the agent which is a good thing rather than manually picking up chats. It saves us a lot of time in handling more chats.

Easy navigation of issue tickets which makes the platform simple and neat.

unable to export reports for notes and no additional secured authentication method.

Customer Service

Since, I was involved in integrating help shift around two years back onto Zynga Games/Customer supports, I was impressed with the set of customizations we can have on the Help shift, categorizing issues etc.! The customer reported issues are tracking and grouped conveniently by Help shift.

I don't know, whether help shift provide metrics on the number of related issues etc. like grouping of similar issues etc.

Customer Issue reporting, feedback tracking for in-game issues are tracked via Help shift. Also, it is medium to reach out to user with the solution for his/her issue etc. by the Help shift. Help shift APIs provide a segregation and clustering of similar related issues

Locating everything fast, it makes a lot easier. When you're looking for a certain email it's easy to locate without any issues.

There's really nothing I dislike about help shift.

Sending out emails to customers.

Simple UI helps improve our work, also the auto-save is helpful that will prevent forgotten of saving the job.

It sometimes takes a long time to load a case, and when I'm going to input in the case, it start to load the case again, this is very frustrating.

Outlook.com issues. The auto-save feature is helpful.

The tool is easy to navigate and use. All necessary information to assist our customers shows on the tool which makes the task fast and efficient.

Hmmm I don't see any thing for me to dislike. everything's perfect.

Our company really likes the email ticketing.. very neat and simple to use.

what i like is the smartview which makes the ticket organize.

the reports, it does not include categories for issue codes.

customer service and technical support issues

I like that Helpshift pushes you to seek the resolution and teaches you to resolve issues within one response.

That cases get closed after 3 days unresolved with no response from the guest.

Helping with keeping the guest happy so that they continue to shop with us online or in-store. Benefits from Helpshift is that we work together as a team resolve matters to keep our guest happy.

what i like best is the simplicity of the workflow, it is easy to understand for us users.

poor reports, no capability to export notes

customer service and technical support issues

ticket collaboration and fast response..

what i dislike is the reports and the automation

customer service

tool is fast and it was quick to understand

to many issue codes which is very complicated.

customer service

From a helpdesk technician virepoint Helpshift is incredibly easy to navigate with very little guidance.

The admin panel Helpshift could definitely use some work in terms of simplifying the steps needed to create custom views.

Using Helpshift we are solving a ton of issues at the start (the customer) and using the data received from Helpshift to identify bugs and resolve server side issues.

Its it very straight forward. Our company does not use a lot of the bells and whistles but I think that is what keeps it so easy to use.

I wish there was a sound notification when something new comes in.

We are able to find and review customer issues quick and easy. The new Live Chat Feature that we have started is amazing.

The live chat feature has been a game changer for us. We also enjoy the in-app chat feature where we can embed chat within our mobile app for live support.

Would love a mobile app and a cleaner database to pull data via the API for internal data joins and analysis. Also need SMS support so we can text our users via a medium they prefer and are more comfortable with.

The tool gives us an excellent way to engage with our customers, easily track, assign, and tag those interactions and have an ongoing history of our interactions with a customer.

Chat tool is very user Friendly. and have all the report you need to extract.

For chat messaging none have been observed

Provide realtime contacts to customer and support for immediate solution.

I like being able to see my replies and new issues in time order and I love the ability to sort the different issues by their subjects.

I wish there was the ability to have more quick replies. Quick replies are absolutely genius. I also wish it didn’t take so long for the reports to update like the new assign reports.

I use Helpshift in my customer service position. It is wonderful to be able to work with my colleagues to respond to our customers needs in a timely, organized manner thanks to Helpshift.

I like how clear it is when looking for my tasks.

The browse system! Sometime I can't find the email I want by its content

I have my tasks tagged so it's easy to find my work and I don't need to look for it among dozens of files

You can create your own smart views so tickets will automatically show on that folder.

The search function can be made simpler.

The tickets come in real-time and there are sort/filter options which makes it easier to find specific tickets you are looking for.

The analytics and reporting capabilities

Tedious process in creating outbound communications between merchant and communication. Lack of application integrations

Day to day communications between merchants and customers. Also improving experience based on user feedback from CSAT / DSAT Scores

The layout is simple and minimal, also the chat responses and updates are fast and pretty much reliable. There is also an option to be able to toggle the chat box size to your personal preference. The time stamp is also uptodate and you are able to view it all on the show logs tab. The chat tickets also comes in very quickly, the moment when you choose to resolve or reject the chat the new chat ticket will kick in immediately.

Sometimes it gets stuck for no reason. Had to refresh the page to get to the chat or email tickets I would like to check again. It is also not so user friendly while trying to search for a specific key word when you enter it into the search engine.

Quick response to attend to customer's issue

I like the organization of smart views, in-game integration and it's easy to set up system.

I am unsure whether there are more advanced options available such as stopping surveys from being sent after closing a ticket or preventing reopening without rejecting the ticket out right.

Customer-facing issues are solved using the in-game integration.

Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping.

Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use.

We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues.