Helpshift Reviews & Product Details

Notifications, in-app notification badge functionality, the chat and metadata delivery capabilities, the various functions available to automate support tasks.

Nothing really - it's a great tool. Some bugs have come up in the past, but have been resolved.

Helping millions of users on a daily basis with their support issues and inquiries. We receive tons of feedback in real-time and have automated filtering in place for organization.

La forma rápida y dinámica que tenemos para interactuar con nuestros usuarios, nos permite dar soluciones en tiempo real , brindando una mejor experiencia al cliente con nuestra atención de primera línea . Hemos descubierto que con esta plataforma de atención optimizamos nuestros indicadores de productividad y logramos controlar el desborde de atenciones no efectuadas por cantidades de clientes . Otros de los aspectos que es un plus+ en nuestras atenciones es la facilidad de poder enviar documentos y así mismo recibir archivos adjuntos , esto nos facilita poder determinar que problemas o que consulta esta haciendo el cliente. Su facilidad de uso nos ha ahorrado importantes recursos como el tiempo, lo que nos permite capacitar a nuevos empleados sobre cómo usar Helpshift fácilmente en cuestión de horas en comparación con días o semanas; que es el caso con la mayoría de los otros programas que usamos. Muy importante también, me encanta la calidad de la asistencia ofrecida a mi equipo por el servicio de atención al cliente de Helpshift.

Hemos podido experimentar que al realizar un cambio de horario en nuestros usuarios de atención , no se cumple el ciclo de atención de chat , por lo tanto nos ha llevado a crear diferentes horarios para cada usuario.No muy bueno en plataformas móviles, su interfaz de usuario y parte del diseño de la experiencia del usuario pueden tener algunos, por ejemplo, algunos fallos interesantes. Sin embargo, ninguno de estos problemas afecta la seguridad.

Simplifica el tiempo de nuestras atenciones de cara a nuestros usuarios, respuestas y soluciones rápidas.

It's very easy to use and quite intuitive. There are many customisation options that have helped me become more efficient. Bulk actions and the ability to setup search shortcuts have made my life so much easier!

Sometimes I wish there was a mobile app or for the platform to be mobile friendly, but that can also be a good thing. My company likes that we don't have a mobile app because it mens there's less chance that we'll work too much. Yes, I work for a brilliant company!

I solve tech issues with our games. It's so easy to use and so customisable that it has allowed me to streamline my work and be more efficient

Helpshift has been a tremendously useful SDK tool we've implemented in our mobile apps. The ability to add FAQs, tag issues, and automate replies has been very beneficial.

We need better spam filtering options in Helpshift as we've received mass waves of spam that is sent directly to our inboxes as notifications which isn't ideal.

We are offering direct access to support for our users when they need it the most. We've realized benefits such as easy bug reporting, feedback acquisition, and overall organizational improvements when it comes to communicating with our users.

It helps us respond to customers very quickly.

Algorithms, sometimes it doesn't add right issues to my que.

Customers' issues

I like the automated responses, it helps up bring up information on our client.

I dont like the notifications. I wish there was a sound or the screen would automatically pop up and make it more custom for different businesses.

Quick matters, urgent issues. Some people would rather chat then email or phone call.

The ease of use and access to our clients. Really fast to help our clients with all their questions.

How the chat doesn't make more noise to notify that a client has messaged back or has not accepted the solution.

Conflicts that arise from our website and helping our clients navigate through it. As well as helping understand DOT regulations.

The use interface is very user friendly. Easy to learn and extremely to manage!

can't do custom permissions, for example it's either agents or admins, there is no in between.

we used to offer customer support via email. Helpshift lets us manage specific topics.

It's so user-friendly! It took me no time at all to learn how to use HS. Coming from another platform Im glad we made the switch

There's not much I can say, I would really need some time to figure out what I don't like. Sounds like nothing right? Everything is great!

I am solving difficult cs issues. I love the benefit of being able to keep track of lots of customer history

The custom issues field make it clear to what the issues are and provide me a resource to use for future training purposes.

When an old chat comes in that the user does not answer as "resolved', it gets assigned to the old user which can be messy at times.

In general, no problems at all.

You can save pre written answers that will inject player names and agent names to speed up response times insanely

Honestly I can't think of any downsides. There isn't anything I need to do that I am not able to do using helpshift.

I work for a mobile games company and deal with our players on a day to day basis. Helpshift allows us to provide support from within the game itself making it easier for both us and players to communicate.

Easy to use, campaign function. It saves a lot of time.

I don't like that we don't have enough techinical support. We are based in China it is difficult for us to find help（due to time difference and language barriers）. My sales left helpshift but no one notify us, which makes us wait months to receive our contract back. =

We provide a better customer support service.

No matter what your problem is helpshift can fix it immediately!

I dislike that it is a little difficult to run the system.

Any problem!

Very easy interface to navigate, most employees caught on quickly

Has a noticeable lag during busy hours..

Using for insurance customer support. Easier than system company has previously tried.

It’s easy and straight forward. Helpshit support is there for any questions

Needs more features......................

Feedback from customers

What I like about Helpshift is the ease searching for old tickets and new tickets! It is great!

I do not like to use the Customer Issue Fields because it prolongs fixing the issue and getting back to customers.

Wine orders, complaints, missing purchases. I am able to realize all of the great ease of navigation.

you can answer a contact with just one response.

the conversation never just ends days and days later the guest and just open it back up with a new topic.

quick questions are getting answered more quickly and that helps a lot with all the different contacts we receive.

The best thing about Helpshift is the smartviews. With smartviews, my team is able to get through contacts quickly.

If there was one thing that I had to say I dislike, it would be that it is not a desktop application.

Resolving our guests issues. With Helpshift, we are able to reach out to our guests with ease compared to an email system.

I love the way that you can tag tickets that come in easily and then search for them later by tag. I also really like the different folders/queues that you can assign tickets to. Another great feature is the ability to insert FAQ that saves time.

Currently, Helpshift does not support the ability to have tickets come in through SMS (or text). We have a lot of customers that like to receive support and help via text and it would be so nice to not have to use a different program but have it be available all on Helpshift.

The biggest problem that we are solving is inefficiency. Helpshift allows customer service agents to be productive and saves time by being able to answer customer's questions and solve problems quickly. It is also easy to receive help from a co-worker by sharing the ticket with them, they can quickly view and read though the conversation. A benefit I have realized is the history that is stored when the same customer wrote in a different time, all that information is stored and can be accessed.

I have used a large number of help desk programs in the past and nothing compares to the dependablilty of helpshift. Fast and easy to learn I highly recommend this!

Minor dislike would be the price of Helpshift

Help desk ticketing