Helpshift Reviews & Product Details

The organizational process is relatively easy once you learn the work flow. Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support. The Analytics section covers all the baseline info I like to see and more.

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs. FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.

Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ.

Solves a lot of challenges with supporting mobile apps in one package.

Expensive and very obviously designed to make basic operations cumbersome and not iser friendly, pushing you to higher plans (double the price). The sales process is not very transparent in this sense, ie explaining that the most basic of operations is a lot more of a hassle than comparable tools.

A smooth mobile support solution for customers with way less implementation effort than ZenDesk.

I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords.

I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response.

Helpshift allows us to be in contact with our clients. The benefit of Helpshift is being able to see the metadata of the device a customer is using because it helps with diagnosing an technical issues. A lot of or clients have issues with remembering their information to log into their account. So the option for them to do a live chat with one of our agents is essential in providing a quick response/solution to their problem.

es un buen crm para mobile app. tags y q/a bueno

las métricas no son muy adaptables , podrian mejorar los reportings y monitoring

priorizacion, gestion de colas y categorias de issues

Being able to analyze data with Power BI which helps us to understand players even more.

Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want.

Helpshift helps to answer player more efficiently.

Easy to use and understand. Their analytic page is self explinatory and doesn't require deep knowledge to learn and hence makes it easier to set our own processes in place and target to acheive

Haven't found any yet, but will let you know If I do.

Currently working on Implementing Bots and Autoamtion services for our platform which will help resolve customer queries and in turn give the team more time to focus on critical work and gain better insights on customer behavior while interacting with Insider.in

Helpshift is great when it comes to operating with various products (apps). The email merging feature is great, it really helped with tidying up the queues. Arranging tickets by tags is very easy and simple, therefore it really helps when we are investigating a sudden game glitch or bug.

Filtering feature could be a bit more 'clear' in operating. Also, the analytics are not so accrued, alway need to help with PowerBi. Formating the FAQs is sometimes an issue, for example, sometimes it will not let you to copy-paste text from Google Docs. Quick Replies (canned responses) are all in one place, sure you can arrange them in their own folders but you cannot attach them to one particular app, so in conclusion, Agents need to be careful while using this feature.

In general, we do player services. so mostly it is a day-to-day contact with the players. Benefits? The live chat is pretty useful in resolving issues really quick. Also, the campaign feature is something which we benefit a lot of, we are always in touch with our top players and with the whole community (depending on the app).

Easy to use and intuitive. Simple interface with quite a few mechanics.

The analytics section needs to be expanded and improved on.The ability to search tags in analytics would be greatly appreciated.

The platform makes it easy to communicate with our platers. The ability to retain past conversations is extremely beneficial to us.

I really like that this is another avenue we can engage with our customers. Allowing our customers to reach us outside the standard social media options and all within one app. It also allows us to catch on to trends faster.

I would like to see more reporting for my own goal setting purposes.

We are seeing trends appear sooner than we would in other channels. This will allow us to pinpoint what devices are impacting.

Helpshift is easy to use and automation plus queues allows for an easy flow and segmentation of our customers. The analytics through PowerBI are excellent and allow for a good breadth of information regarding the health of our Customer Care group agents and processes.

The current focus on bots has taken away some of the focus on amenities that could assist live agents in an impactful way. I would prefer a better interface for the live chat option.

An integrated SDK was key to keeping customers in our app. Tickets directly from the apps allow us to attach a great deal of important information along with the ticket so the agents do not need to take an extra outbound contact in asking for it.

User friendly workflow, simple dashboard.

Lack of customization within FAQ fields.

Analytics could be improved to focus on FAQ feedback and team response analytics.

The best thing about using helpshift is how easy it is to manage multiple chats. We have cut down our cost per contact by 48% since we implemented this tool.

I don't like how the integration with ServiceCloud is basically non-existent. For a person who has team members who work across multiple channels of communication, it's tough pulling data from multiple different places.

We solved our cost per contact issue. We solved our ASA issues. This tool is extremely beneficial.

Ability to quickly publish FAQs. Ability tie in pages directly into software.

It's a little hard to navigate the admin page. API needs to be updated often which leads to decisions of cutting off support for some of our users.

Give users more details for upcoming events. Give players the ability to write customer support tickets.

Helpshift enables us to easily keep up with our users' queries, and the ability to curate a suite of FAQ responses increases our response times dramatically.

Helpshift doesn't allow you to suspend/ban problematic SKD users. You're also not able to merge issues together. These are the only downsides to the suite.

Being able to quickly input pre-written macro responses has been the greatest benefit so far.

Helpshift is very simple and is very easy to use Everything is placed in such a manner that we will not be confused or wasting time to find things They have a nice dashboard that help us to to keep track of issues It's very user friendly The thing that would be more appreciable is that it have a mobile version Ability to change color of text is nice feature

I don't find any dislikes for this but it have bit connectivity issues

It help us to do more work in less time

Helpshift is an amazing way to communicate effectively while having all the information you would need available.

Nothing, helpshift has made what was cumbersome and tiresome into something that is easy.

With helpshift we are able to verify traffic issues and app glitches and with getting screenshots very quickly it is an effective tool.

The ability to be able to freely manage incoming tickets. This, compared with other products, gives you a lot more freedom in this case.

The lack of a 'PLAY' button that would automatically assign a ticket to an agent

Player complaints and suggestions about the game we're supporting. Ticket actions are easily done using Helpshift compared with other products. It is also linked to Power BI, which helps a ton in doing reports as well as analyzing data which helps the company progress further in the right direction.

You can improve your customer service.

The SDK integration is very bad. There are not enough information about that.

The customer services has been improved.

I like that me and the team can keep track of customer complaints and project needs tracking better The chatbot feature is effective for Us as.well

I..believe the dashboard needs improvement in the data management area in a broad sense overall

Customer tracking complains solved and also feedback and support.needed for our cloud storage has been improving

Helpshift is an incredible client encounter. Helpshift was anything but difficult to get for me ,and I think everybody in the business division and IT had almost no issues understanding the functions of this tool.I have additionally thought that it was simple controlling new representatives in the office on the most proficient method to utilize Helpshift viably. The effectively updatable FAQs have been a monstrous success for me over other contending items.

Helpshift gives my group simply fundamental investigation on our commitment with web visitors.I will jump at the chance to see a wide examination breakdown of our day by day movement on Helpshift. Stylish savvy ,I figure informations can be better masterminded on the Helpshift dashboard. Fundamentally it has Limited highlights, Limited reports age capacities. Its also costly for a software that is used for only customer support

Helpshift enables our CS to group's activity simple! Presumably the most proficient approach to achieve our players, answer their questions, updates and occasion declarations. Their very own client benefit is additionally solid and undoubtedly supportive.