Apptentive vs. Helpshift

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Apptentive
Score 8.0 out of 10
N/A
Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. Their mobile customer feedback solution helps brands manage their brand reputation, prioritize product roadmaps, and measure customer experience down to individual customer IDs. With event-based targeting, brands can ask the right customers the right question at the right time, driving response rates higher than web and email. Apptentive’s ability to connect…N/A
Helpshift
Score 7.8 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Pricing
ApptentiveHelpshift
Editions & Modules
No answers on this topic
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Offerings
Pricing Offerings
ApptentiveHelpshift
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
More Pricing Information
Features
ApptentiveHelpshift
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Apptentive
-
Ratings
Helpshift
6.4
4 Ratings
Organize and prioritize service tickets00 Ratings5.54 Ratings
Expert directory00 Ratings3.74 Ratings
Subscription-based notifications00 Ratings6.43 Ratings
ITSM collaboration and documentation00 Ratings4.53 Ratings
Ticket creation and submission00 Ratings9.13 Ratings
Ticket response00 Ratings9.14 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Apptentive
-
Ratings
Helpshift
5.0
4 Ratings
External knowledge base00 Ratings1.04 Ratings
Internal knowledge base00 Ratings9.13 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Apptentive
-
Ratings
Helpshift
4.6
4 Ratings
Customer portal00 Ratings5.53 Ratings
IVR00 Ratings2.71 Ratings
Social integration00 Ratings7.31 Ratings
Email support00 Ratings2.84 Ratings
Help Desk CRM integration00 Ratings4.52 Ratings
User Ratings
ApptentiveHelpshift
Likelihood to Recommend
8.0
(2 ratings)
9.1
(4 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.1
(4 ratings)
User Testimonials
ApptentiveHelpshift
Likelihood to Recommend
Apptentive
Apptentive is well suited for getting more feedback from mobile app users. It has all the tools to ask the right questions at the right time. It's less appropriate for simply an app metrics solution. While it provides metrics other mobile platforms would be better at compiling the correct metrics needed for insights.
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Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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Pros
Apptentive
  • Push notifications for app store reviews.
  • Targeted interactions based on in-app events.
  • Easy in-app messaging service for direct access to our support team.
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Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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Cons
Apptentive
  • Apptentive's metrics aren't as customizable as we would like but what it does measure it does a good job at.
  • Managing multiple apps (iOS and Android) can make for extra work because you're duplicating work on Notes and Events.
  • Finding the right way to interact can take multiple tests, surfacing best practices across the industry would be a help.
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Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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Usability
Apptentive
No answers on this topic
Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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Support Rating
Apptentive
No answers on this topic
Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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Alternatives Considered
Apptentive
We thought about Firebase, but we ultimately selected Apptentive because it is brand-agnostic. Using a Google app for an iOS application could have proved disastrous if the support for iOS had been lost down the line.
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Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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Return on Investment
Apptentive
  • Apptentive has helped us increase our app store ratings which results in better listings in search results, etc.
  • Apptentive has helped give us better insights from our users.
  • Apptentive has helped us better manage emergencies that we can address without an App Store update now.
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Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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