61 Ratings
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Score 8 out of 100
7 Ratings
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Score 7.9 out of 100

Feature Set Ratings

    Incident and problem management

    Azure Bot Service (Microsoft Bot Framework)

    Feature Set Not Supported
    N/A
    6.4

    Helpshift

    64%
    Helpshift ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    5.6
    56%
    4 Ratings

    Expert directory

    N/A
    0 Ratings
    3.8
    38%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.4
    64%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    4.6
    46%
    3 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    3 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    4 Ratings

    Self Help Community

    Azure Bot Service (Microsoft Bot Framework)

    Feature Set Not Supported
    N/A
    5.2

    Helpshift

    52%
    Helpshift ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    1.2
    12%
    4 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.1
    91%
    3 Ratings

    Multi-Channel Help

    Azure Bot Service (Microsoft Bot Framework)

    Feature Set Not Supported
    N/A
    4.6

    Helpshift

    46%
    Helpshift ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    5.5
    55%
    3 Ratings

    IVR

    N/A
    0 Ratings
    2.7
    27%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.3
    73%
    1 Rating

    Email support

    N/A
    0 Ratings
    3.0
    30%
    4 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    4.6
    46%
    2 Ratings

    Attribute Ratings

    • Helpshift is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.6

    Azure Bot Service (Microsoft Bot Framework)

    86%
    7 Ratings
    9.1

    Helpshift

    91%
    4 Ratings

    Usability

    8.5

    Azure Bot Service (Microsoft Bot Framework)

    85%
    4 Ratings
    9.0

    Helpshift

    90%
    1 Rating

    Support Rating

    8.5

    Azure Bot Service (Microsoft Bot Framework)

    85%
    8 Ratings
    9.1

    Helpshift

    91%
    4 Ratings

    Likelihood to Recommend

    Azure Bot Service (Microsoft Bot Framework)

    It is helpful to us in many ways by giving the recommendation, providing multi-disciplinary platform integration, providing cloud storage with it, and many more. When it comes to doing some tasks with the image then it lags sometimes so there is a scope for improvement in it.
    Neel Shah | TrustRadius Reviewer

    Helpshift

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    Azure Bot Service (Microsoft Bot Framework)

    • Assembles conversational AI encounters for our clients
    • Adds regular language, discourse, and vision
    • Sends to well known channels with insignificant code changes
    Anonymous | TrustRadius Reviewer

    Helpshift

    • 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.
    Angel Brockbank | TrustRadius Reviewer

    Cons

    Azure Bot Service (Microsoft Bot Framework)

    • They have simplified the coding for the bot in Azure, but it would help if the coding was further simplified so that non-IT can operate [and] create it easily.
    Francis Banda | TrustRadius Reviewer

    Helpshift

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Azure Bot Service (Microsoft Bot Framework)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Azure Bot Service (Microsoft Bot Framework) Editions & Modules

    Additional Pricing Details

    Helpshift

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $150 per month issue

    Helpshift Editions & Modules

    Edition
    Starter$150.001
    EnterprisePlease contact Helpshift1
    GrowthPlease contact Helpshift1
    1. per month Issue
    Additional Pricing Details
    Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

    Usability

    Azure Bot Service (Microsoft Bot Framework)

    Azure Bot Service (Microsoft Bot Framework) 8.5
    Based on 4 answers
    Azure Bot Service provides an integrated environment for bot development. Microsoft Azure Cloud is fully compatible and its security features. It's more important to pay attention to the logic of business than the specifics of each messenger. We don't have any issues using the bot framework because the implementation is excellent.
    Al Mubassir Muin | TrustRadius Reviewer

    Helpshift

    Helpshift 9.0
    Based on 1 answer
    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.
    Angel Brockbank | TrustRadius Reviewer

    Support Rating

    Azure Bot Service (Microsoft Bot Framework)

    Azure Bot Service (Microsoft Bot Framework) 8.5
    Based on 8 answers
    The support team is quick to attend to any concerns regarding Azure Bot Service (Microsoft Bot Framework), and they are very friendly and technical. They are always available to assist with any bot framework related issue and they normally respond within 24 hours. They try by all means to understand the problem you are facing and they explore any possible diagnosis and troubleshooting necessary.
    muphulusi dzivhani | TrustRadius Reviewer

    Helpshift

    Helpshift 9.1
    Based on 4 answers
    The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Azure Bot Service (Microsoft Bot Framework)

    Microsoft Bot Framework is much better and well more established without a lot of proprietary software/coding language.Lex is very limited with integration with standard hardware and network configurations.Lex has performance issues and was too slow to meet near real-time collaboration requirements.Bot Framework complements many other Microsoft communication products and this was key to implementing without a lot of new training required.
    Maurice Samuels | TrustRadius Reviewer

    Helpshift

    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.
    Amanda de Carli | TrustRadius Reviewer

    Return on Investment

    Azure Bot Service (Microsoft Bot Framework)

    • Interfaces with the SQL data set, tracks down plans/replies, and tests them with the SDK.
    • Utilizing the system is made conceivable by the Bot Dev gateway. We can interface our bot in excess of ten channels, including Twilio Facebook, Twilio, Twilio, and Slack, and that's only the tip of the iceberg.
    • It is expensive.
    Anonymous | TrustRadius Reviewer

    Helpshift

    • 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.
    Anonymous | TrustRadius Reviewer

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