What users are saying about
61 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 61 reviews and ratings
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.9 out of 100
Based on 7 reviews and ratings
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
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
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
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.
Mentor
Delta Winter of CodeInformation Technology & Services, 51-200 employees
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.

Verified User
Manager in Social Media
Computer Games Company, 501-1000 employeesPros
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

Verified User
Executive in Human Resources
Computer Software Company, 501-1000 employeesHelpshift
- 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.
Director of Customer Experience
ChatbooksInternet, 51-200 employees
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.
Technical Consultant
Amandla Xaviers Advisory ServicesMarket Research, 11-50 employees
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.

Verified User
Analyst in Quality Assurance
Computer Games Company, 51-200 employeesPricing 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 |
---|---|
Enterprise | Please contact Helpshift1 |
Growth | Please contact Helpshift1 |
- 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.
Software Engineer
Prime Tech Solutions Ltd.Information Technology & Services, 51-200 employees
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.
Director of Customer Experience
ChatbooksInternet, 51-200 employees
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.
Network Engineer
JohannesburgInformation Technology & Services, 501-1000 employees
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.

Verified User
Manager in Social Media
Computer Games Company, 501-1000 employeesAlternatives 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.
DBA
Duquesne Light CompanyUtilities, 1001-5000 employees
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.
Assistente de Costumer Experience
will bankBanking, 501-1000 employees
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.

Verified User
Executive in Human Resources
Computer Software Company, 501-1000 employeesHelpshift
- 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.

Verified User
Analyst in Quality Assurance
Computer Games Company, 51-200 employees