Azure Bot Service (Microsoft Bot Framework) vs. Helpshift

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Azure Bot Service (Microsoft Bot Framework)
Score 7.4 out of 10
N/A
Microsoft offers the Azure Bot Service (replacing the former Microsoft Bot Framework), a managed bot building platform, which provides an integrated environment that is purpose-built for bot development, enabling you to build, connect, test, deploy, and manage intelligent bots, all from one place.N/A
Helpshift
Score 8.3 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
Azure Bot Service (Microsoft Bot Framework)Helpshift
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
Azure Bot Service (Microsoft Bot Framework)Helpshift
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFlexible 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.
More Pricing Information
Community Pulse
Azure Bot Service (Microsoft Bot Framework)Helpshift
Top Pros
Top Cons
Features
Azure Bot Service (Microsoft Bot Framework)Helpshift
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Azure Bot Service (Microsoft Bot Framework)
-
Ratings
Helpshift
6.4
4 Ratings
20% below category average
Organize and prioritize service tickets00 Ratings5.54 Ratings
Expert directory00 Ratings3.64 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
Azure Bot Service (Microsoft Bot Framework)
-
Ratings
Helpshift
5.0
4 Ratings
42% below category average
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
Azure Bot Service (Microsoft Bot Framework)
-
Ratings
Helpshift
4.5
4 Ratings
51% below category average
Customer portal00 Ratings5.53 Ratings
IVR00 Ratings2.71 Ratings
Social integration00 Ratings7.31 Ratings
Email support00 Ratings2.74 Ratings
Help Desk CRM integration00 Ratings4.52 Ratings
Best Alternatives
Azure Bot Service (Microsoft Bot Framework)Helpshift
Small Businesses
Smith.ai Live Website Chat
Smith.ai Live Website Chat
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Azure Bot Service (Microsoft Bot Framework)Helpshift
Likelihood to Recommend
8.7
(5 ratings)
9.1
(4 ratings)
Usability
8.8
(2 ratings)
9.0
(1 ratings)
Support Rating
8.8
(4 ratings)
9.1
(2 ratings)
User Testimonials
Azure Bot Service (Microsoft Bot Framework)Helpshift
Likelihood to Recommend
Microsoft
It is suited for applications like computerizing messages, or any business thought that would require the entrepreneur to robotize their reactions, particularly assuming they are managing a ton of clients and they can't answer to every single one of them. It'd be the most ideal to computerize messages of enormous associations where the reactions measure up to the clients' assumptions. It would be less appropriate in associations where clients' viewpoints matter and every client is interesting and requires the association's consideration, where the specialist organization doesn't need to sum up the clients' interests.
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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
Microsoft
  • Real-time communication.
  • Lightweight software protocols.
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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
Microsoft
  • 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.
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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
Microsoft
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.
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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
Microsoft
Support is helpful when we have a problem, but online documentation is lacking
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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
Microsoft
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.
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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
Microsoft
  • 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.
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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.
Read full review
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