Azure Bot Service (Microsoft Bot Framework) vs Helpshift

Likelihood to Recommend

Any application where real-time communication is required.Not suited for secure communications.If storage and network overhead are a concern, Microsoft Bot Framework is lightweight and no additional storage capacity or network interfaces are needed.If 100% availability is required, this is not a good choice, stability was an area of concern.

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Maurice Samuels

DBA

Duquesne Light CompanyUtilities, 1001-5000 employees

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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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Verified User

Manager in Social Media

Computer Games Company, 501-1000 employees

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Feature Rating Comparison

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Azure Bot Service (Microsoft Bot Framework)

Helpshift

External knowledge base

Internal knowledge base

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Customer portal

Email support

Help Desk CRM integration

Pros

Azure Bot Services helps to run frequently asked questions speedily and consistently. Thereby, reducing customer issues/inquiries management.

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Francis Banda

Technical Consultant

Amandla Xaviers Advisory ServicesMarket Research, 11-50 employees

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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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Angel Brockbank

Director of Customer Experience

ChatbooksInternet, 51-200 employees

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Cons

Azure documentation still needs some improvement.

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Verified User

Consultant in Information Technology

Pharmaceuticals Company, 5001-10,000 employees

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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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Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Angel Brockbank

Director of Customer Experience

ChatbooksInternet, 51-200 employees

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Support Rating

Azure Bot Service (Microsoft Bot Framework) 7.3

Based on 3 answers

Microsoft offers robust support without a high amount of extra cost to add this product on into our existing support contract.No new onsite personnel as required and training sessions and manuals were included.Very fast response and problem resolution were made available.Detailed configuration guidance was provided at no extra cost.Patching was a bit too frequent.

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Maurice Samuels

DBA

Duquesne Light CompanyUtilities, 1001-5000 employees

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Helpshift 9.2

Based on 3 answers

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

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Verified User

Manager in Social Media

Computer Games Company, 501-1000 employees

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Alternatives Considered

Azure Bot Services is part of Azure subscription so it is ideal to have apps working [on] one platform so as to manage resources effectively.

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Francis Banda

Technical Consultant

Amandla Xaviers Advisory ServicesMarket Research, 11-50 employees

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One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.

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Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

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Return on Investment

High impact on time savings.
Database independent support.

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Verified User

Consultant in Information Technology

Pharmaceuticals Company, 5001-10,000 employees

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It's great to get a rough count of how players may feel about a specific event or release.

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Verified User

Manager in Social Media

Computer Games Company, 501-1000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Azure Bot Service (Microsoft Bot Framework) Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Helpshift Editions & Modules

Edition

Starter	$225.00¹

Per Month

Additional Pricing Details

—

Rating Summary

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Likelihood to Recommend