Azure Bot Service (Microsoft Bot Framework) vs Helpshift

What users are saying about

Score 8 out of 10

Based on 61 reviews and ratings

Score 7.9 out of 10

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

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

Azure Bot Service (Microsoft Bot Framework)

86%

7 Ratings

9.1

Helpshift

91%

4 Ratings

Azure Bot Service (Microsoft Bot Framework)

85%

4 Ratings

9.0

Helpshift

90%

1 Rating

Azure Bot Service (Microsoft Bot Framework)

85%

8 Ratings

9.1

Helpshift

91%

4 Ratings

Pros

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

Read full review

Verified User

Executive in Human Resources

Computer Software Company, 501-1000 employees

View all 7 answers on this topic

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.

Read full review

Angel Brockbank

Director of Customer Experience

ChatbooksInternet, 51-200 employees

View all 4 answers on this topic

Cons

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.

Read full review

Francis Banda

Technical Consultant

Amandla Xaviers Advisory ServicesMarket Research, 11-50 employees

View all 7 answers on this topic

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.

Read full review

Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

View all 4 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Azure Bot Service (Microsoft Bot Framework) Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

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) 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.

Read full review

Al Mubassir Muin

Software Engineer

Prime Tech Solutions Ltd.Information Technology & Services, 51-200 employees

View all 4 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.

Read full review

Angel Brockbank

Director of Customer Experience

ChatbooksInternet, 51-200 employees

View all 1 answers on this topic

Support Rating

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.

Read full review

muphulusi dzivhani

Network Engineer

JohannesburgInformation Technology & Services, 501-1000 employees

View all 8 answers on this topic

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.

Read full review

Verified User

Manager in Social Media

Computer Games Company, 501-1000 employees

View all 4 answers on this topic

Alternatives Considered

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.

Read full review

Maurice Samuels

DBA

Duquesne Light CompanyUtilities, 1001-5000 employees

View all 7 answers on this topic

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.

Read full review

Amanda de Carli

Assistente de Costumer Experience

will bankBanking, 501-1000 employees

View all 4 answers on this topic

Return on Investment

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.

Read full review

Verified User

Executive in Human Resources

Computer Software Company, 501-1000 employees

View all 7 answers on this topic

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

Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

View all 4 answers on this topic

Azure Bot Service (Microsoft Bot Framework)

Helpshift

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

IVR

Social integration

Email support

Help Desk CRM integration

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Likelihood to Recommend

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Pros

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Cons

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

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?

Starting Price

Helpshift Editions & Modules

Edition

Additional Pricing Details

Usability

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Support Rating

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Alternatives Considered

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Return on Investment

Azure Bot Service (Microsoft Bot Framework)

Helpshift

Add comparison