17 Ratings
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Score 7.5 out of 100
3 Ratings
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Score 9 out of 100

Likelihood to Recommend

Azure Bot Service (Microsoft Bot Framework)

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.
Maurice Samuels | 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

Feature Rating Comparison

Incident and problem management

Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.6
Organize and prioritize service tickets
Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.3
Expert directory
Azure Bot Service (Microsoft Bot Framework)
Helpshift
8.6
Subscription-based notifications
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0
ITSM collaboration and documentation
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0
Ticket creation and submission
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0
Ticket response
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0

Self Help Community

Azure Bot Service (Microsoft Bot Framework)
Helpshift
8.8
External knowledge base
Azure Bot Service (Microsoft Bot Framework)
Helpshift
8.6
Internal knowledge base
Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.0

Multi-Channel Help

Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.8
Customer portal
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0
Email support
Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.3
Help Desk CRM integration
Azure Bot Service (Microsoft Bot Framework)
Helpshift
10.0

Pros

Azure Bot Service (Microsoft Bot Framework)

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

  • Azure documentation still needs some improvement.
Anonymous | 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

Usability

Azure Bot Service (Microsoft Bot Framework)

No score
No answers yet
No answers on this topic

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) 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.
Maurice Samuels | TrustRadius Reviewer

Helpshift

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Azure Bot Service (Microsoft Bot Framework)

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.
Francis Banda | TrustRadius Reviewer

Helpshift

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Azure Bot Service (Microsoft Bot Framework)

  • High impact on time savings.
  • Database independent support.
Anonymous | TrustRadius Reviewer

Helpshift

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

Azure Bot Service (Microsoft Bot Framework) Editions & Modules

Additional Pricing Details

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Azure Bot Service (Microsoft Bot Framework)
7.7
Helpshift
9.0

Usability

Azure Bot Service (Microsoft Bot Framework)
Helpshift
9.0

Support Rating

Azure Bot Service (Microsoft Bot Framework)
7.3
Helpshift
9.2

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