What users are saying about
4 Ratings
5 Ratings
4 Ratings
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Score 9 out of 100
5 Ratings
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Score 9 out of 100

Likelihood to Recommend

Chatfuel

Chatfuel is great for a small team looking to easily implement and set up Facebook chatbots for their clients for ease of community management, etc. Chatfuel is not necessarily meant for large scale operations that require complex workflows and chatbot requirements, it is limited to Facebook Messenger and is not 100% intuitive in this regard.
Anonymous | 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

Chatfuel
Helpshift
9.6
Organize and prioritize service tickets
Chatfuel
Helpshift
9.2
Expert directory
Chatfuel
Helpshift
8.5
Subscription-based notifications
Chatfuel
Helpshift
10.0
ITSM collaboration and documentation
Chatfuel
Helpshift
10.0
Ticket creation and submission
Chatfuel
Helpshift
10.0
Ticket response
Chatfuel
Helpshift
10.0

Self Help Community

Chatfuel
Helpshift
8.7
External knowledge base
Chatfuel
Helpshift
8.5
Internal knowledge base
Chatfuel
Helpshift
9.0

Multi-Channel Help

Chatfuel
Helpshift
9.7
Customer portal
Chatfuel
Helpshift
10.0
Email support
Chatfuel
Helpshift
9.2
Help Desk CRM integration
Chatfuel
Helpshift
10.0

Pros

Chatfuel

  • Easy to use without experience
  • Cost vs. benefit ratio very good
  • Integrations possible through API
  • Conversion funnels can be created
Jorge Guevara | 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

Chatfuel

  • Setting it up is time-consuming.
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

Chatfuel

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

Chatfuel

Chatfuel 7.7
Based on 3 answers
I haven't dealt with the support channel, so I cannot provide a full review for this
Anonymous | TrustRadius Reviewer

Helpshift

Helpshift 9.1
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

Chatfuel

Both offer bot service to reply to messages from Facebook. The difference is that Chatfuel gives you the option of being able to create conversion funnels or fixed conversation changes.
Connecting to our API is free from Chatfuel and integration with other providers has an additional cost.
AIVO has no option to create conversation flows if not through keywords.
Jorge Guevara | 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

Chatfuel

  • It helped overall with visitor engagement.
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

Chatfuel

General

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

Chatfuel Editions & Modules

Edition
FreeFree
Pro$152
PremiumContact sales team
  1. per month
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

Chatfuel
9.0
Helpshift
9.0

Usability

Chatfuel
Helpshift
9.0

Support Rating

Chatfuel
7.7
Helpshift
9.1

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