HappyFox Live Chat vs. Helpshift

Whenever a customer raises a request the same is forwarded to a designated executive with a unique ticket number. Customers can raise their problems via the business website or even an email. They are also sent a confirmatory email that allows them to track the statues of their ticket and also reach out to the concerned executives within the company. All this helps in making customer care fair, efficient and most importantly transparent for the benefit of the customers

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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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• All the emails convert into tickets and can be assigned to any free agent or team; which help us to respond on customer's query efficiently and in a timely manner.
• One of the best features, which I used while using HappyFox, was transferring the ticket to another team member.
• You can integrate HappyFox with Magento.

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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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• HappyFox should provide a customization in category statues.

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

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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.

• We are able to answer customer queries within SLA
• The manned power has reduced, it was complicated to manage and respond to all customers over an email in timely manner.
• We have limited resources, so we don't need to assign tickets or emails to any individual. As all the tickets are re-directed to relevant executive or team member.

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• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info