What users are saying about
1 Ratings
1 Ratings
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Score 8 out of 101

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Likelihood to Recommend

Helpshift

When you have a queue of 500+ customer service emails it is very helpful to be able to easily organize the tickets based on the software in which they originated. Rather than sifting through that many emails, you can go to a particular software application and just view the tickets for that application. The info that is displayed on each ticket while in a list of tickets for an individual project is very useful as it shows the status of the ticket and the software platform at a quick glance.
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Feature Rating Comparison

Incident and problem management

Helpshift
7.0
Organize and prioritize service tickets
Helpshift
9.0
Expert directory
Helpshift
7.0
Subscription-based notifications
Helpshift
4.0
ITSM collaboration and documentation
Helpshift
6.0
Ticket creation and submission
Helpshift
8.0
Ticket response
Helpshift
8.0

Self Help Community

Helpshift
6.5
External knowledge base
Helpshift
6.0
Internal knowledge base
Helpshift
7.0

Multi-Channel Help

Helpshift
7.0
Customer portal
Helpshift
6.0
Email support
Helpshift
8.0

Pros

  • Great at creating the atmosphere of a conversation or online chat like experience to engage both the customer service representative and the customer.
  • Provides great detail to the current status of a ticket at a quick glance
  • The meta data that is recorded when customer service receives a ticket is a very important tool needed to help resolve the customers problem or question.
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Cons

  • 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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Alternatives Considered

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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Return on Investment

  • 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.
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Pricing Details

Helpshift

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details