What users are saying about
7 Ratings
7 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

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

Helpshift
7.0
Organize and prioritize service tickets
Helpshift
6.7
Expert directory
Helpshift
5.2
Subscription-based notifications
Helpshift
6.6
ITSM collaboration and documentation
Helpshift
4.9
Ticket creation and submission
Helpshift
9.2
Ticket response
Helpshift
9.4

Self Help Community

Helpshift
6.2
External knowledge base
Helpshift
3.3
Internal knowledge base
Helpshift
9.1

Multi-Channel Help

Helpshift
5.1
Customer portal
Helpshift
5.8
IVR
Helpshift
2.7
Social integration
Helpshift
7.3
Email support
Helpshift
4.8
Help Desk CRM integration
Helpshift
4.9

Pros

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

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

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

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

Helpshift

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.
Amanda de Carli | TrustRadius Reviewer

Return on Investment

Helpshift

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$150.001
EnterprisePlease contact Helpshift1
GrowthPlease contact Helpshift1
  1. 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.

Rating Summary

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