Likelihood to Recommend
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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The intercom works great if you chat with your clients. It is easy to keep an eye on previous conversations as well as have data on clients in one space. However, Intercom is not suitable for ticketing purposes. If you are looking for a system that would allow creating tickets - Intercom is not the right fit.
Read full review Pros 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. Read full review Case management - allowing other teams (dispatch, accounts) to all contribute Snoozing - allowing us to come back to enquiries and ensure they're never forgotten Simply on-site contact with our team with live response times that build confidence Canned replies - allowing us to introduce consistency and high standards in all our comms Outbound email - incredinly powerful, ensuring all our comms are in one place Multi-branded messengers on two different sites - allowing us to centralised responses behind the scenes but maintain brand separation Read full review 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. Read full review I sometimes get confused about how to best target relevant customers for a specific campaign I wish I could preview a whole series flow to see how it looks before pushing it live Building out series ins't always clear when something will send and when it won't Read full review Likelihood to Renew
I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
Read full review Usability
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 interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
Read full review Support Rating
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
Read full review Implementation Rating
I didn't implement it, but it's supposed to be quite easy through Segment
Read full review Alternatives Considered
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.
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We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to serve customers relevant articles, but that might be useful to you as your scale your CS ops.
Read full review 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. Read full review Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet. Increase in efficiency for our support team to receiving tickets. Boosting registration for our on going training webinars as well as those for new product announcements. Read full review