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.
Read full review
We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
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 It allows to mange full customer support process to see how many customer care specialists online. If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket. It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers. It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question. It gives an opportunity to write direct messages to your clients when they are online. It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website. 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 Price point is a little on the high side, making it difficult for some small businesses to justify. When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous. Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another. 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.
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.
Read full review
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
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.
Read full review
I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.
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 LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike. It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to. Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion. Read full review