What users are saying about
9 Ratings
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Score 7.8 out of 100
13 Ratings
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Score 5 out of 100

Feature Set Ratings

    Incident and problem management

    6.4

    Helpshift

    64%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 6/6 features

    Organize and prioritize service tickets

    5.5
    55%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    3.7
    37%
    4 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    6.4
    64%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    4.6
    46%
    3 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.1
    91%
    3 Ratings
    N/A
    0 Ratings

    Ticket response

    9.1
    91%
    4 Ratings
    N/A
    0 Ratings

    Self Help Community

    5.0

    Helpshift

    50%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 2/2 features

    External knowledge base

    1.0
    10%
    4 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    9.1
    91%
    3 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    4.6

    Helpshift

    46%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 5/5 features

    Customer portal

    5.5
    55%
    3 Ratings
    N/A
    0 Ratings

    IVR

    2.7
    27%
    1 Rating
    N/A
    0 Ratings

    Social integration

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Email support

    2.8
    28%
    4 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    4.6
    46%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Helpshift is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    9.1

    Helpshift

    91%
    4 Ratings
    6.7

    Microsoft Parature (Discontinued)

    67%
    10 Ratings

    Likelihood to Renew

    Helpshift

    N/A
    0 Ratings
    6.1

    Microsoft Parature (Discontinued)

    61%
    10 Ratings

    Usability

    9.0

    Helpshift

    90%
    1 Rating
    2.0

    Microsoft Parature (Discontinued)

    20%
    2 Ratings

    Availability

    Helpshift

    N/A
    0 Ratings
    7.5

    Microsoft Parature (Discontinued)

    75%
    4 Ratings

    Support Rating

    9.1

    Helpshift

    91%
    4 Ratings
    1.0

    Microsoft Parature (Discontinued)

    10%
    2 Ratings

    Likelihood to Recommend

    Helpshift Inc.

    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

    Microsoft

    The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
    Read full review

    Pros

    Helpshift Inc.

    • 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

    Microsoft

    • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
    • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
    • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
    Read full review

    Cons

    Helpshift Inc.

    • 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

    Microsoft

    • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
    • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
    • Support was often unresponsive when contacted for unplanned problems.
    • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
    • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
    Read full review

    Pricing Details

    Helpshift

    Starting Price

    $150 per month issue

    Editions & Modules

    Helpshift editions and modules pricing
    EditionModules
    Starter$150.001
    EnterprisePlease contact Helpshift2
    GrowthPlease contact Helpshift3

    Footnotes

    1. per month Issue
    2. per month Issue
    3. per month Issue

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional 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.

    Microsoft Parature (Discontinued)

    Starting Price

    Editions & Modules

    Microsoft Parature (Discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Helpshift Inc.

      No answers on this topic

      Microsoft

      Parature has been the best option for this campus in terms of what we use it for and there is no alternative
      Read full review

      Usability

      Helpshift Inc.

      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

      Microsoft

      It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
      Read full review

      Reliability and Availability

      Helpshift Inc.

      No answers on this topic

      Microsoft

      They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
      Read full review

      Support Rating

      Helpshift Inc.

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

      Microsoft

      Nothing ever seemed to get resolved
      Read full review

      Alternatives Considered

      Helpshift Inc.

      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

      Microsoft

      There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
      Read full review

      Return on Investment

      Helpshift Inc.

      • 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

      Microsoft

      • Parature allows for better Customer Service
      • Can follow up automatically for tickets
      • Will automatically close tickets that haven't been responded to.
      • Allows customers to reopen tickets easily and not allow them to be missed.
      Read full review

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