What users are saying about
9 Ratings
9 Ratings
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Score 7.8 out of 100
Top Rated
30 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    6.4

    Helpshift

    64%

    SAP Extension Suite

    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%

    SAP Extension Suite

    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%

    SAP Extension Suite

    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 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.1

    Helpshift

    91%
    4 Ratings
    9.0

    SAP Extension Suite

    90%
    20 Ratings

    Usability

    9.0

    Helpshift

    90%
    1 Rating

    SAP Extension Suite

    N/A
    0 Ratings

    Support Rating

    9.1

    Helpshift

    91%
    4 Ratings

    SAP Extension Suite

    N/A
    0 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

    SAP

    The SAP Extension Suite (formerly a component of SAP Cloud Platform) made it simple to share components between development teams and to move applications fast and easily from development through quality assurance testing and, eventually, production. It's very advantageous to have version control, access control, and application monitoring built in. Our development team found it simple to understand and use, and it was also adaptable enough to combine with our current apps and systems.
    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

    SAP

    • Reduces the length and cost of system development and integration
    • Empowers developers to acquire a new skill to deliver applications and other services efficiently
    • Enabled the innovation team to transform the way services are accessed and delivered
    • Ensures scalability of apps used simultaneously by thousands of customers
    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

    SAP

    • Well, not that it has many cons to point out only that you may encounter unforeseen events during your use of the system which the documentation may or may not have a solution for. I think that is normal with any other system.
    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.

    SAP Extension Suite

    Starting Price

    Editions & Modules

    SAP Extension Suite 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

      Pricing Info

      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

      SAP

      No answers on this topic

      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

      SAP

      No answers on this topic

      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

      SAP

      We have been able to work in a much more agile way with SAP Extension Suite, and there is a lot of excitement that developing with this platform is significantly faster. SAP Extension Suite is the perfect fit to build great-looking applications that work on any form factor, be it [a] smartphone, laptop, or tablet, and within budget.
      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

      SAP

      • Faster development cycle due to native integration with SAP products
      • Negative short-term ROI due to the lack of training material and significant differences with the previous version of the same tool (SAP Web IDE)
      • Tighter integration with corporate programming guidelines since SAP Extension Suite offers great integration with DevOps pipeline solutions
      Read full review

      Screenshots

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