What users are saying about
9 Ratings
26 Ratings
9 Ratings
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Score 7.8 out of 100
26 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Incident and problem management

    6.4

    Helpshift

    64%

    SnapEngage

    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%

    SnapEngage

    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%

    SnapEngage

    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 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.1

    Helpshift

    91%
    4 Ratings
    7.5

    SnapEngage

    75%
    13 Ratings

    Likelihood to Renew

    Helpshift

    N/A
    0 Ratings
    9.0

    SnapEngage

    90%
    4 Ratings

    Usability

    9.0

    Helpshift

    90%
    1 Rating

    SnapEngage

    N/A
    0 Ratings

    Support Rating

    9.1

    Helpshift

    91%
    4 Ratings
    5.0

    SnapEngage

    50%
    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

    SnapEngage

    It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.
    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

    SnapEngage

    • Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
    • We can see which of our team members are available, busy, or not-available.
    • Ability to see some biographical information of chatters and to sync information with Salesforce.
    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

    SnapEngage

    • The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
    • Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!
    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.

    SnapEngage

    Starting Price

    $60 per month

    Editions & Modules

    SnapEngage editions and modules pricing
    EditionModules
    Business60/month1
    Plus140/month2
    Premier420/month3

    Footnotes

    1. includes 4 agents licenses
    2. includes 8 agent licenses, premium integrations
    3. includes 16 agent licenses, premium integrations, advanced features

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Enterprise plans are also available and are custom tailored to the business' specific needs.

    Likelihood to Renew

    Helpshift Inc.

    No answers on this topic

    SnapEngage

    I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.
    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

    SnapEngage

    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

    SnapEngage

    I have never needed to contact them for support.
    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

    SnapEngage

    We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.
    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

    SnapEngage

    • It has allowed us to provide more service with a much smaller team than our phone team.
    • It provides us with data helpful to not only ourselves, but our marketing team as well.
    • It's customizable so it allows us to create and update our platforms immediately when needed.
    Read full review

    Screenshots

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