TrustRadius: an HG Insights company

Helpshift

Score8 out of 10

10 Reviews and Ratings

Get a Demo

What is Helpshift?

Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Helpshift has to offer, as determined by TrustRadius' reviewers.
Based on 10 ratings of Helpshift's features
View all features

Top Performing Features

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

  • Internal knowledge base

    Internal knowledge base helps agents answer customers' support questions.

    Category average: 8.3

Areas for Improvement

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.2

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8.2

Reviews

What users are saying about Helpshift.
View all reviews

Helpshift review

Amanda de CarliView profile
Assistente de Costumer Experience in Customer Service at will bank (501-1000 employees employees)

Pros

  • FAQ
  • triggers by Google extensions
  • customer service
  • chat priority

Cons

  • It has bugs but they are fixed quickly.

Most Important Features

  • customer service
  • distribution of chats by queues
  • priority possibility
  • view chat history

Return on Investment

  • fast customer service
  • greater tpr control
  • c-SAT

Alternatives Considered

Zendesk Chat (formerly Zopim)

Other Software Used

Playvox, Qulture.Rocks, Zendesk Chat (formerly Zopim)

Helpshift is user-friendly and adaptable for many different types of businesses.

Incentivized
Angel Brockbank
Director of Customer Experience in Customer Service at Chatbooks (51-200 employees employees)

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.

Cons

  • We really need SMS/Apple Business Chat as a platform for our customers and they don't yet offer that, so we have to use a completely separate platform to offer that, which separates our team's focus and resources and is hard to manage.
  • As they create new features to keep up with the competitors most of their new offerings cost additional amounts, which increases our expenses.
  • We use the platform differently than most of their customers, so we have to do "workarounds" to make things work for us, but we've been able to manage with their current offering so far.

Return on Investment

  • Our customer satisfaction level has definitely improved and customers enjoy the interaction with the platform, which leads to returning customers.
  • Helpshift has been reasonably priced for us so far and has helped us stay within our budget.
  • We haven't been able to solve our SMS/Apple Business Chat needs yet, so we're having to use a separate platform for that half of our customer interactions.

Usability

Alternatives Considered

Zendesk, Zendesk Chat (formerly Zopim), Freshdesk and Intercom

Other Software Used

Slack, Tableau Online, Stripe

Fantastic way to handle support tickets

Incentivized
Verified User
Manager in Social Media (501-1000 employees employees)

Pros

  • It's very easy to use. Everything is straight forward and their support team is fairly easy to contact if you need assistance.
  • User ticket history is made available. It makes it very easy to check if the customer you're working with has any history of abusing support agents or to see if something they're saying doesn't check out with what they're currently saying.

Cons

  • The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization).
  • Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone.

Return on Investment

  • It's great to get a rough count of how players may feel about a specific event or release.

Other Software Used

Agorapulse, AppFollow

CS email system that can handle most anything.

Incentivized
Verified User
Analyst in Quality Assurance (51-200 employees employees)

Pros

  • Great at creating the atmosphere of a conversation or online chat like experience to engage both the customer service representative and the customer.
  • Provides great detail to the current status of a ticket at a quick glance
  • The meta data that is recorded when customer service receives a ticket is a very important tool needed to help resolve the customers problem or question.

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.

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.

Alternatives Considered

Zendesk

Other Software Used

Treasure Data, Leanplum, Kochava, JIRA Software

Related Products

Products similar to Helpshift that may also meet your needs.
All comparisons
Zendesk Suite
CompareLearn more
Salesforce Agentforce Service
CompareLearn more
Genesys DX (discontinued)
CompareLearn more