TrustRadius Insights for Helpshift are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
User-friendly interface and ease of use: Many users have praised Helpshift for its user-friendly interface and ease of use. They find the tool intuitive and straightforward, making it easy to navigate menus and access features.
In-app chat feature: The in-app chat feature is considered a game-changer by many users. It allows them to contact support without exiting the app, which saves time and provides a seamless customer experience.
Proactive bot flows: Users have highly praised the bot flows in Helpshift for proactively addressing their concerns. The ability to interact with bots and find self-help solutions quickly is appreciated by many users as it helps them resolve issues more efficiently.
Helpshift is not used by an entire organization, but by my company, basically the agents who provide customer service for the operational part of the product, who have to explain flows, invoice details and things like that.
Pros
FAQ
triggers by Google extensions
customer service
chat priority
Cons
It has bugs but they are fixed quickly.
Likelihood to Recommend
A scenario where Helpshift is suitable is in customer service via chat and the scenario where Helpshift is not suitable is in customer service via email, for this we use another platform.
Helpshift is extremely useful and is used as a way for us to handle support tickets across our game portfolio. It makes it very for us to share issues within the team and to directly show to the various teams if they need sources/examples.
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.
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.
Our customer support team uses Helpshift. It currently covers our email, web forms, and live chats on the web. We enjoy the platform and how it is multi-channel for those areas. We don't use Helpshift in any other department, just our customer support, but we've been using it for five years and we've enjoyed their services.
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.
Likelihood to Recommend
If your customer support is pretty basic and you want to use a lot of AI, Helpshift is fantastic and has a great offering and excellent support. Our company is more of a person to person, no robot type of situation, focused on the newer generation so we rely on SMS and Apple Business Chat for half of our customer interactions, which is not something Helpshift currently supports.
Helpshift is used by our company in our customer service department. Helpshift is being implemented into all of our new software titles along with most of our legacy titles. Our customer service department receives on average over 100 emails from users each and every day. Normal email solutions would not be able to handle this volume of emails.
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.
Likelihood to Recommend
When you have a queue of 500+ customer service emails it is very helpful to be able to easily organize the tickets based on the software in which they originated. Rather than sifting through that many emails, you can go to a particular software application and just view the tickets for that application. The info that is displayed on each ticket while in a list of tickets for an individual project is very useful as it shows the status of the ticket and the software platform at a quick glance.
