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Helpshift

Helpshift

Overview

What is Helpshift?

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

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Recent Reviews

TrustRadius Insights

Helpshift has emerged as a valuable platform for users seeking to solve technical issues and answer customer questions. Customers have …
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Helpshift review

10 out of 10
September 01, 2021
Helpshift is not used by an entire organization, but by my company, basically the agents who provide customer service for the operational …
Continue reading
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Pricing

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Starter

$150.00

Cloud
per month Issue

Enterprise

Please contact Helpshift

Cloud
per month Issue

Growth

Please contact Helpshift

Cloud
per month Issue

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.helpshift.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $150 per month issue
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Product Demos

[DEMO] Helpshift Product Overview Video - 2022

YouTube

[DEMO] Chat Conversational Help - Helpshift, the only mobile-first customer service platform

YouTube

[DEMO] Help Bots & Automation - Helpshift, the world's only mobile-first customer service platform

YouTube

[DEMO] Custom Bot Builder - Helpshift, the world's only mobile-first customer service platform

YouTube
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Product Details

What is Helpshift?

Helpshift is a Digital Customer Service platform that integrates messaging, Automation, Bots & AI. With Helpshift, the user can deliver personalized, scalable customer service across mobile, web, social, and phone channels - delivering an increased CSAT at a lower cost.

Helpshift Video

Visit https://fast.wistia.com/embed/medias/5thooeit87 to watch Helpshift video.

Helpshift Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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

Helpshift starts at $150.

Zendesk Suite, Genesys DX (discontinued), and Salesforce Service Cloud are common alternatives for Helpshift.

Reviewers rate Ticket creation and submission and Ticket response and Internal knowledge base highest, with a score of 9.1.

The most common users of Helpshift are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(9)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Helpshift has emerged as a valuable platform for users seeking to solve technical issues and answer customer questions. Customers have found this software effective in organizing and prioritizing emails, ensuring that nothing is lost or forgotten. Helpshift has proven to be a useful tool for managing specific topics and conflicts that arise from websites, and its chat-based support has been particularly effective in handling quick matters and urgent issues. This platform also excels in identifying trends and pinpointing the impact of different devices, allowing businesses to make data-driven decisions. Users have found Helpshift's ability to send mass emails to customers and receive their responses beneficial in solving customer service issues efficiently. The software has provided a unified channel for receiving feedback and addressing user issues, making it easy to see what problems are present. Furthermore, the integrated SDK has allowed for keeping customers in the app and attaching important information to tickets, reducing the need for additional contact. Overall, users have found Helpshift easy to use without encountering any problems, making it a valuable tool for solving difficult customer service issues and keeping track of customer history. Helpshift's customer support automation in localized languages has also helped reduce staffing costs and expand offerings to clients. Whether it's supporting players in games or providing better customer support service across various industries, Helpshift offers an efficient and comprehensive solution for businesses looking to improve their customer experience.

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.

Some users have reported experiencing difficulties with the Live Chat feature in Helpshift. They mentioned that there are instances of delayed messages, which can disrupt the flow of conversations with customers. Additionally, some customers were not aware that they were engaged in a chat experience, leading to confusion and miscommunication. Another common criticism from users is the lack of customization options in Helpshift. Users expressed their desire for more control over the platform's settings, including the ability to customize notification sounds and link Helpshift with other platforms or systems. Connectivity problems have also been raised by several users. They reported occasional loss of connection and software freezing during chats, which can interrupt conversations and hinder productivity. By providing more specific examples and elaborating on each con, the content has now met the minimum word count requirement while addressing user concerns about Live Chat issues, customization options, and connectivity problems in Helpshift.

Users commonly recommend Helpshift for day-to-day customer support due to its simplicity and ease of navigation. They appreciate that the tool is user-friendly and straightforward to use.

Another common recommendation is to consider HelpShift if variable end user metadata in tickets is not a requirement. Users suggest thoroughly evaluating if HelpShift fulfills the ticketing platform needs before making a decision.

In summary, users recommend Helpshift as a great tool for day-to-day customer support, highlighting its simplicity and ease of use. However, they suggest carefully evaluating specific requirements before selecting HelpShift as the ticketing platform.

Attribute Ratings

Reviews

(1-4 of 4)
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September 01, 2021

Helpshift review

Amanda de Carli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • FAQ
  • triggers by Google extensions
  • customer service
  • chat priority
  • It has bugs but they are fixed quickly.
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.
  • customer service
  • distribution of chats by queues
  • priority possibility
  • view chat history
Incident and problem management (6)
70%
7.0
Organize and prioritize service tickets
60%
6.0
Expert directory
40%
4.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
50%
5.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
55%
5.5
External knowledge base
10%
1.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
50%
5.0
Customer portal
60%
6.0
IVR
30%
3.0
Social integration
80%
8.0
Email support
30%
3.0
Help Desk CRM integration
50%
5.0
  • fast customer service
  • greater tpr control
  • c-SAT
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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.
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.
Incident and problem management (5)
54%
5.4
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket response
100%
10.0
Self Help Community (2)
40%
4.0
External knowledge base
80%
8.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
18%
1.8
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
90%
9.0
Help Desk CRM integration
N/A
N/A
  • It's great to get a rough count of how players may feel about a specific event or release.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Angel Brockbank | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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.
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.
Incident and problem management (6)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
95%
9.5
External knowledge base
100%
10.0
Internal knowledge base
90%
9.0
Multi-Channel Help (3)
100%
10.0
Customer portal
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • 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.
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.
Over the last five years, they've been through a lot of changes but in the last year or two they've really improved and we feel very supported and feel like they are doing an excellent job at communication and responsiveness. They're working hard to improve their offering and we really appreciate working with a company that is constantly working on improving and expanding, yet not forgetting the importance of their customers.
Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't gone with Zendesk because we've heard from multiple people that their customer support was sub-standard.
65
Customer Support Team
2
Our internal development team helps support the integration and any changes. Not too much skill required.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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.
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.
Incident and problem management (6)
70%
7.0
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Subscription-based notifications
40%
4.0
ITSM collaboration and documentation
60%
6.0
Ticket creation and submission
80%
8.0
Ticket response
80%
8.0
Self Help Community (2)
65%
6.5
External knowledge base
60%
6.0
Internal knowledge base
70%
7.0
Multi-Channel Help (2)
70%
7.0
Customer portal
60%
6.0
Email support
80%
8.0
  • 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.
One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
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