Overview
What is Helpshift?
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
Helpshift review
Fantastic way to handle support tickets
Helpshift is user-friendly and adaptable for many different types of businesses.
CS email system that can handle most anything.
Pricing
Starter
$150.00
Enterprise
Please contact Helpshift
Growth
Please contact Helpshift
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $150 per month issue
Product Demos
[DEMO] Helpshift Product Overview Video - 2022
[DEMO] Chat Conversational Help - Helpshift, the only mobile-first customer service platform
[DEMO] Help Bots & Automation - Helpshift, the world's only mobile-first customer service platform
[DEMO] Custom Bot Builder - Helpshift, the world's only mobile-first customer service platform
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Helpshift?
Helpshift Video
Visit https://fast.wistia.com/embed/medias/5thooeit87 to watch Helpshift video.
Helpshift Competitors
Helpshift Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(9)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
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)Helpshift review
- FAQ
- triggers by Google extensions
- customer service
- chat priority
- It has bugs but they are fixed quickly.
- customer service
- distribution of chats by queues
- priority possibility
- view chat history
- 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
- External knowledge base
- 10%1.0
- Internal knowledge base
- 100%10.0
- 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 Chat (formerly Zopim)
Fantastic way to handle support tickets
- 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.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 80%8.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- Ticket response
- 100%10.0
- External knowledge base
- 80%8.0
- Internal knowledge base
- N/AN/A
- Customer portal
- N/AN/A
- IVR
- N/AN/A
- Social integration
- N/AN/A
- Email support
- 90%9.0
- Help Desk CRM integration
- N/AN/A
- It's great to get a rough count of how players may feel about a specific event or release.
- 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.
- 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
- External knowledge base
- 100%10.0
- Internal knowledge base
- 90%9.0
- 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.
CS email system that can handle most anything.
- 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.
- 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
- External knowledge base
- 60%6.0
- Internal knowledge base
- 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.