Item: Helpshift
Rating: 9
Author: Angel Brockbank

Use Cases and Deployment Scope

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 and Cons

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.

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

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.

Support Rating

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.

Alternatives Considered

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

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.

Other Software Used

Slack, Tableau Online, Stripe

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.

Users and Roles

65 - Customer Support Team

Support Headcount Required

2 - Our internal development team helps support the integration and any changes. Not too much skill required.

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

Overall Satisfaction with Helpshift