Helpshift review
September 01, 2021

Helpshift review

Amanda de Carli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Helpshift

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

Do you think Helpshift delivers good value for the price?

Yes

Are you happy with Helpshift's feature set?

Yes

Did Helpshift live up to sales and marketing promises?

Yes

Did implementation of Helpshift go as expected?

Yes

Would you buy Helpshift again?

Yes

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 Feature Ratings

Organize and prioritize service tickets
6
Expert directory
4
Subscription-based notifications
7
ITSM collaboration and documentation
5
Ticket creation and submission
10
Ticket response
10
External knowledge base
1
Internal knowledge base
10
Customer portal
6
IVR
3
Social integration
8
Email support
3
Help Desk CRM integration
5