Helpshift Reviews & Product Details

tool is fast and it was quick to understand

to many issue codes which is very complicated.

customer service

Simple UI helps improve our work, also the auto-save is helpful that will prevent forgotten of saving the job.

It sometimes takes a long time to load a case, and when I'm going to input in the case, it start to load the case again, this is very frustrating.

Outlook.com issues. The auto-save feature is helpful.

Since, I was involved in integrating help shift around two years back onto Zynga Games/Customer supports, I was impressed with the set of customizations we can have on the Help shift, categorizing issues etc.! The customer reported issues are tracking and grouped conveniently by Help shift.

I don't know, whether help shift provide metrics on the number of related issues etc. like grouping of similar issues etc.

Customer Issue reporting, feedback tracking for in-game issues are tracked via Help shift. Also, it is medium to reach out to user with the solution for his/her issue etc. by the Help shift. Help shift APIs provide a segregation and clustering of similar related issues

Easy navigation of issue tickets which makes the platform simple and neat.

unable to export reports for notes and no additional secured authentication method.

Customer Service

The live chat feature has been a game changer for us. We also enjoy the in-app chat feature where we can embed chat within our mobile app for live support.

Would love a mobile app and a cleaner database to pull data via the API for internal data joins and analysis. Also need SMS support so we can text our users via a medium they prefer and are more comfortable with.

The tool gives us an excellent way to engage with our customers, easily track, assign, and tag those interactions and have an ongoing history of our interactions with a customer.

Chat tool is very user Friendly. and have all the report you need to extract.

For chat messaging none have been observed

Provide realtime contacts to customer and support for immediate solution.

You can create your own smart views so tickets will automatically show on that folder.

The search function can be made simpler.

The tickets come in real-time and there are sort/filter options which makes it easier to find specific tickets you are looking for.

I like how clear it is when looking for my tasks.

The browse system! Sometime I can't find the email I want by its content

I have my tasks tagged so it's easy to find my work and I don't need to look for it among dozens of files

The analytics and reporting capabilities

Tedious process in creating outbound communications between merchant and communication. Lack of application integrations

Day to day communications between merchants and customers. Also improving experience based on user feedback from CSAT / DSAT Scores

Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping.

Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use.

We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues.

The ease, all of the information is in one place. It's very intuitive and user-friendly. Their customer support is top-notch!

It isn't real-time. Productivity is harder to measure when it's not in real time. Sometimes takes awhile to load, and can be glitchy.

We use them for all of our customer support. It's a great platform. Their automations are great, live chat is great.

Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime.

Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours.

Helpshift primarily helps us manage our CS requests. As one of our goals being response time; Helpshift's ability to show the age of each ticket helps in keeping track of this goal.

Easy of initial integration for gaming platform (Unity)

Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot).

Ease of initial integration and getting started. Unity plugin is a plus!

No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees.

While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) .

In App support - presentation of FAQs and an an in-App channel for logging help requests.

The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature.

Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift.

We've implemented a lot more self-help using Helpshift. The benefit is we're deflecting tickets, helping users get support faster.

The abillity to track tags through the analytics has helped us learn where we need to offer more support to our players.

We look forward to feature requests such as scaling images and video within FAQ support articles. We also look forward to seeing player FAQ journies.

We're answering questions players have before they ask them because of the analytic tools. We can see which articles are most visited and respond in articles before players reach out.

The interface is uncluttered and straightforward to use. Allows the metering of triggers, inclusion of tags and division by queues (related to each specific subject)

Drops or failures in the system directly impact the operation. The search engine is also imprecise at times, and there are difficulties in integration with the database

Helpshift facilitates the organization and division of customer requests. Allows the use of chatbots, which deflects part of the calls; as well as enables the forwarding of certain requests to specific queues

I can find everything pretty easily from the menus etc, CustomBost, etc developing is "easy". Auto answers are easy to set and manage. AI development is a great plus, though we don't at the moment have enough resources to utilize it properly, it's on the to-do list. Co-operation with success manager works swiftly and easily, Nicola always is available to answer tricky questions and gets back to us quickly!

Sometimes some occasional problems, but the HS support team has been a great help and these issues have been resolved VERY swiftly! Better mobile support, since I don't always have my laptop or PC nearby, so it would be great as a team lead to having a possibility to check tickets swiftly and easily from the mobile interface. The mobile interface could look better as well for the customer, but I hope the new Helpshift FAQ etc design comes soon for everyone!

Fast customer support experience and easy implementation into the application (Unity SDK). As well, Helpshift helps us to provide players easy to use and quick support with automation and self-service tools such as FAQ and Chatbots. Pricing and business negation with Helpshift has been always understandable and there hasn't been any problems for us regarding pricing and such.

It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options.

I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue. For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently.

Helpshift is integrated right into our game, so users can access it without leaving the app.

Clarity of the interface is my favorite part

Focus is shifting away from customer support

Single point of contact for customer inquiries