Helpshift Reviews & Product Details

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

The organizational process is relatively easy once you learn the work flow. Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support. The Analytics section covers all the baseline info I like to see and more.

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs. FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.

Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ.

Solves a lot of challenges with supporting mobile apps in one package.

Expensive and very obviously designed to make basic operations cumbersome and not iser friendly, pushing you to higher plans (double the price). The sales process is not very transparent in this sense, ie explaining that the most basic of operations is a lot more of a hassle than comparable tools.

A smooth mobile support solution for customers with way less implementation effort than ZenDesk.

I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords.

I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response.

Helpshift allows us to be in contact with our clients. The benefit of Helpshift is being able to see the metadata of the device a customer is using because it helps with diagnosing an technical issues. A lot of or clients have issues with remembering their information to log into their account. So the option for them to do a live chat with one of our agents is essential in providing a quick response/solution to their problem.

es un buen crm para mobile app. tags y q/a bueno

las métricas no son muy adaptables , podrian mejorar los reportings y monitoring

priorizacion, gestion de colas y categorias de issues

Being able to analyze data with Power BI which helps us to understand players even more.

Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want.

Helpshift helps to answer player more efficiently.