Effective Ticketing Software for Chats
We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.
The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.
Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.
Customer facing first
HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.
Helpshift is a great user experience, and integrates easily with our products.
The easily updatable FAQs have been a massive win for me over other competing products.
The analytics are thin and not quite usable.
Management of user roles is extremely limited and messy (not able to add admins to groups).
Views are a nightmare to manage as an admin and its far to easy to break them.
Advanced Chat Portal to use
Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.
No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,
Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.
Exceptional Customer Service Platform!
Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift!
Bait & Switch
The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.
Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern
Customer service was terrible. The bait & switch pricing. On renewal they wanted to up our pricing by 500%
Good platfom to reply Mobile app support tickets, but it lacks features.
It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.
The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.
it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.
Easy to use tool
Its really good easy to handle
Chasing bugs in the Helpshift platform
Quite easy to set up, covers basic needs for customer care solution
On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base.
HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.
Powerfull Customer Satisfaction Tool
Our customers loved us more after we gave them Helpshift
We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system. Helpshift makes it great when our users get into a jam ... because they get to learn, talk, and get out of the jam - without having to go to email or a website.
It's expensive, but worth it
We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent.
We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems.
Ease of use both from a customer's and agent's perspective
Pricier than other solutions
Helpshift has improved our support significantly
The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues.
The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.
Easy to use in the game and quite easy integration
Artificial intelligence is the future,so is Helpshift.
Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.
In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product.
Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..
We have used this for less than a six month period,however I have been satisfied with the quality of service so far.
Helpshift provides easy customer support at a cost
The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.
The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part.
Right Tool for Customer Relationship Services
For localized Customer Relationship Management it is the one solid product can give you what you want. It also eases to use.
Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM. The dashboard also provides the feature for localizing your FQAs for users which is quite powerful.
If you’re using Helpshift for your mobile apps, SDK upgrades may need users permissions mostly for Android and iOS platforms. Other than that Customer Support of Helpshift is very quick to respond when you need it.
Need more Improvement
I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot.
Downtime or issue is less
Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.
Huge fan of Helpshift
Service reviewed from a software contractor/developer/team lead point of view
We we're using the service when doing subcontracting for Suunto Oy Mobile App development project. I don't really have a very deep dive experience of the service, but the times I used or integrated the service to an Android App it was easy to use, and came with easy to understand instructions.
Easy to use as a developer and system administrator. Helps a lot when integrating FAG type of instructions to a mobile app.
No cons due to lack of experience