About Helpshift
Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. By reducing the number of incoming support requests with an in-app knowledge base and leveraging in-depth user and device data to proactively engage mobile customers with targeted push notifications & in-app surveys, Helpshift’s customer care suite has proven to improve agent resolution times and increase user satisfaction with their in-app experience.
Helpshift understands the importance of meeting customers in their preferred context and continues to makes it easier for businesses, large and small, to care for their customers through in-app FAQ's, in-app Chat, and relevant device data, to provide customer care throughout the mobile user's experience.
Pricing starting from:
N/A
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Helpshift
Key benefits of Helpshift
Devices
Business size
Markets
Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States and 5 others
Supported Languages
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant and 21 others
Pricing starting from:
N/A
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Helpshift
Images
Features
Total features of Helpshift: 87
- @mentions
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Auto-Responders
- Automated Routing
- CRM
- Call Center Management
- Call Recording
- Call Routing
- Campaign Management
- Canned Responses
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Data Visualization
- Document Storage
- Email Management
- Email Templates
- Employee Management
- Event Triggered Actions
- Feedback Management
- File Sharing
- Full Text Search
- Geotargeting
- Help Desk Management
- Inbox Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Network Monitoring
- Offline Access
- Offline Form
- Performance Metrics
- Prioritization
- Proactive Chat
- Queue Management
- Real Time Data
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- Visual Analytics
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management
Alternatives
Salesforce Service Cloud
Kustomer
Zoho Desk
Zendesk
Reviews
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- Industry: Outsourcing/Offshoring
- Company size: 201-500 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Effective Ticketing Software for Chats
Reviewed on 2020/02/20
We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay...
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.
Pros
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.
Cons
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.
Alternatives Considered
KustomerReasons for Choosing Helpshift
We were looking for a better tool for In App Messaging.Switched From
Zendesk- Industry: Computer Games
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Customer facing first
Reviewed on 2017/03/27
HelpShift has been a paradigm shift in terms of quality and up to date support for our users....
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.
Pros
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.
Cons
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.
- Industry: Internet
- Company size: 501-1 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 6.0 /10
Good platfom to reply Mobile app support tickets, but it lacks features.
Reviewed on 2018/10/16
It does the basic job of getting a ticket and responding, splitting incoming tickets into queues,...
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.
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 201-500 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Review as a Team leader
Reviewed on 2021/08/20
Efficient
Efficient
Pros
Ease of use
Can create different types of views as per the requirement
Reports and analysis
Cons
Can't export to tickets in excel
Slow while assigning tickets in bulk
Alternatives Considered
Salesforce Service CloudReasons for Switching to Helpshift
In game support- Industry: Entertainment
- Company size: 51-200 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Helpshift has improved our support significantly
Reviewed on 2017/03/27
The service itself is of good level, especially the integration in the game is of good value. Also...
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.
Pros
Easy to use in the game and quite easy integration
Helpshift FAQs
Below are some frequently asked questions for Helpshift.Q. What type of pricing plans does Helpshift offer?
Helpshift offers the following pricing plans:
- Pricing model: Free Version, Subscription
- Free Trial: Available
Helpshift's pricing model is based off of completed customer service interactions -- meaning you only pay for the issues that you resolve with Helpshift. Agents are completely free!
Q. Who are the typical users of Helpshift?
Helpshift has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does Helpshift support?
Helpshift supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant
Q. Does Helpshift support mobile devices?
Helpshift supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Helpshift integrate with?
Helpshift integrates with the following applications:
Campaign Monitor, Constant Contact, Dropbox Business, Facebook for Business, Gmail, Google Analytics, Google Calendar, Mailchimp, QuickBooks Online Advanced, Salesforce Sales Cloud, Twitter, Zendesk
Q. What level of support does Helpshift offer?
Helpshift offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
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