Helpshift

Helpshift

Digital customer service platform and ticketing system

(0 reviews)

Helpshift Overview

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
US$0,00/year
Pricing options
Free Trial
Free
Subscription

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Helpshift Pricing

Starting from
US$0,00/year
Pricing options
Free Trial
Free
Subscription

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!

Helpshift Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Third Party Integration
  • Workflow Management

  • Contact History
  • Monitoring
  • Real Time Monitoring
  • Surveys & Feedback

Additional information for Helpshift

Key features of Helpshift

  • @mentions
  • API
  • Activity dashboard
  • Application security
  • Artificial intelligence (AI)
  • Auto-responders
  • Business intelligence
  • CSAT
  • Campaign analysis
  • Campaign management
  • Case management
  • Chat
  • Chat bot
  • Client portal
  • Collaboration tools
  • Collaborative workspace
  • Customer accounts
  • Customer experience management
  • Customer history
  • Customer segmentation
  • Customer service analytics
  • Customer support tracking
  • Customizable branding
  • Customizable reporting
  • Data visualization
  • Email notifications
  • Employee management
  • Event triggered actions
  • Feedback collection
  • Full text search
  • Gamification
  • Groups
  • Help desk integration
  • Help desk management
  • Inbox management
  • Instant messaging
  • Knowledge base
  • Knowledge management
  • Mobile, native in-app chat
  • Mobile, native in-app messaging & push notifications
  • Multi-campaign
  • Multi-channel communication
  • Multi-channel management
  • Multi-language
  • Offline access
  • Performance reports
  • Prioritizing
  • Real time data
  • Reporting & statistics
  • Request routing
  • Rules based algorithms
  • Search functionality
  • Self service portal
  • Solicitations
  • Tagging
  • Third party integration
  • Ticket management
  • Trouble ticketing
  • Visual analytics
  • Workflow management

Benefits

  • Helpshift enables app users to send messages to teams running the app, without interrupting their own user experience.

  • Messages from users flow into the Helpshift dashboard in real-time, where teams can manage, prioritize and then respond to conversations quickly.

  • Helpshift sends push and in-app notifications to bring users back into the app, increasing app engagement.

  • With FAQs native and locally cached inside the app, users can access the FAQ even when they're offline. Users can self-serve and instantly find answers to their problems.

  • FAQs can be localised in multiples languages. Helpshift's mobile SDK can automatically detect the users language settings to deliver FAQs in the relevant language.

  • GetApp Analysis

    Reducing churn and promoting engagement are at the top of every company’s to-do list. Helpshift is a web-based solution that helps organizations work toward those goals with advanced tools designed to improve mobile customer service and simplify customer support operations.

    Product managers, c-level executives, app developers, and customer support managers can use Helpshift to promote loyalty and engagement, understand customers beyond traditional tickets and ratings, and feel more confident knowing they’re making the right product decisions. Key features include automations, searchable native FAQs, in-app messaging and chat, and push message campaigns. Helpshift also provides managers with the ability to organize tickets by sorting issues and segmenting issues based on priority, language, and issue status.

    Create & Publish FAQs

    What is Helpshift?

    Helpshift solves issues quickly with direct two-way customer messaging and native FAQs, which deflect up to 90% of tickets. The cloud-based solution delivers scalable customer support for both web and mobile apps, with an SDK that’s installed on more than 1.3 billion devices worldwide.

    Organizations that use Helpshift can expect reduced mobile churn, along with improved loyalty and engagement. In order to achieve this, the app relies on a combination of ticketing, native FAQs, in-app chat, in-app campaigns, and in-app surveys. When mobile users have issues with the apps they’re using, Helpshift provides them with the ability to report bugs or find solutions to their problems without having to Google to search for answers.

    Advanced capabilities within Helpshift are designed to prevent app users from sending blank messages or spam messages to developers. In order to send a message, the app must be installed on the user’s device and the user must describe the problem he or she is experiencing. Helpshift’s SDK also provides a significant amount of user information, which agents are able to use to diagnose and resolve customer queries in an efficient manner. Customer meta data is also available to segment and prioritize issues based on the behavior of individual app users.

    Issues Dashboard

    Helpshift Main Features

    Smart Views

    Smart Views are an important part of Helpshift, since they provide agents with a way to segment issues based on tags or other criteria. Tickets can be assigned to certain agents based on topic, language, or urgency, and they can be organized in a way that prioritizes the support offered to a company’s most valuable customers.

    Using the Smart View editor, you can segment incoming tickets by priority, language, or issue status. You can use the multi-select feature to create Smart Views with multiple options, as well. Or, you can create a single Smart View to see only iOS issues for multiple apps or only those issues that are in need of a response. One of the most strategic ways to take advantage of this feature is by creating a Smart View with issues that need to replied to urgently.

    Smart Views

    Automations

    Helpshift’s automations keep teams on track. Agents are able to automate responses and set up assignment rules based on pre-defined business logic. The automation feature provides busy teams with a way to quickly sort and process incoming issues without the need for additional staffers or resources.

    Helpshift’s automation feature can be broken down into two main solutions: new issue automation and auto-resolve automations. New issue automations are messages that go out to app users automatically based on the metadata they provide, and they are ideal for teams that manage a high volume of tickets. Meanwhile, auto-resolve automation sends messages to users who haven’t responded to issues after a pre-determined period of time (like 7 days or 2 weeks). This feature was designed to aid organizations in improving customer satisfaction rates.

    Editing Automations

    Searchable Native FAQs

    With searchable native FAQs, app users don’t have to scroll through pages and pages of text to find the answer to their questions. Instead, a search bar brings up suggestions for user as they type in real-time. Helpshift’s native FAQs are localized in 34 languages, and they support rich media, like video and images.

    In-app FAQ pages serve as an invisible assistant for app users, enabling self-sufficient users to find their own answers to questions without any delays or response times. Opting for a native FAQ solution means your users will be able to search and view content without having to download it from the web. Native FAQs also establish a feedback loop to help you refine your content based on customer search habits and preferences.

    Searchable FAQs

    In-App Messaging & Chat

    Helpshift facilitates direct two-way communication between users and support agents or developers. This communication occurs in a way that looks and feels native to the app’s experience.

    Use the in-app messaging and chat feature to have direct conversations with your users. Your agents can use canned responses to reply to common questions faster with standard responses. In-app messaging also helps you collect feedback at scale, with the ability to re-direct unhappy customers to leave feedback with your support team rather than posting a negative review online.

    In-App Conversations

    Push Notifications

    Push messaging campaigns provide a way for developers and agents to proactive engage every customer who launches their mobile apps. Often, this means sending out things like version update notifications, in-app surveys, special offers for high value users, and solicitations for in-app feedback.

    If you sit back and watch how users interact with your app at scale, you’ll be better prepared to send highly-personalized messages based on user actions and behaviors inside the app. For example, if it looks like a particular user is getting stuck on one level of your gaming app, then you could send him a guide for completing that level or an in-app survey to find out what’s stopping him from moving forward.

    Push Notifications

    Helpshift Integrations

    New users can install the Helpshift SDK quickly with the Helpshift Integration Assistant app or they can opt to install the Helpshift SDK manually using the company’s integration guide.

    Helpshift Pricing

    Small organizations can take advantage of Helpshift’s Starter plan for free. Upgraded features are available with the company’s Pro plan, which costs $150 per month for up to three team members. An Enterprise plan with custom pricing is also available for larger organizations.

    Helpshift Bottom Line

    • Delivers scalable customer support for web and mobile apps
    • Ensures the mobile experience stays in-channel and in-context
    • In-app chat allows users to communicate directly with prepared support agents
    • SDK installed across more than 1.3 billion devices
    • Aims to reduce mobile churn and build loyalty

    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:

    Starting from: US$0,00/year

    Pricing model: Free, 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. What are the main features of Helpshift?

    Helpshift offers the following features:

    • @mentions
    • API
    • Activity dashboard
    • Application security
    • Artificial intelligence (AI)
    • Auto-responders
    • Business intelligence
    • CSAT
    • Campaign analysis
    • Campaign management
    • Case management
    • Chat
    • Chat bot
    • Client portal
    • Collaboration tools
    • Collaborative workspace
    • Customer accounts
    • Customer experience management
    • Customer history
    • Customer segmentation
    • Customer service analytics
    • Customer support tracking
    • Customizable branding
    • Customizable reporting
    • Data visualization
    • Email notifications
    • Employee management
    • Event triggered actions
    • Feedback collection
    • Full text search
    • Gamification
    • Groups
    • Help desk integration
    • Help desk management
    • Inbox management
    • Instant messaging
    • Knowledge base
    • Knowledge management
    • Mobile, native in-app chat
    • Mobile, native in-app messaging & push notifications
    • Multi-campaign
    • Multi-channel communication
    • Multi-channel management
    • Multi-language
    • Offline access
    • Performance reports
    • Prioritizing
    • Real time data
    • Reporting & statistics
    • Request routing
    • Rules based algorithms
    • Search functionality
    • Self service portal
    • Solicitations
    • Tagging
    • Third party integration
    • Ticket management
    • Trouble ticketing
    • Visual analytics
    • Workflow management

    Q. Who are the typical users of Helpshift?

    Helpshift has the following typical customers:

    Large Enterprises, Mid Size Business, Public Administrations, Small Business

    Q. What languages does Helpshift support?

    Helpshift supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    Q. What type of pricing plans does Helpshift offer?

    Helpshift has the following pricing plans:

    Free, Subscription

    Q. Does Helpshift support mobile devices?

    We do not have any information about what devices Helpshift supports

    Q. What other apps does Helpshift integrate with?

    Helpshift integrates with the following applications:

    Agent.ai, AppFollow, Constant Contact, Dropbox, Mailchimp, Salesforce Sales Cloud, Salesforce Service Cloud, Twitter, Zendesk, Zendesk

    Q. What level of support does Helpshift offer?

    Helpshift offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials