Helpshift

Helpshift

Scalable customer care via web & mobile apps

3.9/5 (28 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
$95/month
Pricing options
Free Trial
Free
Subscription
Value for money

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 19 others, Dutch, English, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Helpshift Reviews

Overall rating
3.9/5
79% positive reviews
9
Excellent
13
Very good
3
Average
1
Poor
2
Terrible

Quality of support we offer customers is more efficient with Helpshift.

Used Daily for 6-12 months
Reviewed on 9/1/2018
Review Source: Capterra

Helpshift has made it easier for us to respond to our customers in real time, manage tickets effectively ,gain valuable feedback and overall achieve customer satisfaction in terms of the quality of support we provide web visitors.

Pros

Helpshift was easy to pick up for me ,and I think everyone in the sales/marketing department had very little problems understanding the workings of this tool.I have also found it easy guiding new employees in the department on how to use Helpshift effectively.
I think our web visitors also find Helpshift easy to use ,as I have got very few complaints from them in terms of being able to communicate with sales agents efficiently with Helpshift. Lastly,I must commend our Helpshift chatbot ,it has eased the level of workload we face during peak time when there are hundreds of visitors on our website seeking attention ; thanks to our chatbot ,we are able to focus on web visitors with complex complaints while the chatbot addresses the simpler queries.

Cons

Helpshift provides my team with just basic analytics on our engagement with web visitors.I will like to see a broad analytics breakdown of our daily activity on Helpshift. Aesthetic-wise ,I think informations can be better arranged on the Helpshift dashboard.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Customer facing first

Used Daily for 2+ years
Reviewed on 3/27/2017
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Good platfom to reply Mobile app support tickets, but it lacks features.

Used Daily for 2+ years
Reviewed on 10/16/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

6.0/10

Advanced Chat Portal to use

Used Daily for 2+ years
Reviewed on 4/1/2017
Review Source: Capterra

Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

Pros

No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Helpshift has improved our support significantly

Used Daily for 1+ year
Reviewed on 3/27/2017
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Helpshift Pricing

Starting from
$95/month
Pricing options
Free Trial
Free
Subscription
Value for money

Professional: $95/user/month (billed annually)

Enterprise: $135/user/month (billed annually)

Platinum: $160/user/month (billed annually)

Helpshift Features

  • API
  • Activity Dashboard
  • Chat
  • Customizable Branding
  • Instant Messaging
  • Knowledge Base
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Third Party Integration
  • Ticket Management
  • Workflow Management

  • Automatic Notifications
  • CRM Integration
  • Contact History
  • Email Integration
  • Monitoring
  • Real Time Monitoring
  • Social Media Integration
  • 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: $95/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Professional: $95/user/month (billed annually)

    Enterprise: $135/user/month (billed annually)

    Platinum: $160/user/month (billed annually)

    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, 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, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, 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, Campaign Monitor, 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