Helpshift
Digital customer service platform and ticketing system
3,9 /5 (26 reviews) Write a Review!Helpshift Overview
What is 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.
Helpshift Overview
Pricing
Pricing options
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
Media
Helpshift Reviews
Helpshift Reviews
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.
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.
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.
Advanced Chat Portal to use
Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.
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.
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Effective Ticketing Software for Chats
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.
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.
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.
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.
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.
Advanced Chat Portal to use
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.
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.
Pros
Easy to use in the game and quite easy integration
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Helpshift Pricing
Helpshift Pricing
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'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!
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Helpshift Features
Helpshift Features
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Categories
Categories
Additional information for Helpshift
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 FAQs
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:
Small Business, Large Enterprises, Public Administrations, Mid Size 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. 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, Dropbox Business, Mailchimp, PlayVox, Salesforce Service Cloud, Stella Connect, Twitter, Zendesk, Zendesk
Q. What level of support does Helpshift offer?
Helpshift offers the following support options:
FAQs, Knowledge Base, Online Support, Video Tutorials, Phone Support
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.