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Sometimes it's out of the box
What do you like best about the product?
I really like the Helpshift SDK and our users do not have to leave the app to get help. Players can submit their ticket and go straight into the app.
What do you dislike about the product?
The markup language for content creation is rigid and there's no out of the box features to play around with the CSS, which is pretty much a manual process for our web devs.
What problems is the product solving and how is that benefiting you?
One of the biggest benefits of Helpshift is that it allows us to scale support without having staff agents to take on tickets that players can easily resolve with the help of a bot or automation. Since we're able to free up our agents, we can allocate them to resolve tickets that need agent intervention .
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underpowered
What do you like best about the product?
Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns.
What do you dislike about the product?
* Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc.
* Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time.
* The same bug reported months ago haven't been fixed.
* The team has been reticent about sharing updates (ex. they don't post release notes).
* Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software.
* Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time.
* The same bug reported months ago haven't been fixed.
* The team has been reticent about sharing updates (ex. they don't post release notes).
* Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software.
What problems is the product solving and how is that benefiting you?
In-app chat SDK solution of moble app
crm funcional
What do you like best about the product?
es un buen crm para mobile app. tags y q/a bueno
What do you dislike about the product?
las métricas no son muy adaptables , podrian mejorar los reportings y monitoring
What problems is the product solving and how is that benefiting you?
priorizacion, gestion de colas y categorias de issues
Recommendations to others considering the product:
adaptable y buen live chat
Saves lots of time - great automation work flows
What do you like best about the product?
the ability to integrate with other systems via Helpshift APIs
What do you dislike about the product?
To easy to accidentally respond to customer when wanting to do a private message.
What problems is the product solving and how is that benefiting you?
Web and mobile app product support. iOS app product and web support via SDKs. Speed of identifying customers and responding to issues.
What do I think about HS
What do you like best about the product?
I like how queues can be easily managed by priorities. It helps us a lot to identify which categories of customers should be answered first. I also like how easily we can edit and unpublish FAQ articles.
What do you dislike about the product?
When we make large bots the flows starts to get confusing. I believe that it would be much better if we were able to "blur" the flows that we are not working on so we can focus and don't mix them up. I also think that would be better if we could add images to quick replies and edit formatting.
I think that the text formatting on FAQs is not good.
I think that the text formatting on FAQs is not good.
What problems is the product solving and how is that benefiting you?
Now we are able to answer customers much promptly.
TFG (Top Free Games) is now Wildlife Studios.
TFG (Top Free Games) is now Wildlife Studios.
Easy to navigate, easy to manage
What do you like best about the product?
The most helpful thing is that when a customer replies to a case, the agent that worked the case gets it opened right back to them. You don't have to sift through tons of back/forth between the customer and other agents to determine what has been done, what the problem is, and what is still left to do. Smart views are brilliant too.
What do you dislike about the product?
My only dislike is that there isn't an agent accessible reporting option. Administrative reporting is fine, but I would love some limited reporting options for each agent to access for their own case load.
Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking.
There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand.
Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking.
There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand.
What problems is the product solving and how is that benefiting you?
Communication with customers of course. Helpshift lets us offer several ways for our customers to contact us.
Helpshift - User friendly and flexible
What do you like best about the product?
Helpshift is just so easy to use that when we are training new agents in using it, they are able to grasp everything so easily. Also, making reports, filtering tags and issues are also easy to do and see using helpshift. Sorting tickets is also made easy and this is so important in our line of work since we have to know which where our priorities are falling into. SLA is really important in our line of work, so being able to track these tickets is really important to us.
What do you dislike about the product?
I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue.
What problems is the product solving and how is that benefiting you?
Lots of problems are being solved using helpshift. One is just our day to day tickets. Also, being able to see the data and statistics for our reporting is very helpful.
Recommendations to others considering the product:
Just try it and you will see that reporting, data gathering, ticketing and all other services they offer are really easy to use.
Clear, direct, and easy communication with the end user
What do you like best about the product?
Helpshift has been a tremendously useful SDK tool we've implemented in our mobile apps. The ability to add FAQs, tag issues, and automate replies has been very beneficial.
What do you dislike about the product?
We need better spam filtering options in Helpshift as we've received mass waves of spam that is sent directly to our inboxes as notifications which isn't ideal.
What problems is the product solving and how is that benefiting you?
We are offering direct access to support for our users when they need it the most. We've realized benefits such as easy bug reporting, feedback acquisition, and overall organizational improvements when it comes to communicating with our users.
Recommendations to others considering the product:
I would highly recommend helpshift if you're looking to have a very customized and personalized means of categorizing user issues. You can tag issues and automate a large variety of tickets coming in for users. We have automated categorization, responses, spam filtering, and other general prioritization that has proven to really speed up our workflows.
Helphift is cool
What do you like best about the product?
I Ike that it's almost streamlined communication with our clients.
What do you dislike about the product?
I dont like that when clients respond I am not notified.
What problems is the product solving and how is that benefiting you?
We used it to solve any client and server issues with our company's application.
Amazing CRM
What do you like best about the product?
helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level.
As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels.
I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb
PowerBI is fast and accurate and overall I would recommend Helpshift to anyone.
As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels.
I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb
PowerBI is fast and accurate and overall I would recommend Helpshift to anyone.
What do you dislike about the product?
The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes.
What problems is the product solving and how is that benefiting you?
We mainly work with Customer support for games so problems and issues vary a lot. This can range from feedback to account specific requests. I like how well helpshift integrates our in-app/ingame ticketing system to capture customer relative data. Helpshift is an amazing tool especially for mobile apps/games. It's fast. Simple and has been very easy to use.
Recommendations to others considering the product:
The tool is great for anyone looking for a mobile app CRM.
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