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An amazing tool for mobile support
What do you like best about the product?
I like the ease of filtering cases, the searches are extremely fast and easy to understand. Besides, the possibilities in bots are something that pleases me a lot. The recent update for real-time bot changes has greatly increased work efficiency.
What do you dislike about the product?
Not being in real time the information that another agent is on the same ticket, ends up harming. There have been cases where the same answer was given twice by two different agents.
What problems is the product solving and how is that benefiting you?
Problems related to games mobiles of all kinds, shopping, bugs, performance etc.
The number of tickets solved was much higher compared to the previous tool, agility is great.
The number of tickets solved was much higher compared to the previous tool, agility is great.
Recommendations to others considering the product:
It's a great tool, with great features that increase productivity, teamwork, and great results. The integration with PowerBI is excellent, very well done.
Great Platform for Customer Service
What do you like best about the product?
Easy to use and intuitive. Simple interface with quite a few mechanics.
What do you dislike about the product?
The analytics section needs to be expanded and improved on.The ability to search tags in analytics would be greatly appreciated.
What problems is the product solving and how is that benefiting you?
The platform makes it easy to communicate with our platers. The ability to retain past conversations is extremely beneficial to us.
Efficient funnel for excellent customer service
What do you like best about the product?
My go to tool in Helpshift is the quick reply function. Many players respond with very similar feedback so a generic thank you message is crucial in sifting through all of the issues.
What do you dislike about the product?
Visual direction is very important when trying to help a player. I find it odd that the players can send us images but we cannot send them images? I'd like to see an attachment option for the support team.
What problems is the product solving and how is that benefiting you?
Most problems are ones that could have been redirected to the FAQ's. I think it would be helpful if the layout was more clear for players to choose their issue before reaching out with a real issue.
mostly painless, some technical issues
What do you like best about the product?
our team has been able to provide direct support to users based on revenue value without creating our own support ticketing system in house.
What do you dislike about the product?
The helpshift SDK team has been very slow in solving a technical issue causing background crashes on device. This lasted for upwards of 4 months this year and has hurt our business.
What problems is the product solving and how is that benefiting you?
we need a support and ticketing system so our customer support team can solve technical issues and questions about the app.
Helpshift Feedback
What do you like best about the product?
I like that customer can submit questions and feedback through helpshift
What do you dislike about the product?
I don't like the one words provided by the customer and not providing enough information
What problems is the product solving and how is that benefiting you?
Helping answer customer question and troubleshooting there problems
Recommendations to others considering the product:
N/A
Delivered quickly and good quality
What do you like best about the product?
They delivered my product quickly and the quality of the product is good.
What do you dislike about the product?
I have no comment at to what I dislike at this time.
What problems is the product solving and how is that benefiting you?
No problems, cool tshirt program.
Great service to engage with your customers
What do you like best about the product?
I really like that this is another avenue we can engage with our customers. Allowing our customers to reach us outside the standard social media options and all within one app. It also allows us to catch on to trends faster.
What do you dislike about the product?
I would like to see more reporting for my own goal setting purposes.
What problems is the product solving and how is that benefiting you?
We are seeing trends appear sooner than we would in other channels. This will allow us to pinpoint what devices are impacting.
Helpshift is Cool!
What do you like best about the product?
Helpshift is great when it comes to operating with various products (apps). The email merging feature is great, it really helped with tidying up the queues. Arranging tickets by tags is very easy and simple, therefore it really helps when we are investigating a sudden game glitch or bug.
What do you dislike about the product?
Filtering feature could be a bit more 'clear' in operating. Also, the analytics are not so accrued, alway need to help with PowerBi. Formating the FAQs is sometimes an issue, for example, sometimes it will not let you to copy-paste text from Google Docs. Quick Replies (canned responses) are all in one place, sure you can arrange them in their own folders but you cannot attach them to one particular app, so in conclusion, Agents need to be careful while using this feature.
What problems is the product solving and how is that benefiting you?
In general, we do player services. so mostly it is a day-to-day contact with the players. Benefits? The live chat is pretty useful in resolving issues really quick. Also, the campaign feature is something which we benefit a lot of, we are always in touch with our top players and with the whole community (depending on the app).
Recommendations to others considering the product:
If you have various apps to work on, Helpshift is the best tool for you to maneuver between products and it helps you do it the most efficient way.
Overall, A Great Customer Service Tool
What do you like best about the product?
I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords.
What do you dislike about the product?
I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response.
What problems is the product solving and how is that benefiting you?
Helpshift allows us to be in contact with our clients. The benefit of Helpshift is being able to see the metadata of the device a customer is using because it helps with diagnosing an technical issues. A lot of or clients have issues with remembering their information to log into their account. So the option for them to do a live chat with one of our agents is essential in providing a quick response/solution to their problem.
Excellent to communicate with clients but needs work on the notifications.
What do you like best about the product?
Able to see who needs help and the problem they are facing.
What do you dislike about the product?
In the work place each employee has multiple tasks so if they are not currently assisting someone on chat there needs to be a way to notify the operator when there is a client waiting whether it be a new chat or a return to a chat.
What problems is the product solving and how is that benefiting you?
Easily get the appropriate department or operator to the chat. Creates an immediate response where an email could take time.
Recommendations to others considering the product:
There isn't a built in notification whenever a new chat comes in. You will need to either always have it open on your screen or set up your own notification system.
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