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Analytics and Data of Customers
What do you like best about the product?
Easy to use and understand. Their analytic page is self explinatory and doesn't require deep knowledge to learn and hence makes it easier to set our own processes in place and target to acheive
What do you dislike about the product?
Haven't found any yet, but will let you know If I do.
What problems is the product solving and how is that benefiting you?
Currently working on Implementing Bots and Autoamtion services for our platform which will help resolve customer queries and in turn give the team more time to focus on critical work and gain better insights on customer behavior while interacting with Insider.in
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Most Convenient Support Site Platform
What do you like best about the product?
Helpshift is very helpful and easy to access, with analytics as well to review incoming tickets and other information. Catering players also comes easy with ready-to-send FAQs and easy-to-use response fields. Setting up new members also come easy with just their email addresses. Viewing tickets also comes at ease with the contents of a support ticket all in one place.
What do you dislike about the product?
There's actually nothing to dislike about Helpshift. Everything is prepared. What I probably wish to see in Helpshift is easy exporting of data, particularly ticket data, for external review.
What problems is the product solving and how is that benefiting you?
Helpshift has been very helpful for us in catering players from several mobile games. Its ease of access helps us provide assistance on a much faster rate. Any issues that need critical attention are getting acknowledged quicker than any other support sites. Arising issues are getting noticed as well with all support tickets coming in on one place.
Recommendations to others considering the product:
Helpshift is considered as one of the top support sites, already handling several applications and games. If you are in the customer service industry, this is the best support site there is. I highly recommend Helpshift for your applications.
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.
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