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Helpshift Experience
What do you like best about the product?
The quick and dynamic way we have to interact with our users allows us to provide real-time solutions, offering a better customer experience with our frontline service. We have discovered that with this support platform, we optimize our productivity indicators and manage to control the overflow of unattended requests from large numbers of clients. Another aspect that is a plus in our services is the ease of being able to send documents and also receive attachments, which helps us determine what problems or inquiries the client is making.
Its ease of use has saved us significant resources like time, allowing us to train new employees on how to use Helpshift easily in a matter of hours compared to days or weeks, which is the case with most of the other programs we use. Very importantly, I love the quality of the assistance offered to my team by Helpshift's customer service.
Its ease of use has saved us significant resources like time, allowing us to train new employees on how to use Helpshift easily in a matter of hours compared to days or weeks, which is the case with most of the other programs we use. Very importantly, I love the quality of the assistance offered to my team by Helpshift's customer service.
What do you dislike about the product?
We have been able to experience that when making a schedule change for our customer service users, the chat service cycle is not completed, which has led us to create different schedules for each user. Not very good on mobile platforms, its user interface and part of the user experience design may have some, for example, some interesting glitches. However, none of these issues affect security.
What problems is the product solving and how is that benefiting you?
Simplify the time of our attentions towards our users, quick responses and solutions.
Recommendations to others considering the product:
Take advantage of the great benefits that this tool has
Helpful Helpshift
What do you like best about the product?
I like that I am able to communicate with clients and If I need to review past conversations I have access to them.
What do you dislike about the product?
I don't like when you close a chat with a client, they can come back with another question but there is no notification that the client came back to the chat.
What problems is the product solving and how is that benefiting you?
I haven't experienced any problems. As far as benefits go, i see that it is a lot easier to help clients. If they start a chat about one issue and have another question about a different topic I can easily have another team member jump into the chat to help the client. It helps cut down on wait time and allows clients to get the help they need a lot faster.
Easy to use and helpful.
What do you like best about the product?
I like the easy to use interface and how useful it is to work with others.
What do you dislike about the product?
When getting into a chat that a coworker is in it will cause some issues with responding twice.
What problems is the product solving and how is that benefiting you?
We help our customers with uploading all the documents they require. Customers like the quick chats better than phone calls/
Recommendations to others considering the product:
It is a great and easy to use software.
Great CS platform!
What do you like best about the product?
I like the quick responses and the interface.
What do you dislike about the product?
I wish we had a better way to sort tickets because sometimes the organization isn't there.
What problems is the product solving and how is that benefiting you?
We use Helpshift as a CS channel for our mobile games.
Recommendations to others considering the product:
Make sure you have the proper channels in place to help organize incoming tickets.
HelpShift
What do you like best about the product?
UI is easy to follow for both Agents and Players
What do you dislike about the product?
Metrics tracking is lacking, specific advanced searches do not exist, not easy to "hold" work
What problems is the product solving and how is that benefiting you?
Communication issues. Drop-downs and automated responses help with the overall performance
Great for organizing incoming emails!
What do you like best about the product?
I love the features offered. From tagging emails and creating folders to separate and prioritize content.
What do you dislike about the product?
I wish there was a feature you could set to remind you about an opened email or to remind you to follow up after a certain amount of days.
What problems is the product solving and how is that benefiting you?
It has created a space to organize and prioritize emails from customers so nothing is lost or forgotten.
Recommendations to others considering the product:
I love it!!
Excellent, totally recommend it!
What do you like best about the product?
It helps us respond to customers very quickly.
What do you dislike about the product?
Algorithms, sometimes it doesn't add right issues to my que.
What problems is the product solving and how is that benefiting you?
Customers' issues
Helpshift is the program I use daily at work
What do you like best about the product?
It is one of the easiest program I’ve ever had to deal with at work. The colour scheme is agreeable and the layout is clean. The tagging system is also quite optimized.
What do you dislike about the product?
From times to times, part of the format change without me being able to customize it back and it takes some time to get used to when that occurs.
What problems is the product solving and how is that benefiting you?
Helpshift is the platform we use at work to assist customers who have questions regarding our product.
Solid CS Platform with Depth
What do you like best about the product?
I liked that there were a lot of automation options available which came in handy for our smaller-sized team.
What do you dislike about the product?
To be honest, I didn't fully utilize all the features available but perhaps a simpler onboarding experience would've helped educate me on what I could do.
What problems is the product solving and how is that benefiting you?
We needed a unified channel of receiving feedback/issues from users and HelpShift helped fill a large part of that void. It was easy to see what issues were out there at a glance.
A solid customer care integration tool
What do you like best about the product?
Helpshift is easy to use and automation plus queues allows for an easy flow and segmentation of our customers. The analytics through PowerBI are excellent and allow for a good breadth of information regarding the health of our Customer Care group agents and processes.
What do you dislike about the product?
The current focus on bots has taken away some of the focus on amenities that could assist live agents in an impactful way. I would prefer a better interface for the live chat option.
What problems is the product solving and how is that benefiting you?
An integrated SDK was key to keeping customers in our app. Tickets directly from the apps allow us to attach a great deal of important information along with the ticket so the agents do not need to take an extra outbound contact in asking for it.
Recommendations to others considering the product:
There are a variety of features and options, be sure to try them out to decide if they are right for your situation.
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