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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.
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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.
Experiencia Helpshift
What do you like best about the product?
La forma rápida y dinámica que tenemos para interactuar con nuestros usuarios, nos permite dar soluciones en tiempo real , brindando una mejor experiencia al cliente con nuestra atención de primera línea . Hemos descubierto que con esta plataforma de atención optimizamos nuestros indicadores de productividad y logramos controlar el desborde de atenciones no efectuadas por cantidades de clientes . Otros de los aspectos que es un plus+ en nuestras atenciones es la facilidad de poder enviar documentos y así mismo recibir archivos adjuntos , esto nos facilita poder determinar que problemas o que consulta esta haciendo el cliente.
Su facilidad de uso nos ha ahorrado importantes recursos como el tiempo, lo que nos permite capacitar a nuevos empleados sobre cómo usar Helpshift fácilmente en cuestión de horas en comparación con días o semanas; que es el caso con la mayoría de los otros programas que usamos. Muy importante también, me encanta la calidad de la asistencia ofrecida a mi equipo por el servicio de atención al cliente de Helpshift.
Su facilidad de uso nos ha ahorrado importantes recursos como el tiempo, lo que nos permite capacitar a nuevos empleados sobre cómo usar Helpshift fácilmente en cuestión de horas en comparación con días o semanas; que es el caso con la mayoría de los otros programas que usamos. Muy importante también, me encanta la calidad de la asistencia ofrecida a mi equipo por el servicio de atención al cliente de Helpshift.
What do you dislike about the product?
Hemos podido experimentar que al realizar un cambio de horario en nuestros usuarios de atención , no se cumple el ciclo de atención de chat , por lo tanto nos ha llevado a crear diferentes horarios para cada usuario.No muy bueno en plataformas móviles, su interfaz de usuario y parte del diseño de la experiencia del usuario pueden tener algunos, por ejemplo, algunos fallos interesantes. Sin embargo, ninguno de estos problemas afecta la seguridad.
What problems is the product solving and how is that benefiting you?
Simplifica el tiempo de nuestras atenciones de cara a nuestros usuarios, respuestas y soluciones rápidas.
Recommendations to others considering the product:
Saca provecho de los grandes beneficios que tiene esta herramienta
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.
Ahorrar tiempo maximiza los resultados
What do you like best about the product?
Helpshift es una herramienta muy útil para gestionar la atención al cliente ya que provee funcionalidades que hacen que brindar un servicio de soporte sea una tarea fácil, sencilla y sobre todo ágil.
What do you dislike about the product?
La plataforma me funcionalidades que satisfacen todas mis necesidades, es por esto que no me disgusta nada de esta.
What problems is the product solving and how is that benefiting you?
brindar atención personalizada y cercana a los clientes de mi negocio
Recommendations to others considering the product:
Usa la plataforma si tu negocio es lo suficientemente grande como para sacarle un provecho significativo a la herramienta
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
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