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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.
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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.
Herramienta Muy Util
What do you like best about the product?
me gusta la manera de como se complemente hacia otras aplicaciones, para entornos de desarrollo, tienen una manera muy sencilla de vincular con diferentes plataformas web y movil
What do you dislike about the product?
por el momento no me disgusta nada es una herramienta muy útil
What problems is the product solving and how is that benefiting you?
los problemas que se resuelven a diario son problemas de inicio de sesión en el servicio que ofrece la compañía en la que trabajo, los beneficios son únicos pues hay una pronta repuesta al cliente ya que esta esta incorporada a la aplicación para que los clientes nos escriban desde ahí
Recommendations to others considering the product:
recomiendo helpshift porque es una herramienta muy util para para estar en mas contacto con los clientes y brindar una pronta repuesta.
Easy to Use
What do you like best about the product?
I like that we can keep records of all conversations and that other team members can share notes or jump in to assist a client.
What do you dislike about the product?
That there is no peer to peer chat between team members or a clear notification that a chat is in the queue.
What problems is the product solving and how is that benefiting you?
We use helpshift on a daily basis to assist our clients with questions and services.
Good customer experience, but difficult integration and useless analytics
What do you like best about the product?
The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature.
What do you dislike about the product?
Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift.
What problems is the product solving and how is that benefiting you?
We've implemented a lot more self-help using Helpshift. The benefit is we're deflecting tickets, helping users get support faster.
Integrated function & Easy to use
What do you like best about the product?
Being able to analyze data with Power BI which helps us to understand players even more.
What do you dislike about the product?
Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want.
What problems is the product solving and how is that benefiting you?
Helpshift helps to answer player more efficiently.
From a tool, with love.
What do you like best about the product?
Simplicity and possibilities which are going to improve your own work.
What do you dislike about the product?
Sometimes it might create an annoying string of little problems.
What problems is the product solving and how is that benefiting you?
It's mostly technical problems. The quick-action are quite helpful to answer a lot of people in a short period of time.
Recommendations to others considering the product:
If you don't use Helpshift's software, please try it for the sheer, unadulterated simplicity and swiftness of your actions.
Robust service
What do you like best about the product?
Ability to quickly publish FAQs. Ability tie in pages directly into software.
What do you dislike about the product?
It's a little hard to navigate the admin page. API needs to be updated often which leads to decisions of cutting off support for some of our users.
What problems is the product solving and how is that benefiting you?
Give users more details for upcoming events. Give players the ability to write customer support tickets.
A great customer service platform
What do you like best about the product?
I like that Helpshift allows you to easily respond to customers straight from the platform while being able to categorize messages to create easy access for other team members. The app also allows you to leave notes so that throughout communication, you can have pertinent information on hand to reference without having to go through the whole discovery process every time a customer writes in. I also like that you are able to send issues to other team members internally.
What do you dislike about the product?
I love the app all together. I wish there were more ways to categorize and I definitely wish there was a spam filter available.
What problems is the product solving and how is that benefiting you?
I am solving customer service issues that need to be communicated to a mass amount of users. I am able to send mass emails to customers with easy, allowing individuals to respond if they need more help.
Recommendations to others considering the product:
Definitely would recommend using Helpshift to streamline customer service practices at any organization.
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