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Helpshift is all around great
What do you like best about the product?
I appreciate the ability to sort and bulk responses with ease. Adding tags and sorting of current data is very easy. You can also automatically tag tickets and assign them to queue with minimal automation programming.
What do you dislike about the product?
I either do not possess the knowledge, or Helpshift does not have the ability for detailed reporting. If you only need generalized reports/sorting abilities, I would recommend this product.
What problems is the product solving and how is that benefiting you?
Organizational problems are solved with sorting.
Large Volume tickets can be grouped and resolved quickly.
Large Volume tickets can be grouped and resolved quickly.
Recommendations to others considering the product:
If you only need generalized reports/sorting abilities, I would recommend this product.
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Layout simples
What do you like best about the product?
A interação com os clientes é muito boa.
What do you dislike about the product?
Poderia incluir mais ferramentas que poderiam nos auxiliar.
What problems is the product solving and how is that benefiting you?
Tratando diversos assuntos com nossos clientes
Recommendations to others considering the product:
Utilize, pois é uma ferramenta espetacular
User friendly
What do you like best about the product?
User friendly workflow, simple dashboard.
What do you dislike about the product?
Lack of customization within FAQ fields.
What problems is the product solving and how is that benefiting you?
Analytics could be improved to focus on FAQ feedback and team response analytics.
Recommendations to others considering the product:
Improve FAQ customization
Easy to use - analytics could be better
What do you like best about the product?
The best thing about using helpshift is how easy it is to manage multiple chats. We have cut down our cost per contact by 48% since we implemented this tool.
What do you dislike about the product?
I don't like how the integration with ServiceCloud is basically non-existent. For a person who has team members who work across multiple channels of communication, it's tough pulling data from multiple different places.
What problems is the product solving and how is that benefiting you?
We solved our cost per contact issue. We solved our ASA issues. This tool is extremely beneficial.
Not as good as Zendesk
What do you like best about the product?
In-app implementation is alright. There is nothing special about Helpshift
What do you dislike about the product?
Can’t merge tickets, no standalone mobile app, can’t selectively suppress satisfaction survey, hate reject function, not enough placeholders in macros, bad ui
What problems is the product solving and how is that benefiting you?
It’s a basic ticketing system for us. Subpar compared to Zendesk and Freshdesk
Recommendations to others considering the product:
Use Zendesk
The best suite we've used.
What do you like best about the product?
Helpshift enables us to easily keep up with our users' queries, and the ability to curate a suite of FAQ responses increases our response times dramatically.
What do you dislike about the product?
Helpshift doesn't allow you to suspend/ban problematic SKD users. You're also not able to merge issues together. These are the only downsides to the suite.
What problems is the product solving and how is that benefiting you?
Being able to quickly input pre-written macro responses has been the greatest benefit so far.
Best Customer Support Team I've Ever Worked With
What do you like best about the product?
The team behind Help Shift was absolutely amazing when going through set up, as well as through contracting. Because of the increased cost we were incurring over ZenDesk, the team was very patient and made sure we had everything we required to make an informed and educated decision.
What do you dislike about the product?
Time to integrate leaves a bit to be desired. However, I guess all great things take time!
What problems is the product solving and how is that benefiting you?
24.7 customer support automation in localized languages helping us reduce our staffing costs, and expand our offerings to our clients.
Good Help Desk tool, but could be better
What do you like best about the product?
Custom Bots are by far the best product from Helpshift. They allow us to automate the majority of the support workflow and gathers essential details from our customers so our agents can immediately help them on the first touch.
What do you dislike about the product?
While Helpshift offers a variety of tools to improve your workflow (shared views, automations, custom bots, FAQs, quick replies, etc.), none of them are perfect. Each tool is missing essential quality of life improvements that other competitors have.
What problems is the product solving and how is that benefiting you?
The majority of the problems we solve with Helpshift are questions or technical issues our customers encounter. The FAQs do a decent job of deflecting requests, but that requires effort from the customer to search for it. The Custom Bots allow us to automate the workflow, but it would be nice if the bots included a step to send the customer to an existing FAQ.
Recommendations to others considering the product:
Helpshift does not offer the same level of admin flexibility as Zendesk, but its in-app customer service is currently better.
Helpshift is a fast and efficient way of handling tickets
What do you like best about the product?
One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient.
What do you dislike about the product?
I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month.
We have macros available to the whole team, but it'd be great to have keyboard macros as well.
We have macros available to the whole team, but it'd be great to have keyboard macros as well.
What problems is the product solving and how is that benefiting you?
We solve a variety of issues, ranging from simple questions to technical issues that requires the usage of our own backend. Now with the answer bots system and the additional features added in the past 3 years, we got the ability to focus on the more complex issues, while helpshifts handles the rest thanks to the answerbot and the well-done FAQ system.
Recommendations to others considering the product:
To get the most out of Helpshift, you need skilled administrators to configure it properly. As with any professional tools, some can make the most of it, while some other don't know how to use it. Our backend team is working to integrate with more aspects of our company and we can see improvements month by month.
Helpshift
What do you like best about the product?
I like the automated responses, it helps up bring up information on our client.
What do you dislike about the product?
I dont like the notifications. I wish there was a sound or the screen would automatically pop up and make it more custom for different businesses.
What problems is the product solving and how is that benefiting you?
Quick matters, urgent issues. Some people would rather chat then email or phone call.
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