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Great for staying connected!
What do you like best about the product?
Helpshift has greatly improved our team's ability to stay connects to our users and provide them with answers and assistance quickly. The analytics are also extremely helpful for a team like ours who want to stay up to date with the amount of users asking for help.
What do you dislike about the product?
I dislike nothing about Helpshift. It has made my job as a support technician much easer. The ability to organize everything is also very helpful.
What problems is the product solving and how is that benefiting you?
With Helpshift, we are able to communicate to users of our application that may be facing difficulties understanding how to use it. The FAQ feature allows us to respond even faster, saving our staff time and our customer's time as well. Using analytics helps our company from a financial standpoint as well.
Recommendations to others considering the product:
Helpshift is a wonderful tool to stay connected with others.
Customer Review
What do you like best about the product?
Helpshift is great to use because it's so commonly adopted, customers understand the interface very well at this point.
What do you dislike about the product?
I have no real complaints about helpshift at this point
What problems is the product solving and how is that benefiting you?
It's been great to consolidate all of our feedback to an easy to use resource and then track trends in issues.
Great!
What do you like best about the product?
The custom issues field make it clear to what the issues are and provide me a resource to use for future training purposes.
What do you dislike about the product?
When an old chat comes in that the user does not answer as "resolved', it gets assigned to the old user which can be messy at times.
What problems is the product solving and how is that benefiting you?
In general, no problems at all.
Overall positive, though a little frustrating.
What do you like best about the product?
I love the philosophy of empowering players to help themselves with FAQs, before needing to speak with an agent, and the use of bots and automations to offset the work.
What do you dislike about the product?
I feel there are still too many obvious features that are missing, and existing features that just don't function intuitively. You can add Tags en-mass, but you cannot remove them. You can request customers to take surveys, but there is no easy way to view them. Despite being such a huge part of the tool, FAQs do not have version control, A/B testing, or analytics that could help you make meaningful improvements. I also feel like I am hitting pay-walls within the service more often than I should.
What problems is the product solving and how is that benefiting you?
One of the biggest criticisms of our app is how cryptic it is. Until the development team can improve the situation, the customer support team is in place to fill the gaps and provide clarity. HelpShift and the FAQs has helped us achieve that.
Recommendations to others considering the product:
Get as much hands-on experience with the service as you can, and compare it to other platforms; and if you are an admin, I strongly suggest you focus on what you will need to do in bulk or on a larger scale because that is where I think things start to get more complicated.
Decent.
What do you like best about the product?
Helpshift is very user friendly and simple.
What do you dislike about the product?
Sometimes notifications aren't always clear or they don't pop up when necessary.
What problems is the product solving and how is that benefiting you?
Helping all clients solve issues with their job applications. It is very easy to communicate with people who need help or have questions.
Recommendations to others considering the product:
It is very user friendly.
Great platform for Technical Support
What do you like best about the product?
How solid and agile the platform is. I believe many of our users are still in the game due to the support we give them
What do you dislike about the product?
It could have better enterprise support but for the money we pay is not that bad. thanks
What problems is the product solving and how is that benefiting you?
We are giving very good support to our whales in the games. And solving many issue with updates and missing coins, lives....etc
Recommendations to others considering the product:
Great platform, very solid and reliable
Loving Helpshift
What do you like best about the product?
It's so user-friendly! It took me no time at all to learn how to use HS. Coming from another platform Im glad we made the switch
What do you dislike about the product?
There's not much I can say, I would really need some time to figure out what I don't like. Sounds like nothing right? Everything is great!
What problems is the product solving and how is that benefiting you?
I am solving difficult cs issues. I love the benefit of being able to keep track of lots of customer history
Effective and user friendly
What do you like best about the product?
We can help out customers quickly via helpshift and address their concerns accurately.
What do you dislike about the product?
I dislike that our clients often choose the wrong department to speak with, it would help if we can add suggestions per department so that chats are not filtered to the wrong department. The automated greetings are also a tad annoying, as we have heard from clients.
What problems is the product solving and how is that benefiting you?
A lot of problems, whether it be system related, internal issues, or just basic questions on how to use our system. Using helpshift has helped MPCS to effectively help our clients in an accurate and timely manner as opposed to phone calls or emails.
Recommendations to others considering the product:
N/A
The program was helpful, but unorganized at times due to uneasy processes.
What do you like best about the product?
I liked that we could house multiple processes under one program.
What do you dislike about the product?
I disliked that we could not generate a basic email and had to undergo a complicated process just to send an email to a customer.
What problems is the product solving and how is that benefiting you?
We answered one-off questions from customers regarding our services. The benefits have been fast response and being able to leave internal comments on the same thread.
Recommendations to others considering the product:
It is good if you plan on doing an email-based customer service experience with pre-written responses and actions.
Great platform, easy tools to use and great CS support from them
What do you like best about the product?
It is a great tool to fulfill our customer needs and contact them as well as to gather data for future reference
What do you dislike about the product?
The tabs might be a little more organized and placed in a better way. The prices are a bit high. There is not live chat customer support when you have issues
What problems is the product solving and how is that benefiting you?
It is very good to help customers and has many useful integrations also it offers a very useful knowledge base
Recommendations to others considering the product:
If you handle big loads of customer requirements and inquiries this is the right tool to use
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