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Helpshift has many awesome features.
What do you like best about the product?
Helpshift has a ton of awesome features and when we think of a new feature that we'd like, they let us work with this on it and typically they pull through and create something for us. Whenever we have a problem they are quick to respond back and get it fixed so that we can best help our customers.
What do you dislike about the product?
There is not too much that I dislike about Helpshift. I don't even know what that one thing would be if I had to choose it. Maybe the fact that they don't have the ability for texting Live Chat. But, I'm sure that will come sometime in the future. They are great!
What problems is the product solving and how is that benefiting you?
Helpshift helps us quickly, easily and efficiently help our customers with their issues. We really appreciate the ease of everything.
Recommendations to others considering the product:
Talk out all of the features with those from helpshift. They will give you a detailed breakdown to make sure that it fits your need.
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Helpshif is very helpful
What do you like best about the product?
that fact that research as per keywords is very efficient whenever i need to retrieve a message
What do you dislike about the product?
i think it is just fine as it is, don't see any work flaw
What problems is the product solving and how is that benefiting you?
Gaming industry
Helpshift
What do you like best about the product?
Simple organization of queues to manage customer interactions. Can add internal notes to communicate with other internal users remotely and without having to change platforms. I like the ability to open a ticket for a customer on their behave by inputting their information when creating the ticket.
What do you dislike about the product?
The format for searching can show way too many irrelevant results when not using the given format. Ex: from email: is: XXXX@XX.com vs. simply searching XXXX@XX.com
I also don't particularly like that tickets auto-close after a couple of days.
I also don't particularly like that tickets auto-close after a couple of days.
What problems is the product solving and how is that benefiting you?
Customer inquiries for online listings, refund/return issues. All previous issues are archived so there is a way to reference/compare previous issues with the same customer to better understand and resolve their issues.
Great tool to understand player issues and get all the player device information
What do you like best about the product?
Great tool used by our agents to respond to player issues.
Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured.
Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game.
Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received.
Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured.
Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game.
Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received.
What do you dislike about the product?
Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets.
What problems is the product solving and how is that benefiting you?
Great ticketing management system.
Great survey system in the tool. Useful and easy for players to rate the quality of support received.
Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume.
FAQs and game content can be created from inside the tool which is very useful in game for the players.
Great survey system in the tool. Useful and easy for players to rate the quality of support received.
Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume.
FAQs and game content can be created from inside the tool which is very useful in game for the players.
Recommendations to others considering the product:
make tagging more easier. based on keywords in the ticket helpshift should auto tag tickets which will help get meaningful data.
HelpShift user for a Gaming account
What do you like best about the product?
I like the simplicity of its user interface. It's very easy to look for needed information. The integration to the game that we are supporting is also really nice.
What do you dislike about the product?
It is difficult to pull up reports on a per-user basis. They have to go through their managers first (or even clients) to get their ticket stats for the day, week, or month.
What problems is the product solving and how is that benefiting you?
Easier interaction with customers
Helpshift is where its at
What do you like best about the product?
I've experienced using various Customer Service tool and Helpshift is the best experience. Clutter-free UI, navigation friendly and relatively easy to learn and use.
What do you dislike about the product?
Please implement an option to re-open tickets that were sent as resolved. There are times that this will be done by accident although we're just suppose to reply.
What problems is the product solving and how is that benefiting you?
Mobile game customer support.
Recommendations to others considering the product:
Easy to learn and use. One of the best UIs out there. Definitely a good investments for those prospective companies.
A convenient and quick program that is easy to teach, but hard to customize
What do you like best about the product?
I like the ease of assigning to others, making notes, and general communication between team members.
What do you dislike about the product?
The business of design. I wish I could customize column widths (and if I can, I wish it was easier and more readily available how to do). In addition, I wish I could assign a take or reply to a ticket and have a queue assignment hold.
What problems is the product solving and how is that benefiting you?
customer service complaints for a subscription service. The benefits realized is the ease of communication and empathetic back and forth.
A Positive, Responsive Interface
What do you like best about the product?
The simplicity of the interface means more time to converse with customers and less time spent clicking around looking for additional information. Everything is in an appropriate place.
What do you dislike about the product?
I would love more functionality for reopening older, resolved issues. The number of total tickets end up higher than necessary because new tickets need to be create in most situations in which I work.
What problems is the product solving and how is that benefiting you?
Quicker, more user friendly response time really makes traditional email service feel archaic. With the addition of bots, this really feels like the future of customer service. I think our users feel that way as well. The faster we can get back to them in an organized fashion, the more we can convince them that we are worth their time.
Recommendations to others considering the product:
At it's full potential, Helpshift is more flexible, more powerful, and more user-friendly than any other service platform I have used.
Wonderful Tool For CSX!
What do you like best about the product?
I love the interface, and the ease of use. It truly is one of the easiest to pick up yet multifaceted tools for my industry.
What do you dislike about the product?
I wish it could be better integrated with multiple issues, and mobile is a disaster. However the drawbacks do not take away from the overall benefits of the product.
What problems is the product solving and how is that benefiting you?
We use it for our escalations team and it's fabulous!
Great! Great! Great!
What do you like best about the product?
Helpshift is an amazing way to communicate effectively while having all the information you would need available.
What do you dislike about the product?
Nothing, helpshift has made what was cumbersome and tiresome into something that is easy.
What problems is the product solving and how is that benefiting you?
With helpshift we are able to verify traffic issues and app glitches and with getting screenshots very quickly it is an effective tool.
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