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Review of helpshift
What do you like best about the product?
Helpshift makes it easy for us to actively communicate with our customers, The platform has many features that are easy to use and intuitive.
What do you dislike about the product?
I sometimes find it challenging to find historical tickets
What problems is the product solving and how is that benefiting you?
All aspects of Customer service with our customers and fulfillment centers
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Excellent CS Platform
What do you like best about the product?
Helpshift is extremely intuitive and user-friendly. It makes it easier to see all the support request in one place and organize issues efficiently.
What do you dislike about the product?
I wish there was better search functionality to sort through past tickets. It would make following up on issues and reviewing past contact with a customer much easier.
What problems is the product solving and how is that benefiting you?
We use HS as the sole platform for all of our customer service inquiries. Through HS we are able to review our CSAT scores and metrics and improve our CX team.
Recommendations to others considering the product:
highly recommend it simplifies large volumes of tickets and makes it easy to respond efficiently.
Love Helpshift!
What do you like best about the product?
how the interactive chats are separated properly by the time and the notifications sent make it easy to search
What do you dislike about the product?
It is sometimes difficult to search for past tickets by topic, but as long as I have the USER ID I can still track them.
What problems is the product solving and how is that benefiting you?
I am solving customer experience tickets and it is second to none when interacting with them. It is a great place to start with looking to connect with your customers.
Brings a lot to the table
What do you like best about the product?
There's a lot of things helpshift brings to the table for the amount of work needed to integrate the library. You just need to call a few APIs and once the helpshift overlay comes up, helpshift takes over and does the rest.
What do you dislike about the product?
The custom config options for iOS and Android are a little different and can be confusing if you're familiar with one while learning to do the other. Using a custom engine that does not use the android/ios native app building APIs adds a level of complexity
What problems is the product solving and how is that benefiting you?
Users will be able to give feedback much more easily without having to leave the app for a more fluid experience
Helpshift makes it easy to keep track of customers and get feedback from them
What do you like best about the product?
I like how easy it is to go through each player's message history and find what could help them best at present. You can also sort the tickets to see which products are receiving more positive or negative feedback.
What do you dislike about the product?
I dislike that customers cannot leave a new CSAT rating after a follow-up from the agent. It would be more helpful to know if our continued efforts matter to the customer.
What problems is the product solving and how is that benefiting you?
Helpshift helps us provide real time communication with our customers, which makes it easier to find glitches in our program and get lots of great feedback.
I definitely recommend Helpshift. They are wonderful to work with and a great solution!
What do you like best about the product?
I love their Live Chat and how easy their staff is to work with. They are super helpful and have great ideas on how to make things work with your customized needs.
What do you dislike about the product?
They've gone through a lot of changes in the last few years, but they're definitely making improvements and I'm happy with the direction they're taking.
What problems is the product solving and how is that benefiting you?
Our Customer Support really relies on Helpshift and their platform. It's easy to see how well your team is doing. The analytics are top notch!
Recommendations to others considering the product:
It's easy to use and easy to analyze your productivity. Great price as well.
Good solution for quick questions/answers
What do you like best about the product?
Helpshift is a great resource for a company who has very simple/quick questions and answers. They provide great resources for "Quick Replies" as well as FAQ functionality. If your company does not have to give super in depth answers and very limited touchpoints, Helpshift is great!
What do you dislike about the product?
Not made for very in depth ticketing work. Hard to find previous tickets, no way to link a customer to multiple e-mail addresses. This makes it very hard to track previous customer history.
What problems is the product solving and how is that benefiting you?
Helpshift has been a great asset in helping our teams handling various inquiries tied mostly to package tracking as well as product support inquiries.
Recommendations to others considering the product:
Needs much better reporting
Works good and is efficient
What do you like best about the product?
I enjoy that you can view all cases and have the ability to create your own smart views.
What do you dislike about the product?
The search function within the program does not work very well unless you use "AND"
- Site does not update in real time, slight delay. Occasionally causes coworkers to take cases from one another because on one screen it says open and on the other it shows taken.
- Site does not update in real time, slight delay. Occasionally causes coworkers to take cases from one another because on one screen it says open and on the other it shows taken.
What problems is the product solving and how is that benefiting you?
Solving order issues with Target. Helpshift works as a great alternative to emailing the guest.
Works great!
What do you like best about the product?
I’m able to communicate with my staff much more efficiently!
What do you dislike about the product?
Sometimes there are delays, but not too an extent.
What problems is the product solving and how is that benefiting you?
We’re solving our problem of communication. Using this product has definitely benefit my coworkers and I by learning how to communicate with each other.
Simplicity when relaying support
What do you like best about the product?
The simple design and ease of entry. I was able to track clients, information related in one easy app and being on my feet most of my shift made me more available for person to person work.
What do you dislike about the product?
Sometimes it has loading or processing errors
What problems is the product solving and how is that benefiting you?
The ability to input information from our consumers into one large block and correct issues within the company
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