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Efficient service
What do you like best about the product?
What I like about Helpshift is that you could easily identify the issue of the customer through its Metadata. It provides all the necessary information to isolate the issue so we can provide the best resolution.
What do you dislike about the product?
I have observed delays when extracting reports using Power BI.
What problems is the product solving and how is that benefiting you?
From time to time. Helpshift is having email technical problems
Recommendations to others considering the product:
NA
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Nice Tool
What do you like best about the product?
The Conversation is saved which makes it easy to navigate across the history
What do you dislike about the product?
Reporting can be improved a little , while pulling up the data there are few reports which are not available
What problems is the product solving and how is that benefiting you?
Quick customer contact and response
Recommendations to others considering the product:
NA
Automation and Reporting
What do you like best about the product?
it is real time. Emails come as the Customer sends their email giving us an opportunity to respond to their queries immediately. The tool itself is also user friendly. Just like any other email app when you can send responses.
What do you dislike about the product?
Manual dispatching of tickets, Incomplete dashboard reporting which makes it difficult to easily identify outliers for the team. It would be better if we get the metric broken down into Team level, Agent level, Site level,
What problems is the product solving and how is that benefiting you?
Real time responses to our Customers which gives us high Customer experience rating if the issue is resolved.
Recommendations to others considering the product:
Team Level Reporting
Fantastic!
What do you like best about the product?
I like the ability to mention team mates making it easier for us to communicate.
What do you dislike about the product?
Recently, there has been outages that really affected our productivity.
What problems is the product solving and how is that benefiting you?
Email problems. One way to deal with email problems is with emails. I guess.
Recommendations to others considering the product:
N/A
Helpshift Review
What do you like best about the product?
The codes on how to easily search for cases.
What do you dislike about the product?
the intermittent functionality on the system
What problems is the product solving and how is that benefiting you?
technical support
Recommendations to others considering the product:
I would highly recommend it!
Ease of use
What do you like best about the product?
User friendly. Can be accessed thru a mobile device
What do you dislike about the product?
Reports can be improved. Latency is another thing
What problems is the product solving and how is that benefiting you?
Customer service, technical support for outlook.com
Recommendations to others considering the product:
Reporting and latency
Review
What do you like best about the product?
how the chats are separated properly by the time and that there is a notification when new chats are assigned to you. There are some things that can be improved. What I like the most is how the automation kicks in when the Customer have gone idle. As well as if the Agents have not responded to the chats in a timely manner.
What do you dislike about the product?
The chats are messy and get tangled up and it should at least be listed as the first it stays that way. there are some things that can be improved in the Helpshift systemation. Like keeping chats in place even though it has been replied to. As long as the timing is correct to when the Customers has replied to the conversation or when the agents has replied to the customers.
What problems is the product solving and how is that benefiting you?
When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still connected with us. If the Customer has gone idle, the chat will automatically close and a new chat is assigned to the agent which is a good thing rather than manually picking up chats. It saves us a lot of time in handling more chats.
Recommendations to others considering the product:
It would be a good place to start as it helps to keep up with the chats that are coming in. Also, Helpshift helps you keep track of all the chats that you have done so far in your closed issues.
Helpful tool
What do you like best about the product?
When updates or logs were done, these will immediately update and it was real-time thus can be easily check.
What do you dislike about the product?
There are certain times that it will disconnect from the server and needs to be refreshed to check the updates.
What problems is the product solving and how is that benefiting you?
Intermittent connection or interruptions.
Recommendations to others considering the product:
easy to use
HelpShift Experience
What do you like best about the product?
HelpShift Interface and Email reply capability.
What do you dislike about the product?
Search Filtering is somehow difficult to use.
What problems is the product solving and how is that benefiting you?
Customer service and technical support
Recommendations to others considering the product:
Easy to use
Review of quality control specialist
What do you like best about the product?
Convenient form to view branches and agent name. Easy Search. Clear interface.
What do you dislike about the product?
The response time is displayed as 1 day. Actually the answer is in 3-4 hours. There is no list where you can see the description of the tags.
What problems is the product solving and how is that benefiting you?
Control the correctness of providing information to users of our product. Improve the quality of service.
Recommendations to others considering the product:
Tag list with explanation
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