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Helpshift's awesome
What do you like best about the product?
The organization of the categories. It's also very easy to find your "open issues"
What do you dislike about the product?
People can take your case from you. Sort of frustrates people because you've had a way to assist the guest & it's done the complete opposite.
What problems is the product solving and how is that benefiting you?
Less pain points, convenient way for guest to be assisted, and great sorting system of issues. All responses are received via phone, so very helpful!
Recommendations to others considering the product:
I think that the ability to modify the owner of the case should be disabled. That way everyone can finish out their resolutions properly without the issue being solved differently by the next agent that comes on the issue. I'd also recommend more filters that can pre sort issues.
Great! Platform
What do you like best about the product?
Easy navigation of issue tickets which makes the platform simple and neat.
What do you dislike about the product?
unable to export reports for notes and no additional secured authentication method.
What problems is the product solving and how is that benefiting you?
Customer Service
Help shift usage experience in past 6 months
What do you like best about the product?
Since, I was involved in integrating help shift around two years back onto Zynga Games/Customer supports, I was impressed with the set of customizations we can have on the Help shift, categorizing issues etc.! The customer reported issues are tracking and grouped conveniently by Help shift.
What do you dislike about the product?
I don't know, whether help shift provide metrics on the number of related issues etc. like grouping of similar issues etc.
What problems is the product solving and how is that benefiting you?
Customer Issue reporting, feedback tracking for in-game issues are tracked via Help shift.
Also, it is medium to reach out to user with the solution for his/her issue etc. by the Help shift. Help shift APIs provide a segregation and clustering of similar related issues
Also, it is medium to reach out to user with the solution for his/her issue etc. by the Help shift. Help shift APIs provide a segregation and clustering of similar related issues
Recommendations to others considering the product:
Help shift should try to build crash tools for various mobile platform android, iOS, web etc. present in the market. They should try to target other areas as well.
Perfect
What do you like best about the product?
How simple and smooth everything has been formatted.
What do you dislike about the product?
Errors that very rarely occur when using helpshift
What problems is the product solving and how is that benefiting you?
How caught up or behind your team is.
love helpshift
What do you like best about the product?
you can answer a contact with just one response.
What do you dislike about the product?
the conversation never just ends days and days later the guest and just open it back up with a new topic.
What problems is the product solving and how is that benefiting you?
quick questions are getting answered more quickly and that helps a lot with all the different contacts we receive.
Pretty awesome ticketing system
What do you like best about the product?
The ability for our app to upload logs and Helpshift to directly link to those logs.
What do you dislike about the product?
User interface isn't always straight forward, but still much better than others.
What problems is the product solving and how is that benefiting you?
Mobile app.
Absoluely like Helpshift
What do you like best about the product?
Clear interfaces, easy to navigate and every time I use it I find new features to save time.
What do you dislike about the product?
I wonder a helpshift version for android and ios instead using the browser.
What problems is the product solving and how is that benefiting you?
The client feels advised during the use of our application.
Recommendations to others considering the product:
You can reduce the possible negative reviews into genuine problems that can be solved in minutes.
Light-weight tool to manage support tickets, see quick trends, help agents & customers solve issues
What do you like best about the product?
The light-weight nature of the tool, with clearly defined fields, integration of required support data, management of tickets thru tags, use of FAQ to help both agents and agents, basic analytics, users & teams management, etc.
What do you dislike about the product?
Not able to manage bugs, need a clear escalation path for unresolved issues, integration with other support management tools, lacks minor customization of existing features, etc.
What problems is the product solving and how is that benefiting you?
Providing support for mobile apps, moving to providing support for desktop apps, lowered cost of support, able to plug in agents from different background & train them on job, etc.
Recommendations to others considering the product:
If you are looking to hire technical folks with no specific knowledge of your product, you can use HelpShift to get them on-board, train them on job and make them better at supporting your product while getting trained & provide good business results (customer satisfaction) ...
Helpshift
What do you like best about the product?
I like that there is a lot of really powerful data in Helpshift
What do you dislike about the product?
I find Helpshift, especially Power BI to be unintuitive at times and hard. Sometimes, I wish the data was available in tables and I can just use SQL and Periscope to visualize it. The refresh time can sometimes be quite long a well and sometimes, the dashboards fail to stay up to date even after I have refreshed it.
What problems is the product solving and how is that benefiting you?
I'm trying to determine agent performance and whether or not we're meeting our target SLAs using Helpshift and Power BI. The data is great but I have to export it into Excel and manipulate it from there.
Good coverage of platforms
What do you like best about the product?
Admin panel was easy to use to generate a new key for integration. Javascript snippets allow for convenient and quick integration.
What do you dislike about the product?
Sequence of chat workflow took a bit of figuring out.
What problems is the product solving and how is that benefiting you?
Allow for a unified chat experience across different platforms. Also, a significant amount of issues were solved by the in-built FAQ.
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