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It's okay.
What do you like best about the product?
When it works without issues and it feels normal.
What do you dislike about the product?
Disappearing tags and not being able to see if someone already has the ticket that you are answering.
What problems is the product solving and how is that benefiting you?
Customer support tickets.
Recommendations to others considering the product:
Ask someone to teach you how to use it.
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Using Helpshift
What do you like best about the product?
I like the fact that the Active Admin account of the customer I am talking to is directly integrated within Helpshift, essentially skipping the process of having to ask for details in order to find that user's account within Active Admin.
What do you dislike about the product?
The search feature is almost unusable. If I am communicating with a customer through anything else, such as a phone or email, and they claim to have used live chat (via Helpshift) to get in touch with us before, I would have to look up that conversation we've had with them. The search feature, however, is completely unreliable. Any attempt to look for that customer either through their email address or their First and Last name is a waste of precious time.
What problems is the product solving and how is that benefiting you?
It lets us communicate with our customers in real-time without requiring them to call us through the phone. Some might think it unnecessary but I welcome it. There are those who would prefer to get in touch with an agent and have the issue resolved immediately without having to speak over the phone. I believe that offering them this option is a good thing.
Feedback
What do you like best about the product?
Tagging is nice to track inbounds and escalations.
What do you dislike about the product?
Automations are difficult to create properly
What problems is the product solving and how is that benefiting you?
Merchants reaching out to our team to have us connect with customers and verify how to proceed with orders. "Un-happy" path orders primarily.
Live chat record keeping
What do you like best about the product?
Ease of API use and creating customized metadata
What do you dislike about the product?
UI needs to be more intuitive and simpler.
What problems is the product solving and how is that benefiting you?
keep live chat records. use chat to assign task.
Recommendations to others considering the product:
Very good tool for live chat and managing the artifacts
My personal review for Helpshift.
What do you like best about the product?
My personal review for Helpshift. It is very helpful in terms of answering concerns and getting to know the exact issues your client is having. The website is fast and intuitive. Helpshift is fast, userfriendly and easy to use.
What do you dislike about the product?
There are no specifics that I dislike. Maybe more updates in the future. Maybe more button in the future, more settings and filter option.
What problems is the product solving and how is that benefiting you?
Game problems. We are customer service for mobile games.
RVasquez 4
What do you like best about the product?
Easy to use, user friendly, and lightweight. It's very easy to see customer conversation history.
What do you dislike about the product?
Very limited customization available for agents, no night mode.
What problems is the product solving and how is that benefiting you?
Game issues. This is very useful for our customers.
Recommendations to others considering the product:
More customizations for the agent-end interface. It would also be helpful for agents to see their stats so they can track their real-time improvement and stats.
It would also be helpful for agents to have their own personalized FAQ and quick reply. It is most likely that other agents still use their own tools such as Google Keep, Notes, etc., to make their responses personalized. It would also help bring non-robot touch to conversations.
It would also be helpful for agents to have their own personalized FAQ and quick reply. It is most likely that other agents still use their own tools such as Google Keep, Notes, etc., to make their responses personalized. It would also help bring non-robot touch to conversations.
I'm able to perform the basics but would love additional features to perform better.
What do you like best about the product?
I really enjoy the search and filter feature. The ability to search for issues with certain criteria during a certain time is super helpful.
What do you dislike about the product?
I do not like not having the ability to add personal macro responses.
What problems is the product solving and how is that benefiting you?
Order status, promotional applications, and technical issues. By filtering for similar issues, I'm able to immediately resolve multiple similar issues within a matter of minutes
Recommendations to others considering the product:
Ease of creating new issues on behalf of customer - There should be a follow-up button that creates a new issue, even after the issue has been resolved. Creating new issues become very tedious.
Ability to add personal macros viewable to agent only instead of having someone with admin status add all macros.
Allow uploads of photos as notes.
Ability to add personal macros viewable to agent only instead of having someone with admin status add all macros.
Allow uploads of photos as notes.
HelpShift Chat
What do you like best about the product?
Chat tool is very user Friendly. and have all the report you need to extract.
What do you dislike about the product?
For chat messaging none have been observed
What problems is the product solving and how is that benefiting you?
Provide realtime contacts to customer and support for immediate solution.
Recommendations to others considering the product:
N/A
It's simple to pick up how to use Helpshift.
What do you like best about the product?
The layout, it's easy to toggle between different emails I'm working on.
What do you dislike about the product?
It would be great to have an FAQ easily available. I'm not sure how to combine issues/emails together that are related.
What problems is the product solving and how is that benefiting you?
Customer service issues.
a recommendable experience
What do you like best about the product?
the communication between 2 or more parties
What do you dislike about the product?
the format in composing a email to another person or company
What problems is the product solving and how is that benefiting you?
our correspondence with customers is done through help shift
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