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Helpshift is useful
What do you like best about the product?
I like the tabs and categories you can create.
What do you dislike about the product?
There is no option to right-click and paste/copy into the search field. Must use hot keys.
What problems is the product solving and how is that benefiting you?
Customer based issues. It populates all issues related to specific customers when viewing tickets.
Recommendations to others considering the product:
Always search using All Issues tab.
Great platform for your chat support team, big hopes for the future
What do you like best about the product?
Helpshift has done a great job on their chat support platform. There are some nice features that are geared towards AI and automations - Auto responses based on keywords, FAQ question display based on keywords, time based automations and more. They have a nice real-time dashboard to display how many issues are in the funnel and they've integrated with power BI to deliver some in depth metrics for a thorough analysis. Another great feature is their ability to integrate with your mobile app to provide an in-app support experience to the customers. This includes displaying FAQs, starting chats or sending emails. Integrating into the mobile app also provides you the ability to send users push notifications which is always a plus. Finally, helpshift collects a lot of user/device data which can be used for both support troubleshooting and analytics.
What do you dislike about the product?
Although the platform is well organized for navigation purposes, some of the admin options take time to fully grasp as they are not very straight forward. There is also a lack of customizability when it comes to FAQ questions in terms of image/chart display, font adjustments, hyperlinks, etc. They are striving to make improvements, but not quick enough on the simpler features that would make viewing FAQs more pleasant.
What problems is the product solving and how is that benefiting you?
Helpshift allows our customers to chat with our support team rather than calling in. We've realized that by making a chat option available to our customers, we are able to mitigate call volume which is more costly than chat. We are also surprised to see how many people chose to chat rather than call.
Recommendations to others considering the product:
Definitely look into their capabilities as they add new features quarterly. Something that we are looking forward to is helpshift's AI bots that will integrate into our CRM and provide customers with account specific data and hopefully resolve some issues without a human touch.
Helpshift - Easy Breezy
What do you like best about the product?
Ease of use is what I like the most. Never had trouble learning how to use it.
What do you dislike about the product?
None so far. Haven't experienced any trouble using Helpshift at all.
What problems is the product solving and how is that benefiting you?
Easy to learn, hence assigning queries is a breeze. A lot of time saved since the tagging options help out in sorting out what to prioritize first.
Great resource for my customer service position
What do you like best about the product?
I like being able to see my replies and new issues in time order and I love the ability to sort the different issues by their subjects.
What do you dislike about the product?
I wish there was the ability to have more quick replies. Quick replies are absolutely genius. I also wish it didn’t take so long for the reports to update like the new assign reports.
What problems is the product solving and how is that benefiting you?
I use Helpshift in my customer service position. It is wonderful to be able to work with my colleagues to respond to our customers needs in a timely, organized manner thanks to Helpshift.
Very easy to navigate and to get used to.
What do you like best about the product?
You can create your own smart views so tickets will automatically show on that folder.
What do you dislike about the product?
The search function can be made simpler.
What problems is the product solving and how is that benefiting you?
The tickets come in real-time and there are sort/filter options which makes it easier to find specific tickets you are looking for.
My review on Helpshift
What do you like best about the product?
I like how clear it is when looking for my tasks.
What do you dislike about the product?
The browse system! Sometime I can't find the email I want by its content
What problems is the product solving and how is that benefiting you?
I have my tasks tagged so it's easy to find my work and I don't need to look for it among dozens of files
It works pretty well
What do you like best about the product?
all the notes that you can put in helpshift
What do you dislike about the product?
custom issue fields that we are required to fill in
What problems is the product solving and how is that benefiting you?
all the emails are connected with each other
Easy Peasy
What do you like best about the product?
Efficiency and ease of service. Makes it very easy to take care of any issue quickly.
What do you dislike about the product?
Nothing! So far, so good. Can't complain about anything.
What problems is the product solving and how is that benefiting you?
Any issue I've had with CS
Very helpful and efficient!
What do you like best about the product?
I love that we can create smart views and auto-assign tickets to certain team members and smart views so the tickets are handled accordingly.
The automations to set up auto responders are great, too!
The automations to set up auto responders are great, too!
What do you dislike about the product?
That you are unable to edit the user details to add in the users email and name if that user data does not come over.
What problems is the product solving and how is that benefiting you?
We are solving offering quick and exceptional customer service to our customers. We can measure our team's productivity with analytics and see what are the most popular tags to help us proactively reduce issues.
Helpshift is better than Zendesk when it comes to assisting users
What do you like best about the product?
I love that the fact that we were able to integrate Helpshift into our games. Users are able to contact Customer Care just through the game instead of getting taken out of it.
What do you dislike about the product?
I wish macros were easier to use like Zendesk.
What problems is the product solving and how is that benefiting you?
Currently no business problems at the moment. It's been nice to be able to have the FAQ and ticket system all rolled into one.
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