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Review of Helpshift Experience from QA
What do you like best about the product?
Customization and ease of access. Communication and note taking for different tickets. The SDK is very intuitive and users seem to have ease when it comes to finding out what they are searching for in FAQs. There are some quirks with sending and receiving messages that should be worked out though.
I enjoy the ability to reference tickets easily and the analysis tools.
I enjoy the ability to reference tickets easily and the analysis tools.
What do you dislike about the product?
Security and user privacy protection needs to be beefed up because users personal information is being transmitted through Helpshift. I'd like to see more use of security measures and more privacy settings to hide users' data. Pricing structures seem to dramatically change based on MAUs. More discount would be nice for long-standing customers.
More communication with customers around new features and trainings should be offered.
More communication with customers around new features and trainings should be offered.
What problems is the product solving and how is that benefiting you?
We have a direct means of communicating with users. We gain valuable feedback and have realized many benefits in terms of issue redemiation.
Recommendations to others considering the product:
Spend time setting up integrations, shortcuts, tags, and filtering terms.
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Helpshift Continues to Make Improvements
What do you like best about the product?
The live chat feature has been a game changer for us. We also enjoy the in-app chat feature where we can embed chat within our mobile app for live support.
What do you dislike about the product?
Would love a mobile app and a cleaner database to pull data via the API for internal data joins and analysis. Also need SMS support so we can text our users via a medium they prefer and are more comfortable with.
What problems is the product solving and how is that benefiting you?
The tool gives us an excellent way to engage with our customers, easily track, assign, and tag those interactions and have an ongoing history of our interactions with a customer.
Using Helpshift has been an easy process.
What do you like best about the product?
Locating everything fast, it makes a lot easier. When you're looking for a certain email it's easy to locate without any issues.
What do you dislike about the product?
There's really nothing I dislike about help shift.
What problems is the product solving and how is that benefiting you?
Sending out emails to customers.
Recommendations to others considering the product:
I find it very helpful when sending out emails to customers. It's easy to get used to it and you learn fast how to go about it too.
Very efficient for business
What do you like best about the product?
i like that we can chat with our customers real time. it is easy to use and allows us to view chat histories. this program helps us connect better with our customers and help them with their concerns.
What do you dislike about the product?
we need to put tags to route the chats to their respective queue
What problems is the product solving and how is that benefiting you?
Using helpshift makes a way for us to respond timely to our customers. this greatly helps customers who prefer chat support.
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
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