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There's always room for improvement
What do you like best about the product?
I like the simplicity of the tool, and it is very user friendly
What do you dislike about the product?
You always need to refresh after 5 mins when you are on idle.
What problems is the product solving and how is that benefiting you?
Moviepass subscription. Its a better way to resolve customer issue.
Easy to use
What do you like best about the product?
Works well and is easy to use. All is visible and easily accessible which makes it user-friendly.
What do you dislike about the product?
No tutorial on how to use smart views and can take a little bit to load at times.
What problems is the product solving and how is that benefiting you?
Customer service communication
Simplified, organized support platform that is easy to use
What do you like best about the product?
I love the simplicity of the flow while working in HelpShift. At first if you are adjusting from another service, it may feel like "Am I missing something, is it really this easy?" It is! The chat format of conversations for all platforms makes it easier to keep track of the customer's concerns. It feels seamless which makes it less stressful.
What do you dislike about the product?
I wish there were some additional information available, such as issue numbers in the "other issues" tab for individual customers. I would also like if there were a keyboard shortcut to open the Quick Reply box to prevent extra clicking around. It's also not as easy as we'd like to view individual agents' satisfaction "star" ratings and comments left by the customer.
What problems is the product solving and how is that benefiting you?
Our live chat and email/in-app contacts are streamlined into 1 place which helps keep the workload organized and in order. I like that there are queue priority filters, this helps us keep up with customers in the order they have contacted us.
Recommendations to others considering the product:
It takes some time to get it fully customized to your needs but it's worth it in the end.
An enormous but exciting experience with Helpshift.
What do you like best about the product?
What I like the most with Helpshift is that I can see all the details of the customers which are reliable and helpful for our work. It is a friendly site that can be easily used by everyone.
What do you dislike about the product?
Sometimes, it is slow to load all the details that are presented on the page.
What problems is the product solving and how is that benefiting you?
It helps our business to do our work easily and we can communicate well with our customer which is a good thing if you're providing a not just good but best customer service experience.
Helpful tool
What do you like best about the product?
The analytics and reporting capabilities
What do you dislike about the product?
Tedious process in creating outbound communications between merchant and communication. Lack of application integrations
What problems is the product solving and how is that benefiting you?
Day to day communications between merchants and customers. Also improving experience based on user feedback from CSAT / DSAT Scores
Great and Efficient!
What do you like best about the product?
I like that Helpshift notifies me of any issues assigned to me. It is also extremely organized. I love the capability of adding different folders. Helps me to be efficient and work smart.
What do you dislike about the product?
Sometimes it does lag, Sometimes notifications show but then disappear. Not very often at all, though!
What problems is the product solving and how is that benefiting you?
I am able to efficiently work as a customer service agent with my company.
Good support, analytics need improvement.
What do you like best about the product?
The customer support for clients is pretty good
What do you dislike about the product?
Analytics need improvement. Not sure if Power BI is the solution I like
What problems is the product solving and how is that benefiting you?
Can see volume pretty well.
Easy to use and automate
What do you like best about the product?
The tags and custom issue fields make it easy to quickly see business trends.
What do you dislike about the product?
It is difficult to use on a mobile device. Being that many users are on the go and work from phones, a solid mobile app would be very useful.
What problems is the product solving and how is that benefiting you?
Spotting trends and bugs as fast as possible is crucial. Using tags and automations in HS help us do that.
Recommendations to others considering the product:
Take their advice as to what features can help. It has many features that are not immediately evident. Tell them your needs and see what they have to offer.
Fast and Simple Layout
What do you like best about the product?
The layout is simple and minimal, also the chat responses and updates are fast and pretty much reliable. There is also an option to be able to toggle the chat box size to your personal preference. The time stamp is also uptodate and you are able to view it all on the show logs tab. The chat tickets also comes in very quickly, the moment when you choose to resolve or reject the chat the new chat ticket will kick in immediately.
What do you dislike about the product?
Sometimes it gets stuck for no reason. Had to refresh the page to get to the chat or email tickets I would like to check again. It is also not so user friendly while trying to search for a specific key word when you enter it into the search engine.
What problems is the product solving and how is that benefiting you?
Quick response to attend to customer's issue
Recommendations to others considering the product:
n/a
Very clear and user friendly.
What do you like best about the product?
How you can narrow down your searches according to the topics you are looking for.
What do you dislike about the product?
Could give a little design upgrade. The layout as well could be changed to be more creative.
What problems is the product solving and how is that benefiting you?
Supporting customers with their daily issues via live chat.
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