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Easy to learn!
What do you like best about the product?
It is so easy to learn and organized! I love that you can create your own smart views!
What do you dislike about the product?
Lately I have noticed that I have in progress (number shows) but nothing in red pops up! I have to refresh.
What problems is the product solving and how is that benefiting you?
I help customers with their Chatbooks. I like the organization in Helpshift.
Helpshift is easy to handle and being productive
What do you like best about the product?
The most I love from Helpshift is that I can quickly check cases with my keyboard arrows and I can also submit answers with shortcuts. That saves my time and many clicks too!
What do you dislike about the product?
I can’t add my own prefabs if I am not an administrator.
What problems is the product solving and how is that benefiting you?
Customers get in close touch with the brand, easy to let us know how we can improve it and evaluate our services.
Helpshift- The easiest way to see everything you need
What do you like best about the product?
Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping.
What do you dislike about the product?
Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use.
What problems is the product solving and how is that benefiting you?
We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues.
Recommendations to others considering the product:
I think that Helfshift should really show companies the live chat feature. It is so amazing that customers are getting the help they need faster than an email. If companies knew how great this would be for their bottom line, they would use it in a heartbeat.
I enjoy helpshift for tracking my ticket requests and following up internal inquiries.
What do you like best about the product?
I like that each ticket has a unique code that I can refer back to check on the issue.
What do you dislike about the product?
I dislike that searching in open or closed issues requires high specificity.
What problems is the product solving and how is that benefiting you?
I am trying to get quick support help for my customers, connecting them to support agents. I've realized that helpshift is great at organizing the tickets that need review, but a downfall is that some tickets get backlogged in the descending chronological order. First is first, but sometimes last should be first.
Easy resource for support
What do you like best about the product?
Great resource for helping customers quickly
What do you dislike about the product?
Lack of integrations , wish they worked with more
What problems is the product solving and how is that benefiting you?
Order information
Helpshift has come so far! We are really happy with them!
What do you like best about the product?
I love their Live Chat, their Analytics, and how responsive they are in our requests
What do you dislike about the product?
I wish they had SMS Text Support and I wish they had more personalization with the ability to do a profile pic avatar and stuff like that for Live Chat
What problems is the product solving and how is that benefiting you?
Responding to our customers quickly and resolving issues almost immediately.
Recommendations to others considering the product:
Great out of the box, but you will pay extra for the additional features
Pleasing on the eye, but lack of functionality
What do you like best about the product?
The interface is very pleasing in the eye
What do you dislike about the product?
It keeps on getting disconnected if I left the computer for 3 minutes and have to refresh everything all over again. Plus, I can't download or tickets by agents in an effective way. Too many 'animations' that slow down workdone.
What problems is the product solving and how is that benefiting you?
The migration is done due to a business decision. But to be honest, I love Zendesk very very much. Clean, straight to the point and fast.
Recommendations to others considering the product:
Nope, won't recommend.
Good Quality
What do you like best about the product?
Helpshift is a good quality advantage point for routine office work
What do you dislike about the product?
I really have nothing bad to say about this technology
What problems is the product solving and how is that benefiting you?
Allows you to keep up with your employees
Love how easy it is!
What do you like best about the product?
I love the capability of being able to do very specific searches. I also love the ease in emailing customers, seeing previous responses even if it is from a different support representative.
What do you dislike about the product?
I wish there was a way to download certain tickets/email addresses. Its not super clean right now. When you download it just puts them in a doc. It would be nice to download say all the customers who canceled their subscription through helpshift and have them load into a doc somehow with the conversation link as well.
What problems is the product solving and how is that benefiting you?
Lots of customers being helped! Love live chat.
Helpshift
What do you like best about the product?
I like that I’m able to categorize messages and tag them
What do you dislike about the product?
I dislike how my messages sometimes get lost in the mix if I’m not the initial responder. I would be really helpful to be able to have a button to push to "create" email if it is an app ticket. Rather than creating a new ticket then having them linked, I would like to just be able to "create e-mail" while I already have the customers ticket open. This would especially be helpful when following up with webchat customers who no longer have the webchat open.
What problems is the product solving and how is that benefiting you?
We are replying to customers faster.
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