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Helpshift Review
What do you like best about the product?
The layout is beautiful, I feel organized, granted I haven't ever used any other software for this purpose. I've never been confused as a 6-month user.
What do you dislike about the product?
Sometimes the stats page takes a while to load - we have a daily requirement and I can tell that HS isn't refreshed sometimes even when it says it is.
What problems is the product solving and how is that benefiting you?
Customer Support communications.
Ease of use
What do you like best about the product?
Easy to use and navigate through, user friendly
What do you dislike about the product?
No spellchecker or grammar help, can't undo
What problems is the product solving and how is that benefiting you?
Replying to customer feedback
okay
What do you like best about the product?
simple and easy to learn especially when onboarding
What do you dislike about the product?
lack of other tools.....................
What problems is the product solving and how is that benefiting you?
support tickets
It's good but..
What do you like best about the product?
I like the fact that the message to the customer will not send unless you press both keys.
It helps prevent errors in messaging
It helps prevent errors in messaging
What do you dislike about the product?
I do not like the rating system. I prefer a good or bad rating vs the 1-5 stars rating method
What problems is the product solving and how is that benefiting you?
Helpshift is ultimately more convenient. It's easier to store your macros and much easier for share information within the messages with my coworkers.
Recommendations to others considering the product:
None
Helpshift Review
What do you like best about the product?
I like the new format/ layout of Helpshift, it looks much more organized than before. It's also easier to view and answer all the issues in the new format. I also like the sent/read status.
What do you dislike about the product?
Searching for an old issue is quite hard since even when you type in a keyword some issues don't show up.
What problems is the product solving and how is that benefiting you?
Helpshift enables our players to reach us immediately when they encounter an issue/bug or when they have questions.
Great service, easy to manage!
What do you like best about the product?
The in-conversation note and @ feature are incredibly useful when handing cases from one team member to another. The assign button is great for passing cases onto the correct department and the sub-categories allow an ease of work flow and project management.
What do you dislike about the product?
There is nothing I would complain about!
What problems is the product solving and how is that benefiting you?
Customer support issues.
Recommendations to others considering the product:
Make the most of all the tools available.
EXCELLENT Support Helpdesk
What do you like best about the product?
Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff.
What do you dislike about the product?
The interface. The review system also, it does not give detailed reviews from the clients, only a star rating.
What problems is the product solving and how is that benefiting you?
Helpshift helps us pick up patterns with in game bugs.
Now using Helpshift for all of our products
What do you like best about the product?
The dashboard is incredibly easy to use. We are a mid-sized tech company and often depend on interns for our user support. With Helpshift we can have anyone trained to use it within an afternoon. Their support is also fantastic. They are always very receptive and quick to offer feedback or suggestions. In general, Helpshift has allowed us to streamline and consolidate our support for 10 different products.
What do you dislike about the product?
We ran into some technical issues with the sdk integration and their support team didn't seem to have the technical knowledge to help us. They had to put us in touch with programmers in India to get it fixed. I think the analytics end could also be expanded upon.
What problems is the product solving and how is that benefiting you?
We offer over a dozen products, each one developed and managed by an independent team, however we have just one marketing and customer support team. This made offering user support via email extremely chaotic and time consuming. Plus we had no analytics at all. Helpshift has consolidated everything and saves us a ton of time.
An essential tool for Community Managment
What do you like best about the product?
I love the ease of being able to instantly view any support ticket using the search feature. The FAQ feature is also a huge help for us and our app.
What do you dislike about the product?
I don't dislike anything about Helpshift. However, I would love it if there was an auto translate option as we deal with multiple languages on a daily basis.
What problems is the product solving and how is that benefiting you?
Using the FAQ system our users are able to resolve their own issues. This drastically reduces the amount of support tickets that need to be "manually" handled.
Recommendations to others considering the product:
I highly recommend Helpshift. It is an essential tool for day to day Customer Support.
very useful tool
What do you like best about the product?
Easy to learn, good team to support learning and set up of the tool
What do you dislike about the product?
Sometimes buggy, UI not optimal (redesign made it worse)
What problems is the product solving and how is that benefiting you?
Customer support for a video game, helps hearing from our players
Recommendations to others considering the product:
Give it a try, or get in touch with an account manager
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