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Helpshift Digital Customer Service Platform

Helpshift | 1

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External reviews

378 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Agata K.

Helpshift makes the work easier

  • October 28, 2020
  • Review provided by G2

What do you like best about the product?
The thing I like the most is the clear interface - compared to the other tools, it's easy to get accustomed to, even for the ones who just started working on Helpshift. I haven't had a feeling of "getting lost" since features were easy to find :)
Moreover, the tag and queue system helps a lot, now I wouldn't even imagine working without it.
What do you dislike about the product?
Sometimes I feel that the bot needs to be more precise, as it often sends answers that are not related at all to the customer's question. I've also recently noticed that some issues become "lost" in the queues - for example, they were unassigned for about 26 days after the bot forwarded it to our agents.
Otherwise, I don't have any other objections.
What problems is the product solving and how is that benefiting you?
My problem solving varies from the standard stuff like account recovery, payments, to just answering customers' questions. Due to Custom Issue Field, my work has become faster since I can easily check the Player ID without asking the customer for it. Furthermore, I can also check if their phone's specs meet the minimum requirements.
CSAT system helps greatly as well with monitoring my work and thanks to filtres I can find everything rather quickly. Compared to my experience with another tool (which I, of course, won't name :) ) Helpshift is more fitted to my field of work.

    Maksymilian W.

Helpshift Recommendation

  • October 28, 2020
  • Review verified by G2

What do you like best about the product?
the multi functionality of it and it's customizability
What do you dislike about the product?
The queueing can be a bit flimsy and counterintuitive. Notification sounds are incredibly crude and annoying.
What problems is the product solving and how is that benefiting you?
Customer concerns and issues. It's quick to toggle between views making it a fairly user friendly experience.

    Computer Games

Helpshift for improved KPIs

  • October 28, 2020
  • Review verified by G2

What do you like best about the product?
Easy access for customer
Improved communication
KPI Tracking
Stats
What do you dislike about the product?
Tickets from the App and Web should be possible to merge under one account.
What problems is the product solving and how is that benefiting you?
Customer queries , quick answers , better ticket management

    Computer & Network Security

It has a lot of useful features, but I also see a lot of potential in it to expand current features.

  • October 28, 2020
  • Review provided by G2

What do you like best about the product?
Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page.
What do you dislike about the product?
It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc.
What problems is the product solving and how is that benefiting you?
Mostly managing team's work by creating and managing automation and queues. We are also using bots which are helpful to decrease the number of tickets we receive.
Recommendations to others considering the product:
It is definitely worth it. Just try and you will find out on your own. :)

    Lucia K.

Helpshift allows you to improve support activity.

  • October 14, 2020
  • Review provided by G2

What do you like best about the product?
The system for us can be somewhat complicated to understand the operation of artificial intelligence and although it is very advanced we can intuit that it lacks much more, however Helpshift showed me that this system is incredible to serve as technical support providing solutions to both our clients for sale, creates follow-up with each sale allowing you to offer support and provide solutions to customers, it is beautiful.
What do you dislike about the product?
You definitely have such a different point in our company that I cannot compare it with the functionality it offers for me, it works in an incredible way and I have had favorable results, I would not have a negative point which I think I should improve.
What problems is the product solving and how is that benefiting you?
For us it has been a very complete and effective software, providing solutions such as customer support, preferably sales, some type of service or contract, we can configure the system with total freedom, I love that it allows us to communicate with customers in different ways, it is nice That clients think that they speak to an agent when it is Helpshift that performs the service, is pleasant and for me this system is comprehensive.
Recommendations to others considering the product:
I definitely recommend because the solutions are very attractive, the technical support has improved a lot because it saves time and at the same time frees the traffic of clients and users who need help from agents, however it has freed the support saturation, I recommend it.

    Raul M.

A great platform for managing digital customer service experience

  • October 02, 2020
  • Review verified by G2

What do you like best about the product?
1. Ease of integration and Knowledge Base
2. Multiple Digital Support Channels integrated into one console
3. Powerful platform for Analytic
4. Bots and AI integration are very easy
What do you dislike about the product?
1. Not having a dedicated technical support team that speaks spanish
2. There should be more courses or education materil on certain topics such as how to get more of the platform. Bots Creation Workshops, etc.
3. Not having integration with FB Messenger and WhatsApp.
What problems is the product solving and how is that benefiting you?
1. Omnichannel support experience through web and native apps
2. Proactive Support for our users
3. Bots and AI automation for FAQs and Transactional (APIs)

    Anna K.

helpshift Optimal tools.

  • September 23, 2020
  • Review provided by G2

What do you like best about the product?
This software provides easy-to-use tools that allow you to establish a personalized service with clients through functions such as automation, artificial intelligence and messaging. It is easy to execute, it helps to reduce costs using mobile channels, social networks, telephone and the web, this also provides a greater reach of potential customers. It has a great interface, fully organized. The team performs tasks such as interaction monitoring, multichannel communication, network monitoring, reports and analysis, and more organized and clean ticket management.
What do you dislike about the product?
We have no complaints about negative experiences or problems obtained with the operation of the platform, however we must mention that they should improve mobile support, since it is difficult to make tickets in a fluid way without decreasing performance.
What problems is the product solving and how is that benefiting you?
Our company uses this platform as it provides the entire work team with high performance and productivity to guarantee a personalized service and a better experience for our potential clients. In addition, the tools and functions provide to establish a work flow since we can do it in a simple way. Interaction monitoring, real-time chat, automated routing, even through the mobile we can remotely access the platform. The messaging in the application is very good. Previously we used other platforms but the results were unfavorable, on the contrary of helpshift, it increases our reach, we save time, we increase productivity and our company has an exponential growth.
Recommendations to others considering the product:
although it has a basic support compared to other platforms, it gives you better results, it's great. It has multiple tools and functions that allow you to improve the customer experience, establish solid communication, improve the reach of potential customers, save time for the entire work team, you can perform reports and analysis in addition to creating an online chat conversation to involve customer service representative as well as customer. Fully recommended for your company to obtain exponential growth.

    Steve J.

Helpshift Optimal assistance.

  • September 08, 2020
  • Review provided by G2

What do you like best about the product?
This is a platform that provides customer support in an instant, personalized in the application and proactive way. In addition, this allows to solve the problem in an effective way and thus increase the satisfaction and experience of the client in process. It has tools that provide work flow and save valuable time for the company, as well as that allows you to provide assistance to priority customers by courier. It has a good user-friendly interface and the platform is easy to configure.
What do you dislike about the product?
Some inconveniences presented by the platform could be with the panel of the website that is used to respond, some clients have notified us that they have presented problems, they must improve this in order to provide a quality service to all our clients.
What problems is the product solving and how is that benefiting you?
We use Helpshift to improve our customers' experience in addition to providing better customer service. We have solved a wide variety of issues and problems faster and more efficiently. It has been easy to use, their support is quite easy to contact. It is very useful we can also offer customer service through live chats in the en, emails and web forms. This platform also provides us with a complete and detailed analysis that works for us to carry out our work more fluently and saving a lot of valuable time that we then focus on the tasks that need it most and thus significantly increase our production. In general terms it has worked to improve our support, it is easy to use and very versatile, it has a good interface, fully organized, a simple configuration and it is affordable compared to other platforms.
Recommendations to others considering the product:
Helpshift is a great option to evaluate to improve the support of your company and offer a better customer service person to person, through the tools you can communicate with them with SMS, Apple Bussines, live chats, web forms among others . You can get tickets and respond, divide them and classify them with labels, it has been a great choice for us, I hope it is also for you. Fully recommended.

    Axel H.

All your support cases in one place

  • July 11, 2020
  • Review verified by G2

What do you like best about the product?
It is easy to manage a multitude of cases using templates from your company's FAQ page. You can also assign cases to your colleagues depending on who's best trained to solve the issue.
What do you dislike about the product?
Transparency of who is working on what case is lacking, resulting in two CS agents answering the same inquiry at once
What problems is the product solving and how is that benefiting you?
We are helping customers find solutions to their issues in a more efficient way.

    Thiago S.

The best tool

  • June 29, 2020
  • Review verified by G2

What do you like best about the product?
I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there are no limits to how far the tool will take you.
What do you dislike about the product?
Many times the tool had errors and it made me a little nervous. But the support of my company soon got in touch with the support of the tool and they helped instantly. It was extremely gratifying to know that because the tool was what commanded the operation of my company and without it, we would be left without action.
What problems is the product solving and how is that benefiting you?
The tool was what commanded the operation of my company and without it, we would be left without action. When you really learn to use all the resources, there are no limits to how far the tool will take you. I said that above and I repeat. The productivity of the operation, when compared with the previous tool, is exponentially higher.
Recommendations to others considering the product:
If you are looking for a complete tool that will leverage your business, I recommend using helpshift. The experience is unique and your productivity will grow in a way that is even difficult to manage. Whenever you think of a tool for customer service, take HS into account. I do not regret using it.

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