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Very good customer service, unimpressive composition interface for creating FAQs
What do you like best about the product?
These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard.
What do you dislike about the product?
First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI").
The Edit UI is feature-poor.
Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced.
That being said, the product DOES work well and above all is RELIABLE.
The Edit UI is feature-poor.
Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced.
That being said, the product DOES work well and above all is RELIABLE.
What problems is the product solving and how is that benefiting you?
Helpshift provides virtually instant update of new or revised content. The advantages over distributing hard-copy information are incalculable.
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Helpshift is overall pretty helpful, but still lacks some features that I would like.
What do you like best about the product?
It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options.
What do you dislike about the product?
I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue.
For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently.
For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently.
What problems is the product solving and how is that benefiting you?
Helpshift is integrated right into our game, so users can access it without leaving the app.
Helpshif for customer experience in a fintech company.
What do you like best about the product?
Visual simplicity when defining a customer journey, from the moment a ticket is opened: management of automations, views, bots.
As a platform administrator within pag !, I really like the convenience of switching group agents and the ease of changing targeting flows in automations, for example. In case I need to modify the structure of a bot, it is practical to change the 'THEN' step for the new built bot.
As a platform administrator within pag !, I really like the convenience of switching group agents and the ease of changing targeting flows in automations, for example. In case I need to modify the structure of a bot, it is practical to change the 'THEN' step for the new built bot.
What do you dislike about the product?
Dependence on agents to improve the IA model (predict label). This is because, unfortunately, we have difficulty in achieving an assertive calibration of the accuracy of the prediction of labels, as many agents do not perform the 'correction'.
Also, I miss something like the suggestion of analytical insights - for example, suggest FAQ's that are not very assertive and effective, based on the client's views, likes or dislikes.
In the last few months, since the beginning of the quarantine period, many agents have reported some instabilities, such as slowness, website crashes and problems in sending messages (some duplicated) and, as they often end up not showing these problems in screenshots or videos, we have difficulty in reporting them.
Also, I miss something like the suggestion of analytical insights - for example, suggest FAQ's that are not very assertive and effective, based on the client's views, likes or dislikes.
In the last few months, since the beginning of the quarantine period, many agents have reported some instabilities, such as slowness, website crashes and problems in sending messages (some duplicated) and, as they often end up not showing these problems in screenshots or videos, we have difficulty in reporting them.
What problems is the product solving and how is that benefiting you?
Helpshift allows us to manage a high volume of tickets, segregating them so that the responsible teams attack specific brand products. We use a lot (in practically all tickets) an interaction with chatbot, which in addition to deflecting part of the contacts, manages to "filter" the customer's problem before being directed to an agent.
The tags allow us to be able to see the gaps in the operation, which is very useful when thinking about improvements in both the product and the chat service flow.
The tags allow us to be able to see the gaps in the operation, which is very useful when thinking about improvements in both the product and the chat service flow.
Recommendations to others considering the product:
For organizations that expect a high volume of assistance, helpshift works very well in a scalable way, since adaptation to base growth (and contact rate) happens in a very fluid way.
Good helpdesk for mobile apps
What do you like best about the product?
1. Good SDK integration with mobile apps.
2. Smart Queues
3. Very useful User ID Link feature
4. Ability to attach game logs to every issue.
2. Smart Queues
3. Very useful User ID Link feature
4. Ability to attach game logs to every issue.
What do you dislike about the product?
1. Complex price model
2. Status system. I cannot change the status unless a user updates a ticket.
3. Quick replies feature. I need possibility to create a different workspace for each agent.
2. Status system. I cannot change the status unless a user updates a ticket.
3. Quick replies feature. I need possibility to create a different workspace for each agent.
What problems is the product solving and how is that benefiting you?
We use Helpshift to reply to all customer issues across all games and platforms. It's very convenient to have one helpdesk. Also, we use FAQ to deflect tickets. A user first reads FAQ article and only then submits a ticket. In such fashion we deflect more than 90% of tickets.
Helpshift allows to make a very quick integration with our internal CRM system to get user info.
Besides, we use automations a lot. We have set more than 100 new issue and time based automations. It helps us to tag tickets, assign to the correct agent and even to automatically reply to a user if we have a known issue.
We did an integration with App and Google Play stores so that all reviews are coming to Helpshift. Thus, we reply to all reviews directly through Helpshift.
Helpshift allows to make a very quick integration with our internal CRM system to get user info.
Besides, we use automations a lot. We have set more than 100 new issue and time based automations. It helps us to tag tickets, assign to the correct agent and even to automatically reply to a user if we have a known issue.
We did an integration with App and Google Play stores so that all reviews are coming to Helpshift. Thus, we reply to all reviews directly through Helpshift.
Recommendations to others considering the product:
Helpshift is good if you have a mobile app. It can be used as one stop solution for help desk. There is an option to localize your FAQ in many languages and set visibility of articles based on user platform.
Industry standard in customer support
What do you like best about the product?
Clarity of the interface is my favorite part
What do you dislike about the product?
Focus is shifting away from customer support
What problems is the product solving and how is that benefiting you?
Single point of contact for customer inquiries
Recommendations to others considering the product:
Consider if the analytics and BI are what you want, since that seems to be the focus of future developments
Helpshift works!
What do you like best about the product?
I like that you can segment your users, provide precreated response and being able to link to your FAQs
What do you dislike about the product?
I have no complaints, the program does everything we need it to do.
What problems is the product solving and how is that benefiting you?
purchase issues, connection issues and general customer questions
I love how user friendly it is.
What do you like best about the product?
I like that it was be used internally and with clients.
What do you dislike about the product?
I can't think f anything at the moment.
What problems is the product solving and how is that benefiting you?
We are able to help our clients with questions they may have in a quick and easy manner.
Recommendations to others considering the product:
Make the best use of it. It is a great tool for any company.
Good SDK for mobile app/games to connect with your users
What do you like best about the product?
Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience.
What do you dislike about the product?
Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends.
What problems is the product solving and how is that benefiting you?
We are using the Helpshift SDK to resolve the customer's problems. We have integrated Helpshift in our games to listen to the user's problem.
With the help of Helpshift, user's can reach to us and tell their problems that they are facing while using our products.
With the help of Helpshift, user's can reach to us and tell their problems that they are facing while using our products.
Recommendations to others considering the product:
It's a good software to connect and listen to your customer's queries. I recommend all to use this software in their app/games to connect with your users. In our company, we are using this for more than 4-5 years and it's a great experience.
Great CS platform
What do you like best about the product?
Helpshift is a very good tool for customer service requests for mobile apps. It is very easy to offer a fast customer support. Automations, FAQs and templates help you to deal with a lot of requests in your day-to-day business. Data and analytics in PowerBI are great too.
What do you dislike about the product?
The handling of requests that come directly via web form or e-mail could be a bit better, mobile is clearly the focus here, but in general they continuously improve their product. We have been using Helpshift for a number of years and improvements have been introduced all the time.
What problems is the product solving and how is that benefiting you?
It's the best way to provide customer service to mobile app users.
Adequate support portal for mobile gaming
What do you like best about the product?
The organizational process is relatively easy once you learn the work flow.
Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support.
The Analytics section covers all the baseline info I like to see and more.
Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support.
The Analytics section covers all the baseline info I like to see and more.
What do you dislike about the product?
Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs.
FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.
FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.
What problems is the product solving and how is that benefiting you?
Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ.
Recommendations to others considering the product:
Fast and easy to use interface for immediate support agents to answer inquiries. Agents will need to get engineering support when creating tags and hs-tags for auto-sorting. They will also need to "think like an engineer" when creating views or searching messages, but the learning curve isn't too steep.
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