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Moderate Helpshift user
What do you like best about the product?
I like that you are able to tag feedback so that the appropriate team can monitor
What do you dislike about the product?
That you can't export feedback into some sort of spreadsheet
What problems is the product solving and how is that benefiting you?
Finding customer friction points and addressing them
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useful to people on the go
What do you like best about the product?
I like its live chat feature. Works best to people on the go to those who do not have time to call.
What do you dislike about the product?
There are times I have to use tags manually to put a ticket to the right queue.
What problems is the product solving and how is that benefiting you?
In customer service, it helps save customer's time in waiting a response via e-mail or IVR
Recommendations to others considering the product:
Hey, it's worth a try. There are customers who prefer texting than calling.
Very Helpful Tool
What do you like best about the product?
It's a very helpful tool for companies interacting with customers and increasing customer service overall satisfaction. It's convenience and easy to use; and it's very user friendly.
What do you dislike about the product?
My overall experience with Helpshift has been good.
What problems is the product solving and how is that benefiting you?
Helpshift is used to communicate with customers and assist them on helping banking issues.
Not a customer focused company
What do you like best about the product?
Query system is good, and it's easy to learn
What do you dislike about the product?
Broken functionality, can't export queries, kb ha no analytics, API lacks drilldown functionality, suppott is bad bad
What problems is the product solving and how is that benefiting you?
Responding to players at scale.
Helpshift Review
What do you like best about the product?
The ability to sort tickets by tags and to set up multiple automation.
What do you dislike about the product?
The lack of built-in language translation and the lack of ability to do custom signatures for each team member.
What problems is the product solving and how is that benefiting you?
It allows my teams to rapidly find and answer tickets by tag and payment type
Recommendations to others considering the product:
The Helpshift system is good if you are needing something to use for a small to the midsize userbase.
This is one of the best CRM with a low price
What do you like best about the product?
Helpshift has an easy way for agents too reply to customers.
What do you dislike about the product?
My company has bots set up with Helpshift. They still have to make some improvements in their bots technology to match with other competitors out there
What problems is the product solving and how is that benefiting you?
As mentioned above Helpshift is an easy CRM to agents to reply to customers. It improvesFCR and CSAT
Helpshift Works Great
What do you like best about the product?
It has different categories that makes it easy to keep track of different chats when you are on multiple.
What do you dislike about the product?
It would be nice if there was some notification that could be sent when someone returns to the chat after being inactive for around 10 minutes.
What problems is the product solving and how is that benefiting you?
It has helped me solve issues that are clients are having with our website, or any questions that they have about any paperwork.
Platform is easy to use.
What do you like best about the product?
Overall the system is easy to learn for first-time users and customers. The functions are also easy to access on the platform. It can be customized for personal/organizational use.
What do you dislike about the product?
The color theme are lacking on the platform. Adding more colors or highlights will create more contrast and make it easier to see different things on the system.
What problems is the product solving and how is that benefiting you?
Being able to help multiple customers at the same time, more efficient than phone calls.
Recommendations to others considering the product:
Add more color themes to create contrast for the platform.
A beneficial business tool!
What do you like best about the product?
The aspect I enjoy the most about Helpshift is its convenience to use. Notifications are clear and concise, and the notes fields are helpful to keep track of past issues.
What do you dislike about the product?
It would be nice if we did not have to use an external program to receive desktop notifications.
What problems is the product solving and how is that benefiting you?
The problems addressed are mainly for website issues and duplicate entries within our database. It's kept an easier line of communication with the clients rather than writing out an email.
Ops Manager
What do you like best about the product?
Best: Bot capability, Async ability, fairly easy agility in terms of queue building and app implementation
What do you dislike about the product?
Worst: Reporting is terrible. How do you run productivity on just resolution? I need to see every email "sent." If all I see is 8 solved emails, but then manually go in and see that there were 45 actual messages sent, that 8 solved means nothing. Fix the reporting and labeling. Need to be more agile.
What problems is the product solving and how is that benefiting you?
It was an email solution for us but unfortunately, compounded a lot of our issues due to not being able to understand the true size of our queue due to lack of real customer service metrics--very basic CS 101 metrics.
Recommendations to others considering the product:
Demand reporting
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