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Helpshift: A good entry point for chat and email support
What do you like best about the product?
Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime.
What do you dislike about the product?
Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours.
What problems is the product solving and how is that benefiting you?
Helpshift primarily helps us manage our CS requests. As one of our goals being response time; Helpshift's ability to show the age of each ticket helps in keeping track of this goal.
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O HelpShift é incrível!
What do you like best about the product?
Helpshift é uma plataforma maravilhosa para atender os clientes da minha empresa, a utilizo diariamente para prestar um atendimento incrível e, assim, para o cliente sair satisfeito. É muito intuitivo e de fácil utilização, além dos recursos serem muito completos.
What do you dislike about the product?
Sei que todos os produtos estão sujeitos à instabilidades, como eu utilizo o Helpshift todos os dias, acredito que consigo perceber mais. Em alguns momentos, a plataforma trava, envia mensagens duplicadas para o cliente e até a redistrivuição dos chats param de acontecer de forma automática. Porém, isso não afeta o produto final.
What problems is the product solving and how is that benefiting you?
O Helpshift me beneficia diariamente, já que é através dele que consigo prestar um atendimento eficiente ao cliente. Ademais, é uma plataforma incrível que nos permite organizar e separar os atendimentos por temas.
Helpshift, a plataforma do futuro.
What do you like best about the product?
Helpshift é uma plataforma excelente para atendimento aos clientes, utilizo diariamente para verificar os atendimentos e poder monitorar corretamente.
What do you dislike about the product?
As vezes trava e envia mensagens duplicadas para o cliente, mas nada que afete o produto final.
What problems is the product solving and how is that benefiting you?
Atendimento ao cliente com eficiência, tanto com suporte ao cliente quanto a pessoa que atende, integra facilmente com a plataforma da Playvox.
Helpshift é uma plataforma excelente!
What do you like best about the product?
Gosto da facilidade do uso, além de ajudar nos atendimentos e possibilitar a inserção de FAQs dentro da plataforma.
What do you dislike about the product?
Não gosto quando apresenta lentidão e duplica as mensagens.
What problems is the product solving and how is that benefiting you?
Ajuda nos atendimentos da empresa e na resolução de dúvidas dos clientes.
Recommendations to others considering the product:
A Helpshift é a plataforma perfeita para atendimento ao cliente. Além de ser fácil de utilizar, permite a integração de chat bots.
Plataforma de fácil manuseio
What do you like best about the product?
A facilidade de manusear a plataforma. Ela é bem intuitiva e objetiva, uma ótima ferramente para atendimento ao cliente. Funcional tanto para a empresa, quanto para o cliente.
What do you dislike about the product?
Os filtros que temos que fazer pra buscar certos tipos de atendimento.
What problems is the product solving and how is that benefiting you?
Em alguns momentos a plataforma apresenta lentidão, mas está no caminho certo.
Recommendations to others considering the product:
Uma plataforma de fácil manuseio e intuitiva.
Muito bom!
What do you like best about the product?
O Helpshift é prático e de fácil visualização.
What do you dislike about the product?
Letras e local de texto pequenos que poderiam ser melhorados.
What problems is the product solving and how is that benefiting you?
Atendimento ao cliente
Recommendations to others considering the product:
Excelente
Helpshift Rating
What do you like best about the product?
It's easy to use and intuitive for service staff.
What do you dislike about the product?
The Helpshift could have more tools to control users.
What problems is the product solving and how is that benefiting you?
It is a tool that facilitates instant communication with the customer.
Recommendations to others considering the product:
It is a good tool of customer service, but it needs more development in the control of users.
Helpshift review
What do you like best about the product?
I like the visual simplicity of the product. It is easy to talk to our customers, and send attachments and images.
It can be well integrated with so many different systems.
It can be well integrated with so many different systems.
What do you dislike about the product?
Previously it took us some time to reach out to the engineers to get the solution for a critical issue we had.
Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly.
Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly.
What problems is the product solving and how is that benefiting you?
Our customers communicate with our agent using Helpshift integrated into the app and website.
Also, we use FAQ to answer the most popular questions and requests.
Automation rules and bots help us to organize the customer inquiry flow.
Also, we use FAQ to answer the most popular questions and requests.
Automation rules and bots help us to organize the customer inquiry flow.
Reliable, flexible platform that can get you to value quickly.
What do you like best about the product?
- Strong, flexible, reliable Salesforce Service Cloud integration.
- Dashboard UX, especially the bot design tool is easy to use and understand.
- Web and SDK are flexible and easy to install.
- Dashboard UX, especially the bot design tool is easy to use and understand.
- Web and SDK are flexible and easy to install.
What do you dislike about the product?
- Don't support new text channels out of the box (SMS, Whatsapp, Apple Business Chat)
- Support is generally quick but SLAs and availability are not contractually committed to.
- Support is generally quick but SLAs and availability are not contractually committed to.
What problems is the product solving and how is that benefiting you?
- Fast, scalable customer support in Web and App.
- Robust case prioritization and routing logic (in conjunction with Salesforce) .
- Easy self-triaging of case volume by end-user.
- Robust case prioritization and routing logic (in conjunction with Salesforce) .
- Easy self-triaging of case volume by end-user.
A tool that facilitates communication with the customer.
What do you like best about the product?
It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service.
What do you dislike about the product?
Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic.
The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way.
The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way.
What problems is the product solving and how is that benefiting you?
Today we use the tool to chat with our customers through our product app. The tag function is one of the benefits that help us to raise the questions that most make the customer make this contact. We were also able to put a color filter to determine if a chat has already been answered or if it is still waiting for an answer, set up a transfer to another agent, so the customer doesn't have to wait too long for a response. It is also possible to work with bots in the tool, we were able to automate some trades. Thus, we aim to make our service more optimized.
Recommendations to others considering the product:
I recommend Helpshift, as it is a platform that keeps the company always connected with the online customer. Help solve problems and clarify doubts immediately.
In addition to being able to add bots that help in the search for necessary information that make the person responsible for the service more prepared when starting a new chat with the customer.
In addition to being able to add bots that help in the search for necessary information that make the person responsible for the service more prepared when starting a new chat with the customer.
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