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Very strong on its market but expensive
What do you like best about the product?
Multiple platforms on the help center
Easy chat bot setup
Very good UI and UX
Unity plugin
Good analytics
Some good integration
Good customer support
Easy chat bot setup
Very good UI and UX
Unity plugin
Good analytics
Some good integration
Good customer support
What do you dislike about the product?
Expensive
Lack of some platform support on the Help Center (Console, PC, etc.)
Lack of some channels (Telegram, TikTok, etc.)
Lack of some platform support on the Help Center (Console, PC, etc.)
Lack of some channels (Telegram, TikTok, etc.)
What problems is the product solving and how is that benefiting you?
Multiple platforms on the help center
Easy chat bot setup
Easy chat bot setup
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The Top Mobile Support Platform
What do you like best about the product?
The ability to automate and provide strong self-service options while simultaneously collecting all necessary information to ensure agent support is fast and effective.
What do you dislike about the product?
Helpshift's roadmap over the past couple of years have covered all the major gaps that I saw with the product, so there isn't really anything I dislike about it today.
What problems is the product solving and how is that benefiting you?
Collecting as much data as possible to help us support the player without the player needing to manually submit that data ensures accurate information is provided while also creating a strong player experience. The high level of automation allows us to scale in a cost-effective way and the ongoing improvements to chatbots and other functions make it easier to set up and maintain these automations. The ease of integration is also a major differentiator that helps solve the issue of getting resourcing in time to implement support solutions in our products.
Recommendations to others considering the product:
Helpshift has been a great partner
Helpshift allows us to engage with our customers
What do you like best about the product?
Helpshift allows us to organize, prioritize, and engage with customer communication in a very effective way. It collects messages from our titles as well as emails from our website, tags them, and filters them however we want to see them. It makes it easy to communicate with our players through personal messages or quick replies to common issues and questions.
What do you dislike about the product?
I wish there was a way that Helpshift could translate communication from different languages into English and then back again.
I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games.
I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games.
What problems is the product solving and how is that benefiting you?
Helpshift is our vehicle for customer service and makes it easy to communicate with our customers. The process can be tedious and time-consuming, but Helpshift makes it far more efficient.
System work well for us, support is always fast to handle questions, address issues.
What do you like best about the product?
No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees.
What do you dislike about the product?
While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) .
What problems is the product solving and how is that benefiting you?
In App support - presentation of FAQs and an an in-App channel for logging help requests.
Recommendations to others considering the product:
Overall good platform for a standard service offering but be aware it's not easy to customise FAQs content by geography if this is important.
Everything my team needs to provide excellent client service
What do you like best about the product?
Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience.
What do you dislike about the product?
Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support.
What problems is the product solving and how is that benefiting you?
We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month.
Recommendations to others considering the product:
Definitely have a list of what you need the platform to do and have them demo the features. It does way more than you think!
Help Shift
What do you like best about the product?
Easy of initial integration for gaming platform (Unity)
What do you dislike about the product?
Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot).
What problems is the product solving and how is that benefiting you?
Ease of initial integration and getting started. Unity plugin is a plus!
Recommendations to others considering the product:
ease of getting started, but not for price
Great Customer Service and overall great application
What do you like best about the product?
The ease with which you can work. The flow of information makes it easy to follow.
What do you dislike about the product?
A few customizations are not available at this time with Helpshift, but after speaking to the team, they have been able to look into it.
What problems is the product solving and how is that benefiting you?
We are using the application for Customer Service and making sure people can contact us for immediate attention within their Mobile app for financial instructions.
Recommendations to others considering the product:
NA
Solid support CRM
What do you like best about the product?
The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android.
What do you dislike about the product?
The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse.
What problems is the product solving and how is that benefiting you?
Helpshift is helping my org to scale operations without needing to scale costs by providing avenues of self-service, and automation.
Reliable partners in ticket management
What do you like best about the product?
The stability of the service.
Effortless management of conversations with users, the abundance of automation and filter settings.
Easy approach to the support and customer success teams.
Availability of bots and AI features.
Effortless management of conversations with users, the abundance of automation and filter settings.
Easy approach to the support and customer success teams.
Availability of bots and AI features.
What do you dislike about the product?
Internal analytics are pretty poor; some questions can be answered only using external services such as Power BI.
Spam filters for email issues do not work as well as they could.
If you work with the platform long enough, it's easy to get lost in all the automations and bots and filters and other settings.
Spam filters for email issues do not work as well as they could.
If you work with the platform long enough, it's easy to get lost in all the automations and bots and filters and other settings.
What problems is the product solving and how is that benefiting you?
Out-of-the-box support for multiple channels and apps.
It helps us handle conversations with users from different platforms in one place and solve questions with FAQs before they are even asked.
It helps us handle conversations with users from different platforms in one place and solve questions with FAQs before they are even asked.
Using Helshift has been very straight forward and features have been easy to set up.
What do you like best about the product?
The Helpshift customer support team is fast and reliable, and the custom bots feature. The FAQ and different FAQ tools are great, and a way to minimize email messages is also a lot.
What do you dislike about the product?
Most of the success managers are based in US which causes me to stay available for late evening for business reviews etc, not a major issue but still something.
As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature.
As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature.
What problems is the product solving and how is that benefiting you?
We are solving a problem of FAQ management and player support with Helpshift, we have realized that Helpshift is saving us money by us having less employees working in support.
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