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External reviews

378 reviews
from G2

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


    Consumer Goods

It works pretty well

  • June 06, 2018
  • Review provided by G2

What do you like best about the product?
all the notes that you can put in helpshift
What do you dislike about the product?
custom issue fields that we are required to fill in
What problems is the product solving and how is that benefiting you?
all the emails are connected with each other


    Delia A.

Easy Peasy

  • June 05, 2018
  • Review provided by G2

What do you like best about the product?
Efficiency and ease of service. Makes it very easy to take care of any issue quickly.
What do you dislike about the product?
Nothing! So far, so good. Can't complain about anything.
What problems is the product solving and how is that benefiting you?
Any issue I've had with CS


    Consumer Goods

Very helpful and efficient!

  • June 05, 2018
  • Review provided by G2

What do you like best about the product?
I love that we can create smart views and auto-assign tickets to certain team members and smart views so the tickets are handled accordingly.
The automations to set up auto responders are great, too!
What do you dislike about the product?
That you are unable to edit the user details to add in the users email and name if that user data does not come over.
What problems is the product solving and how is that benefiting you?
We are solving offering quick and exceptional customer service to our customers. We can measure our team's productivity with analytics and see what are the most popular tags to help us proactively reduce issues.


    Computer Games

Helpshift is better than Zendesk when it comes to assisting users

  • June 05, 2018
  • Review verified by G2

What do you like best about the product?
I love that the fact that we were able to integrate Helpshift into our games. Users are able to contact Customer Care just through the game instead of getting taken out of it.
What do you dislike about the product?
I wish macros were easier to use like Zendesk.
What problems is the product solving and how is that benefiting you?
Currently no business problems at the moment. It's been nice to be able to have the FAQ and ticket system all rolled into one.


    Alexis D.

There's always room for improvement

  • June 05, 2018
  • Review provided by G2

What do you like best about the product?
I like the simplicity of the tool, and it is very user friendly
What do you dislike about the product?
You always need to refresh after 5 mins when you are on idle.
What problems is the product solving and how is that benefiting you?
Moviepass subscription. Its a better way to resolve customer issue.


    Apparel & Fashion

Easy to use

  • June 05, 2018
  • Review verified by G2

What do you like best about the product?
Works well and is easy to use. All is visible and easily accessible which makes it user-friendly.
What do you dislike about the product?
No tutorial on how to use smart views and can take a little bit to load at times.
What problems is the product solving and how is that benefiting you?
Customer service communication


    Retail

Simplified, organized support platform that is easy to use

  • June 05, 2018
  • Review verified by G2

What do you like best about the product?
I love the simplicity of the flow while working in HelpShift. At first if you are adjusting from another service, it may feel like "Am I missing something, is it really this easy?" It is! The chat format of conversations for all platforms makes it easier to keep track of the customer's concerns. It feels seamless which makes it less stressful.
What do you dislike about the product?
I wish there were some additional information available, such as issue numbers in the "other issues" tab for individual customers. I would also like if there were a keyboard shortcut to open the Quick Reply box to prevent extra clicking around. It's also not as easy as we'd like to view individual agents' satisfaction "star" ratings and comments left by the customer.
What problems is the product solving and how is that benefiting you?
Our live chat and email/in-app contacts are streamlined into 1 place which helps keep the workload organized and in order. I like that there are queue priority filters, this helps us keep up with customers in the order they have contacted us.
Recommendations to others considering the product:
It takes some time to get it fully customized to your needs but it's worth it in the end.


    Entertainment

An enormous but exciting experience with Helpshift.

  • June 05, 2018
  • Review provided by G2

What do you like best about the product?
What I like the most with Helpshift is that I can see all the details of the customers which are reliable and helpful for our work. It is a friendly site that can be easily used by everyone.
What do you dislike about the product?
Sometimes, it is slow to load all the details that are presented on the page.
What problems is the product solving and how is that benefiting you?
It helps our business to do our work easily and we can communicate well with our customer which is a good thing if you're providing a not just good but best customer service experience.


    Wine and Spirits

Helpful tool

  • June 05, 2018
  • Review verified by G2

What do you like best about the product?
The analytics and reporting capabilities
What do you dislike about the product?
Tedious process in creating outbound communications between merchant and communication. Lack of application integrations
What problems is the product solving and how is that benefiting you?
Day to day communications between merchants and customers. Also improving experience based on user feedback from CSAT / DSAT Scores


    Consumer Goods

Great and Efficient!

  • June 05, 2018
  • Review provided by G2

What do you like best about the product?
I like that Helpshift notifies me of any issues assigned to me. It is also extremely organized. I love the capability of adding different folders. Helps me to be efficient and work smart.
What do you dislike about the product?
Sometimes it does lag, Sometimes notifications show but then disappear. Not very often at all, though!
What problems is the product solving and how is that benefiting you?
I am able to efficiently work as a customer service agent with my company.