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Support Trooper
What do you like best about the product?
Helpshift is constantly updating and improving which is so important!
What do you dislike about the product?
The thing I dislike the most is that I feel like there are so many features that I don’t use because I don’t understand how to use them.
What problems is the product solving and how is that benefiting you?
We are slaying customer support 1 day at a time and helpshift is helping us do that in the most effective and easy way possible.
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Help Shift Review
What do you like best about the product?
What I like about Helpshift is the ease searching for old tickets and new tickets! It is great!
What do you dislike about the product?
I do not like to use the Customer Issue Fields because it prolongs fixing the issue and getting back to customers.
What problems is the product solving and how is that benefiting you?
Wine orders, complaints, missing purchases. I am able to realize all of the great ease of navigation.
Recommendations to others considering the product:
Not using the customer issue fields! however, I do understand that it is a part of the job and is needed to work it.
Togetherness
What do you like best about the product?
I enjoy the feature of tagging and sharing without showing it to the customers.
What do you dislike about the product?
Inability to combine tickets together, would be great to have a way to do this
What problems is the product solving and how is that benefiting you?
Contacting customers in a quick and precise way that is logged for other people.
Easy and Efficient!
What do you like best about the product?
Helpshift is easy and intuitive. It allows me to answer inquiries and help customers in real time.
What do you dislike about the product?
So far so good. I haven't found anything that doesn't work for my support needs.
What problems is the product solving and how is that benefiting you?
Verification, refunds, real time problem solving.
Easy to learn!
What do you like best about the product?
It is so easy to learn and organized! I love that you can create your own smart views!
What do you dislike about the product?
Lately I have noticed that I have in progress (number shows) but nothing in red pops up! I have to refresh.
What problems is the product solving and how is that benefiting you?
I help customers with their Chatbooks. I like the organization in Helpshift.
Helpshift is easy to handle and being productive
What do you like best about the product?
The most I love from Helpshift is that I can quickly check cases with my keyboard arrows and I can also submit answers with shortcuts. That saves my time and many clicks too!
What do you dislike about the product?
I can’t add my own prefabs if I am not an administrator.
What problems is the product solving and how is that benefiting you?
Customers get in close touch with the brand, easy to let us know how we can improve it and evaluate our services.
Helpshift- The easiest way to see everything you need
What do you like best about the product?
Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping.
What do you dislike about the product?
Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use.
What problems is the product solving and how is that benefiting you?
We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues.
Recommendations to others considering the product:
I think that Helfshift should really show companies the live chat feature. It is so amazing that customers are getting the help they need faster than an email. If companies knew how great this would be for their bottom line, they would use it in a heartbeat.
I enjoy helpshift for tracking my ticket requests and following up internal inquiries.
What do you like best about the product?
I like that each ticket has a unique code that I can refer back to check on the issue.
What do you dislike about the product?
I dislike that searching in open or closed issues requires high specificity.
What problems is the product solving and how is that benefiting you?
I am trying to get quick support help for my customers, connecting them to support agents. I've realized that helpshift is great at organizing the tickets that need review, but a downfall is that some tickets get backlogged in the descending chronological order. First is first, but sometimes last should be first.
Easy resource for support
What do you like best about the product?
Great resource for helping customers quickly
What do you dislike about the product?
Lack of integrations , wish they worked with more
What problems is the product solving and how is that benefiting you?
Order information
Helpshift has come so far! We are really happy with them!
What do you like best about the product?
I love their Live Chat, their Analytics, and how responsive they are in our requests
What do you dislike about the product?
I wish they had SMS Text Support and I wish they had more personalization with the ability to do a profile pic avatar and stuff like that for Live Chat
What problems is the product solving and how is that benefiting you?
Responding to our customers quickly and resolving issues almost immediately.
Recommendations to others considering the product:
Great out of the box, but you will pay extra for the additional features
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