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Pleasing on the eye, but lack of functionality
What do you like best about the product?
The interface is very pleasing in the eye
What do you dislike about the product?
It keeps on getting disconnected if I left the computer for 3 minutes and have to refresh everything all over again. Plus, I can't download or tickets by agents in an effective way. Too many 'animations' that slow down workdone.
What problems is the product solving and how is that benefiting you?
The migration is done due to a business decision. But to be honest, I love Zendesk very very much. Clean, straight to the point and fast.
Recommendations to others considering the product:
Nope, won't recommend.
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Good Quality
What do you like best about the product?
Helpshift is a good quality advantage point for routine office work
What do you dislike about the product?
I really have nothing bad to say about this technology
What problems is the product solving and how is that benefiting you?
Allows you to keep up with your employees
Love how easy it is!
What do you like best about the product?
I love the capability of being able to do very specific searches. I also love the ease in emailing customers, seeing previous responses even if it is from a different support representative.
What do you dislike about the product?
I wish there was a way to download certain tickets/email addresses. Its not super clean right now. When you download it just puts them in a doc. It would be nice to download say all the customers who canceled their subscription through helpshift and have them load into a doc somehow with the conversation link as well.
What problems is the product solving and how is that benefiting you?
Lots of customers being helped! Love live chat.
Helpshift
What do you like best about the product?
I like that I’m able to categorize messages and tag them
What do you dislike about the product?
I dislike how my messages sometimes get lost in the mix if I’m not the initial responder. I would be really helpful to be able to have a button to push to "create" email if it is an app ticket. Rather than creating a new ticket then having them linked, I would like to just be able to "create e-mail" while I already have the customers ticket open. This would especially be helpful when following up with webchat customers who no longer have the webchat open.
What problems is the product solving and how is that benefiting you?
We are replying to customers faster.
HS
What do you like best about the product?
The search function for finding old tickets
What do you dislike about the product?
That tickets disappear after a few months.
What problems is the product solving and how is that benefiting you?
Take care of our customers
Helpshift-usually helpful, sometimes glitchy
What do you like best about the product?
Easy organization of work issues that come in, listed in order of priority or by wait time. Simple click boxes and very functional for customer service.
What do you dislike about the product?
At first, it was confusing to grasp how everything worked. There have been a few glitches and sometime Helpshift crashes. This can be frustrating when live-chatting with customers.
What problems is the product solving and how is that benefiting you?
Helpshift has helped with quick and effective communication with the customer. They are able to reach out day or night the issues go into a wait by time queue. This makes it very easy to service and help our customers in the most efficient way. Live chat was definitely a game changer.
Recommendations to others considering the product:
Have extensive training to your staff on Helpshift, it's easy once you know how.
Helpshift Review
What do you like best about the product?
I like that I can see the conversations go back and forth between me and the customer. It works great to notify me when I have a reply waiting for me or when I am waiting for someone and how long I have been waiting. Gives me great details.
What do you dislike about the product?
I dislike that there isn't a pending folder of needing to follow up. It would be nice to not have to go through all of my notes and find which issues need to be followed up with. At my last company, we had a pending folder and it helped with my productivity.
What problems is the product solving and how is that benefiting you?
Being able to communicate with our customers and utilize our productivity by seeing how many people we have helped, find answers from other issues, etc.
Recommendations to others considering the product:
Great way to keep up with team issues and be able to communicate with customers.
I've never used a different chat service but helpshift has gotten the job done.
What do you like best about the product?
Intuitive platform. They are continually getting better and improving features. Easy to keep everything straight and orderly so we can get to customers quickly.
What do you dislike about the product?
I wish I could flag issues I need to come back to. Something more than just selecting an additional tag. I wish I could set up my own quick text options rather than company wide ones as I hate typing my own name a million times per day. I also wish the FAQ section had an easier viewing/selecting option.
Persistent notes for a customer would also be ideal (notes that carry over from one issue to the next).
Persistent notes for a customer would also be ideal (notes that carry over from one issue to the next).
What problems is the product solving and how is that benefiting you?
Communications with customers is key. Live chat has been particularly helpful as it gets customers help very quickly.
HelpShift for Customer Service
What do you like best about the product?
Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.
What do you dislike about the product?
Glitchy. Notifications are regularly off. Would love to integrate Social Media.
What problems is the product solving and how is that benefiting you?
We use it for customer inquiries ranging from technical issues to simple how-tos and feedback.
Recommendations to others considering the product:
I'd love if it integrated a Social Media platform, but it's fantastic for bringing emails and in-app help (including Live Chat) into a single program. It takes a while to familiarize yourself with all the features.
Helpshift
What do you like best about the product?
The ease, all of the information is in one place. It's very intuitive and user-friendly. Their customer support is top-notch!
What do you dislike about the product?
It isn't real-time. Productivity is harder to measure when it's not in real time. Sometimes takes awhile to load, and can be glitchy.
What problems is the product solving and how is that benefiting you?
We use them for all of our customer support. It's a great platform. Their automations are great, live chat is great.
Recommendations to others considering the product:
Their customer support is amazing and will work with you to meet whatever needs to have. They have tips and tricks and features that they will help you with, you just have to ask.
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