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Great new features! They're making great strides!
What do you like best about the product?
I like that a helpshift has a user-friendly interface and it makes it incredibly easy to keep track of your types of issues using their tag system. It's also great because they have a mobile version. So a colleague could send you a link to a Helpshift issue and you can open it and reply right from your phone. They recently came out with a 'Quick Reply' category which is so helpful when using their live chat feature. You can send your customers short phrases that already pulls their name from the top of the ticket.
What do you dislike about the product?
It’s slow and not 100% reliable. It takes a lot of page refreshing to get the most accurate up to date figures. They seem to have hiccups on their end quite a bit. I'd love if they came out with a real-time tracking system because it can sometimes take hours to get the most accurate numbers from their analytics. I also would like to see them come out with a smart phone appl.
What problems is the product solving and how is that benefiting you?
We help our customers using Helpshift. So it’s important. We also use the tags to organize the issues that come in to better understand the user experience. Using their tag organization, we can foresee what problems our customers are experiencing and predict what will happen next. It makes it easy to find the types of problems customers are having. We also use Helpshift to keep track of the user's history with us. This makes it nice because we can easily open their past issues and not have to ask them a bunch of questions they've already answered.
Recommendations to others considering the product:
If you're using Helpshift, I'd highly recommend getting in touch with their support team for a 1 on 1 tutorial. It has so many awesome features that aren't the most obvious to find.
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Pretty good.
What do you like best about the product?
It is user friendly and not confusing to figure out.
What do you dislike about the product?
I can’t think of anything I really dislike.
What problems is the product solving and how is that benefiting you?
Responding to customers and keeping all of our issues organized.
Great platform for customer service!
What do you like best about the product?
I like that Helpshift is willing to work with us on features we would like added to Helpshift. They are always very responsive to us when we have questions or want more features. I love how Helpshift always notifies its users when they will have a service outage (but they are rare!). I also love how Helpshift is easy to use, and easy to keep track of analytics. Always reliable!
What do you dislike about the product?
I don't like that I can't see the email from customers to me on the whole screen. It used to be that way, but was recently changed. So the email is smaller, and if it's a long thread, I have to scroll a long ways up to find older emails, whereas if the screen were bigger, I wouldn't have to scroll as much.
What problems is the product solving and how is that benefiting you?
We're helping our customers resolve their issues super quickly because of live chat! That has been such a benefit to us and our customer service quality.
Helpshift is Helpful
What do you like best about the product?
I like that the emails come right in and we are able to answer them in a timely manner. The quick replies are some of the most useful things that I use during my workday. I insert them into almost every conversation I have with my customers and find it so convenient that they are just as they say they are, quick. We've started using the Live Chat feature through Helpshift and it truly is such a game changer for my work. I know that when my team has questions or feature requests on Helpshift, that the Helpshift team listens to them seriously and works their hardest to help us implement them.
What do you dislike about the product?
I don't like that sometimes customers can respond to an email that is really old and it comes back to me, even though it has nothing to do with the issue I help with previously. I also really dislike that linkedin replies come to me through my emails that I've sent to customers. It is obnoxious as I am rejecting them constantly as they are received.
What problems is the product solving and how is that benefiting you?
We are getting customer's emails answered quickly. It is really beneficial to get the customers taken care of. As mentioned above, we now have the Live Chat feature and it is so helpful in getting customers answered quickly. Our customers are happier as they are getting immediate help and that is a huge benefit to my job. We are also able to track which issues are coming in with their convenient tags. This helps our development team create a better product for our customers.
Recommendations to others considering the product:
This is a great tool if you want to get emails organized quickly.
Helpshift Review
What do you like best about the product?
The layout is beautiful, I feel organized, granted I haven't ever used any other software for this purpose. I've never been confused as a 6-month user.
What do you dislike about the product?
Sometimes the stats page takes a while to load - we have a daily requirement and I can tell that HS isn't refreshed sometimes even when it says it is.
What problems is the product solving and how is that benefiting you?
Customer Support communications.
Ease of use
What do you like best about the product?
Easy to use and navigate through, user friendly
What do you dislike about the product?
No spellchecker or grammar help, can't undo
What problems is the product solving and how is that benefiting you?
Replying to customer feedback
okay
What do you like best about the product?
simple and easy to learn especially when onboarding
What do you dislike about the product?
lack of other tools.....................
What problems is the product solving and how is that benefiting you?
support tickets
It's good but..
What do you like best about the product?
I like the fact that the message to the customer will not send unless you press both keys.
It helps prevent errors in messaging
It helps prevent errors in messaging
What do you dislike about the product?
I do not like the rating system. I prefer a good or bad rating vs the 1-5 stars rating method
What problems is the product solving and how is that benefiting you?
Helpshift is ultimately more convenient. It's easier to store your macros and much easier for share information within the messages with my coworkers.
Recommendations to others considering the product:
None
Helpshift Review
What do you like best about the product?
I like the new format/ layout of Helpshift, it looks much more organized than before. It's also easier to view and answer all the issues in the new format. I also like the sent/read status.
What do you dislike about the product?
Searching for an old issue is quite hard since even when you type in a keyword some issues don't show up.
What problems is the product solving and how is that benefiting you?
Helpshift enables our players to reach us immediately when they encounter an issue/bug or when they have questions.
Great service, easy to manage!
What do you like best about the product?
The in-conversation note and @ feature are incredibly useful when handing cases from one team member to another. The assign button is great for passing cases onto the correct department and the sub-categories allow an ease of work flow and project management.
What do you dislike about the product?
There is nothing I would complain about!
What problems is the product solving and how is that benefiting you?
Customer support issues.
Recommendations to others considering the product:
Make the most of all the tools available.
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