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Helpshift Digital Customer Service Platform

Helpshift | 1

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External reviews

378 reviews
from G2

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

    Computer Games

EXCELLENT Support Helpdesk

  • March 28, 2017
  • Review verified by G2

What do you like best about the product?
Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff.
What do you dislike about the product?
The interface. The review system also, it does not give detailed reviews from the clients, only a star rating.
What problems is the product solving and how is that benefiting you?
Helpshift helps us pick up patterns with in game bugs.

    Computer Games

Now using Helpshift for all of our products

  • March 22, 2017
  • Review verified by G2

What do you like best about the product?
The dashboard is incredibly easy to use. We are a mid-sized tech company and often depend on interns for our user support. With Helpshift we can have anyone trained to use it within an afternoon. Their support is also fantastic. They are always very receptive and quick to offer feedback or suggestions. In general, Helpshift has allowed us to streamline and consolidate our support for 10 different products.
What do you dislike about the product?
We ran into some technical issues with the sdk integration and their support team didn't seem to have the technical knowledge to help us. They had to put us in touch with programmers in India to get it fixed. I think the analytics end could also be expanded upon.
What problems is the product solving and how is that benefiting you?
We offer over a dozen products, each one developed and managed by an independent team, however we have just one marketing and customer support team. This made offering user support via email extremely chaotic and time consuming. Plus we had no analytics at all. Helpshift has consolidated everything and saves us a ton of time.

    Adam S.

An essential tool for Community Managment

  • March 22, 2017
  • Review verified by G2

What do you like best about the product?
I love the ease of being able to instantly view any support ticket using the search feature. The FAQ feature is also a huge help for us and our app.
What do you dislike about the product?
I don't dislike anything about Helpshift. However, I would love it if there was an auto translate option as we deal with multiple languages on a daily basis.
What problems is the product solving and how is that benefiting you?
Using the FAQ system our users are able to resolve their own issues. This drastically reduces the amount of support tickets that need to be "manually" handled.
Recommendations to others considering the product:
I highly recommend Helpshift. It is an essential tool for day to day Customer Support.

    Leisure, Travel & Tourism

very useful tool

  • March 22, 2017
  • Review verified by G2

What do you like best about the product?
Easy to learn, good team to support learning and set up of the tool
What do you dislike about the product?
Sometimes buggy, UI not optimal (redesign made it worse)
What problems is the product solving and how is that benefiting you?
Customer support for a video game, helps hearing from our players
Recommendations to others considering the product:
Give it a try, or get in touch with an account manager

    Financial Services

Valuable product, not the best in the market.

  • March 22, 2017
  • Review verified by G2

What do you like best about the product?
Simple agent interface and FAQ. Support from Helpshift team.
What do you dislike about the product?
Bad ticket assigning system. No option to give channel/category based support.
What problems is the product solving and how is that benefiting you?
When we relayed completely on email + phone support, it was hard to followup with a user. Now it's easy because agents have their chat history to ref.
Recommendations to others considering the product:
Good product for small scale of support team.

    Entertainment

Unreliable data that cannot provide the information we need

  • March 21, 2017
  • Review provided by G2

What do you like best about the product?
FAQ integration, ease of editing
Automation, such as tagging and auto-responses
What do you dislike about the product?
The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses.
Not enough search options. We need to be able to track issues chronologically. Currently, if we search for a certain tag on a specific creation date, the issues are displayed by the most recent status change
No Social Media functionality
What problems is the product solving and how is that benefiting you?
We are responding to more users, more quickly

    Joseph W.

Great Customer Service Integration For Mobile Games

  • March 21, 2017
  • Review verified by G2

What do you like best about the product?
How players can look up FAQs or contact us without leaving our game.
The user friendly agent interface.
The ability to add custom meta data and HS tags.
What do you dislike about the product?
Not much! I wish there was language translation support in the agent interface.
I would like the ability to merge the same users messages into one message. Tracking multiple user messages on the same topic is confusing in the current form.
What problems is the product solving and how is that benefiting you?
The biggest benefit is having user data automatically sent to us when they contact us. We no longer have to ask for info like username, etc.
This allows us to answer and respond to them faster than before.
Recommendations to others considering the product:
This the best solution for in app customer service that you can provide your users. Highly recommended.

    Matthew H.

Help shift a possible helpful customer support app

  • March 14, 2017
  • Review provided by G2

What do you like best about the product?
I like how the application is well layed out and easily used to obtain needed contact information
What do you dislike about the product?
Not a large amount of support information for certain companies
What problems is the product solving and how is that benefiting you?
Solving various IT related troubles.
Recommendations to others considering the product:
As with all new apps take your time and expect hiccups

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