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Great for app support!
What do you like best about the product?
The SDK integration pulling the data needed for troubleshooting crashes or reproduction steps to other issues is amazingly useful!
What do you dislike about the product?
Not being able to customize the fields fully and being forced to accept some undesirable parts is a big downside. The Spanish translations for some of the forced fields are quite rude, and we can't change them.
What problems is the product solving and how is that benefiting you?
Issues with not being able to find accounts has been resolved with the direct integration. We've also found some crashes and other issues through the logs that we are receiving.
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We're fans of Helpshift
What do you like best about the product?
The abillity to track tags through the analytics has helped us learn where we need to offer more support to our players.
What do you dislike about the product?
We look forward to feature requests such as scaling images and video within FAQ support articles. We also look forward to seeing player FAQ journies.
What problems is the product solving and how is that benefiting you?
We're answering questions players have before they ask them because of the analytic tools. We can see which articles are most visited and respond in articles before players reach out.
Recommendations to others considering the product:
This is great for our game at this time. Trials require a lot of setup, and support doesn't respond as quickly as we'd like. We've submitted feature requests but do not hear back.
A game changer if you value customer service
What do you like best about the product?
Helpshift has an excellent user interface that enables quick and simple deployment of Q&A, management of client requests, and visibility of trending issues. Our support team work well with the system and our app, which has over 50+ million downloads now, relies on Helpshift to deliver updated information to clients without having to submit new builds via the app stores.
What do you dislike about the product?
It would be great if they could automate the language translations, so we didn't have to copy-paste into google translate.
What problems is the product solving and how is that benefiting you?
We use Helpshift to deliver timely updated new information to our app users without having to push new updates etc.
Great experience and tool
What do you like best about the product?
Easy to use, training by the team to make sure you're using it to the full abilities
What do you dislike about the product?
Nothing at this time - everything is good
What problems is the product solving and how is that benefiting you?
Support tickets for mobile game. Very easy to use, tag tickets for reminders, FAQ, shorthand answers to help team
Recommendations to others considering the product:
Go for it
Very comprehensive in-app customer support
What do you like best about the product?
We're using Helpshift with Unity for in-game support for all our titles. Being a platform on which the players can contact the support directly inside the game is definitely the most important aspect of this tool. Previously, we sent the players which need support to a web portal, and this disrupts the experience.
What do you dislike about the product?
As with almost all external SDKs, the integration, despite being easy, presents a number of challenges. First, QA teams have to be extra careful with the build review, to make sure that no new bugs are being introduced into the game because of Helpshift. Secondly, the price can be high for indie and small developers.
What problems is the product solving and how is that benefiting you?
We're looking to improve our customer support experience with Helpshift. And Helpshift helps us Not only by showing a frequently asked questions page to the players, but also being able to reply to the players directly in-game.
Lead of the support team. Daily for FAQ, Tickets, etc.
What do you like best about the product?
The new interface for public FAQ pages and the easy-to-use automation system. The Helpshift options allow to easily switch agents on task without losing any information.
What do you dislike about the product?
The lack of customization and the disappearance of access to the HTML code.
What problems is the product solving and how is that benefiting you?
Support for all our catalog and account systems.
Recommendations to others considering the product:
Try it!
Help a lot, but reply slowly sometimes
What do you like best about the product?
I can link with game players effeciently.
What do you dislike about the product?
I sometimes ask customer service questions, but the reply is very slow.
What problems is the product solving and how is that benefiting you?
Finally solved
Helpshift Review
What do you like best about the product?
Helpshift is an excellent one-stop-shop for CS requirements, from the moment a customer needs is served through ticketing through to resolution.
What do you dislike about the product?
Currently, we are working through issues with applying bots and smart intents, but this is less a dislike and more something we are working to integrate to our satisfaction.
What problems is the product solving and how is that benefiting you?
The biggest problem solved is our customers' being heard and valued. The benefit has been in increasing the speed at which we handle customer care, which makes us an industry speedster.
Recommendations to others considering the product:
I would strongly recommend Helpshift to others considering a one-stop-shop solution for their CS needs. Helpshift only continues to evolve what they offer and will be even more helpful in the near future.
Seamless product
What do you like best about the product?
Integrates well with our product and easy to use.
What do you dislike about the product?
Opaque pricing structure.
Removal of feature
Removal of feature
What problems is the product solving and how is that benefiting you?
Players reporting issues with their payment.
The benefit is to talk to them and unblock them
The benefit is to talk to them and unblock them
Easy Interface
What do you like best about the product?
The AI bots! AI bots are not a unique idea, but the way Helpdesk has implemented them has been exceptional. I have worked on various platforms which provided AI bots, but the experience was not quite fascinating. The AI bot installed in the software is very trained and helps the customer with their exact query and thus helps eliminate a lot of repetitive questions a Representative has to face. Also, the software streamlines all the information of the customers under one case so that unnecessary data work can be avoided and helps to provide the fast resolution
What do you dislike about the product?
Sometimes it becomes hard to toggle from one case to another, hwevere not much. At the most part, the software is super awesome
What problems is the product solving and how is that benefiting you?
When customers cover for queries via any of the one channels like chat, cal,lor email, I don't have to ask customers to repeat the whole past conversation with us as the software itslef streamlines all the past coversation below one case help to provide the resolution in the targeted SLA. Customers get really impressed with the speedy resolution
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