Helpshift Software


 

Helpshift is a cloud-based help desk platform designed for mobile apps wanting to improve customer engagement. Key features include embedded chat, searchable FAQs and issue ticketing.

Helpshift in-app campaigns allow users to segment customers based on their engagement, spend and other parameters. Users can send offers and updates through either through push notifications or the in-app inbox.

Helpshift enables customers to access FAQs with advanced search functions and offline mode. It supports over 30 languages including English, German, Russian and Chinese to cater to international customers. Users can offer support for customers via email, web and through the mobile app.

With Helpshift’s collaboration feature, support agents, product teams and sales teams can work together with attributes like mentions, internal notes and collision detection.

The solution provides enterprise-grade scalability that enables businesses to increase operations including agents.

 

Helpshift - Campaign delivery
 
  • Helpshift - Campaign delivery
    Campaign delivery
  • Helpshift - Issue management
    Issue management
  • Helpshift - Shared smart views
    Shared smart views
  • Helpshift - User device data
    User device data
Supported Operating System(s):
Web browser (OS agnostic)

28 Reviews of Helpshift

 

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Software Advice Reviews (2)
More Reviews (26)

Showing 1-2 of 2

Erin from Apparatus Contractor Services, LLC
Specialty: Hospitality / Travel
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Helpshift provides easy customer support at a cost

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.

Cons

The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part.

Review Source
 
 

Keith from Fanatic Software
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Bait & Switch

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

Pros

Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern

Cons

Customer service was terrible. The bait & switch pricing. On renewal they wanted to up our pricing by 500%

Review Source
 
 
 
Showing 1-20 of 26

Marcio Hoerlle from ModSquad, Inc.
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Good platfom to reply Mobile app support tickets, but it lacks features.

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.

Pros

The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.

Cons

it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.

Review Source: Capterra
 


October 2018

October 2018

Chasing bugs in the Helpshift platform

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Pain.

Pros

Quite easy to set up, covers basic needs for customer care solution

Cons

On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base.

HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

Review Source: Capterra
 

Raji from Apparel & Fashion
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2018

September 2018

Easy to use tool

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.

Cons

Limited features. Limited reports generation capabilities.

Review Source: Capterra
 

Abimbola from IROKO Partners Limited
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Artificial intelligence is the future,so is Helpshift.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.

Pros

In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product.
Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..

Cons

We have used this for less than a six month period,however I have been satisfied with the quality of service so far.

Review Source: Capterra
 

Naomi from First City Monument Bank Limited
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Quality of support we offer customers is more efficient with Helpshift.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helpshift has made it easier for us to respond to our customers in real time, manage tickets effectively ,gain valuable feedback and overall achieve customer satisfaction in terms of the quality of support we provide web visitors.

Pros

Helpshift was easy to pick up for me ,and I think everyone in the sales/marketing department had very little problems understanding the workings of this tool.I have also found it easy guiding new employees in the department on how to use Helpshift effectively.
I think our web visitors also find Helpshift easy to use ,as I have got very few complaints from them in terms of being able to communicate with sales agents efficiently with Helpshift. Lastly,I must commend our Helpshift chatbot ,it has eased the level of workload we face during peak time when there are hundreds of visitors on our website seeking attention ; thanks to our chatbot ,we are able to focus on web visitors with complex complaints while the chatbot addresses the simpler queries.

Cons

Helpshift provides my team with just basic analytics on our engagement with web visitors.I will like to see a broad analytics breakdown of our daily activity on Helpshift. Aesthetic-wise ,I think informations can be better arranged on the Helpshift dashboard.

Review Source: Capterra
 


May 2018

May 2018

Support - all in one!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The fact that you can have your user-facing help and support integrated with your support team over chat/tickets. The new Zendesk integration has made our lives a billion times easier!

Cons

It can be a bit hard to get the hang of it at first. For someone who's looking for an easy way to do support for a small startup, this would probably not work at first.

Review Source: Capterra
 

barkha from Phone pe

May 2017

May 2017

Its really good easy to handle

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Design / function are the one which is like most. regarding design its simple and understandable. easy to use

Cons

There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software.

Review Source: Capterra
 

Syed from PhonePe

May 2017

May 2017

Very Helpfull

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to understand and helpful to work, most of the features are clear and simple. Very easy to use.

Cons

Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.

Review Source: Capterra
 

Peeyush from Bigfoot retail solutions
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Advanced Chat Portal to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

Pros

No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

Cons

Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.

Review Source: Capterra
 

Peeyush from Bigfoot retail solutions

March 2017

March 2017

Advanced Chat Portal to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

Review Source: Capterra
 

Eden from InnoSpark

March 2017

March 2017

Dragon Friends

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helpshift help us to solve our CS problem immediatly. But we want to add more usefull functions. For example, we want to count numberof CS e-mail each title too.

Review Source: Capterra
 

Lauri from Intopalo Oy
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Service reviewed from a software contractor/developer/team lead point of view

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

We we're using the service when doing subcontracting for Suunto Oy Mobile App development project. I don't really have a very deep dive experience of the service, but the times I used or integrated the service to an Android App it was easy to use, and came with easy to understand instructions.

Pros

Easy to use as a developer and system administrator. Helps a lot when integrating FAG type of instructions to a mobile app.

Cons

No cons due to lack of experience

Review Source: Capterra
 

Monette from R2Games
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Exceptional Customer Service Platform!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift!

Review Source: Capterra
 

Krista from Chatbooks

March 2017

March 2017

Helpshift Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient.

Pros

Easy to use

Cons

The front page layout, can't see what the issue is about

Advice to Others

nope

Review Source: Capterra
 

Rich from GOAT

March 2017

March 2017

Need more Analytics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Review Source: Capterra
 

Richard from Wooga
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2017

March 2017

Customer facing first

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.

Pros

Helpshift is a great user experience, and integrates easily with our products.
The easily updatable FAQs have been a massive win for me over other competing products.

Cons

The analytics are thin and not quite usable.
Management of user roles is extremely limited and messy (not able to add admins to groups).
Views are a nightmare to manage as an admin and its far to easy to break them.

Review Source: Capterra
 

Marcel from OrangeGames
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Helpshift has improved our support significantly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues.

The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.

Pros

Easy to use in the game and quite easy integration

Advice to Others

More automation of answers

Review Source: Capterra
 

Taku from WonderPlanet Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Powerfull Customer Satisfaction Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Definitely a powerfull customer satisfaction tool I ever used.
Hopefully chat ops functions would be integrated in future.

Pros

Automatic customer tags help us to tier users.

Review Source: Capterra
 

lakshay from Chillr

March 2017

March 2017

Helpshift

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Pros:
FAQ
Knowledge base
Survey and feedback
Analytics


Cons :
Support
Automated issue routing



Review Source: Capterra
 

Rajarajeswari from Flipkart
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2017

March 2017

Need more Improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot.

Pros

Downtime or issue is less

Cons

Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.

Advice to Others

Naaa

Review Source: Capterra