



Helpshift delivery bot




Supported Operating System(s):
Web browser (OS agnostic)About Helpshift
Helpshift is a cloud-based customer service platform designed for B2C organizations wanting to improve customer engagement and retention. Key features include embedded web chat, in-app messaging, issue ticketing, searchable FAQs, chatbots and fully automated ticket routing.
Helpshift's platform integrates messaging, automation, bots and artificial intelligence (AI) to deliver personalized, scalable customer service for mobile, web, social and phone channels.
Helpshift delivery bot
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
3.5
Likelihood to Recommend
Not likely
Very likely
February 2020
Fabiana from PartnerHero
Company Size: 201-500 employees
Industry: Outsourcing/Offshoring
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
2.0
Value for money
2.0
Customer support
1.0
Functionality
3.0
February 2020
Effective Ticketing Software for Chats
We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.
Pros
The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.
Cons
Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.
Reasons for Switching to Helpshift
We were looking for a better tool for In App Messaging.
March 2017
Richard from Wooga
Company Size: 201-500 employees
Industry: Computer Games
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
March 2017
Customer facing first
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.
October 2018
Marcio Hoerlle from ModSquad, Inc.
Company Size: 501-1,000 employees
Industry: Internet
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Functionality
3.0
October 2018
Good platfom to reply Mobile app support tickets, but it lacks features.
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.
March 2017
Peeyush from Bigfoot retail solutions
Company Size: 51-200 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2017
Advanced Chat Portal to use
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.
March 2017
Marcel from OrangeGames
Company Size: 51-200 employees
Industry: Entertainment
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
March 2017
Helpshift has improved our support significantly
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