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.


Supported Operating System(s):

Web browser (OS agnostic)

27 Reviews of Helpshift

Average User Ratings

Overall

3.89 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

3.5

Ratings Snapshot

5 stars

(9)

9

4 stars

(11)

11

3 stars

(4)

4

2 stars

(1)

1

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 27 results

February 2020

Fabiana from PartnerHero

Verified Reviewer

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.

March 2017

Richard from Wooga

Verified Reviewer

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.

Verified Reviewer

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

Verified Reviewer

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

Verified Reviewer

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