Helpshift

RATING:

3.9

(29)

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 Pricing

Helpshift's pricing model is based off of completed customer service interactions -- meaning you only pay for the issues that you resolve with Helpshift. Agents are completely free!

Free trial: 

Available

Free version: 

Available

Helpshift delivery bot

Helpshift Reviews

Overall Rating

3.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

4

Functionality

4

Most Helpful Reviews for Helpshift

1 - 5 of 29 Reviews

User Profile

Fabiana

Verified reviewer

Outsourcing/Offshoring, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

2

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed 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.

Richard

Computer Games, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed 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.

User Profile

Marcio Hoerlle

Verified reviewer

Internet, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

3

FUNCTIONALITY

3

Reviewed 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.

Nikhilesh

Information Technology and Services, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed August 2021

Review as a Team leader

Efficient

PROS

Ease of use Can create different types of views as per the requirement Reports and analysis

CONS

Can't export to tickets in excel Slow while assigning tickets in bulk

Reason for choosing Helpshift

In game support

User Profile

Abimbola

Verified reviewer

Entertainment, 51-200 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2018

Artificial intelligence is the future,so is Helpshift.

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.