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)

19 Reviews of Helpshift

Showing 1-19 of 19

 

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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.

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.

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.

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.

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.

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

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!

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

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.

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.

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

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



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

Source: Capterra
 

Sue Zann from Tap Slots
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

It's expensive, but worth it

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

We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent.

We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems.

Pros

Ease of use both from a customer's and agent's perspective

Cons

Pricier than other solutions

Advice to Others

Definitely ask about custom pricing.

Source: Capterra
 

Kristan from Rivers Media

March 2017

March 2017

Huge fan of 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

I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools.

Source: Capterra
 

Matthew from GoPro
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2017

March 2017

Helpful product!

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 used it all the time for customer support with the Splice App. Super easy to learn quickly and to navigate.

Pros

clean layout. Easy to figure out.

Cons

n/a

Source: Capterra
 

Stephanie from Eaton Gate Gaming

March 2017

March 2017

Review of 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

Its a great product, some features missing but otherwise very good! Some features that it lacks is have a real time Live chat, so you can see the customer typing and being able to delete sensitive data without contacting Helpshift.

Source: Capterra
 

Paul from Sonation

March 2017

March 2017

Our customers loved us more after we gave them 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

We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system. Helpshift makes it great when our users get into a jam ... because they get to learn, talk, and get out of the jam - without having to go to email or a website.

Source: Capterra
 

Tomislav from Nanobit

March 2017

March 2017

Excellent customer support software

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

Once we moved to Helpshift from forums that we were using, for customer support, we never looked back!

Source: Capterra