Helpshift software


25 reviews(4.0/5)
25 reviews(4.0/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

25 Reviews of Helpshift

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  • Abimbola from IROKO Partners Limited

    Number of employees: 51-200 employees

    September 2018

    Artificial intelligence is the future,so is Helpshift.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Naomi from First City Monument Bank Limited

    Number of employees: 1,001-5,000 employees

    September 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Number of employees: 201-500 employees

    May 2018

    Support - all in one!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Erin from Apparatus Contractor Services, LLC

    Specialty: Hospitality / Travel

    Number of employees: 51-200 employees

    February 2018

    Helpshift provides easy customer support at a cost

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Keith from Fanatic Software

    Specialty: Software / IT

    Number of employees: 11-50 employees

    November 2017

    Bait & Switch

    Ease-of-use
    Functionality
    Quality
    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%

    This review was submitted organically. No incentive was offered
    Review Source
  • barkha from Phone pe

    May 2017

    Its really good easy to handle

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Very Helpfull

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    March 2017

    Advanced Chat Portal to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Advanced Chat Portal to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Review Source: Capterra
  • Eden from InnoSpark

    March 2017

    Dragon Friends

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    March 2017

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

    Ease-of-use
    Functionality
    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

    March 2017

    Exceptional Customer Service Platform!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Helpshift Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Rich from GOAT

    March 2017

    Need more Analytics

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    March 2017

    Customer facing first

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    March 2017

    Helpshift has improved our support significantly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Taku from WonderPlanet Inc.

    Number of employees: 51-200 employees

    March 2017

    Powerfull Customer Satisfaction Tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Helpshift

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    March 2017

    Need more Improvement

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Sue Zann from Tap Slots

    Number of employees: 11-50 employees

    March 2017

    It's expensive, but worth it

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
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