Helpshift Reviews & Product Details

Easy to learn, good team to support learning and set up of the tool

Sometimes buggy, UI not optimal (redesign made it worse)

Customer support for a video game, helps hearing from our players

Integrates well with our product and easy to use.

Opaque pricing structure. Removal of feature

Players reporting issues with their payment. The benefit is to talk to them and unblock them

These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard.

First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI"). The Edit UI is feature-poor. Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced. That being said, the product DOES work well and above all is RELIABLE.

Helpshift provides virtually instant update of new or revised content. The advantages over distributing hard-copy information are incalculable.

The ability to sort tickets by tags and to set up multiple automation.

The lack of built-in language translation and the lack of ability to do custom signatures for each team member.

It allows my teams to rapidly find and answer tickets by tag and payment type

Able to see who needs help and the problem they are facing.

In the work place each employee has multiple tasks so if they are not currently assisting someone on chat there needs to be a way to notify the operator when there is a client waiting whether it be a new chat or a return to a chat.

Easily get the appropriate department or operator to the chat. Creates an immediate response where an email could take time.

I like the easy to use interface and how useful it is to work with others.

When getting into a chat that a coworker is in it will cause some issues with responding twice.

We help our customers with uploading all the documents they require. Customers like the quick chats better than phone calls/

I really like the Helpshift SDK and our users do not have to leave the app to get help. Players can submit their ticket and go straight into the app.

The markup language for content creation is rigid and there's no out of the box features to play around with the CSS, which is pretty much a manual process for our web devs.

One of the biggest benefits of Helpshift is that it allows us to scale support without having staff agents to take on tickets that players can easily resolve with the help of a bot or automation. Since we're able to free up our agents, we can allocate them to resolve tickets that need agent intervention .

UI is easy to follow for both Agents and Players

Metrics tracking is lacking, specific advanced searches do not exist, not easy to "hold" work

Communication issues. Drop-downs and automated responses help with the overall performance

It is one of the easiest program I’ve ever had to deal with at work. The colour scheme is agreeable and the layout is clean. The tagging system is also quite optimized.

From times to times, part of the format change without me being able to customize it back and it takes some time to get used to when that occurs.

Helpshift is the platform we use at work to assist customers who have questions regarding our product.

Custom Bots are by far the best product from Helpshift. They allow us to automate the majority of the support workflow and gathers essential details from our customers so our agents can immediately help them on the first touch.

While Helpshift offers a variety of tools to improve your workflow (shared views, automations, custom bots, FAQs, quick replies, etc.), none of them are perfect. Each tool is missing essential quality of life improvements that other competitors have.

The majority of the problems we solve with Helpshift are questions or technical issues our customers encounter. The FAQs do a decent job of deflecting requests, but that requires effort from the customer to search for it. The Custom Bots allow us to automate the workflow, but it would be nice if the bots included a step to send the customer to an existing FAQ.

I love the philosophy of empowering players to help themselves with FAQs, before needing to speak with an agent, and the use of bots and automations to offset the work.

I feel there are still too many obvious features that are missing, and existing features that just don't function intuitively. You can add Tags en-mass, but you cannot remove them. You can request customers to take surveys, but there is no easy way to view them. Despite being such a huge part of the tool, FAQs do not have version control, A/B testing, or analytics that could help you make meaningful improvements. I also feel like I am hitting pay-walls within the service more often than I should.

One of the biggest criticisms of our app is how cryptic it is. Until the development team can improve the situation, the customer support team is in place to fill the gaps and provide clarity. HelpShift and the FAQs has helped us achieve that.

I enjoy the feature of tagging and sharing without showing it to the customers.

Inability to combine tickets together, would be great to have a way to do this

Contacting customers in a quick and precise way that is logged for other people.

Helpshift is a clear and concise way to assist customers. They are constantly asking for feedback to better their product.

My only complaint is that I cannot unassign a ticket from myself or others.

It has become an easy way for customers to chat in our app with us about problems.

Helpshift makes it easy to navigate the help section of multiple products

Sterile, bland UI; looks like virtually every other system out there

Integrates well with my company's app

It's easy to see new issues coming in! I can set it to different priority levels.

Sometimes acts a little glitchy. It will show I have open issues, when I don't.

Easy to connect and reach out to customers. Easy to find past issues with customers.