Helpshift

Helpshift

4 / 5 20 reviews

Who Uses This Software?

Companies of all sizes and verticals looking to provide instant, proactive, and personalized in-app customer support.


Average Ratings

20 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $185.00/month
  • Pricing Details
    Pro, Billed Annually
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Helpshift
  • www.helpshift.com/
  • Founded 2011
  • United States

About Helpshift

Helpshift is the industry leading customer support platform for mobile. Our all-in-one SDK lives in with your app to deliver in-app searchable FAQs, in-app messaging, and CRM ticketing. Enterprise-ready, Helpshift powers messaging for more than 500M monthly active users, 3500+ live apps across iOS & Android, and 100M+ monthly mobile interactions and conversations. Companies like Microsoft, Target, Viacom, and Zynga use Helpshift to provide a best-in-class in-app customer support experience.


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Helpshift Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Helpshift Reviews Recently Reviewed!

Bait & Switch

Nov 07, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: 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%

Its really good easy to handle

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
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.

Very Helpfull

May 10, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
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.

Advanced Chat Portal to use

Apr 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

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

Advanced Chat Portal to use

Apr 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

Dragon Friends

Mar 31, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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.

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

Mar 28, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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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

Overall: 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.

Exceptional Customer Service Platform!

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: 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!

Helpshift Review

Mar 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use

Cons: The front page layout, can't see what the issue is about

Overall: 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.

Recommendations to other buyers: nope

Need more Analytics

Mar 27, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Customer facing first

Mar 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Helpshift has improved our support significantly

Mar 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use in the game and quite easy integration

Overall: 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.

Recommendations to other buyers: More automation of answers

Helpshift

Mar 25, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Pros:
FAQ
Knowledge base
Survey and feedback
Analytics

Cons :
Support
Automated issue routing

Need more Improvement

Mar 25, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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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.

Overall: 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.

Recommendations to other buyers: Naaa

It's expensive, but worth it

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use both from a customer's and agent's perspective

Cons: Pricier than other solutions

Overall: 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.

Recommendations to other buyers: Definitely ask about custom pricing.

Huge fan of Helpshift

Mar 24, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: 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.

Helpful product!

Mar 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: clean layout. Easy to figure out.

Cons: n/a

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

Review of Helpshift

Mar 24, 2017
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: 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.

Our customers loved us more after we gave them Helpshift

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: 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.

Excellent customer support software

Mar 24, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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