Helpshift

Helpshift


4 / 5
28 reviews

Who Uses This Software?

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


Average Ratings

28 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $95.00/month
  • Pricing Details
    Professional, 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

Through Helpshifts streamlined support system, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Viacom, Virgin Media, Microsoft, Western Union and Flipboard and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 600 million active consumers monthly. To learn more, visit https://www.helpshift.com


Helpshift Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Helpshift Reviews Recently Reviewed!


Capterra loader

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

Sep 01, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

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.

Capterra loader

Good platfom to reply Mobile app support tickets, but it lacks features.

Oct 16, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

Chasing bugs in the Helpshift platform

Oct 09, 2018
1/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Pros: Quite easy to set up, covers basic needs for customer care solution

Cons: On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base.

HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

Overall: Pain.

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.

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

Capterra loader

Artificial intelligence is the future,so is Helpshift.

Sep 06, 2018
4/5
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: 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.

Overall: 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.

Helpshift provides easy customer support at a cost

Feb 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

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.

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!

Easy to use tool

Sep 25, 2018
4/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.

Cons: Limited features. Limited reports generation capabilities.

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

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.

Powerfull Customer Satisfaction Tool

Mar 27, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Automatic customer tags help us to tier users.

Overall: Definitely a powerfull customer satisfaction tool I ever used.

Hopefully chat ops functions would be integrated in future.

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%

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.

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.

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.

Support - all in one!

May 22, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
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.

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.

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

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.

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.

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.

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

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!

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.

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.