Helpshift Reviews & Product Details
Helpshift is an in-app customer engagement and web-based customer support platform that helps improve customer experience via mobile apps. With the platform, users can help drive higher ratings, reduce churn and increase retention. Helpshift’s comprehensive customer care suite is notable for improving agent resolution statistics and boosting user satisfaction with their in-app experience.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
ticket collaboration and fast response..
what i dislike is the reports and the automation
customer service
The tool is easy to navigate and use. All necessary information to assist our customers shows on the tool which makes the task fast and efficient.
Hmmm I don't see any thing for me to dislike. everything's perfect.
Our company really likes the email ticketing.. very neat and simple to use.
what i like is the smartview which makes the ticket organize.
the reports, it does not include categories for issue codes.
customer service and technical support issues
I like that Helpshift pushes you to seek the resolution and teaches you to resolve issues within one response.
That cases get closed after 3 days unresolved with no response from the guest.
Helping with keeping the guest happy so that they continue to shop with us online or in-store. Benefits from Helpshift is that we work together as a team resolve matters to keep our guest happy.
what i like best is the simplicity of the workflow, it is easy to understand for us users.
poor reports, no capability to export notes
customer service and technical support issues
tool is fast and it was quick to understand
to many issue codes which is very complicated.
customer service
Simple UI helps improve our work, also the auto-save is helpful that will prevent forgotten of saving the job.
It sometimes takes a long time to load a case, and when I'm going to input in the case, it start to load the case again, this is very frustrating.
Outlook.com issues. The auto-save feature is helpful.
Since, I was involved in integrating help shift around two years back onto Zynga Games/Customer supports, I was impressed with the set of customizations we can have on the Help shift, categorizing issues etc.! The customer reported issues are tracking and grouped conveniently by Help shift.
I don't know, whether help shift provide metrics on the number of related issues etc. like grouping of similar issues etc.
Customer Issue reporting, feedback tracking for in-game issues are tracked via Help shift. Also, it is medium to reach out to user with the solution for his/her issue etc. by the Help shift. Help shift APIs provide a segregation and clustering of similar related issues
Easy navigation of issue tickets which makes the platform simple and neat.
unable to export reports for notes and no additional secured authentication method.
Customer Service
The live chat feature has been a game changer for us. We also enjoy the in-app chat feature where we can embed chat within our mobile app for live support.
Would love a mobile app and a cleaner database to pull data via the API for internal data joins and analysis. Also need SMS support so we can text our users via a medium they prefer and are more comfortable with.
The tool gives us an excellent way to engage with our customers, easily track, assign, and tag those interactions and have an ongoing history of our interactions with a customer.
Chat tool is very user Friendly. and have all the report you need to extract.
For chat messaging none have been observed
Provide realtime contacts to customer and support for immediate solution.
You can create your own smart views so tickets will automatically show on that folder.
The search function can be made simpler.
The tickets come in real-time and there are sort/filter options which makes it easier to find specific tickets you are looking for.
I like how clear it is when looking for my tasks.
The browse system! Sometime I can't find the email I want by its content
I have my tasks tagged so it's easy to find my work and I don't need to look for it among dozens of files
The analytics and reporting capabilities
Tedious process in creating outbound communications between merchant and communication. Lack of application integrations
Day to day communications between merchants and customers. Also improving experience based on user feedback from CSAT / DSAT Scores
Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping.
Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use.
We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues.