Helpshift reviews

We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.

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.

Everyday some of our millions of players easily use this system to share their problems. So we can focus on improving our games.

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.

Efficient

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.

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.

For localized Customer Relationship Management it is the one solid product can give you what you want. It also eases to use.

Pain.

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

Foi uma boa plataforma para conseguir desempenhar meu papel como CX, ajudando os nossos clientes da melhor forma possível, apesar de apresentar alguns erros frequentes a facilidade ajudava a driblar eles.

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.

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!

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.

Definitely a powerfull customer satisfaction tool I ever used.
Hopefully chat ops functions would be integrated in future.

The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

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.

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.

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.

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.

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