Helpshift Pros and Cons

I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords. Review collected by and hosted on G2.com.

I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response. Review collected by and hosted on G2.com.

I like that you can segment your users, provide precreated response and being able to link to your FAQs Review collected by and hosted on G2.com.

I have no complaints, the program does everything we need it to do. Review collected by and hosted on G2.com.

I love the basics for Helpshift, it offers more of a basic and simple solutions when in regards to tickets, the way we can classify the problems/ tickets with certain tags is very helpful Review collected by and hosted on G2.com.

Comparing Helpshift to other programs you can easily tell where it falls a bit short. Less in-depth solutions and the management portions of the programme do not offer clean and organized roles. Review collected by and hosted on G2.com.

Helpshift has greatly improved our team's ability to stay connects to our users and provide them with answers and assistance quickly. The analytics are also extremely helpful for a team like ours who want to stay up to date with the amount of users asking for help. Review collected by and hosted on G2.com.

I dislike nothing about Helpshift. It has made my job as a support technician much easer. The ability to organize everything is also very helpful. Review collected by and hosted on G2.com.

The quick and dynamic way we have to interact with our users allows us to provide real-time solutions, offering a better customer experience with our frontline service. We have discovered that with this support platform, we optimize our productivity indicators and manage to control the overflow of unattended requests from large numbers of customers. Another aspect that is a plus in our services is the ease of being able to send documents and also receive attachments, which helps us determine what problems or inquiries the customer is making. Its ease of use has saved us significant resources like time, allowing us to train new employees on how to use Helpshift easily in a matter of hours compared to days or weeks, which is the case with most other programs we use. Very importantly, I love the quality of the assistance offered to my team by Helpshift's customer service. Review collected by and hosted on G2.com.

We have been able to experience that when making a schedule change for our customer service users, the chat service cycle is not completed, which has led us to create different schedules for each user. Not very good on mobile platforms, its user interface and part of the user experience design may have some, for example, some interesting glitches. However, none of these issues affect security. Review collected by and hosted on G2.com.

i like Most the automation feature which helps us to gauge that the customer is idle or has not replied within a time bound manner. Also, time stamp of chats is also available so that whenever new customer kicks in , assignment of new chats is done. The interface is also so perfectly designed which caters to the required information appropiately Review collected by and hosted on G2.com.

the collection of chats tend to get messy as they get to be older by time. there's so much confusion while accessing older resolved issues. so, work needs to be done here. Review collected by and hosted on G2.com.

Conversations, bots, faq and campaigns in one dashboard. Everything in one place without the need for additional integration between these systems. Review collected by and hosted on G2.com.

Different criteria and filters in campaigns, automations etc. Limitations in API. Review collected by and hosted on G2.com.

Great tool used by our agents to respond to player issues.

Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured.

Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game.

Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received. Review collected by and hosted on G2.com.

Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets. Review collected by and hosted on G2.com.

The most helpful thing is that when a customer replies to a case, the agent that worked the case gets it opened right back to them. You don't have to sift through tons of back/forth between the customer and other agents to determine what has been done, what the problem is, and what is still left to do. Smart views are brilliant too. Review collected by and hosted on G2.com.

My only dislike is that there isn't an agent accessible reporting option. Administrative reporting is fine, but I would love some limited reporting options for each agent to access for their own case load.

Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking.

There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand. Review collected by and hosted on G2.com.

Helpshift is great when it comes to operating with various products (apps). The email merging feature is great, it really helped with tidying up the queues. Arranging tickets by tags is very easy and simple, therefore it really helps when we are investigating a sudden game glitch or bug. Review collected by and hosted on G2.com.

Filtering feature could be a bit more 'clear' in operating. Also, the analytics are not so accrued, alway need to help with PowerBi. Formating the FAQs is sometimes an issue, for example, sometimes it will not let you to copy-paste text from Google Docs. Quick Replies (canned responses) are all in one place, sure you can arrange them in their own folders but you cannot attach them to one particular app, so in conclusion, Agents need to be careful while using this feature. Review collected by and hosted on G2.com.