Helpshift Pros and Cons

I like the way it complements other applications, for development environments, they have a very simple way of linking with different web and mobile platforms. Review collected by and hosted on G2.com.

for the moment I don't dislike anything it is a very useful tool Review collected by and hosted on G2.com.

I like that Helpshift allows you to easily respond to customers straight from the platform while being able to categorize messages to create easy access for other team members. The app also allows you to leave notes so that throughout communication, you can have pertinent information on hand to reference without having to go through the whole discovery process every time a customer writes in. I also like that you are able to send issues to other team members internally. Review collected by and hosted on G2.com.

I love the app all together. I wish there were more ways to categorize and I definitely wish there was a spam filter available. Review collected by and hosted on G2.com.

Custom Bots are by far the best product from Helpshift. They allow us to automate the majority of the support workflow and gathers essential details from our customers so our agents can immediately help them on the first touch. Review collected by and hosted on G2.com.

While Helpshift offers a variety of tools to improve your workflow (shared views, automations, custom bots, FAQs, quick replies, etc.), none of them are perfect. Each tool is missing essential quality of life improvements that other competitors have. Review collected by and hosted on G2.com.

My go to tool in Helpshift is the quick reply function. Many players respond with very similar feedback so a generic thank you message is crucial in sifting through all of the issues. Review collected by and hosted on G2.com.

Visual direction is very important when trying to help a player. I find it odd that the players can send us images but we cannot send them images? I'd like to see an attachment option for the support team. Review collected by and hosted on G2.com.

Helpshift is easy to use and automation plus queues allows for an easy flow and segmentation of our customers. The analytics through PowerBI are excellent and allow for a good breadth of information regarding the health of our Customer Care group agents and processes. Review collected by and hosted on G2.com.

The current focus on bots has taken away some of the focus on amenities that could assist live agents in an impactful way. I would prefer a better interface for the live chat option. Review collected by and hosted on G2.com.

The aspect I enjoy the most about Helpshift is its convenience to use. Notifications are clear and concise, and the notes fields are helpful to keep track of past issues. Review collected by and hosted on G2.com.

It would be nice if we did not have to use an external program to receive desktop notifications. Review collected by and hosted on G2.com.

Helpshift is a very good tool for customer service requests for mobile apps. It is very easy to offer a fast customer support. Automations, FAQs and templates help you to deal with a lot of requests in your day-to-day business. Data and analytics in PowerBI are great too. Review collected by and hosted on G2.com.

The handling of requests that come directly via web form or e-mail could be a bit better, mobile is clearly the focus here, but in general they continuously improve their product. We have been using Helpshift for a number of years and improvements have been introduced all the time. Review collected by and hosted on G2.com.

It has different categories that makes it easy to keep track of different chats when you are on multiple. Review collected by and hosted on G2.com.

It would be nice if there was some notification that could be sent when someone returns to the chat after being inactive for around 10 minutes. Review collected by and hosted on G2.com.

We can help out customers quickly via helpshift and address their concerns accurately. Review collected by and hosted on G2.com.

I dislike that our clients often choose the wrong department to speak with, it would help if we can add suggestions per department so that chats are not filtered to the wrong department. The automated greetings are also a tad annoying, as we have heard from clients. Review collected by and hosted on G2.com.

Good use of tags, queues and automated bots. The bots are super handy for filtering into specific queues. Good meta data on users devices as long as the ticket is new and not reopened. Review collected by and hosted on G2.com.

Can sometimes hold on to tickets far too long before putting them back in the queue, its necessary too frequently to manually move them to ensure they get answered. Being able to reopen the same ticket for years on end is a nightmare for collecting data. Review collected by and hosted on G2.com.