Helpshift Pros and Cons

I like how queues can be easily managed by priorities. It helps us a lot to identify which categories of customers should be answered first. I also like how easily we can edit and unpublish FAQ articles. Review collected by and hosted on G2.com.

When we make large bots the flows starts to get confusing. I believe that it would be much better if we were able to "blur" the flows that we are not working on so we can focus and don't mix them up. I also think that would be better if we could add images to quick replies and edit formatting.

I think that the text formatting on FAQs is not good. Review collected by and hosted on G2.com.

It's very easy to use and quite intuitive. There are many customisation options that have helped me become more efficient. Bulk actions and the ability to setup search shortcuts have made my life so much easier! Review collected by and hosted on G2.com.

Sometimes I wish there was a mobile app or for the platform to be mobile friendly, but that can also be a good thing. My company likes that we don't have a mobile app because it mens there's less chance that we'll work too much. Yes, I work for a brilliant company! Review collected by and hosted on G2.com.

I like the ease of filtering cases, the searches are extremely fast and easy to understand. Besides, the possibilities in bots are something that pleases me a lot. The recent update for real-time bot changes has greatly increased work efficiency. Review collected by and hosted on G2.com.

Not being in real time the information that another agent is on the same ticket, ends up harming. There have been cases where the same answer was given twice by two different agents. Review collected by and hosted on G2.com.

I really like the Helpshift SDK and our users do not have to leave the app to get help. Players can submit their ticket and go straight into the app. Review collected by and hosted on G2.com.

The markup language for content creation is rigid and there's no out of the box features to play around with the CSS, which is pretty much a manual process for our web devs. Review collected by and hosted on G2.com.

our team has been able to provide direct support to users based on revenue value without creating our own support ticketing system in house. Review collected by and hosted on G2.com.

The helpshift SDK team has been very slow in solving a technical issue causing background crashes on device. This lasted for upwards of 4 months this year and has hurt our business. Review collected by and hosted on G2.com.

Helpshift is very user friendly and simple. Review collected by and hosted on G2.com.

Sometimes notifications aren't always clear or they don't pop up when necessary. Review collected by and hosted on G2.com.

Helpshift has been a tremendously useful SDK tool we've implemented in our mobile apps. The ability to add FAQs, tag issues, and automate replies has been very beneficial. Review collected by and hosted on G2.com.

We need better spam filtering options in Helpshift as we've received mass waves of spam that is sent directly to our inboxes as notifications which isn't ideal. Review collected by and hosted on G2.com.

I love the philosophy of empowering players to help themselves with FAQs, before needing to speak with an agent, and the use of bots and automations to offset the work. Review collected by and hosted on G2.com.

I feel there are still too many obvious features that are missing, and existing features that just don't function intuitively. You can add Tags en-mass, but you cannot remove them. You can request customers to take surveys, but there is no easy way to view them. Despite being such a huge part of the tool, FAQs do not have version control, A/B testing, or analytics that could help you make meaningful improvements. I also feel like I am hitting pay-walls within the service more often than I should. Review collected by and hosted on G2.com.

It's nice to be able to create macros that can be shared amongst all support employees. Review collected by and hosted on G2.com.

As of right now, we don't have any dislikes. Helpshift fulfills our current needs. Review collected by and hosted on G2.com.

Best: Bot capability, Async ability, fairly easy agility in terms of queue building and app implementation Review collected by and hosted on G2.com.

Worst: Reporting is terrible. How do you run productivity on just resolution? I need to see every email "sent." If all I see is 8 solved emails, but then manually go in and see that there were 45 actual messages sent, that 8 solved means nothing. Fix the reporting and labeling. Need to be more agile. Review collected by and hosted on G2.com.