Helpshift Pros and Cons

i like the chat feature, very easy to use and fun. i feel like anyone can use this. it's very easy no glitches or anything everything runs very smooth Review collected by and hosted on G2.com.

nothing really it's a perfect help for chats. sometimes will experience lags but thats very rare Review collected by and hosted on G2.com.

I like its live chat feature. Works best to people on the go to those who do not have time to call. Review collected by and hosted on G2.com.

There are times I have to use tags manually to put a ticket to the right queue. Review collected by and hosted on G2.com.

I like that we can keep records of all conversations and that other team members can share notes or jump in to assist a client. Review collected by and hosted on G2.com.

That there is no peer to peer chat between team members or a clear notification that a chat is in the queue. Review collected by and hosted on G2.com.

How it organizes the mail and how you can customize the queues Review collected by and hosted on G2.com.

The colors are ofter not clear. When something is in red means both that the mail is waiting for a response or for the first response. This is a big difference in customer support. Review collected by and hosted on G2.com.

The ease of use and access to our clients. Really fast to help our clients with all their questions. Review collected by and hosted on G2.com.

How the chat doesn't make more noise to notify that a client has messaged back or has not accepted the solution. Review collected by and hosted on G2.com.

Ability to quickly publish FAQs. Ability tie in pages directly into software. Review collected by and hosted on G2.com.

It's a little hard to navigate the admin page. API needs to be updated often which leads to decisions of cutting off support for some of our users. Review collected by and hosted on G2.com.

The custom issues field make it clear to what the issues are and provide me a resource to use for future training purposes. Review collected by and hosted on G2.com.

When an old chat comes in that the user does not answer as "resolved', it gets assigned to the old user which can be messy at times. Review collected by and hosted on G2.com.

I like the easy to use interface and how useful it is to work with others. Review collected by and hosted on G2.com.

When getting into a chat that a coworker is in it will cause some issues with responding twice. Review collected by and hosted on G2.com.

Easy to use and intuitive. Simple interface with quite a few mechanics. Review collected by and hosted on G2.com.

The analytics section needs to be expanded and improved on.The ability to search tags in analytics would be greatly appreciated. Review collected by and hosted on G2.com.

The simplicity of the interface means more time to converse with customers and less time spent clicking around looking for additional information. Everything is in an appropriate place. Review collected by and hosted on G2.com.

I would love more functionality for reopening older, resolved issues. The number of total tickets end up higher than necessary because new tickets need to be create in most situations in which I work. Review collected by and hosted on G2.com.