Helpshift Pros and Cons

The best thing about using helpshift is how easy it is to manage multiple chats. We have cut down our cost per contact by 48% since we implemented this tool. Review collected by and hosted on G2.com.

I don't like how the integration with ServiceCloud is basically non-existent. For a person who has team members who work across multiple channels of communication, it's tough pulling data from multiple different places. Review collected by and hosted on G2.com.

it is a good CRM for mobile app. tags and q/a good Review collected by and hosted on G2.com.

The metrics are not very adaptable, they could improve the reporting and monitoring. Review collected by and hosted on G2.com.

Easy to use, campaign function. It saves a lot of time. Review collected by and hosted on G2.com.

I don't like that we don't have enough techinical support. We are based in China it is difficult for us to find help（due to time difference and language barriers）. My sales left helpshift but no one notify us, which makes us wait months to receive our contract back. = Review collected by and hosted on G2.com.

Helpshift permits cross stage sees for clients and can be custom-made relying upon business require. It very well may be utilized on numerous working framework conditions and programs. I like the general interface and coordination. The capacity to look into groups and gatherings, just as limit seeks. It is pleasant to see segments in "tabs" with the goal that data is progressively composed as far as gatherings. I additionally recommend capacity to change subjects. The usability is acutally something that we as a whole like. Regardless of whether you have not experienced the full preparing on its utilization, by its instinct, you would rapidly get acquainted with it. Review collected by and hosted on G2.com.

Simply the tasteful of it. Generally speaking, the interface is very easy to use. how data is masterminded may should be looked into.I would love greater usefulness for reviving more established, settled issues. Review collected by and hosted on G2.com.

UI is easy to follow for both Agents and Players Review collected by and hosted on G2.com.

Metrics tracking is lacking, specific advanced searches do not exist, not easy to "hold" work Review collected by and hosted on G2.com.

Being able to analyze data with Power BI which helps us to understand players even more. Review collected by and hosted on G2.com.

Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want. Review collected by and hosted on G2.com.

Helpshift is extremely intuitive and user-friendly. It makes it easier to see all the support request in one place and organize issues efficiently. Review collected by and hosted on G2.com.

I wish there was better search functionality to sort through past tickets. It would make following up on issues and reviewing past contact with a customer much easier. Review collected by and hosted on G2.com.

How solid and agile the platform is. I believe many of our users are still in the game due to the support we give them Review collected by and hosted on G2.com.

It could have better enterprise support but for the money we pay is not that bad. thanks Review collected by and hosted on G2.com.

User friendly workflow, simple dashboard. Review collected by and hosted on G2.com.

Lack of customization within FAQ fields. Review collected by and hosted on G2.com.

I love that I am able to view past conversations with each Customer so that we can have a full understanding of their account and any issues they've run into. Live Chat is so easy to use, and we are able to contact customers directly through Helpshift to make sure they receive all contact needed to solve any kind of issue they may be having. Review collected by and hosted on G2.com.

I wish I could organize "Shared Smart Views" into folder types. I also wish there was a way to organize issues by tags (similar to how we can change the order of Latest, Wait Time, Oldest, Etc) Live Chat is manageable, but sometimes our customers do not receive the messages right away or don't realize it's a chat experience. (This may be more our fault that Helpshift, though.) I would love to be able to customize the notification sounds in Helpshift. Review collected by and hosted on G2.com.