Helpshift Pros and Cons

The reports and tickets are well-organized Review collected by and hosted on G2.com.

It has connection and loading issues. The site is not responding sometimes. Review collected by and hosted on G2.com.

Helpshift is a wonderful platform for serving my company's customers, I use it daily to provide incredible service and, thus, for the customer to leave satisfied. It is very intuitive and easy to use, in addition to the features being very comprehensive. Review collected by and hosted on G2.com.

I know that all products are subject to instabilities, as I use Helpshift every day, I believe I can notice more. At times, the platform freezes, sends duplicate messages to the client, and even the redistribution of chats stops happening automatically. However, this does not affect the final product. Review collected by and hosted on G2.com.

It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service. Review collected by and hosted on G2.com.

Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic.

The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way. Review collected by and hosted on G2.com.

Its features, can easily navigate tickets. Review collected by and hosted on G2.com.

Issues with connection and not responding sometimes Review collected by and hosted on G2.com.

The ability to automate and provide strong self-service options while simultaneously collecting all necessary information to ensure agent support is fast and effective. Review collected by and hosted on G2.com.

Helpshift's roadmap over the past couple of years have covered all the major gaps that I saw with the product, so there isn't really anything I dislike about it today. Review collected by and hosted on G2.com.

We're using Helpshift with Unity for in-game support for all our titles. Being a platform on which the players can contact the support directly inside the game is definitely the most important aspect of this tool. Previously, we sent the players which need support to a web portal, and this disrupts the experience. Review collected by and hosted on G2.com.

As with almost all external SDKs, the integration, despite being easy, presents a number of challenges. First, QA teams have to be extra careful with the build review, to make sure that no new bugs are being introduced into the game because of Helpshift. Secondly, the price can be high for indie and small developers. Review collected by and hosted on G2.com.

Helpshift allows us to organize, prioritize, and engage with customer communication in a very effective way. It collects messages from our titles as well as emails from our website, tags them, and filters them however we want to see them. It makes it easy to communicate with our players through personal messages or quick replies to common issues and questions. Review collected by and hosted on G2.com.

I wish there was a way that Helpshift could translate communication from different languages into English and then back again.

I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games. Review collected by and hosted on G2.com.

Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime. Review collected by and hosted on G2.com.

Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours. Review collected by and hosted on G2.com.

I like the visual simplicity of the product. It is easy to talk to our customers, and send attachments and images.

It can be well integrated with so many different systems. Review collected by and hosted on G2.com.

Previously it took us some time to reach out to the engineers to get the solution for a critical issue we had.

Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly. Review collected by and hosted on G2.com.

Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience. Review collected by and hosted on G2.com.

Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support. Review collected by and hosted on G2.com.