Helpshift Pros and Cons

Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns. Review collected by and hosted on G2.com.

* Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc.

* Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time.

* The same bug reported months ago haven't been fixed.

* The team has been reticent about sharing updates (ex. they don't post release notes).

* Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software. Review collected by and hosted on G2.com.

The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI. Review collected by and hosted on G2.com.

Slow response from support, especially on the integrations with other tools. Review collected by and hosted on G2.com.

I like the ease of use, in addition to helping with service and enabling the insertion of FAQs within the platform. Review collected by and hosted on G2.com.

I don't like when it shows slowness and duplicates the messages. Review collected by and hosted on G2.com.

No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees. Review collected by and hosted on G2.com.

While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) . Review collected by and hosted on G2.com.

The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature. Review collected by and hosted on G2.com.

Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift. Review collected by and hosted on G2.com.

The Helpshift customer support team is fast and reliable, and the custom bots feature. The FAQ and different FAQ tools are great, and a way to minimize email messages is also a lot. Review collected by and hosted on G2.com.

Most of the success managers are based in US which causes me to stay available for late evening for business reviews etc, not a major issue but still something.

As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature. Review collected by and hosted on G2.com.

The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android. Review collected by and hosted on G2.com.

The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse. Review collected by and hosted on G2.com.

When it comes to customer support, Helpshift is a very reliable tool. Even though I haven't had much experience with other tools, Helpshift provides everything you need for providing quality support. The platform is often being updated and new useful features are added. Helpshift team cares about their clients and I can always count on any support needed from their side. Review collected by and hosted on G2.com.

Helpshift services are rather costly, but considering the quality of the platform and expertise of their employees, it's hard to consider the price a downside. Review collected by and hosted on G2.com.

- Strong, flexible, reliable Salesforce Service Cloud integration.

- Dashboard UX, especially the bot design tool is easy to use and understand.

- Web and SDK are flexible and easy to install. Review collected by and hosted on G2.com.

- Don't support new text channels out of the box (SMS, Whatsapp, Apple Business Chat)

- Support is generally quick but SLAs and availability are not contractually committed to. Review collected by and hosted on G2.com.

Helpshift is an excellent platform for customer service, I use it daily to check the service interactions and to monitor correctly. Review collected by and hosted on G2.com.

Sometimes it freezes and sends duplicate messages to the client, but nothing that affects the final product. Review collected by and hosted on G2.com.