Helpshift Pros and Cons

I love that it is a platform used for the company's communication with customers. I love using it to be able to do my work and be connected in real-time with customers. We are solving daily problems through the platform, with this, the company is always able to improve and see what issues are related to customers so we can improve daily. This is incredible. Not all platforms have the quality that this one has. We are always striving to surpass and deliver a better product in our company, and helpshift assists in the best possible way. I am very happy to be able to use and share my experience here. Thank you for being the best. Review collected by and hosted on G2.com.

There is nothing I don't like about this platform. I use it daily because of the company where I work, and it helps me a lot. A platform that is always up to date. With that, I have nothing to complain about this platform. I love using it daily, helping me with the company's problems. Review collected by and hosted on G2.com.

Helpshift is an incredible tool for those who work with customer service. It enables message exchange, file sending, text organization, and also a shortcut for the client to send files. I can serve multiple clients simultaneously. It is also possible to view the client's comments about the service and the overall evaluation, which becomes an incentive to improve my services. Review collected by and hosted on G2.com.

Lately, the platform has been freezing a lot. The client cannot view the messages, and in other cases, we are not notified about the messages that the clients send. Apparently, the problem has been resolved. Review collected by and hosted on G2.com.

The SDK integration pulling the data needed for troubleshooting crashes or reproduction steps to other issues is amazingly useful! Review collected by and hosted on G2.com.

Not being able to customize the fields fully and being forced to accept some undesirable parts is a big downside. The Spanish translations for some of the forced fields are quite rude, and we can't change them. Review collected by and hosted on G2.com.

Easy of initial integration for gaming platform (Unity) Review collected by and hosted on G2.com.

Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot). Review collected by and hosted on G2.com.

The stability of the service.

Effortless management of conversations with users, the abundance of automation and filter settings.

Easy approach to the support and customer success teams.

Availability of bots and AI features. Review collected by and hosted on G2.com.

Internal analytics are pretty poor; some questions can be answered only using external services such as Power BI.

Spam filters for email issues do not work as well as they could.

If you work with the platform long enough, it's easy to get lost in all the automations and bots and filters and other settings. Review collected by and hosted on G2.com.

This tool provides a lot of information about the team, agents, bots, faq, automation and has all the new tools to explore the productivity of the team as well with regular automation ideas. Review collected by and hosted on G2.com.

Haven't come across anything which I would have disliked. It's a good tool overall. I would recommend 10/10 Review collected by and hosted on G2.com.

Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page. Review collected by and hosted on G2.com.

It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc. Review collected by and hosted on G2.com.

The interface is easy to use, there's a ton of features and the Helpshift team are more than happy to help out when any problems arise. It's constantly being improved and evolving, which is very much needed in the tech industry. Review collected by and hosted on G2.com.

Some of the features could include samples on how they work. Not being able to block users who message outside of email. When using the search function, a lot of irrelevant matches can appear. This makes it hard to find secondary messages when searching for a name or key word. Review collected by and hosted on G2.com.

Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff. Review collected by and hosted on G2.com.

The interface. The review system also, it does not give detailed reviews from the clients, only a star rating. Review collected by and hosted on G2.com.

The new interface for public FAQ pages and the easy-to-use automation system. The Helpshift options allow to easily switch agents on task without losing any information. Review collected by and hosted on G2.com.

The lack of customization and the disappearance of access to the HTML code. Review collected by and hosted on G2.com.