Helpshift Pros and Cons

The most beneficial part of using Helpshift is custom bots that heps enhance experience Review collected by and hosted on G2.com.

Supporting FAQ in a multilanguage environment is a struggle for tool Review collected by and hosted on G2.com.

Organization within sections, speed and agility, productivity. Review collected by and hosted on G2.com.

Some bugs: customers don't see the message sent, auto-assigning don't work sometimes. Review collected by and hosted on G2.com.

About Helpshift I like the fact that I can add as many tags as I want to the tickets I work with. This is a feature that I could not use in the previous tool, where I could assign only one tag per ticket. I also like that tickets can be divided in categories according to the importance of the customers I am dealing with, underling which needs to be prioritized. I also like the fact that I can see which device customers are using and the details about their profile. This extremely helps me with my everyday requests. Review collected by and hosted on G2.com.

Sometimes it is difficult to understand how to get some features. The whole tool should be more intuitive. At the same time, I believe that every user should be able to add any options in order to better organize their own work. In my case, indeed, I need to ask someone else for the permission to add some tools and wait for their approval. Review collected by and hosted on G2.com.

We can talk to our customers, send images and emojis. Review collected by and hosted on G2.com.

Too many bugs and instability, specially in the last month. Review collected by and hosted on G2.com.

Handy interface and great shortcuts to improve worklow. Review collected by and hosted on G2.com.

Some shortcuts are set in a non-conventional way; it would be great to customize them. Review collected by and hosted on G2.com.

Simplicity and portability of the platform and continuous innovation. Review collected by and hosted on G2.com.

Not able to support multiple languages as part of the backoffice Review collected by and hosted on G2.com.

Very powerful software, with frustration-free and optimal automation and messaging features. We provide effective results from the first response to the resolution of a problem, this process is carried out in its entirety from one channel to another so that your customers never have to repeat themselves or start over, using tools such as digital channels, telephone support, self-service and bots, which we integrate into our messaging conduit. The entire customer conversation platform is focused on allowing potential consumers to communicate through this medium and take the most efficient path to resolution through the aforementioned tools. Review collected by and hosted on G2.com.

It has a mobile access interface, with which we can allow the team to attend to the concerns of clients inside and outside the company, but it is not as effective as the desktop access application, since it is limited with functions that are useful and interesting; It is not an aspect that affects us to a large extent since we very seldom choose these routes, we always try to manage the service process within the company and during working hours. Review collected by and hosted on G2.com.

The thing I like the most is the clear interface - compared to the other tools, it's easy to get accustomed to, even for the ones who just started working on Helpshift. I haven't had a feeling of "getting lost" since features were easy to find :)

Moreover, the tag and queue system helps a lot, now I wouldn't even imagine working without it. Review collected by and hosted on G2.com.

Sometimes I feel that the bot needs to be more precise, as it often sends answers that are not related at all to the customer's question. I've also recently noticed that some issues become "lost" in the queues - for example, they were unassigned for about 26 days after the bot forwarded it to our agents.

Otherwise, I don't have any other objections. Review collected by and hosted on G2.com.

The system for us can be somewhat complicated to understand the operation of artificial intelligence and although it is very advanced we can intuit that it lacks much more, however Helpshift showed me that this system is incredible to serve as technical support providing solutions to both our clients for sale, creates follow-up with each sale allowing you to offer support and provide solutions to customers, it is beautiful. Review collected by and hosted on G2.com.

You definitely have such a different point in our company that I cannot compare it with the functionality it offers for me, it works in an incredible way and I have had favorable results, I would not have a negative point which I think I should improve. Review collected by and hosted on G2.com.

Their customer service is the best and the easy use of application. I have used it only as an user mostly. The pricing is also good as I have heard it from my colleagues though I'm not very sure how much is it. Overall the chatbot is great Review collected by and hosted on G2.com.

The app needs more updates and the ui also. thing. Because sometimes the app crashes down in the middle of some important conversation Review collected by and hosted on G2.com.