Helpshift Pros and Cons

This software provides easy-to-use tools that allow you to establish a personalized service with clients through functions such as automation, artificial intelligence and messaging. It is easy to execute, it helps to reduce costs using mobile channels, social networks, telephone and the web, this also provides a greater reach of potential customers. It has a great interface, fully organized. The team performs tasks such as interaction monitoring, multichannel communication, network monitoring, reports and analysis, and more organized and clean ticket management. Review collected by and hosted on G2.com.

We have no complaints about negative experiences or problems obtained with the operation of the platform, however we must mention that they should improve mobile support, since it is difficult to make tickets in a fluid way without decreasing performance. Review collected by and hosted on G2.com.

I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there are no limits to how far the tool will take you. Review collected by and hosted on G2.com.

Many times the tool had errors and it made me a little nervous. But the support of my company soon got in touch with the support of the tool and they helped instantly. It was extremely gratifying to know that because the tool was what commanded the operation of my company and without it, we would be left without action. Review collected by and hosted on G2.com.

This is a platform that provides customer support in an instant, personalized in the application and proactive way. In addition, this allows to solve the problem in an effective way and thus increase the satisfaction and experience of the client in process. It has tools that provide work flow and save valuable time for the company, as well as that allows you to provide assistance to priority customers by courier. It has a good user-friendly interface and the platform is easy to configure. Review collected by and hosted on G2.com.

Some inconveniences presented by the platform could be with the panel of the website that is used to respond, some clients have notified us that they have presented problems, they must improve this in order to provide a quality service to all our clients. Review collected by and hosted on G2.com.

1. Ease of integration and Knowledge Base

2. Multiple Digital Support Channels integrated into one console

3. Powerful platform for Analytic

4. Bots and AI integration are very easy Review collected by and hosted on G2.com.

1. Not having a dedicated technical support team that speaks spanish

2. There should be more courses or education materil on certain topics such as how to get more of the platform. Bots Creation Workshops, etc.

3. Not having integration with FB Messenger and WhatsApp. Review collected by and hosted on G2.com.

Visual simplicity when defining a customer journey, from the moment a ticket is opened: management of automations, views, bots.

As a platform administrator within pag !, I really like the convenience of switching group agents and the ease of changing targeting flows in automations, for example. In case I need to modify the structure of a bot, it is practical to change the 'THEN' step for the new built bot. Review collected by and hosted on G2.com.

Dependence on agents to improve the IA model (predict label). This is because, unfortunately, we have difficulty in achieving an assertive calibration of the accuracy of the prediction of labels, as many agents do not perform the 'correction'.

Also, I miss something like the suggestion of analytical insights - for example, suggest FAQ's that are not very assertive and effective, based on the client's views, likes or dislikes.

In the last few months, since the beginning of the quarantine period, many agents have reported some instabilities, such as slowness, website crashes and problems in sending messages (some duplicated) and, as they often end up not showing these problems in screenshots or videos, we have difficulty in reporting them. Review collected by and hosted on G2.com.

1. Good SDK integration with mobile apps.

2. Smart Queues

3. Very useful User ID Link feature

4. Ability to attach game logs to every issue. Review collected by and hosted on G2.com.

1. Complex price model

2. Status system. I cannot change the status unless a user updates a ticket.

3. Quick replies feature. I need possibility to create a different workspace for each agent. Review collected by and hosted on G2.com.

- Queues

- Views

- Easy settings

- Contact with Nikola

- Bots Review collected by and hosted on G2.com.

It is difficult to answer this question. Maybe choose other options for customer satisfaction survey? Review collected by and hosted on G2.com.

the multi functionality of it and it's customizability Review collected by and hosted on G2.com.

The queueing can be a bit flimsy and counterintuitive. Notification sounds are incredibly crude and annoying. Review collected by and hosted on G2.com.

These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard. Review collected by and hosted on G2.com.

First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI").

The Edit UI is feature-poor.

Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced.

That being said, the product DOES work well and above all is RELIABLE. Review collected by and hosted on G2.com.

It is easy to manage a multitude of cases using templates from your company's FAQ page. You can also assign cases to your colleagues depending on who's best trained to solve the issue. Review collected by and hosted on G2.com.

Transparency of who is working on what case is lacking, resulting in two CS agents answering the same inquiry at once Review collected by and hosted on G2.com.