Over Helpshift

Helpshift is het toonaangevende automatiseringsplatform voor klantenservice.

Meer informatie over Helpshift

Pluspunten:

The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution.

Minpunten:

For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

Beoordelingen van Helpshift

Gemiddelde score

Gebruiksgemak
4,1
Klantenservice
4,1
Functies
3,7
Waar voor je geld
3,8

Waarschijnlijkheid van aanbeveling

7,6/10

Helpshift heeft een totaalscore van 3,9 van 5 sterren op basis van 28 gebruikersreviews op Capterra.

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Reviews filteren (28)

Fabiana H.
Fabiana H.
Learning and Development Associate in VS
Geverifieerde LinkedIn-gebruiker
Outsourcing/Offshoring, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Effective Ticketing Software for Chats

5 2 jaar geleden

Opmerkingen: We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.

Pluspunten:

The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.

Minpunten:

Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.

Richard K.
Player experience lead in Duitsland
Computergames, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Customer facing first

4 5 jaar geleden

Opmerkingen: HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.

Pluspunten:

Helpshift is a great user experience, and integrates easily with our products. The easily updatable FAQs have been a massive win for me over other competing products.

Minpunten:

The analytics are thin and not quite usable. Management of user roles is extremely limited and messy (not able to add admins to groups). Views are a nightmare to manage as an admin and its far to easy to break them.

Geverifieerde reviewer
Analista de Produto in Brazilië
Geverifieerde LinkedIn-gebruiker
Bankwezen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Atendimento ao Cliente

3 2 maanden geleden

Opmerkingen: Foi uma boa plataforma para conseguir desempenhar meu papel como CX, ajudando os nossos clientes da melhor forma possível, apesar de apresentar alguns erros frequentes a facilidade ajudava a driblar eles.

Pluspunten:

É um software simples de ser usado para o atendimento ao cliente e sua compatibilidade com as aplicações do Google ajuda no dia a dia.

Minpunten:

Apresenta muitas instabilidades e erros durante, muitos deles que interferem diretamente na experiência do cliente no atendimento.

Nikhilesh C.
Team Lead in India
Informatietechnologie en -diensten, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Review as a Team leader

4 9 maanden geleden

Opmerkingen: Efficient

Pluspunten:

Ease of use Can create different types of views as per the requirement Reports and analysis

Minpunten:

Can't export to tickets in excel Slow while assigning tickets in bulk

Peeyush R.
Senior Specialist in India
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Advanced Chat Portal to use

5 5 jaar geleden

Opmerkingen: Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

Pluspunten:

No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

Minpunten:

Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.

Marcel P.
Product Owner in Nederland
Entertainment, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Helpshift has improved our support significantly

4 5 jaar geleden

Opmerkingen: The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues. The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.

Pluspunten:

Easy to use in the game and quite easy integration

Marcio hoerlle L.
Marcio hoerlle L.
3rd party - Lead/T2 Product Support in Brazilië
Geverifieerde LinkedIn-gebruiker
Internet, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Good platfom to reply Mobile app support tickets, but it lacks features.

3 4 jaar geleden

Opmerkingen: It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.

Pluspunten:

The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.

Minpunten:

it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.

Abimbola K.
Abimbola K.
Customer Support Team Lead in Nigeria
Geverifieerde LinkedIn-gebruiker
Entertainment, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Artificial intelligence is the future,so is Helpshift.

4 4 jaar geleden

Opmerkingen: Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.

Pluspunten:

In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product. Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..

Minpunten:

We have used this for less than a six month period,however I have been satisfied with the quality of service so far.

Erin L.
Marketing Manager in VS
Horeca, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer
Bron: SoftwareAdvice

Helpshift provides easy customer support at a cost

4 4 jaar geleden

Pluspunten:

The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.

Minpunten:

The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part.

Geverifieerde reviewer
QA Manager in Turkije
Geverifieerde LinkedIn-gebruiker
Computergames, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Right Tool for Customer Relationship Services

3 2 jaar geleden

Opmerkingen: For localized Customer Relationship Management it is the one solid product can give you what you want. It also eases to use.

Pluspunten:

Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM. The dashboard also provides the feature for localizing your FQAs for users which is quite powerful.

Minpunten:

If you’re using Helpshift for your mobile apps, SDK upgrades may need users permissions mostly for Android and iOS platforms. Other than that Customer Support of Helpshift is very quick to respond when you need it.

Eden J.
Service PM in Zuid-Korea
Entertainment
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Dragon Friends

5 5 jaar geleden

Opmerkingen: Helpshift help us to solve our CS problem immediatly. But we want to add more usefull functions. For example, we want to count numberof CS e-mail each title too.

Monette P.
CS Manager in China
Publiceren, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Exceptional Customer Service Platform!

5 5 jaar geleden

Opmerkingen: Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift!

Raji J.
Assistant Manager in India
Internet, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy to use tool

4 4 jaar geleden

Pluspunten:

It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.

Minpunten:

Limited features. Limited reports generation capabilities.

Barkha J.
Floor support in India
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Its really good easy to handle

5 5 jaar geleden

Pluspunten:

Design / function are the one which is like most. regarding design its simple and understandable. easy to use

Minpunten:

There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software.

Geverifieerde reviewer
Senior iOS Developer in Finland
Geverifieerde LinkedIn-gebruiker
Consumentenelektronica, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Chasing bugs in the Helpshift platform

1 4 jaar geleden

Opmerkingen: Pain.

Pluspunten:

Quite easy to set up, covers basic needs for customer care solution

Minpunten:

On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base. HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

Taku D.
Producer in Japan
Entertainment, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Powerfull Customer Satisfaction Tool

5 5 jaar geleden

Opmerkingen: Definitely a powerfull customer satisfaction tool I ever used.
Hopefully chat ops functions would be integrated in future.

Pluspunten:

Automatic customer tags help us to tier users.

Syed R.
Customer support executive. in India
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Very Helpfull

3 5 jaar geleden

Pluspunten:

Easy to understand and helpful to work, most of the features are clear and simple. Very easy to use.

Minpunten:

Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.

Rajarajeswari J.
AM in India
Kleding en mode, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Need more Improvement

2 5 jaar geleden

Opmerkingen: I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot.

Pluspunten:

Downtime or issue is less

Minpunten:

Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.

Keith N.
CEO in
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Bait & Switch

1 5 jaar geleden

Opmerkingen: The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

Pluspunten:

Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern

Minpunten:

Customer service was terrible. The bait & switch pricing. On renewal they wanted to up our pricing by 500%

Paul S.
VS
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Our customers loved us more after we gave them Helpshift

5 5 jaar geleden

Opmerkingen: We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system. Helpshift makes it great when our users get into a jam ... because they get to learn, talk, and get out of the jam - without having to go to email or a website.

Sue zann T.
Game Designer in VS
Computergames, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

It's expensive, but worth it

5 5 jaar geleden

Opmerkingen: We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent. We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems.

Pluspunten:

Ease of use both from a customer's and agent's perspective

Minpunten:

Pricier than other solutions

Krista N.
VS
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Helpshift Review

4 5 jaar geleden

Opmerkingen: I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient.

Pluspunten:

Easy to use

Minpunten:

The front page layout, can't see what the issue is about

Kristan R.
VS
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Huge fan of Helpshift

5 5 jaar geleden

Opmerkingen: I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools.

Lakshay B.
India
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Helpshift

4 5 jaar geleden

Opmerkingen: Pros:
FAQ
Knowledge base
Survey and feedback
Analytics
Cons :
Support
Automated issue routing

Rich Z.
VS
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Need more Analytics

4 5 jaar geleden

Opmerkingen: The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.