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Helpshift Digital Customer Service Platform

Helpshift

Reviews from AWS customer

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External reviews

372 reviews
from

External reviews are not included in the AWS star rating for the product.

    Stephen A.

Amazing Product and Service

  • January 13, 2023
  • Review provided by G2

What do you like best about the product?
The product is well thought out and when we have recommendations/feature requests, HS always is ready to accomodate our requests.
What do you dislike about the product?
Nothing as of now. When ever we've had something missing with HS, they've always assisted in creating the feature or providing a work around
What problems is the product solving and how is that benefiting you?
We're using Helpshift company wide for our support teams and clients/partners

    James K.

Easy to use

  • September 13, 2022
  • Review provided by G2

What do you like best about the product?
The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI.
What do you dislike about the product?
Slow response from support, especially on the integrations with other tools.
What problems is the product solving and how is that benefiting you?
Helpshift helps us understand the customers. It also allows us to easily respond to them faster.

    Entertainment

Helpshift: A good entry point for chat and email support

  • September 06, 2022
  • Review provided by G2

What do you like best about the product?
Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime.
What do you dislike about the product?
Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours.
What problems is the product solving and how is that benefiting you?
Helpshift primarily helps us manage our CS requests. As one of our goals being response time; Helpshift's ability to show the age of each ticket helps in keeping track of this goal.

    Maria R.

HelpShift is amazing!

  • July 05, 2022
  • Review provided by G2

What do you like best about the product?
Helpshift is a wonderful platform for serving my company's customers. I use it daily to provide incredible service and, thus, for the customer to leave satisfied. It is very intuitive and easy to use, in addition to the features being very comprehensive.
What do you dislike about the product?
I know that all products are subject to instabilities. As I use Helpshift every day, I believe I can notice more. At times, the platform freezes, sends duplicate messages to the client, and even the redistribution of chats stops happening automatically. However, this does not affect the final product.
What problems is the product solving and how is that benefiting you?
Helpshift benefits me daily, as it is through it that I am able to provide efficient customer service. Furthermore, it is an incredible platform that allows us to organize and separate service requests by themes.

    Banking

Helpshift Rating

  • May 30, 2022
  • Review provided by G2

What do you like best about the product?
It's easy to use and intuitive for service staff.
What do you dislike about the product?
The Helpshift could have more tools to control users.
What problems is the product solving and how is that benefiting you?
It is a tool that facilitates instant communication with the customer.
Recommendations to others considering the product:
It is a good tool of customer service, but it needs more development in the control of users.

    Sergey L.

Helpshift review

  • May 25, 2022
  • Review provided by G2

What do you like best about the product?
I like the visual simplicity of the product. It is easy to talk to our customers, and send attachments and images.
It can be well integrated with so many different systems.
What do you dislike about the product?
Previously it took us some time to reach out to the engineers to get the solution for a critical issue we had.
Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly.
What problems is the product solving and how is that benefiting you?
Our customers communicate with our agent using Helpshift integrated into the app and website.
Also, we use FAQ to answer the most popular questions and requests.
Automation rules and bots help us to organize the customer inquiry flow.

    Ben T.

Reliable, flexible platform that can get you to value quickly.

  • May 25, 2022
  • Review provided by G2

What do you like best about the product?
- 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.
What do you dislike about the product?
- 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.
What problems is the product solving and how is that benefiting you?
- Fast, scalable customer support in Web and App.
- Robust case prioritization and routing logic (in conjunction with Salesforce) .
- Easy self-triaging of case volume by end-user.

    Lucas A.

A tool that facilitates communication with the customer.

  • May 19, 2022
  • Review provided by G2

What do you like best about the product?
It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service.
What do you dislike about the product?
Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic.
The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way.
What problems is the product solving and how is that benefiting you?
Today we use the tool to chat with our customers through our product app. The tag function is one of the benefits that help us to raise the questions that most make the customer make this contact. We were also able to put a color filter to determine if a chat has already been answered or if it is still waiting for an answer, set up a transfer to another agent, so the customer doesn't have to wait too long for a response. It is also possible to work with bots in the tool, we were able to automate some trades. Thus, we aim to make our service more optimized.
Recommendations to others considering the product:
I recommend Helpshift, as it is a platform that keeps the company always connected with the online customer. Help solve problems and clarify doubts immediately.

In addition to being able to add bots that help in the search for necessary information that make the person responsible for the service more prepared when starting a new chat with the customer.

    Anh L.

Very strong on its market but expensive

  • May 19, 2022
  • Review provided by G2

What do you like best about the product?
Multiple platforms on the help center
Easy chat bot setup
Very good UI and UX
Unity plugin
Good analytics
Some good integration
Good customer support
What do you dislike about the product?
Expensive
Lack of some platform support on the Help Center (Console, PC, etc.)
Lack of some channels (Telegram, TikTok, etc.)
What problems is the product solving and how is that benefiting you?
Multiple platforms on the help center
Easy chat bot setup

    Thomas S.

The Top Mobile Support Platform

  • May 18, 2022
  • Review provided by G2

What do you like best about the product?
The ability to automate and provide strong self-service options while simultaneously collecting all necessary information to ensure agent support is fast and effective.
What do you dislike about the product?
Helpshift's roadmap over the past couple of years have covered all the major gaps that I saw with the product, so there isn't really anything I dislike about it today.
What problems is the product solving and how is that benefiting you?
Collecting as much data as possible to help us support the player without the player needing to manually submit that data ensures accurate information is provided while also creating a strong player experience. The high level of automation allows us to scale in a cost-effective way and the ongoing improvements to chatbots and other functions make it easier to set up and maintain these automations. The ease of integration is also a major differentiator that helps solve the issue of getting resourcing in time to implement support solutions in our products.
Recommendations to others considering the product:
Helpshift has been a great partner

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