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its easy to use and anyone can start using the tool with great ease
What do you like best about the product?
The tool is easy to use and anyone who is a quick learner can understand well and stat using tht tool
What do you dislike about the product?
nothing ,as such , its a great tool for work. sometimes i did face a bit of lag but it happned very rarely
What problems is the product solving and how is that benefiting you?
mostly dealing with live chats and help desk issue.
Good experience
What do you like best about the product?
Helpshift helped me keep all my paper trails organized.
What do you dislike about the product?
Sometimes it would crash and there was nothing I could do but wait.
What problems is the product solving and how is that benefiting you?
I’m helping customers more efficiently, and solving problems that come from unorganized software.
User friendly
What do you like best about the product?
I like the fact that I can search any chats/emails that I want with the filter and sort it according to my preference.
What do you dislike about the product?
I wish we have an option to email the chat transcript to our email (both users and customers)
What problems is the product solving and how is that benefiting you?
Sorting tickets easily
Recommendations to others considering the product:
Yes, strongly recommended
An efficient way to facilite customer support
What do you like best about the product?
The views and filters were appropriate and useful. It was easy to flip between multiple cases and to respond to batches of cases in times of long waits and known outages.
What do you dislike about the product?
Refresh rates were inconsistent with the queue. When there are a high volume of users in the same queue, cases would get reassigned and responded to incorrectly.
What problems is the product solving and how is that benefiting you?
We used helpshift to repond to outlook mobile issues. It was a good way to interact with customers and dicern their issues in a timely manner. The problems that we faced while using helpshift stemmed from issues with support knowledge rather than utilization of helpshift itself.
Recommendations to others considering the product:
Make sure that your company has implimented an action plan for as many interactions as possible before beginning use of helpshift. Have them understand the metrics and information they would like to extract from helpshift so the appropriate filters can be applied.
My Helpshift Review
What do you like best about the product?
I like how the automation automatically comes on when in idle mode. I also love the cross platform views, customization and ease of use.
What do you dislike about the product?
Privacy Protection could be better. The admin options aren't the greatest around. The FAQs aren't very in depth.
What problems is the product solving and how is that benefiting you?
We use livechat to solve the problems we would encounter. We can see what needs improvement by seeing the stats with our customers.
Recommendations to others considering the product:
Helpshift is a valuable tool that anyone would find useful for their specific needs
Reliable Tool
What do you like best about the product?
Friendly user and easy to use Tool when supporting customers.
What do you dislike about the product?
Email technical issue sometimes.(Performance)
What problems is the product solving and how is that benefiting you?
Email Technical concern.
Recommendations to others considering the product:
NA
Maximizing Efficiency
What do you like best about the product?
Metadata has all the information needed for issue isolation
What do you dislike about the product?
Power BI or Reporting is sometimes latent
What problems is the product solving and how is that benefiting you?
We are handling tickets from customer's who are having issues with our Email Service. We as users, find th
Recommendations to others considering the product:
NA
Efficient service
What do you like best about the product?
What I like about Helpshift is that you could easily identify the issue of the customer through its Metadata. It provides all the necessary information to isolate the issue so we can provide the best resolution.
What do you dislike about the product?
I have observed delays when extracting reports using Power BI.
What problems is the product solving and how is that benefiting you?
From time to time. Helpshift is having email technical problems
Recommendations to others considering the product:
NA
Nice Tool
What do you like best about the product?
The Conversation is saved which makes it easy to navigate across the history
What do you dislike about the product?
Reporting can be improved a little , while pulling up the data there are few reports which are not available
What problems is the product solving and how is that benefiting you?
Quick customer contact and response
Recommendations to others considering the product:
NA
Automation and Reporting
What do you like best about the product?
it is real time. Emails come as the Customer sends their email giving us an opportunity to respond to their queries immediately. The tool itself is also user friendly. Just like any other email app when you can send responses.
What do you dislike about the product?
Manual dispatching of tickets, Incomplete dashboard reporting which makes it difficult to easily identify outliers for the team. It would be better if we get the metric broken down into Team level, Agent level, Site level,
What problems is the product solving and how is that benefiting you?
Real time responses to our Customers which gives us high Customer experience rating if the issue is resolved.
Recommendations to others considering the product:
Team Level Reporting
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