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Reliable, flexible platform that can get you to value quickly.
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.
- 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.
- 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.
- Robust case prioritization and routing logic (in conjunction with Salesforce) .
- Easy self-triaging of case volume by end-user.
A tool that facilitates communication with the customer.
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 The design also appears to be a little outdated.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.
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.
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.
Very strong on its market but expensive
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
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.)
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
Easy chat bot setup
The Top Mobile Support Platform
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
Helpshift allows us to engage with our customers
What do you like best about the product?
Helpshift allows us to organize, prioritize, and engage with customer communication in a very effective way. It collects messages from our titles as well as emails from our website, tags them, and filters them however we want to see them. It makes it easy to communicate with our players through personal messages or quick replies to common issues and questions.
What do you dislike about the product?
I wish there was a way that Helpshift could translate communication from different languages into English and then back again.
I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games.
I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games.
What problems is the product solving and how is that benefiting you?
Helpshift is our vehicle for customer service and makes it easy to communicate with our customers. The process can be tedious and time-consuming, but Helpshift makes it far more efficient.
System work well for us, support is always fast to handle questions, address issues.
What do you like best about the product?
No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees.
What do you dislike about the product?
While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) .
What problems is the product solving and how is that benefiting you?
In App support - presentation of FAQs and an an in-App channel for logging help requests.
Recommendations to others considering the product:
Overall good platform for a standard service offering but be aware it's not easy to customise FAQs content by geography if this is important.
Everything my team needs to provide excellent client service
What do you like best about the product?
Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience.
What do you dislike about the product?
Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support.
What problems is the product solving and how is that benefiting you?
We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month.
Recommendations to others considering the product:
Definitely have a list of what you need the platform to do and have them demo the features. It does way more than you think!
Help Shift
What do you like best about the product?
Easy of initial integration for gaming platform (Unity)
What do you dislike about the product?
Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot).
What problems is the product solving and how is that benefiting you?
Ease of initial integration and getting started. Unity plugin is a plus!
Recommendations to others considering the product:
ease of getting started, but not for price
Great Customer Service and overall great application
What do you like best about the product?
The ease with which you can work. The flow of information makes it easy to follow.
What do you dislike about the product?
A few customizations are not available at this time with Helpshift, but after speaking to the team, they have been able to look into it.
What problems is the product solving and how is that benefiting you?
We are using the application for Customer Service and making sure people can contact us for immediate attention within their Mobile app for financial instructions.
Recommendations to others considering the product:
NA
Solid support CRM
What do you like best about the product?
The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android.
What do you dislike about the product?
The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse.
What problems is the product solving and how is that benefiting you?
Helpshift is helping my org to scale operations without needing to scale costs by providing avenues of self-service, and automation.
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