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HS
What do you like best about the product?
The search function for finding old tickets
What do you dislike about the product?
That tickets disappear after a few months.
What problems is the product solving and how is that benefiting you?
Take care of our customers
Helpshift-usually helpful, sometimes glitchy
What do you like best about the product?
Easy organization of work issues that come in, listed in order of priority or by wait time. Simple click boxes and very functional for customer service.
What do you dislike about the product?
At first, it was confusing to grasp how everything worked. There have been a few glitches and sometime Helpshift crashes. This can be frustrating when live-chatting with customers.
What problems is the product solving and how is that benefiting you?
Helpshift has helped with quick and effective communication with the customer. They are able to reach out day or night the issues go into a wait by time queue. This makes it very easy to service and help our customers in the most efficient way. Live chat was definitely a game changer.
Recommendations to others considering the product:
Have extensive training to your staff on Helpshift, it's easy once you know how.
Helpshift Review
What do you like best about the product?
I like that I can see the conversations go back and forth between me and the customer. It works great to notify me when I have a reply waiting for me or when I am waiting for someone and how long I have been waiting. Gives me great details.
What do you dislike about the product?
I dislike that there isn't a pending folder of needing to follow up. It would be nice to not have to go through all of my notes and find which issues need to be followed up with. At my last company, we had a pending folder and it helped with my productivity.
What problems is the product solving and how is that benefiting you?
Being able to communicate with our customers and utilize our productivity by seeing how many people we have helped, find answers from other issues, etc.
Recommendations to others considering the product:
Great way to keep up with team issues and be able to communicate with customers.
I've never used a different chat service but helpshift has gotten the job done.
What do you like best about the product?
Intuitive platform. They are continually getting better and improving features. Easy to keep everything straight and orderly so we can get to customers quickly.
What do you dislike about the product?
I wish I could flag issues I need to come back to. Something more than just selecting an additional tag. I wish I could set up my own quick text options rather than company wide ones as I hate typing my own name a million times per day. I also wish the FAQ section had an easier viewing/selecting option.
Persistent notes for a customer would also be ideal (notes that carry over from one issue to the next).
Persistent notes for a customer would also be ideal (notes that carry over from one issue to the next).
What problems is the product solving and how is that benefiting you?
Communications with customers is key. Live chat has been particularly helpful as it gets customers help very quickly.
HelpShift for Customer Service
What do you like best about the product?
Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.
What do you dislike about the product?
Glitchy. Notifications are regularly off. Would love to integrate Social Media.
What problems is the product solving and how is that benefiting you?
We use it for customer inquiries ranging from technical issues to simple how-tos and feedback.
Recommendations to others considering the product:
I'd love if it integrated a Social Media platform, but it's fantastic for bringing emails and in-app help (including Live Chat) into a single program. It takes a while to familiarize yourself with all the features.
Helpshift
What do you like best about the product?
The ease, all of the information is in one place. It's very intuitive and user-friendly. Their customer support is top-notch!
What do you dislike about the product?
It isn't real-time. Productivity is harder to measure when it's not in real time. Sometimes takes awhile to load, and can be glitchy.
What problems is the product solving and how is that benefiting you?
We use them for all of our customer support. It's a great platform. Their automations are great, live chat is great.
Recommendations to others considering the product:
Their customer support is amazing and will work with you to meet whatever needs to have. They have tips and tricks and features that they will help you with, you just have to ask.
Great new features! They're making great strides!
What do you like best about the product?
I like that a helpshift has a user-friendly interface and it makes it incredibly easy to keep track of your types of issues using their tag system. It's also great because they have a mobile version. So a colleague could send you a link to a Helpshift issue and you can open it and reply right from your phone. They recently came out with a 'Quick Reply' category which is so helpful when using their live chat feature. You can send your customers short phrases that already pulls their name from the top of the ticket.
What do you dislike about the product?
It’s slow and not 100% reliable. It takes a lot of page refreshing to get the most accurate up to date figures. They seem to have hiccups on their end quite a bit. I'd love if they came out with a real-time tracking system because it can sometimes take hours to get the most accurate numbers from their analytics. I also would like to see them come out with a smart phone appl.
What problems is the product solving and how is that benefiting you?
We help our customers using Helpshift. So it’s important. We also use the tags to organize the issues that come in to better understand the user experience. Using their tag organization, we can foresee what problems our customers are experiencing and predict what will happen next. It makes it easy to find the types of problems customers are having. We also use Helpshift to keep track of the user's history with us. This makes it nice because we can easily open their past issues and not have to ask them a bunch of questions they've already answered.
Recommendations to others considering the product:
If you're using Helpshift, I'd highly recommend getting in touch with their support team for a 1 on 1 tutorial. It has so many awesome features that aren't the most obvious to find.
Pretty good.
What do you like best about the product?
It is user friendly and not confusing to figure out.
What do you dislike about the product?
I can’t think of anything I really dislike.
What problems is the product solving and how is that benefiting you?
Responding to customers and keeping all of our issues organized.
Great platform for customer service!
What do you like best about the product?
I like that Helpshift is willing to work with us on features we would like added to Helpshift. They are always very responsive to us when we have questions or want more features. I love how Helpshift always notifies its users when they will have a service outage (but they are rare!). I also love how Helpshift is easy to use, and easy to keep track of analytics. Always reliable!
What do you dislike about the product?
I don't like that I can't see the email from customers to me on the whole screen. It used to be that way, but was recently changed. So the email is smaller, and if it's a long thread, I have to scroll a long ways up to find older emails, whereas if the screen were bigger, I wouldn't have to scroll as much.
What problems is the product solving and how is that benefiting you?
We're helping our customers resolve their issues super quickly because of live chat! That has been such a benefit to us and our customer service quality.
Helpshift is Helpful
What do you like best about the product?
I like that the emails come right in and we are able to answer them in a timely manner. The quick replies are some of the most useful things that I use during my workday. I insert them into almost every conversation I have with my customers and find it so convenient that they are just as they say they are, quick. We've started using the Live Chat feature through Helpshift and it truly is such a game changer for my work. I know that when my team has questions or feature requests on Helpshift, that the Helpshift team listens to them seriously and works their hardest to help us implement them.
What do you dislike about the product?
I don't like that sometimes customers can respond to an email that is really old and it comes back to me, even though it has nothing to do with the issue I help with previously. I also really dislike that linkedin replies come to me through my emails that I've sent to customers. It is obnoxious as I am rejecting them constantly as they are received.
What problems is the product solving and how is that benefiting you?
We are getting customer's emails answered quickly. It is really beneficial to get the customers taken care of. As mentioned above, we now have the Live Chat feature and it is so helpful in getting customers answered quickly. Our customers are happier as they are getting immediate help and that is a huge benefit to my job. We are also able to track which issues are coming in with their convenient tags. This helps our development team create a better product for our customers.
Recommendations to others considering the product:
This is a great tool if you want to get emails organized quickly.
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