Helpshift Review

PROS: Helpshift is a powerful tool that helps us immediately respond to customer service requests done through our mobile app. Data and analytics are also helpful and has allowed us to easily roll out automated FAQs and templates according to our customers' needs.

CONS: Improvements have been done over the years, and we look forward to a few more such as requests that come via email.

PROS: Newbie customers find the platform user-friendly, easy-access and personalized.

CONS: Additional highlights or colors on the platform will help make it even easier to differentiate features offered on the pages.

PROS: Helpshift regularly implements updates that allow for consistent quality communication between its support team and its users.

CONS: None so far.

PROS: Helpshift is user-friendly and provides shortcuts that speed up the support process, including FAQs. It also provides useful analytics data and insights I need.

CONS: We would appreciate fewer SDK updates that take time to work on. The FAQs can also use more sub-sections to help with navigation and details.

PROS: I like that we have access to edit the FAQ section, and that chat queues are being managed according to categories that allow us to prioritize more urgent concerns.

CONS: A few points for improvement include FAQ section's text formatting, adding images and editing formatting on quick replies, and blurring the flows we're not working on to avoid confusion when we try making bigger bots.

PROS: Training our newbie agents on the use of Helpshift takes very little time because of its user-friendliness. Reporting, tagging and resolving user concerns are made easy. Ticketing filters and tracking features also help us prioritize concerns.

CONS: It's going to be loads better to remove resolved tickets in the queue

PROS: Helpshift is user-friendly and so easy to understand that we're able to get used to the system quickly. Having the search tool in place allows us to quickly locate specific chat histories.

CONS: Having additional features like being able to cancel sent chats, notifications that a user is back in the chat thread would make it easier for us to provide better service to our customers.

PROS: Helpshift is a great tool for our team to have quality conversations with our customers in real time. The insight that the analytics data provides is also useful to keep track of common concerns.

CONS: None yet

PROS: The world of customer support is fast-paced. You would think that a 5-second break is pretty harmless, but it can actually snowball to a bigger deal. So as an agent whose performance depends on the efficiency and prompt communication with customers, Helpshift pushes me to be more productive than ever. It ushers me in from one ticket to the next and helps me be at the top of my game.

CONS: I've never been more efficient than when I started using Helpshift. It would be nice then to see the numbers as a way to validate my productivity by quantifying it. However, Helpshift does not provide such numbers. It does, however, generate reports for us as a team.

PROS: Helpshift is a very useful tool our agents use to respond to concerns and questions from our client players. It also has a great tagging system that allows us to track what the common concerns are, as well as a survey system that allows us to track our players' satisfaction ratings for our support services. The basic Q&A section is also handy -- when there are game outages, our players turn to the FAQ section, instead of clogging our customer support.

CONS: An improvement in automated tags and keywords would be a helpful feature so we can avoid manual tags.

PROS: It's very useful for smart views that enable the customer's concern to be addressed by the same agent, to save time on recalling what the issue is about.

CONS: A more accessible reporting option and converting in-app to email cases could save more time, plus tags that help track trends.

PROS: Helpshift is intuitive to what I need and it's very user-friendly. Being able to customize features, bulk actions and search shortcuts allowed me to be more efficient.

CONS: I sometimes wish the platform can be more mobile-friendly, but maybe that's still a good thing: we can't have too much work taken from us!

PROS: Not only is the interface beautifully designed, but all the information that we need is within arms reach too. I also like how it informs me whether a customer I'm chatting with has gone idle or is still formulating his/her reply. This is a convenient way of letting us know whether we can move on to other customers or not.

CONS: The filing of resolved tickets can be quite messy. It would be nice if we were allowed to organize resolved tickets by tags or filters.

PROS: So far, we haven't had any problem onboarding agents into this platform. We've all been able to learn this tool quite quickly. I love the creation and resolution of issues here, in particular. Everything is organized, and thus easy to retrieve data when we need them. Eventually, all these attributes trickle down to increased productivity and accountability for each of the tickets filed.

CONS: It takes a while for the pending tickets list to refresh. Sometimes the queue shows tickets that have already been addressed.

PROS: Helpshift is so convenient and helpful when it comes to concise notifications and tracking previous concerns

CONS: Integrating desktop notifications in the same program would also be useful

PROS: Being able to automate several support functions including notifications, metadata delivery and in-app chats.

CONS: Bugs that came up have already been sorted.

PROS: Helpshift has revolutionized customer service. We are in the gaming industry, and queries often come in by the volume. Helpshift lightens the burden by supporting our agents in sending caged responses to basic questions. Any tickets filed through this system are sure to be followed-up too. It puts up notifications that give us a run-down for pending tasks and their updates. It has also helped us put up a thorough FAQ section to give gamers quick updates and the like. We've also been able to send out surveys to gauge customer satisfaction.

CONS: To respond to tickets efficiently, we need to be able to tag them correctly first. However, with Helpshift, we need to do this task manually. It would be a lot more time-saving if this were an automated process.

PROS: It's always good to have as many avenues to which our customers can reach us—and Groove is one such avenue. Customers love options, after all. This tool has allowed us to keep up with the times, especially with the fast-paced changes in the industry.

CONS: I have mapped a few milestones that I would like to reach with the help of Groove. It would be nice if this can help me generate the numbers to verify the success of each milestone.

PROS: I've heard really good feedback for Helpshift from our agents. This platform makes sure that all tickets are properly queued and resolved efficiently. It integrates smoothly with third-party solutions too. Usability and an intuitive interface are just some of its main selling points. As for me, who works as an admin, I've had a really good experience with this tool. I can easily restrict access to certain areas of this platform. The tagging and filtering system is quite thorough too.

CONS: The drawback of this tool is that I have to manually extract reports every day. This is an aspect that would do well with automation.

PROS: Helpshift offers convenience and accessibility like no other platform. It allows users and agents to quickly log in and file/respond to tickets without any problem. It has also helped us set up an FAQ page to decrease the traffic of users calling in to ask basic questions about our products. We're at the peak of our productivity and organization thanks to Helpshift.

CONS: Nothing. I love everything about this program. However, if I were to offer a suggestion, it would be nice if Helpshift automates the data extraction process.

PROS: I love how Helpshift teaches our agents ownership. If they get assigned a lead/contact, they would likely be the key person to resolve any issues this individual may raise throughout his/her buyer's journey. I think that this is a great tactic because re-assigning contacts are too time-consuming and stressful for all parties.

CONS: First of all, I wish that Helpshift would allow us to generate individual reports for our agents. There are group statistics, sure, but it would be great to see each agent's performance. Tagging can still be improved too. This way, whenever we encounter issues of the same filter, we can easily see how the previous issue had been resolved. Another time-saving feature to add can be the auto-conversion of cases from app to email cases.

PROS: The source of a ticket doesn't matter—whether through email, chat, or call—because Helpshift filters it all into a queue, so we know which ones to prioritize. Organizing tickets used to be an issue in our team, but this is now our strongest suit thanks to Helpshift.

CONS: There's still a lot of room for improvement here. I always urge agents not to be too dependent on this platform and still practice vigilance when using our canned responses as a resource. There's also the issue of creating the FAQ page too. I can't seem to easily copy and paste the text into it. As much as possible, I don't want to have to re-type content all the time.

PROS: Helpshift adds a whole layer of convenience to customer service. For one, it organizes our correspondence y category. We can also easily pick-up conversations with customers where we last left them. This has facilitated a smooth and natural flow of conversation between our agents and our clients. We can also easily add notes to help us remember certain information about said clients.

CONS: There are some duplicates and faulty filters. Other than this, everything works fine.