Help keep our workflow organized.

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What specific problems in your company were solved by this product?

We work with computer gamers who often drop in to report issues or pinpoint areas for improvement. To deal with the traffic, we've enlisted the assistance of Helpshift—this was one of the best business decisions we've made. Helpshift has not only helped us respond more promptly to users, but it has also helped us answer their questions accurately.

Are you a current user of this product?

Yes