Our agents love working with Helpshift!

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

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

Helpshift has helped us develop rapport and establish our expertise to our clients. It serves as a gateway for communication.

Are you a current user of this product?

Yes