Useful tool to resolve player data and concerns

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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

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

Being able to track feedback, volume and trending issues through the analytics tool has helped us improve our services. Basic questions are also answered through the FAQ, so players would now reach out for more meaningful conversations.

Are you a current user of this product?

Yes