Customer facing first

Publié le 27/03/2017
Richard K.
Player experience lead
Jeux vidéos, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.

Avantages: Helpshift is a great user experience, and integrates easily with our products.
The easily updatable FAQs have been a massive win for me over other competing products.

Inconvénients: The analytics are thin and not quite usable.
Management of user roles is extremely limited and messy (not able to add admins to groups).
Views are a nightmare to manage as an admin and its far to easy to break them.

Good platfom to reply Mobile app support tickets, but it lacks features.

Publié le 16/10/2018
Marcio hoerlle L.
3rd party - Lead/T2 Product Support
Internet, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
3/5
Note globale
4 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.

Avantages: The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.

Inconvénients: it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.

Advanced Chat Portal to use

Publié le 01/04/2017
Peeyush R.
Senior Specialist
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

Avantages: No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

Inconvénients: Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.

Helpshift has improved our support significantly

Publié le 27/03/2017
Marcel P.
Product Owner
Divertissement, 51-200 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues. The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.

Avantages: Easy to use in the game and quite easy integration

Artificial intelligence is the future,so is Helpshift.

Publié le 06/09/2018
Abimbola K.
Customer Support Team Lead
Divertissement, 51-200 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.

Avantages: In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product.
Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..

Inconvénients: We have used this for less than a six month period,however I have been satisfied with the quality of service so far.

Helpshift provides easy customer support at a cost

Publié le 06/02/2018
Erin L.
Marketing Manager
Hôtellerie, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
Source : SoftwareAdvice
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
3 / 5
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.

Inconvénients: The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part.

Dragon Friends

Publié le 01/04/2017
Eden J.
Service PM
Divertissement
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Helpshift help us to solve our CS problem immediatly. But we want to add more usefull functions. For example, we want to count numberof CS e-mail each title too.

Exceptional Customer Service Platform!

Publié le 27/03/2017
Monette P.
CS Manager
Édition, 51-200 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift!

Easy to use tool

Publié le 25/09/2018
Raji J.
Assistant Manager
Internet, 5 001-10 000 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
4 / 5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.

Inconvénients: Limited features. Limited reports generation capabilities.

Its really good easy to handle

Publié le 10/05/2017
Barkha J.
Floor support
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

Avantages: Design / function are the one which is like most. regarding design its simple and understandable. easy to use

Inconvénients: There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software.

Chasing bugs in the Helpshift platform

Publié le 09/10/2018
Utilisateur vérifié
Senior iOS Developer
Électronique grand public, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
1/5
Note globale
4 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Pain.

Avantages: Quite easy to set up, covers basic needs for customer care solution

Inconvénients: On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base. HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

Powerfull Customer Satisfaction Tool

Publié le 27/03/2017
Taku D.
Producer
Divertissement, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Definitely a powerfull customer satisfaction tool I ever used.
Hopefully chat ops functions would be integrated in future.

Avantages: Automatic customer tags help us to tier users.

Very Helpfull

Publié le 10/05/2017
Syed R.
Customer support executive.
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
3/5
Note globale
3 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
3 / 5
Support client
3 / 5
Rapport qualité-prix

Avantages: Easy to understand and helpful to work, most of the features are clear and simple. Very easy to use.

Inconvénients: Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.

Need more Improvement

Publié le 25/03/2017
Rajarajeswari J.
AM
Mode et vêtements, 5 001-10 000 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
2/5
Note globale
2 / 5
Facilité d'utilisation
1 / 5
Fonctionnalités
4 / 5
Support client
2 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot.

Avantages: Downtime or issue is less

Inconvénients: Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.

Bait & Switch

Publié le 08/11/2017
Keith N.
CEO
Logiciels, 13-50 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
Source : SoftwareAdvice
1/5
Note globale
1 / 5
Facilité d'utilisation
1 / 5
Fonctionnalités
1 / 5
Support client
1 / 5
Rapport qualité-prix

Commentaires: The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

Avantages: Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern

Inconvénients: Customer service was terrible. The bait & switch pricing. On renewal they wanted to up our pricing by 500%

Our customers loved us more after we gave them Helpshift

Publié le 24/03/2017
Paul S.
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system. Helpshift makes it great when our users get into a jam ... because they get to learn, talk, and get out of the jam - without having to go to email or a website.

It's expensive, but worth it

Publié le 24/03/2017
Sue zann T.
Game Designer
Jeux vidéos, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent. We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems.

Avantages: Ease of use both from a customer's and agent's perspective

Inconvénients: Pricier than other solutions

Support - all in one!

Publié le 22/05/2018
Utilisateur vérifié
Learning and Development Associate
Externalisation/délocalisation, 201-500 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
3 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix

Avantages: The fact that you can have your user-facing help and support integrated with your support team over chat/tickets. The new Zendesk integration has made our lives a billion times easier!

Inconvénients: It can be a bit hard to get the hang of it at first. For someone who's looking for an easy way to do support for a small startup, this would probably not work at first.

Review of Helpshift

Publié le 24/03/2017
Stephanie W.
Provenance de l'utilisateur 
3/5
Note globale
5 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
4 / 5
Support client
3 / 5
Rapport qualité-prix

Commentaires: Its a great product, some features missing but otherwise very good! Some features that it lacks is have a real time Live chat, so you can see the customer typing and being able to delete sensitive data without contacting Helpshift.

Helpshift Review

Publié le 27/03/2017
Krista N.
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient.

Avantages: Easy to use

Inconvénients: The front page layout, can't see what the issue is about

Huge fan of Helpshift

Publié le 24/03/2017
Kristan R.
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix

Commentaires: I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools.

Need more Analytics

Publié le 27/03/2017
Rich Z.
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix

Commentaires: The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Helpshift

Publié le 25/03/2017
Lakshay B.
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
3 / 5
Support client
4 / 5
Rapport qualité-prix

Commentaires: Pros:
FAQ
Knowledge base
Survey and feedback
Analytics
Cons :
Support
Automated issue routing

Excellent customer support software

Publié le 24/03/2017
Tomislav G.
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix

Commentaires: Once we moved to Helpshift from forums that we were using, for customer support, we never looked back!

Helpful product!

Publié le 24/03/2017
Matthew K.
Product Specialist
Divertissement, 201-500 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: I used it all the time for customer support with the Splice App. Super easy to learn quickly and to navigate.

Avantages: clean layout. Easy to figure out.

Inconvénients: n/a