Avaliações e detalhes do produto Helpshift

The ticket claiming system and the different views.

The system makes it feel "inappropriate" to take a colleague's ticket, and some of them go a long time unanswered.

Ticket answering and organization. It's a very efficient, visually pleasing system.

Simplicity and portability of the platform and continuous innovation.

Not able to support multiple languages as part of the backoffice

Customer Self Service and FAQs

Helpshfit has provided us with complete information about the interactions our customers make and details the best way to solve a problem effectively and optimizes the management of daily requests made by our customers.

Since this platform is highly valued and used by large corporations, its packages and plans are expensive, especially if a plan is required where technical service is required, which is necessary because its use is complicated to apply it to a company.

Not only complaints are important to us, so are the comments and encouragement that customers can give us, for which we care to offer them a mutual interaction where they are grateful and we know that what we are doing has good results that It is an indicator that many companies want to have about the conformity in which our services and products are received.

Very powerful software, with frustration-free and optimal automation and messaging features. We provide effective results from the first response to the resolution of a problem, this process is carried out in its entirety from one channel to another so that your customers never have to repeat themselves or start over, using tools such as digital channels, telephone support, self-service and bots, which we integrate into our messaging conduit. The entire customer conversation platform is focused on allowing potential consumers to communicate through this medium and take the most efficient path to resolution through the aforementioned tools.

It has a mobile access interface, with which we can allow the team to attend to the concerns of clients inside and outside the company, but it is not as effective as the desktop access application, since it is limited with functions that are useful and interesting; It is not an aspect that affects us to a large extent since we very seldom choose these routes, we always try to manage the service process within the company and during working hours.

We dramatically improved CSAT by working in conjunction with bots. We value clients' time, keeping in mind that it is the most important factor. We can eliminate the annoying interaction in a single determined moment, if not that all consumers can respond in their managing their time to their benefit, since they can receive notifications when there is a message waiting and resume the conversation where they left it at the time that want. We solve problems more efficiently, increasing prospect satisfaction in the process. We have predesigned responses, fully capable of solving common problems and expediting requests.

The thing I like the most is the clear interface - compared to the other tools, it's easy to get accustomed to, even for the ones who just started working on Helpshift. I haven't had a feeling of "getting lost" since features were easy to find :) Moreover, the tag and queue system helps a lot, now I wouldn't even imagine working without it.

Sometimes I feel that the bot needs to be more precise, as it often sends answers that are not related at all to the customer's question. I've also recently noticed that some issues become "lost" in the queues - for example, they were unassigned for about 26 days after the bot forwarded it to our agents. Otherwise, I don't have any other objections.

My problem solving varies from the standard stuff like account recovery, payments, to just answering customers' questions. Due to Custom Issue Field, my work has become faster since I can easily check the Player ID without asking the customer for it. Furthermore, I can also check if their phone's specs meet the minimum requirements. CSAT system helps greatly as well with monitoring my work and thanks to filtres I can find everything rather quickly. Compared to my experience with another tool (which I, of course, won't name :) ) Helpshift is more fitted to my field of work.

1. Ease of integration and Knowledge Base 2. Multiple Digital Support Channels integrated into one console 3. Powerful platform for Analytic 4. Bots and AI integration are very easy

1. Not having a dedicated technical support team that speaks spanish 2. There should be more courses or education materil on certain topics such as how to get more of the platform. Bots Creation Workshops, etc. 3. Not having integration with FB Messenger and WhatsApp.

1. Omnichannel support experience through web and native apps 2. Proactive Support for our users 3. Bots and AI automation for FAQs and Transactional (APIs)

I like that you can segment your users, provide precreated response and being able to link to your FAQs

I have no complaints, the program does everything we need it to do.

purchase issues, connection issues and general customer questions

Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience.

Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends.

We are using the Helpshift SDK to resolve the customer's problems. We have integrated Helpshift in our games to listen to the user's problem. With the help of Helpshift, user's can reach to us and tell their problems that they are facing while using our products.

Helpshift is just so easy to use that when we are training new agents in using it, they are able to grasp everything so easily. Also, making reports, filtering tags and issues are also easy to do and see using helpshift. Sorting tickets is also made easy and this is so important in our line of work since we have to know which where our priorities are falling into. SLA is really important in our line of work, so being able to track these tickets is really important to us.

I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue.

Lots of problems are being solved using helpshift. One is just our day to day tickets. Also, being able to see the data and statistics for our reporting is very helpful.

Simplicity and possibilities which are going to improve your own work.

Sometimes it might create an annoying string of little problems.

It's mostly technical problems. The quick-action are quite helpful to answer a lot of people in a short period of time.

One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient.

I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month. We have macros available to the whole team, but it'd be great to have keyboard macros as well.

We solve a variety of issues, ranging from simple questions to technical issues that requires the usage of our own backend. Now with the answer bots system and the additional features added in the past 3 years, we got the ability to focus on the more complex issues, while helpshifts handles the rest thanks to the answerbot and the well-done FAQ system.

I liked that there were a lot of automation options available which came in handy for our smaller-sized team.

To be honest, I didn't fully utilize all the features available but perhaps a simpler onboarding experience would've helped educate me on what I could do.

We needed a unified channel of receiving feedback/issues from users and HelpShift helped fill a large part of that void. It was easy to see what issues were out there at a glance.

The team behind Help Shift was absolutely amazing when going through set up, as well as through contracting. Because of the increased cost we were incurring over ZenDesk, the team was very patient and made sure we had everything we required to make an informed and educated decision.

Time to integrate leaves a bit to be desired. However, I guess all great things take time!

24.7 customer support automation in localized languages helping us reduce our staffing costs, and expand our offerings to our clients.

I appreciate the ability to sort and bulk responses with ease. Adding tags and sorting of current data is very easy. You can also automatically tag tickets and assign them to queue with minimal automation programming.

I either do not possess the knowledge, or Helpshift does not have the ability for detailed reporting. If you only need generalized reports/sorting abilities, I would recommend this product.

Organizational problems are solved with sorting. Large Volume tickets can be grouped and resolved quickly.

It's easy to use and integrate with android and ios apps.

My novice support users have some difficulty as the platform is not yet available in Portuguese.

Contact with customers has been made easier and now we have more information about their cell phones, which speeds up the service.

Helpshift is awesome because it allows you to create automated responses. It also has great tagging capabilities.

FAQs could have a better experience. It would also be great to have automated bot that resolves spam.

Customer reported app issues. Obtaining info on repro steps. Querying for specific issues based on keyword . Segmenting users based on platform.

The in-app FAQ and messaging for customers, and the APIs that present so much information on the backend, saving much time.

The technicality of the APIs needed to get the full Helpshift experience is often daunting and not something a marketing team can implement alone.

Helpshift helps us save time asking questions and allows us to sort our issues based on a number of criteria to be as specific as possible.

When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still. Fast and easy way for customer to communicate rather then having to speak over the phone

When it freezes in the middle of chatting with a customer and we have to click back and forth

Great customer service Giving customer details and feed backs with there transction solving the customer problems in a timely manner

Easy to use and navigate, very user friendly

Can freeze and not update, has a hard time communicating with other programs

Guests are able to easily contact us, makes communication easy

how the chats are separated properly by the time and that there is a notification when new chats are assigned to you. There are some things that can be improved. What I like the most is how the automation kicks in when the Customer have gone idle. As well as if the Agents have not responded to the chats in a timely manner.

The chats are messy and get tangled up and it should at least be listed as the first it stays that way. there are some things that can be improved in the Helpshift systemation. Like keeping chats in place even though it has been replied to. As long as the timing is correct to when the Customers has replied to the conversation or when the agents has replied to the customers.

When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still connected with us. If the Customer has gone idle, the chat will automatically close and a new chat is assigned to the agent which is a good thing rather than manually picking up chats. It saves us a lot of time in handling more chats.