About Helpshift

Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. By reducing the number of incoming support requests with an in-app knowledge base and leveraging in-depth user and device data to proactively engage mobile customers with targeted push notifications & in-app surveys, Helpshift’s customer care suite has proven to improve agent resolution times and increase user satisfaction with their in-app experience.

Helpshift understands the importance of meeting customers in their preferred context and continues to makes it easier for businesses, large and small, to care for their customers through in-app FAQ's, in-app Chat, and relevant device data, to provide customer care throughout the mobile user's experience.

Key benefits of Helpshift

  • Helpshift enables app users to send messages to teams running the app, without interrupting their own user experience.

  • Messages from users flow into the Helpshift dashboard in real-time, where teams can manage, prioritize and then respond to conversations quickly.

  • Helpshift sends push and in-app notifications to bring users back into the app, increasing app engagement.

  • With FAQs native and locally cached inside the app, users can access the FAQ even when they're offline. Users can self-serve and instantly find answers to their problems.

  • FAQs can be localised in multiples languages. Helpshift's mobile SDK can automatically detect the users language settings to deliver FAQs in the relevant language.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico

    Supported Languages

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    Images

    Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
    Helpshift delivers actionable and critical data in a new dashboard
    Helpshift Analytics provide insight into a range of metrics
    Case management tools allow users to track customer issues
    Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
    Custom reports can be created
    The search functionality allows users to find relevant information from the knowledge base/FAQs easily
    Auto-responses aim to gather as much customer data as possible
    View 9 more
    Helpshift video
    Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics Helpshift screenshot: Case management tools allow users to track customer issues Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked Helpshift screenshot: Custom reports can be created Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily Helpshift screenshot: Auto-responses aim to gather as much customer data as possible

    Features

    Total features of Helpshift: 80

    • @mentions
    • API
    • Access Control
    • Activity Dashboard
    • Activity Tracking
    • Archiving & Retention
    • Assignment Management
    • Auto-Responders
    • Automatic Notifications
    • Business Intelligence
    • CRM Integration
    • Call Recording
    • Call Routing
    • Campaign Analysis
    • Campaign Management
    • Case Management
    • Chat
    • Client Portal
    • Collaboration Tools
    • Collaborative Workspace
    • Custom Fields
    • Custom Forms
    • Customer Accounts
    • Customer Activity Reporting
    • Customer Experience Management
    • Customer History
    • Customer Segmentation
    • Customer Service Analytics
    • Customizable Branding
    • Customizable Reporting
    • Customizable Templates
    • Data Import
    • Data Import/Export
    • Data Visualization
    • Desktop Notifications
    • Email Integration
    • Email Notifications
    • Email Templates
    • Email Tracking
    • Employee Management
    • Escalation Management
    • Event Triggered Actions
    • Feedback Collection
    • Feedback Management
    • Full Text Search
    • Gamification
    • Help Desk Integration
    • Help Desk Management
    • Inbox Management
    • Instant Messaging
    • Knowledge Base Management
    • Multi-Campaign
    • Multi-Channel Communication
    • Multi-Channel Distribution
    • Multi-Channel Management
    • Multi-Language
    • Multiple User Accounts
    • Offline Access
    • Performance Reports
    • Prioritizing
    • Real Time Data
    • Real Time Notifications
    • Real Time Updates
    • Reporting & Statistics
    • Request Routing
    • SLA Management
    • SSL Security
    • Search Functionality
    • Self Service Portal
    • Sentiment Analysis
    • Single Sign On
    • Social Media Integration
    • Status Tracking
    • Support Ticket Management
    • Tagging
    • Third Party Integration
    • Timer
    • Visual Analytics
    • Widgets
    • Workflow Management

    Alternatives

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    LiveAgent

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    Deskero

    4.7
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    Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track...

    Comm100 Live Chat

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    Reviews

    Overall rating

    3.9 /5
    (26)
    Value for Money
    3.8/5
    Features
    3.7/5
    Ease of Use
    4.1/5
    Customer Support
    4/5

    Already have Helpshift?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 26
    Fabiana H.
    Overall rating
    • Industry: Outsourcing/Offshoring
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Effective Ticketing Software for Chats

    Reviewed on 2020-02-20

    We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay...

    We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.

    Pros

    The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.

    Cons

    Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.

    Richard K.
    Overall rating
    • Industry: Computer Games
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Customer facing first

    Reviewed on 2017-03-27

    HelpShift has been a paradigm shift in terms of quality and up to date support for our users....

    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.

    Pros

    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.

    Cons

    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.

    Marcio hoerlle L.
    Overall rating
    • Industry: Internet
    • Company size: 501-1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 6.0 /10

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

    Reviewed on 2018-10-16

    It does the basic job of getting a ticket and responding, splitting incoming tickets into queues,...

    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.

    Pros

    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.

    Cons

    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.

    Peeyush R.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Advanced Chat Portal to use

    Reviewed on 2017-04-01

    Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge...

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

    Pros

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

    Cons

    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.

    Marcel P.
    Overall rating
    • Industry: Entertainment
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Helpshift has improved our support significantly

    Reviewed on 2017-03-27

    The service itself is of good level, especially the integration in the game is of good value. Also...

    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.

    Pros

    Easy to use in the game and quite easy integration

    Showing 5 reviews of 26 Read all reviews

    Helpshift FAQs

    Below are some frequently asked questions for Helpshift.

    Helpshift offers the following pricing plans:

    • Starting from: US$0.00/year
    • Pricing model: Free, Subscription
    • Free Trial: Available

    Helpshift's pricing model is based off of completed customer service interactions -- meaning you only pay for the issues that you resolve with Helpshift. Agents are completely free!

    Helpshift offers the following features:

    • @mentions
    • API
    • Activity dashboard
    • Application security
    • Artificial intelligence (AI)
    • Auto-responders
    • Business intelligence
    • CSAT
    • Campaign analysis
    • Campaign management
    • Case management
    • Chat
    • Chat bot
    • Client portal
    • Collaboration tools
    • Collaborative workspace
    • Customer accounts
    • Customer experience management
    • Customer history
    • Customer segmentation
    • Customer service analytics
    • Customer support tracking
    • Customizable branding
    • Customizable reporting
    • Data visualization
    • Email notifications
    • Employee management
    • Event triggered actions
    • Feedback collection
    • Full text search
    • Gamification
    • Groups
    • Help desk integration
    • Help desk management
    • Inbox management
    • Instant messaging
    • Knowledge base
    • Knowledge management
    • Mobile, native in-app chat
    • Mobile, native in-app messaging & push notifications
    • Multi-campaign
    • Multi-channel communication
    • Multi-channel management
    • Multi-language
    • Offline access
    • Performance reports
    • Prioritizing
    • Real time data
    • Reporting & statistics
    • Request routing
    • Rules based algorithms
    • Search functionality
    • Self service portal
    • Solicitations
    • Tagging
    • Third party integration
    • Ticket management
    • Trouble ticketing
    • Visual analytics
    • Workflow management

    Helpshift has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Mid Size Business

    Helpshift supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    We do not have any information about what devices Helpshift supports

    Helpshift integrates with the following applications:

    Agent.ai, AppFollow, Dropbox Business, Mailchimp, PlayVox, Salesforce Service Cloud, Stella Connect, Twitter, Zendesk, Zendesk

    Helpshift offers the following support options:

    FAQs, Knowledge Base, Online Support, Video Tutorials, Phone Support

    Related categories

    See all software categories found for Helpshift.