Helpshift

Digital customer service platform and ticketing system

3.9 /5 (26 reviews) Write a Review!

Helpshift Overview

What is 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.

Helpshift Overview

Pricing

Starting from
US$0.00/year

Pricing options

Free Trial
Free
Subscription
Value for money

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 Features

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

Media

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
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

Helpshift Reviews

Helpshift Reviews

Overall rating
3.9
/
5
Excellent
9

Very good
11

Average
3

Poor
1

Terrible
2

Value for Money
3.8
Features
3.7
Ease of Use
4.1
Customer Support
4
77% recommended this app
Fabiana H.

Effective Ticketing Software for Chats

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.


Richard K.

Customer facing first

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.


Marcio hoerlle L.

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

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.


Peeyush R.

Advanced Chat Portal to use

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


Marcel P.

Helpshift has improved our support significantly

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.


Fabiana H.
Industry: Outsourcing/Offshoring
Company size: 201-500 Employees

Effective Ticketing Software for Chats

Used Daily for 1+ year
Reviewed on 2020-02-20
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Richard K.
Industry: Computer Games
Company size: 201-500 Employees

Customer facing first

Used Daily for 2+ years
Reviewed on 2017-03-27
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Marcio hoerlle L.
Industry: Internet
Company size: 501-1,000 Employees

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

Used Daily for 2+ years
Reviewed on 2018-10-16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 6.0/10

Peeyush R.
Industry: Information Technology & Services
Company size: 51-200 Employees

Advanced Chat Portal to use

Used Daily for 2+ years
Reviewed on 2017-04-01
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Marcel P.
Industry: Entertainment
Company size: 51-200 Employees

Helpshift has improved our support significantly

Used Daily for 1+ year
Reviewed on 2017-03-27
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
7.6/10
Based on 26 user ratings
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Helpshift Pricing

Helpshift Pricing

Starting from
US$0.00/year
Free Trial
Free
Subscription
Value for money

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'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!

Value for Money
3.8/5
Based on 26 user ratings
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Helpshift Features

Helpshift Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
3.7/5
Based on 26 user ratings
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Categories

Additional information for Helpshift

Additional information for Helpshift

Key features of Helpshift

  • @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

Benefits

  • 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.

  • Helpshift FAQs

    Helpshift FAQs

    Below are some frequently asked questions for Helpshift.

    Q. What type of pricing plans does Helpshift offer?

    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!

    Q. What are the main features of Helpshift?

    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

    Q. Who are the typical users of Helpshift?

    Helpshift has the following typical customers:

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

    Q. What languages does Helpshift support?

    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

    Q. What type of pricing plans does Helpshift offer?

    Helpshift has the following pricing plans:

    Free, Subscription

    Q. Does Helpshift support mobile devices?

    We do not have any information about what devices Helpshift supports

    Q. What other apps does Helpshift integrate with?

    Helpshift integrates with the following applications:

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

    Q. What level of support does Helpshift offer?

    Helpshift offers the following support options:

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