--- title: Helpshift Reviews meta_title: 'Helpshift Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 384 reviews by the users' company size, role or industry to find out how Helpshift works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 384 scale: '5' date_modified: '2026-07-17' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Helpshift Reviews **Vendor:** Keywords Studios **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.3/5.0 **Total Reviews:** 384 ## About Helpshift Helpshift is an AI-Native Customer Support and Engagement Platform designed to maximize Customer Lifetime Value (LTV) by facilitating meaningful interactions between brands and their customers. This solution integrates three foundational pillars: advanced technology that enhances the customer experience, AI that scales engagement efforts, and expert human services that deliver strategic value. Together, these elements create a comprehensive customer engagement framework that is both efficient and empathetic, applicable to digital-first businesses operating across mobile, web, and in-app environments. Targeted at customer experience leaders, support operations teams, product managers, and community directors, Helpshift caters to organizations seeking to optimize customer interactions and drive measurable business outcomes. The platform is particularly beneficial for teams looking to streamline support processes, enhance customer engagement, reduce churn, and maintain brand safety across digital touchpoints. With Helpshift, brands can effectively manage customer conversations and turn them into actionable insights that contribute to retention and growth. The platform's versatility allows it to address a range of use cases, from automated customer service and proactive engagement to community management and trust and safety operations. Helpshift offers four essential solutions: Support, Engagement, Trust and Safety, and Community. The Support solution delivers efficient AI-powered customer service through Care AI for instant resolution, Language AI for native multilingual support across 75+ languages, and AI Copilot for agent productivity, augmented by elite human specialists with 24/7 global coverage. The Engagement solution enables brands to create proactive experiences with Engage AI, which predicts churn risk and identifies upsell opportunities, supported by dedicated VIP Account Managers who deliver concierge service. The Trust and Safety solution combines best-in-class partner technology for automated moderation, age verification, and toxicity-detection filters with Guard AI for monitoring and quality assurance of AI- and human-agent conversations, plus expert moderators and threat analysts for nuanced content review and complex escalations. The Community solution uses Community AI to analyze sentiment trends across social platforms and pairs that intelligence with expert community managers who shape culture and engage directly with audiences. The platform's key features include a native SDK that embeds directly into mobile, web, and PC applications for seamless customer interactions without disrupting the user experience. Unified Orchestration connects in-app, web, and social touchpoints with shared context, while Real-Time Intelligence surfaces behavior insights that drive decisions. Enterprise-Grade Security includes SOC2, GDPR, HIPAA, and COPPA, among other certifications. By bridging the gap between operational efficiency and empathetic engagement, Helpshift empowers organizations to reduce operational costs, increase customer satisfaction, protect brand reputation, and foster stronger community health. ## Helpshift Pros & Cons **What users like:** - Users value the **ease of use** of Helpshift, finding it user-friendly and efficient for managing customer support tasks. (3 reviews) - Users appreciate the **user-friendly ticket management system** and automation tools that enhance efficiency and customer experience. (3 reviews) - Users value the **efficient case management** system in Helpshift, enhancing organization and accelerating resolution times for customer issues. (2 reviews) - Users value the **efficient ticket management and automation** in Helpshift, enhancing resolution times and user experience. (2 reviews) - Users find Helpshift to provide **navigation ease** , making ticket tracking and customer interactions straightforward and efficient. (2 reviews) - Time-saving (2 reviews) - Automation (1 reviews) - Automation Features (1 reviews) - Chat Features (1 reviews) - Users benefit from the **seamless omnichannel support** of Helpshift, ensuring convenient and personalized customer service experiences. (1 reviews) **What users dislike:** - Users face **connection issues** and unresponsiveness, leading to frustrations with the product's reliability. (2 reviews) - Users frequently face **software unresponsiveness** , leading to connection issues and frustrating loading delays. (2 reviews) - Users find the product's **difficult navigation** challenging, especially due to the lack of a mobile app. (1 reviews) - Users often experience **downtime** with Helpshift, impacting their connection and responsiveness during critical moments. (1 reviews) - Users feel the **lack of detail** in reporting features hinders effective tracking of agent performance and customer satisfaction. (1 reviews) - Lack of Insight (1 reviews) - Lack of Integrations (1 reviews) - Missing Features (1 reviews) - Not Intuitive (1 reviews) - Poor Navigation (1 reviews) ## Helpshift Reviews ### 1. It has a lot of useful features, but I also see a lot of potential in it to expand current features. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Helpshift?** Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page. **What do you dislike about Helpshift?** It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc. **Recommendations to others considering Helpshift:** It is definitely worth it. Just try and you will find out on your own. :) **What problems is Helpshift solving and how is that benefiting you?** Mostly managing team's work by creating and managing automation and queues. We are also using bots which are helpful to decrease the number of tickets we receive. ### 2. Great product and helpful support **Rating:** 4.0/5.0 stars **Reviewed by:** Madison A. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2021 **What do you like best about Helpshift?** The interface is easy to use, there's a ton of features and the Helpshift team are more than happy to help out when any problems arise. It's constantly being improved and evolving, which is very much needed in the tech industry. **What do you dislike about Helpshift?** Some of the features could include samples on how they work. Not being able to block users who message outside of email. When using the search function, a lot of irrelevant matches can appear. This makes it hard to find secondary messages when searching for a name or key word. **What problems is Helpshift solving and how is that benefiting you?** We are able to direct all customer reported issues to the single system using embeds, links and in-app support. It handles spam automatically, freeing up time for our CS agents to just focus on the real messages. The in-game chat function is incredibly effective. It automatically gathers important information so we don't spend the first few messages requesting that data from the player. ### 3. EXCELLENT Support Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2017 **What do you like best about Helpshift?** Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff. **What do you dislike about Helpshift?** The interface. The review system also, it does not give detailed reviews from the clients, only a star rating. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us pick up patterns with in game bugs. ### 4. Lead the support team. Daily tasks include managing FAQs, handling tickets, etc. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** The new interface for public FAQ pages and the easy-to-use automation system. The Helpshift options allow you to easily switch agents on task without losing any information. **What do you dislike about Helpshift?** La falta de personalización y la desaparición del acceso al código HTML. **Recommendations to others considering Helpshift:** Try it! **What problems is Helpshift solving and how is that benefiting you?** Support for all our catalog and account systems. ### 5. Great experience and tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** Easy to use, training by the team to make sure you're using it to the full abilities **What do you dislike about Helpshift?** Nothing at this time - everything is good **Recommendations to others considering Helpshift:** Go for it **What problems is Helpshift solving and how is that benefiting you?** Support tickets for mobile game. Very easy to use, tag tickets for reminders, FAQ, shorthand answers to help team ### 6. Usability of Helpshift **Rating:** 3.5/5.0 stars **Reviewed by:** Julia R. | Assistente de CX, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Helpshift?** Helpshift is a very useful platform and is one of the most important for performing my work. **What do you dislike about Helpshift?** Taking into account its importance in my daily life, what bothers me the most are the frequent bugs that occur, which make it difficult to provide excellent service. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps me perform my role as CX within the company. It is the platform I use to ensure the well-being of the customers linked to the company I collaborate with. ### 7. Much better than Salesforce **Rating:** 4.5/5.0 stars **Reviewed by:** Marta O. | Customer support agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2018 **What do you like best about Helpshift?** The ticket claiming system and the different views. **What do you dislike about Helpshift?** The system makes it feel "inappropriate" to take a colleague's ticket, and some of them go a long time unanswered. **Recommendations to others considering Helpshift:** It's the most visually pleasing, efficient system I've tried. **What problems is Helpshift solving and how is that benefiting you?** Ticket answering and organization. It's a very efficient, visually pleasing system. ### 8. Great Customer Service and overall great application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2022 **What do you like best about Helpshift?** The ease with which you can work. The flow of information makes it easy to follow. **What do you dislike about Helpshift?** A few customizations are not available at this time with Helpshift, but after speaking to the team, they have been able to look into it. **Recommendations to others considering Helpshift:** NA **What problems is Helpshift solving and how is that benefiting you?** We are using the application for Customer Service and making sure people can contact us for immediate attention within their Mobile app for financial instructions. **Official Response from Exon Smith:** > Thank you for your partnership! We are so happy that you are enjoying Helpshift and reaping the benefits of the tool to offer great customer support to your clients! Glad you were able to further discuss the customizations with the team! ### 9. We are using HS for our all customer support processes. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2019 **What do you like best about Helpshift?** I can find everything pretty easily from the menus etc, CustomBost, etc developing is "easy". Auto answers are easy to set and manage. AI development is a great plus, though we don't at the moment have enough resources to utilize it properly, it's on the to-do list. Co-operation with success manager works swiftly and easily, Nicola always is available to answer tricky questions and gets back to us quickly! **What do you dislike about Helpshift?** Sometimes some occasional problems, but the HS support team has been a great help and these issues have been resolved VERY swiftly! Better mobile support, since I don't always have my laptop or PC nearby, so it would be great as a team lead to having a possibility to check tickets swiftly and easily from the mobile interface. The mobile interface could look better as well for the customer, but I hope the new Helpshift FAQ etc design comes soon for everyone! **Recommendations to others considering Helpshift:** Great platform for day-to-day Customer Support. The agent interface is easy and simple to use and it's easy to onboard new employees to use Helpshift **What problems is Helpshift solving and how is that benefiting you?** Fast customer support experience and easy implementation into the application (Unity SDK). As well, Helpshift helps us to provide players easy to use and quick support with automation and self-service tools such as FAQ and Chatbots. Pricing and business negation with Helpshift has been always understandable and there hasn't been any problems for us regarding pricing and such. ### 10. Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** Isaac R. | Customer Care, Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** The ease of access, design and how interactive it is. **What do you dislike about Helpshift?** Incorporating ticketing systems that fit our company needs **What problems is Helpshift solving and how is that benefiting you?** Customer cases, getting to cases faster then ever ### 11. Help a lot, but reply slowly sometimes **Rating:** 4.0/5.0 stars **Reviewed by:** Echo L. | COO assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** I can link with game players effeciently. **What do you dislike about Helpshift?** I sometimes ask customer service questions, but the reply is very slow. **What problems is Helpshift solving and how is that benefiting you?** Finally solved ### 12. Useful tool in customer experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Helpshift?** The interface is uncluttered and straightforward to use. Allows the metering of triggers, inclusion of tags and division by queues (related to each specific subject) **What do you dislike about Helpshift?** Drops or failures in the system directly impact the operation. The search engine is also imprecise at times, and there are difficulties in integration with the database **What problems is Helpshift solving and how is that benefiting you?** Helpshift facilitates the organization and division of customer requests. Allows the use of chatbots, which deflects part of the calls; as well as enables the forwarding of certain requests to specific queues ### 13. Helpshift an incredible support system. **Rating:** 4.5/5.0 stars **Reviewed by:** Crystal M. | Software System Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** January 26, 2021 **What do you like best about Helpshift?** 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. **What do you dislike about Helpshift?** 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. **Recommendations to others considering Helpshift:** If you are a company that wants to stand out and cares about the inclusion and participation of customers, this platform is for you since it benefits and promotes the union, improving productivity and allowing us to be proactive in making decisions when improving a required area resulting in a free customer traffic system. This system is incredible since it allows us to communicate with both the users and the work team, allowing us to improve and improve the company, the tools are simple and we are happy with what is offered, I recommend it. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 14. Seamless product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2022 **What do you like best about Helpshift?** Integrates well with our product and easy to use. **What do you dislike about Helpshift?** Opaque pricing structure. Removal of feature **What problems is Helpshift solving and how is that benefiting you?** Players reporting issues with their payment. The benefit is to talk to them and unblock them ### 15. Customizable framework tool that matches my expectations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2021 **What do you like best about Helpshift?** The most beneficial part of using Helpshift is custom bots that heps enhance experience **What do you dislike about Helpshift?** Supporting FAQ in a multilanguage environment is a struggle for tool **What problems is Helpshift solving and how is that benefiting you?** For us it is in-game application chat system which do not take user outside our product ### 16. The best text message software for Customer Experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2021 **What do you like best about Helpshift?** Organization within sections, speed and agility, productivity. **What do you dislike about Helpshift?** Some bugs: customers don't see the message sent, auto-assigning don't work sometimes. **What problems is Helpshift solving and how is that benefiting you?** Most of the interactions are about financial issues from the bank I work. It's a good platform that grants me anonymity. ### 17. Well organised smart working **Rating:** 5.0/5.0 stars **Reviewed by:** Serghej F. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2020 **What do you like best about Helpshift?** About Helpshift I like the fact that I can add as many tags as I want to the tickets I work with. This is a feature that I could not use in the previous tool, where I could assign only one tag per ticket. I also like that tickets can be divided in categories according to the importance of the customers I am dealing with, underling which needs to be prioritized. I also like the fact that I can see which device customers are using and the details about their profile. This extremely helps me with my everyday requests. **What do you dislike about Helpshift?** Sometimes it is difficult to understand how to get some features. The whole tool should be more intuitive. At the same time, I believe that every user should be able to add any options in order to better organize their own work. In my case, indeed, I need to ask someone else for the permission to add some tools and wait for their approval. **Recommendations to others considering Helpshift:** I can suggest contacting the link person between the company and Helpshift in case of doubts. Indeed, this person can be a great bridge to resolve issues and grant the best user experience. **What problems is Helpshift solving and how is that benefiting you?** With Helpshift, I answer the complaints coming from our customers. They might differ and not only be negative. Indeed, we reply also to our players' feedbacks and suggestions. Thanks to Helpshift we can verify the information provided pretty fast through the Metadata option. ### 18. Helpshift **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Helpshift?** We can talk to our customers, send images and emojis. **What do you dislike about Helpshift?** Too many bugs and instability, specially in the last month. **What problems is Helpshift solving and how is that benefiting you?** Talk in real-time with customers. ### 19. Helpshift is a great tool for direct contact with customers **Rating:** 4.0/5.0 stars **Reviewed by:** Rhuan D. | Atendimento ao cliente, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about Helpshift?** Handy interface and great shortcuts to improve worklow. **What do you dislike about Helpshift?** Some shortcuts are set in a non-conventional way; it would be great to customize them. **What problems is Helpshift solving and how is that benefiting you?** Live customer experience via smartphone application. ### 20. Great Self Service Tool for Mobile Apps and Web **Rating:** 4.5/5.0 stars **Reviewed by:** Raúl Javier M. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2021 **What do you like best about Helpshift?** Simplicity and portability of the platform and continuous innovation. **What do you dislike about Helpshift?** Not able to support multiple languages as part of the backoffice **What problems is Helpshift solving and how is that benefiting you?** Customer Self Service and FAQs ### 21. Powerful automation system and different from many systems (experience). **Rating:** 4.5/5.0 stars **Reviewed by:** Aby H. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2020 **What do you like best about Helpshift?** 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. **What do you dislike about Helpshift?** 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. **Recommendations to others considering Helpshift:** It is a software that has really good chat tools compared to other similar ones on the market, it has macros and shortcuts that are very proactive to improve the productivity of an agent. Likewise, the creation of several fresh and different views, without delays generated by waiting to be served, things that users are accustomed to, improves the reputation of the company and the interest of customers for our products. For its part, it allows the management of emails with instant messaging or prolonged attention, sending messages to emails that can be answered when they want to. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 22. Helpshift makes the work easier **Rating:** 4.5/5.0 stars **Reviewed by:** Agata K. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Helpshift?** 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. **What do you dislike about Helpshift?** 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. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 23. Helpshift allows you to improve support activity. **Rating:** 4.0/5.0 stars **Reviewed by:** Lucia K. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2020 **What do you like best about Helpshift?** The system for us can be somewhat complicated to understand the operation of artificial intelligence and although it is very advanced we can intuit that it lacks much more, however Helpshift showed me that this system is incredible to serve as technical support providing solutions to both our clients for sale, creates follow-up with each sale allowing you to offer support and provide solutions to customers, it is beautiful. **What do you dislike about Helpshift?** You definitely have such a different point in our company that I cannot compare it with the functionality it offers for me, it works in an incredible way and I have had favorable results, I would not have a negative point which I think I should improve. **Recommendations to others considering Helpshift:** I definitely recommend because the solutions are very attractive, the technical support has improved a lot because it saves time and at the same time frees the traffic of clients and users who need help from agents, however it has freed the support saturation, I recommend it. **What problems is Helpshift solving and how is that benefiting you?** For us it has been a very complete and effective software, providing solutions such as customer support, preferably sales, some type of service or contract, we can configure the system with total freedom, I love that it allows us to communicate with customers in different ways, it is nice That clients think that they speak to an agent when it is Helpshift that performs the service, is pleasant and for me this system is comprehensive. ### 24. Help shift is okay **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2021 **What do you like best about Helpshift?** Their customer service is the best and the easy use of application. I have used it only as an user mostly. The pricing is also good as I have heard it from my colleagues though I'm not very sure how much is it. Overall the chatbot is great **What do you dislike about Helpshift?** The app needs more updates and the ui also. thing. Because sometimes the app crashes down in the middle of some important conversation **What problems is Helpshift solving and how is that benefiting you?** It's easy to get help without leaving our app which is a great thing. Because sometimes the app crashes down in the middle of some important conversation ### 25. helpshift Optimal tools. **Rating:** 4.0/5.0 stars **Reviewed by:** Anna K. | Information Technology Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2020 **What do you like best about Helpshift?** This software provides easy-to-use tools that allow you to establish a personalized service with clients through functions such as automation, artificial intelligence and messaging. It is easy to execute, it helps to reduce costs using mobile channels, social networks, telephone and the web, this also provides a greater reach of potential customers. It has a great interface, fully organized. The team performs tasks such as interaction monitoring, multichannel communication, network monitoring, reports and analysis, and more organized and clean ticket management. **What do you dislike about Helpshift?** We have no complaints about negative experiences or problems obtained with the operation of the platform, however we must mention that they should improve mobile support, since it is difficult to make tickets in a fluid way without decreasing performance. **Recommendations to others considering Helpshift:** although it has a basic support compared to other platforms, it gives you better results, it's great. It has multiple tools and functions that allow you to improve the customer experience, establish solid communication, improve the reach of potential customers, save time for the entire work team, you can perform reports and analysis in addition to creating an online chat conversation to involve customer service representative as well as customer. Fully recommended for your company to obtain exponential growth. **What problems is Helpshift solving and how is that benefiting you?** Our company uses this platform as it provides the entire work team with high performance and productivity to guarantee a personalized service and a better experience for our potential clients. In addition, the tools and functions provide to establish a work flow since we can do it in a simple way. Interaction monitoring, real-time chat, automated routing, even through the mobile we can remotely access the platform. The messaging in the application is very good. Previously we used other platforms but the results were unfavorable, on the contrary of helpshift, it increases our reach, we save time, we increase productivity and our company has an exponential growth. ### 26. The best tool **Rating:** 5.0/5.0 stars **Reviewed by:** Thiago S. | Supervisor of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2020 **What do you like best about Helpshift?** I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there are no limits to how far the tool will take you. **What do you dislike about Helpshift?** Many times the tool had errors and it made me a little nervous. But the support of my company soon got in touch with the support of the tool and they helped instantly. It was extremely gratifying to know that because the tool was what commanded the operation of my company and without it, we would be left without action. **Recommendations to others considering Helpshift:** If you are looking for a complete tool that will leverage your business, I recommend using helpshift. The experience is unique and your productivity will grow in a way that is even difficult to manage. Whenever you think of a tool for customer service, take HS into account. I do not regret using it. **What problems is Helpshift solving and how is that benefiting you?** The tool was what commanded the operation of my company and without it, we would be left without action. When you really learn to use all the resources, there are no limits to how far the tool will take you. I said that above and I repeat. The productivity of the operation, when compared with the previous tool, is exponentially higher. ### 27. Helpshift Optimal assistance. **Rating:** 4.0/5.0 stars **Reviewed by:** Steve J. | Technical Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 07, 2020 **What do you like best about Helpshift?** This is a platform that provides customer support in an instant, personalized in the application and proactive way. In addition, this allows to solve the problem in an effective way and thus increase the satisfaction and experience of the client in process. It has tools that provide work flow and save valuable time for the company, as well as that allows you to provide assistance to priority customers by courier. It has a good user-friendly interface and the platform is easy to configure. **What do you dislike about Helpshift?** Some inconveniences presented by the platform could be with the panel of the website that is used to respond, some clients have notified us that they have presented problems, they must improve this in order to provide a quality service to all our clients. **Recommendations to others considering Helpshift:** Helpshift is a great option to evaluate to improve the support of your company and offer a better customer service person to person, through the tools you can communicate with them with SMS, Apple Bussines, live chats, web forms among others . You can get tickets and respond, divide them and classify them with labels, it has been a great choice for us, I hope it is also for you. Fully recommended. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift to improve our customers' experience in addition to providing better customer service. We have solved a wide variety of issues and problems faster and more efficiently. It has been easy to use, their support is quite easy to contact. It is very useful we can also offer customer service through live chats in the en, emails and web forms. This platform also provides us with a complete and detailed analysis that works for us to carry out our work more fluently and saving a lot of valuable time that we then focus on the tasks that need it most and thus significantly increase our production. In general terms it has worked to improve our support, it is easy to use and very versatile, it has a good interface, fully organized, a simple configuration and it is affordable compared to other platforms. ### 28. A great platform for managing digital customer service experience **Rating:** 4.5/5.0 stars **Reviewed by:** Raul M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 02, 2020 **What do you like best about Helpshift?** 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 **What do you dislike about Helpshift?** 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. **What problems is Helpshift solving and how is that benefiting you?** 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) ### 29. Helpshif for customer experience in a fintech company. **Rating:** 3.5/5.0 stars **Reviewed by:** Filipe D. | Assistente de Customer Experience lll, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Helpshift?** Visual simplicity when defining a customer journey, from the moment a ticket is opened: management of automations, views, bots. As a platform administrator within pag !, I really like the convenience of switching group agents and the ease of changing targeting flows in automations, for example. In case I need to modify the structure of a bot, it is practical to change the 'THEN' step for the new built bot. **What do you dislike about Helpshift?** Dependence on agents to improve the IA model (predict label). This is because, unfortunately, we have difficulty in achieving an assertive calibration of the accuracy of the prediction of labels, as many agents do not perform the 'correction'. Also, I miss something like the suggestion of analytical insights - for example, suggest FAQ's that are not very assertive and effective, based on the client's views, likes or dislikes. In the last few months, since the beginning of the quarantine period, many agents have reported some instabilities, such as slowness, website crashes and problems in sending messages (some duplicated) and, as they often end up not showing these problems in screenshots or videos, we have difficulty in reporting them. **Recommendations to others considering Helpshift:** For organizations that expect a high volume of assistance, helpshift works very well in a scalable way, since adaptation to base growth (and contact rate) happens in a very fluid way. **What problems is Helpshift solving and how is that benefiting you?** Helpshift allows us to manage a high volume of tickets, segregating them so that the responsible teams attack specific brand products. We use a lot (in practically all tickets) an interaction with chatbot, which in addition to deflecting part of the contacts, manages to "filter" the customer's problem before being directed to an agent. The tags allow us to be able to see the gaps in the operation, which is very useful when thinking about improvements in both the product and the chat service flow. ### 30. Good helpdesk for mobile apps **Rating:** 4.0/5.0 stars **Reviewed by:** Коржевский . | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2020 **What do you like best about Helpshift?** 1. Good SDK integration with mobile apps. 2. Smart Queues 3. Very useful User ID Link feature 4. Ability to attach game logs to every issue. **What do you dislike about Helpshift?** 1. Complex price model 2. Status system. I cannot change the status unless a user updates a ticket. 3. Quick replies feature. I need possibility to create a different workspace for each agent. **Recommendations to others considering Helpshift:** Helpshift is good if you have a mobile app. It can be used as one stop solution for help desk. There is an option to localize your FAQ in many languages and set visibility of articles based on user platform. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift to reply to all customer issues across all games and platforms. It's very convenient to have one helpdesk. Also, we use FAQ to deflect tickets. A user first reads FAQ article and only then submits a ticket. In such fashion we deflect more than 90% of tickets. Helpshift allows to make a very quick integration with our internal CRM system to get user info. Besides, we use automations a lot. We have set more than 100 new issue and time based automations. It helps us to tag tickets, assign to the correct agent and even to automatically reply to a user if we have a known issue. We did an integration with App and Google Play stores so that all reviews are coming to Helpshift. Thus, we reply to all reviews directly through Helpshift. ### 31. Top service tool **Rating:** 5.0/5.0 stars **Reviewed by:** Dominika K. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2020 **What do you like best about Helpshift?** - Queues - Views - Easy settings - Contact with Nikola - Bots **What do you dislike about Helpshift?** It is difficult to answer this question. Maybe choose other options for customer satisfaction survey? **What problems is Helpshift solving and how is that benefiting you?** - Game player tickets. The benefit is the tool itself. Definitely better than Zendesk. ### 32. Helpshift Recommendation **Rating:** 4.0/5.0 stars **Reviewed by:** Maksymilian W. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Helpshift?** the multi functionality of it and it's customizability **What do you dislike about Helpshift?** The queueing can be a bit flimsy and counterintuitive. Notification sounds are incredibly crude and annoying. **What problems is Helpshift solving and how is that benefiting you?** Customer concerns and issues. It's quick to toggle between views making it a fairly user friendly experience. ### 33. Very good customer service, unimpressive composition interface for creating FAQs **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2020 **What do you like best about Helpshift?** These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard. **What do you dislike about Helpshift?** First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI"). The Edit UI is feature-poor. Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced. That being said, the product DOES work well and above all is RELIABLE. **What problems is Helpshift solving and how is that benefiting you?** Helpshift provides virtually instant update of new or revised content. The advantages over distributing hard-copy information are incalculable. ### 34. All your support cases in one place **Rating:** 3.5/5.0 stars **Reviewed by:** Axel H. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2020 **What do you like best about Helpshift?** It is easy to manage a multitude of cases using templates from your company's FAQ page. You can also assign cases to your colleagues depending on who's best trained to solve the issue. **What do you dislike about Helpshift?** Transparency of who is working on what case is lacking, resulting in two CS agents answering the same inquiry at once **What problems is Helpshift solving and how is that benefiting you?** We are helping customers find solutions to their issues in a more efficient way. ### 35. Helpshift for improved KPIs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Helpshift?** Easy access for customer Improved communication KPI Tracking Stats **What do you dislike about Helpshift?** Tickets from the App and Web should be possible to merge under one account. **What problems is Helpshift solving and how is that benefiting you?** Customer queries , quick answers , better ticket management ### 36. Good SDK for mobile app/games to connect with your users **Rating:** 4.5/5.0 stars **Reviewed by:** Ayush A. | Sr. QA Tester, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2019 **What do you like best about Helpshift?** Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience. **What do you dislike about Helpshift?** 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. **Recommendations to others considering Helpshift:** It's a good software to connect and listen to your customer's queries. I recommend all to use this software in their app/games to connect with your users. In our company, we are using this for more than 4-5 years and it's a great experience. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 37. Helpful Helpshift **Rating:** 5.0/5.0 stars **Reviewed by:** Tiffany J. | Sr. Hours of Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** I like that I am able to communicate with clients and If I need to review past conversations I have access to them. **What do you dislike about Helpshift?** I don't like when you close a chat with a client, they can come back with another question but there is no notification that the client came back to the chat. **What problems is Helpshift solving and how is that benefiting you?** I haven't experienced any problems. As far as benefits go, i see that it is a lot easier to help clients. If they start a chat about one issue and have another question about a different topic I can easily have another team member jump into the chat to help the client. It helps cut down on wait time and allows clients to get the help they need a lot faster. ### 38. Helpshift is overall pretty helpful, but still lacks some features that I would like. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Helpshift?** It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options. **What do you dislike about Helpshift?** I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue. For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is integrated right into our game, so users can access it without leaving the app. ### 39. Helpshift - User friendly and flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Allen D. | Junior Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Helpshift?** 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. **What do you dislike about Helpshift?** I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue. **Recommendations to others considering Helpshift:** Just try it and you will see that reporting, data gathering, ticketing and all other services they offer are really easy to use. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 40. Amazing CRM **Rating:** 3.0/5.0 stars **Reviewed by:** Fuji S. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Helpshift?** helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level. As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels. I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb PowerBI is fast and accurate and overall I would recommend Helpshift to anyone. **What do you dislike about Helpshift?** The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes. **Recommendations to others considering Helpshift:** The tool is great for anyone looking for a mobile app CRM. **What problems is Helpshift solving and how is that benefiting you?** We mainly work with Customer support for games so problems and issues vary a lot. This can range from feedback to account specific requests. I like how well helpshift integrates our in-app/ingame ticketing system to capture customer relative data. Helpshift is an amazing tool especially for mobile apps/games. It's fast. Simple and has been very easy to use. ### 41. Most Convenient Support Site Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Arvin C. | Junior Lead, Computer Games, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** Helpshift is very helpful and easy to access, with analytics as well to review incoming tickets and other information. Catering players also comes easy with ready-to-send FAQs and easy-to-use response fields. Setting up new members also come easy with just their email addresses. Viewing tickets also comes at ease with the contents of a support ticket all in one place. **What do you dislike about Helpshift?** There's actually nothing to dislike about Helpshift. Everything is prepared. What I probably wish to see in Helpshift is easy exporting of data, particularly ticket data, for external review. **Recommendations to others considering Helpshift:** Helpshift is considered as one of the top support sites, already handling several applications and games. If you are in the customer service industry, this is the best support site there is. I highly recommend Helpshift for your applications. **What problems is Helpshift solving and how is that benefiting you?** Helpshift has been very helpful for us in catering players from several mobile games. Its ease of access helps us provide assistance on a much faster rate. Any issues that need critical attention are getting acknowledged quicker than any other support sites. Arising issues are getting noticed as well with all support tickets coming in on one place. ### 42. Helpshift is a fast and efficient way of handling tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Quentin C. | Customer Support Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** 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. **What do you dislike about Helpshift?** 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. **Recommendations to others considering Helpshift:** To get the most out of Helpshift, you need skilled administrators to configure it properly. As with any professional tools, some can make the most of it, while some other don't know how to use it. Our backend team is working to integrate with more aspects of our company and we can see improvements month by month. **What problems is Helpshift solving and how is that benefiting you?** 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. ### 43. Adequate support portal for mobile gaming **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Helpshift?** The organizational process is relatively easy once you learn the work flow. Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support. The Analytics section covers all the baseline info I like to see and more. **What do you dislike about Helpshift?** Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs. FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer. **Recommendations to others considering Helpshift:** Fast and easy to use interface for immediate support agents to answer inquiries. Agents will need to get engineering support when creating tags and hs-tags for auto-sorting. They will also need to "think like an engineer" when creating views or searching messages, but the learning curve isn't too steep. **What problems is Helpshift solving and how is that benefiting you?** Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ. ### 44. Industry standard in customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2020 **What do you like best about Helpshift?** Clarity of the interface is my favorite part **What do you dislike about Helpshift?** Focus is shifting away from customer support **Recommendations to others considering Helpshift:** Consider if the analytics and BI are what you want, since that seems to be the focus of future developments **What problems is Helpshift solving and how is that benefiting you?** Single point of contact for customer inquiries ### 45. Overall, A Great Customer Service Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords. **What do you dislike about Helpshift?** I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response. **What problems is Helpshift solving and how is that benefiting you?** Helpshift allows us to be in contact with our clients. The benefit of Helpshift is being able to see the metadata of the device a customer is using because it helps with diagnosing an technical issues. A lot of or clients have issues with remembering their information to log into their account. So the option for them to do a live chat with one of our agents is essential in providing a quick response/solution to their problem. ### 46. Helpshift works! **Rating:** 4.5/5.0 stars **Reviewed by:** John M. | Marketing Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2020 **What do you like best about Helpshift?** I like that you can segment your users, provide precreated response and being able to link to your FAQs **What do you dislike about Helpshift?** I have no complaints, the program does everything we need it to do. **What problems is Helpshift solving and how is that benefiting you?** purchase issues, connection issues and general customer questions ### 47. It gets the job done, but does lack a bit for fully developed solutions **Rating:** 3.5/5.0 stars **Reviewed by:** Amellia G. | Internal Auditor, Small-Business (50 or fewer emp.) **Reviewed Date:** November 11, 2019 **What do you like best about Helpshift?** I love the basics for Helpshift, it offers more of a basic and simple solutions when in regards to tickets, the way we can classify the problems/ tickets with certain tags is very helpful **What do you dislike about Helpshift?** Comparing Helpshift to other programs you can easily tell where it falls a bit short. Less in-depth solutions and the management portions of the programme do not offer clean and organized roles. **Recommendations to others considering Helpshift:** There are easy and very updatable FAQs have been a major help and 'almost' have won me over other competing products. However the admin and mangers program options aren't top tier standard for me just yet **What problems is Helpshift solving and how is that benefiting you?** I do like the the easy ways that Helpshift blends with other programs and systems, it does not uproot the daily flow of work and it does offer many ticket fixes that has become very essential! ### 48. Great for staying connected! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** Helpshift has greatly improved our team's ability to stay connects to our users and provide them with answers and assistance quickly. The analytics are also extremely helpful for a team like ours who want to stay up to date with the amount of users asking for help. **What do you dislike about Helpshift?** I dislike nothing about Helpshift. It has made my job as a support technician much easer. The ability to organize everything is also very helpful. **Recommendations to others considering Helpshift:** Helpshift is a wonderful tool to stay connected with others. **What problems is Helpshift solving and how is that benefiting you?** With Helpshift, we are able to communicate to users of our application that may be facing difficulties understanding how to use it. The FAQ feature allows us to respond even faster, saving our staff time and our customer's time as well. Using analytics helps our company from a financial standpoint as well. ### 49. Helpshift Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** The quick and dynamic way we have to interact with our users allows us to provide real-time solutions, offering a better customer experience with our frontline service. We have discovered that with this support platform, we optimize our productivity indicators and manage to control the overflow of unattended requests from large numbers of clients. Another aspect that is a plus in our services is the ease of being able to send documents and also receive attachments, which helps us determine what problems or inquiries the client is making. Its ease of use has saved us significant resources like time, allowing us to train new employees on how to use Helpshift easily in a matter of hours compared to days or weeks, which is the case with most of the other programs we use. Very importantly, I love the quality of the assistance offered to my team by Helpshift's customer service. **What do you dislike about Helpshift?** We have been able to experience that when making a schedule change for our customer service users, the chat service cycle is not completed, which has led us to create different schedules for each user. Not very good on mobile platforms, its user interface and part of the user experience design may have some, for example, some interesting glitches. However, none of these issues affect security. **Recommendations to others considering Helpshift:** Take advantage of the great benefits that this tool has **What problems is Helpshift solving and how is that benefiting you?** Simplify the time of our attentions towards our users, quick responses and solutions. ### 50. just Awesome , simple and elegant **Rating:** 4.0/5.0 stars **Reviewed by:** isha s. | System Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2019 **What do you like best about Helpshift?** i like Most the automation feature which helps us to gauge that the customer is idle or has not replied within a time bound manner. Also, time stamp of chats is also available so that whenever new customer kicks in , assignment of new chats is done. The interface is also so perfectly designed which caters to the required information appropiately **What do you dislike about Helpshift?** the collection of chats tend to get messy as they get to be older by time. there's so much confusion while accessing older resolved issues. so, work needs to be done here. **Recommendations to others considering Helpshift:** working at its full potential, it can make a drastic impact on your performance as far as customer handling is concerned **What problems is Helpshift solving and how is that benefiting you?** to cater to our customers in a time bound manner is our utmost priority and so, Helpshift provides us with that. its a more faster , quicker way to deal with our customer's queries, responses, etc. ## Helpshift Discussions - [What's the best way to correctly set up Helpshift Analytics?](https://www.g2.com/discussions/what-s-the-best-way-to-correctly-set-up-helpshift-analytics) - 1 comment, 1 upvote - [What would be the best way to receive notifications of chats waiting to be answered.](https://www.g2.com/discussions/what-would-be-the-best-way-to-receive-notifications-of-chats-waiting-to-be-answered) - 1 comment, 1 upvote - [How can I improve my customer satisfaction if I have few staff handling Helpshift?](https://www.g2.com/discussions/como-puedo-mejorar-la-satisfaccion-de-mis-clientes-si-tengo-poco-personal-que-maneje-helpshift) - 2 comments, 1 upvote - [View Helpshift pricing details and edition comparison](https://www.g2.com/products/helpshift/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+18%3A06%3A59+-0500&secure%5Bsession_id%5D=7d7a492f-4099-4a33-a3c7-5f9a5974fbcc&secure%5Btoken%5D=c50d2c03b62caac582825a2561a37d79beef06d350b97f5d13317bb3a1725dc9&format=llm_user) ## Helpshift Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Responses** - Customization - Control - Route To Human - Menu bars **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Multilingualism - Quality - Real-Time - Artificial Intelligence - Self-Improving - Volume **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Channel** - Security - Omnichannel - Privacy - Anonymity **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Helpshift Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,722 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)