--- 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: '2026-07-24' 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. The best support tool for mobile games **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** Conversations, bots, faq and campaigns in one dashboard. Everything in one place without the need for additional integration between these systems. **What do you dislike about Helpshift?** Different criteria and filters in campaigns, automations etc. Limitations in API. **What problems is Helpshift solving and how is that benefiting you?** We are using HelpShift to support our players on mobile games. ### 2. Great tool to understand player issues and get all the player device information **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** Great tool used by our agents to respond to player issues. Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured. Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game. Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received. **What do you dislike about Helpshift?** Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets. **Recommendations to others considering Helpshift:** make tagging more easier. based on keywords in the ticket helpshift should auto tag tickets which will help get meaningful data. **What problems is Helpshift solving and how is that benefiting you?** Great ticketing management system. Great survey system in the tool. Useful and easy for players to rate the quality of support received. Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume. FAQs and game content can be created from inside the tool which is very useful in game for the players. ### 3. Easy to navigate, easy to manage **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Helpshift?** The most helpful thing is that when a customer replies to a case, the agent that worked the case gets it opened right back to them. You don't have to sift through tons of back/forth between the customer and other agents to determine what has been done, what the problem is, and what is still left to do. Smart views are brilliant too. **What do you dislike about Helpshift?** My only dislike is that there isn't an agent accessible reporting option. Administrative reporting is fine, but I would love some limited reporting options for each agent to access for their own case load. Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking. There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand. **What problems is Helpshift solving and how is that benefiting you?** Communication with customers of course. Helpshift lets us offer several ways for our customers to contact us. ### 4. Helpshift is Cool! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** Helpshift is great when it comes to operating with various products (apps). The email merging feature is great, it really helped with tidying up the queues. Arranging tickets by tags is very easy and simple, therefore it really helps when we are investigating a sudden game glitch or bug. **What do you dislike about Helpshift?** Filtering feature could be a bit more 'clear' in operating. Also, the analytics are not so accrued, alway need to help with PowerBi. Formating the FAQs is sometimes an issue, for example, sometimes it will not let you to copy-paste text from Google Docs. Quick Replies (canned responses) are all in one place, sure you can arrange them in their own folders but you cannot attach them to one particular app, so in conclusion, Agents need to be careful while using this feature. **Recommendations to others considering Helpshift:** If you have various apps to work on, Helpshift is the best tool for you to maneuver between products and it helps you do it the most efficient way. **What problems is Helpshift solving and how is that benefiting you?** In general, we do player services. so mostly it is a day-to-day contact with the players. Benefits? The live chat is pretty useful in resolving issues really quick. Also, the campaign feature is something which we benefit a lot of, we are always in touch with our top players and with the whole community (depending on the app). ### 5. Very Useful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto Jesus R. | Oficial de Soporte Aplicaciones, Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I like the way it complements other applications, for development environments, they have a very simple way to link with different web and mobile platforms. **What do you dislike about Helpshift?** at the moment I don't dislike anything, it is a very useful tool **Recommendations to others considering Helpshift:** I recommend Helpshift because it is a very useful tool for staying in closer contact with customers and providing a prompt response. **What problems is Helpshift solving and how is that benefiting you?** the problems that are solved daily are login issues with the service offered by the company I work for, the benefits are unique because there is a prompt response to the customer since it is integrated into the application so that customers can write to us from there ### 6. A great customer service platform **Rating:** 5.0/5.0 stars **Reviewed by:** Tribble A. | Content Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I like that Helpshift allows you to easily respond to customers straight from the platform while being able to categorize messages to create easy access for other team members. The app also allows you to leave notes so that throughout communication, you can have pertinent information on hand to reference without having to go through the whole discovery process every time a customer writes in. I also like that you are able to send issues to other team members internally. **What do you dislike about Helpshift?** I love the app all together. I wish there were more ways to categorize and I definitely wish there was a spam filter available. **Recommendations to others considering Helpshift:** Definitely would recommend using Helpshift to streamline customer service practices at any organization. **What problems is Helpshift solving and how is that benefiting you?** I am solving customer service issues that need to be communicated to a mass amount of users. I am able to send mass emails to customers with easy, allowing individuals to respond if they need more help. ### 7. Good Help Desk tool, but could be better **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** Custom Bots are by far the best product from Helpshift. They allow us to automate the majority of the support workflow and gathers essential details from our customers so our agents can immediately help them on the first touch. **What do you dislike about Helpshift?** While Helpshift offers a variety of tools to improve your workflow (shared views, automations, custom bots, FAQs, quick replies, etc.), none of them are perfect. Each tool is missing essential quality of life improvements that other competitors have. **Recommendations to others considering Helpshift:** Helpshift does not offer the same level of admin flexibility as Zendesk, but its in-app customer service is currently better. **What problems is Helpshift solving and how is that benefiting you?** The majority of the problems we solve with Helpshift are questions or technical issues our customers encounter. The FAQs do a decent job of deflecting requests, but that requires effort from the customer to search for it. The Custom Bots allow us to automate the workflow, but it would be nice if the bots included a step to send the customer to an existing FAQ. ### 8. Efficient funnel for excellent customer service **Rating:** 3.5/5.0 stars **Reviewed by:** Willa W. | Marketing Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** My go to tool in Helpshift is the quick reply function. Many players respond with very similar feedback so a generic thank you message is crucial in sifting through all of the issues. **What do you dislike about Helpshift?** Visual direction is very important when trying to help a player. I find it odd that the players can send us images but we cannot send them images? I'd like to see an attachment option for the support team. **What problems is Helpshift solving and how is that benefiting you?** Most problems are ones that could have been redirected to the FAQ's. I think it would be helpful if the layout was more clear for players to choose their issue before reaching out with a real issue. ### 9. A solid customer care integration tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** Helpshift is easy to use and automation plus queues allows for an easy flow and segmentation of our customers. The analytics through PowerBI are excellent and allow for a good breadth of information regarding the health of our Customer Care group agents and processes. **What do you dislike about Helpshift?** The current focus on bots has taken away some of the focus on amenities that could assist live agents in an impactful way. I would prefer a better interface for the live chat option. **Recommendations to others considering Helpshift:** There are a variety of features and options, be sure to try them out to decide if they are right for your situation. **What problems is Helpshift solving and how is that benefiting you?** An integrated SDK was key to keeping customers in our app. Tickets directly from the apps allow us to attach a great deal of important information along with the ticket so the agents do not need to take an extra outbound contact in asking for it. ### 10. A beneficial business tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew R. | Asset Compliance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Helpshift?** The aspect I enjoy the most about Helpshift is its convenience to use. Notifications are clear and concise, and the notes fields are helpful to keep track of past issues. **What do you dislike about Helpshift?** It would be nice if we did not have to use an external program to receive desktop notifications. **What problems is Helpshift solving and how is that benefiting you?** The problems addressed are mainly for website issues and duplicate entries within our database. It's kept an easier line of communication with the clients rather than writing out an email. ### 11. Great CS platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2019 **What do you like best about Helpshift?** Helpshift is a very good tool for customer service requests for mobile apps. It is very easy to offer a fast customer support. Automations, FAQs and templates help you to deal with a lot of requests in your day-to-day business. Data and analytics in PowerBI are great too. **What do you dislike about Helpshift?** The handling of requests that come directly via web form or e-mail could be a bit better, mobile is clearly the focus here, but in general they continuously improve their product. We have been using Helpshift for a number of years and improvements have been introduced all the time. **What problems is Helpshift solving and how is that benefiting you?** It's the best way to provide customer service to mobile app users. ### 12. Helpshift Works Great **Rating:** 5.0/5.0 stars **Reviewed by:** Alec B. | Driver Qualification Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Helpshift?** It has different categories that makes it easy to keep track of different chats when you are on multiple. **What do you dislike about Helpshift?** It would be nice if there was some notification that could be sent when someone returns to the chat after being inactive for around 10 minutes. **What problems is Helpshift solving and how is that benefiting you?** It has helped me solve issues that are clients are having with our website, or any questions that they have about any paperwork. ### 13. Effective and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** We can help out customers quickly via helpshift and address their concerns accurately. **What do you dislike about Helpshift?** I dislike that our clients often choose the wrong department to speak with, it would help if we can add suggestions per department so that chats are not filtered to the wrong department. The automated greetings are also a tad annoying, as we have heard from clients. **Recommendations to others considering Helpshift:** N/A **What problems is Helpshift solving and how is that benefiting you?** A lot of problems, whether it be system related, internal issues, or just basic questions on how to use our system. Using helpshift has helped MPCS to effectively help our clients in an accurate and timely manner as opposed to phone calls or emails. ### 14. Average but gets the job done **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Helpshift?** Good use of tags, queues and automated bots. The bots are super handy for filtering into specific queues. Good meta data on users devices as long as the ticket is new and not reopened. **What do you dislike about Helpshift?** Can sometimes hold on to tickets far too long before putting them back in the queue, its necessary too frequently to manually move them to ensure they get answered. Being able to reopen the same ticket for years on end is a nightmare for collecting data. **Recommendations to others considering Helpshift:** Make sure to make use of the tags and queue systems **What problems is Helpshift solving and how is that benefiting you?** Good for tech support with the meta data provided on the users devices. ### 15. What do I think about HS **Rating:** 4.0/5.0 stars **Reviewed by:** Daniela H. | Player Support, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2019 **What do you like best about Helpshift?** I like how queues can be easily managed by priorities. It helps us a lot to identify which categories of customers should be answered first. I also like how easily we can edit and unpublish FAQ articles. **What do you dislike about Helpshift?** When we make large bots the flows starts to get confusing. I believe that it would be much better if we were able to "blur" the flows that we are not working on so we can focus and don't mix them up. I also think that would be better if we could add images to quick replies and edit formatting. I think that the text formatting on FAQs is not good. **What problems is Helpshift solving and how is that benefiting you?** Now we are able to answer customers much promptly. TFG (Top Free Games) is now Wildlife Studios. ### 16. Easy to use and customisable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2019 **What do you like best about Helpshift?** It's very easy to use and quite intuitive. There are many customisation options that have helped me become more efficient. Bulk actions and the ability to setup search shortcuts have made my life so much easier! **What do you dislike about Helpshift?** Sometimes I wish there was a mobile app or for the platform to be mobile friendly, but that can also be a good thing. My company likes that we don't have a mobile app because it mens there's less chance that we'll work too much. Yes, I work for a brilliant company! **What problems is Helpshift solving and how is that benefiting you?** I solve tech issues with our games. It's so easy to use and so customisable that it has allowed me to streamline my work and be more efficient ### 17. An amazing tool for mobile support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** I like the ease of filtering cases, the searches are extremely fast and easy to understand. Besides, the possibilities in bots are something that pleases me a lot. The recent update for real-time bot changes has greatly increased work efficiency. **What do you dislike about Helpshift?** Not being in real time the information that another agent is on the same ticket, ends up harming. There have been cases where the same answer was given twice by two different agents. **Recommendations to others considering Helpshift:** It's a great tool, with great features that increase productivity, teamwork, and great results. The integration with PowerBI is excellent, very well done. **What problems is Helpshift solving and how is that benefiting you?** Problems related to games mobiles of all kinds, shopping, bugs, performance etc. The number of tickets solved was much higher compared to the previous tool, agility is great. ### 18. Sometimes it's out of the box **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2019 **What do you like best about Helpshift?** I really like the Helpshift SDK and our users do not have to leave the app to get help. Players can submit their ticket and go straight into the app. **What do you dislike about Helpshift?** The markup language for content creation is rigid and there's no out of the box features to play around with the CSS, which is pretty much a manual process for our web devs. **What problems is Helpshift solving and how is that benefiting you?** One of the biggest benefits of Helpshift is that it allows us to scale support without having staff agents to take on tickets that players can easily resolve with the help of a bot or automation. Since we're able to free up our agents, we can allocate them to resolve tickets that need agent intervention . ### 19. mostly painless, some technical issues **Rating:** 3.0/5.0 stars **Reviewed by:** Greg B. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** our team has been able to provide direct support to users based on revenue value without creating our own support ticketing system in house. **What do you dislike about Helpshift?** The helpshift SDK team has been very slow in solving a technical issue causing background crashes on device. This lasted for upwards of 4 months this year and has hurt our business. **What problems is Helpshift solving and how is that benefiting you?** we need a support and ticketing system so our customer support team can solve technical issues and questions about the app. ### 20. Decent. **Rating:** 5.0/5.0 stars **Reviewed by:** Mia R. | Driver Qualification Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** Helpshift is very user friendly and simple. **What do you dislike about Helpshift?** Sometimes notifications aren't always clear or they don't pop up when necessary. **Recommendations to others considering Helpshift:** It is very user friendly. **What problems is Helpshift solving and how is that benefiting you?** Helping all clients solve issues with their job applications. It is very easy to communicate with people who need help or have questions. ### 21. Clear, direct, and easy communication with the end user **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Helpshift?** Helpshift has been a tremendously useful SDK tool we've implemented in our mobile apps. The ability to add FAQs, tag issues, and automate replies has been very beneficial. **What do you dislike about Helpshift?** We need better spam filtering options in Helpshift as we've received mass waves of spam that is sent directly to our inboxes as notifications which isn't ideal. **Recommendations to others considering Helpshift:** I would highly recommend helpshift if you're looking to have a very customized and personalized means of categorizing user issues. You can tag issues and automate a large variety of tickets coming in for users. We have automated categorization, responses, spam filtering, and other general prioritization that has proven to really speed up our workflows. **What problems is Helpshift solving and how is that benefiting you?** We are offering direct access to support for our users when they need it the most. We've realized benefits such as easy bug reporting, feedback acquisition, and overall organizational improvements when it comes to communicating with our users. ### 22. Overall positive, though a little frustrating. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** I love the philosophy of empowering players to help themselves with FAQs, before needing to speak with an agent, and the use of bots and automations to offset the work. **What do you dislike about Helpshift?** I feel there are still too many obvious features that are missing, and existing features that just don't function intuitively. You can add Tags en-mass, but you cannot remove them. You can request customers to take surveys, but there is no easy way to view them. Despite being such a huge part of the tool, FAQs do not have version control, A/B testing, or analytics that could help you make meaningful improvements. I also feel like I am hitting pay-walls within the service more often than I should. **Recommendations to others considering Helpshift:** Get as much hands-on experience with the service as you can, and compare it to other platforms; and if you are an admin, I strongly suggest you focus on what you will need to do in bulk or on a larger scale because that is where I think things start to get more complicated. **What problems is Helpshift solving and how is that benefiting you?** One of the biggest criticisms of our app is how cryptic it is. Until the development team can improve the situation, the customer support team is in place to fill the gaps and provide clarity. HelpShift and the FAQs has helped us achieve that. ### 23. We love it **Rating:** 5.0/5.0 stars **Reviewed by:** Megan B. | Director Of Operations, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** It's nice to be able to create macros that can be shared amongst all support employees. **What do you dislike about Helpshift?** As of right now, we don't have any dislikes. Helpshift fulfills our current needs. **What problems is Helpshift solving and how is that benefiting you?** Tags/Smart views are extremely helpful in determining the size and priority of bugs ### 24. Ops Manager **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Helpshift?** Best: Bot capability, Async ability, fairly easy agility in terms of queue building and app implementation **What do you dislike about Helpshift?** Worst: Reporting is terrible. How do you run productivity on just resolution? I need to see every email "sent." If all I see is 8 solved emails, but then manually go in and see that there were 45 actual messages sent, that 8 solved means nothing. Fix the reporting and labeling. Need to be more agile. **Recommendations to others considering Helpshift:** Demand reporting **What problems is Helpshift solving and how is that benefiting you?** It was an email solution for us but unfortunately, compounded a lot of our issues due to not being able to understand the true size of our queue due to lack of real customer service metrics--very basic CS 101 metrics. ### 25. Helphift is cool **Rating:** 5.0/5.0 stars **Reviewed by:** Jose C. | MVR Specialisy, Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Helpshift?** I Ike that it's almost streamlined communication with our clients. **What do you dislike about Helpshift?** I dont like that when clients respond I am not notified. **What problems is Helpshift solving and how is that benefiting you?** We used it to solve any client and server issues with our company's application. ### 26. Great for organizing incoming emails! **Rating:** 4.0/5.0 stars **Reviewed by:** Megan O. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2019 **What do you like best about Helpshift?** I love the features offered. From tagging emails and creating folders to separate and prioritize content. **What do you dislike about Helpshift?** I wish there was a feature you could set to remind you about an opened email or to remind you to follow up after a certain amount of days. **Recommendations to others considering Helpshift:** I love it!! **What problems is Helpshift solving and how is that benefiting you?** It has created a space to organize and prioritize emails from customers so nothing is lost or forgotten. ### 27. Excellent to communicate with clients but needs work on the notifications. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** Able to see who needs help and the problem they are facing. **What do you dislike about Helpshift?** In the work place each employee has multiple tasks so if they are not currently assisting someone on chat there needs to be a way to notify the operator when there is a client waiting whether it be a new chat or a return to a chat. **Recommendations to others considering Helpshift:** There isn't a built in notification whenever a new chat comes in. You will need to either always have it open on your screen or set up your own notification system. **What problems is Helpshift solving and how is that benefiting you?** Easily get the appropriate department or operator to the chat. Creates an immediate response where an email could take time. ### 28. From a tool, with love. **Rating:** 4.5/5.0 stars **Reviewed by:** Hubert D. | PS Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** Simplicity and possibilities which are going to improve your own work. **What do you dislike about Helpshift?** Sometimes it might create an annoying string of little problems. **Recommendations to others considering Helpshift:** If you don't use Helpshift's software, please try it for the sheer, unadulterated simplicity and swiftness of your actions. **What problems is Helpshift solving and how is that benefiting you?** It's mostly technical problems. The quick-action are quite helpful to answer a lot of people in a short period of time. ### 29. Helpshift Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Helpshift?** The ability to sort tickets by tags and to set up multiple automation. **What do you dislike about Helpshift?** The lack of built-in language translation and the lack of ability to do custom signatures for each team member. **Recommendations to others considering Helpshift:** The Helpshift system is good if you are needing something to use for a small to the midsize userbase. **What problems is Helpshift solving and how is that benefiting you?** It allows my teams to rapidly find and answer tickets by tag and payment type ### 30. Fantastic support SDK for mobile apps **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** Notifications, in-app notification badge functionality, the chat and metadata delivery capabilities, the various functions available to automate support tasks. **What do you dislike about Helpshift?** Nothing really - it's a great tool. Some bugs have come up in the past, but have been resolved. **What problems is Helpshift solving and how is that benefiting you?** Helping millions of users on a daily basis with their support issues and inquiries. We receive tons of feedback in real-time and have automated filtering in place for organization. ### 31. Difficult tool to learn and operationalize **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** It is nice to be able to create automated bots as well as route to employees. **What do you dislike about Helpshift?** The process for setting up bots is convoluted and requires lots of tedious work along the workflow whenever a bot needs to be edited. **What problems is Helpshift solving and how is that benefiting you?** We were trying to use the automated bots to reduce the workload of our customer service agents by having the bot handle routine questions. ### 32. Helpshift is all around great **Rating:** 4.5/5.0 stars **Reviewed by:** Brian F. | Customer Support Representative , Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I appreciate the ability to sort and bulk responses with ease. Adding tags and sorting of current data is very easy. You can also automatically tag tickets and assign them to queue with minimal automation programming. **What do you dislike about Helpshift?** I either do not possess the knowledge, or Helpshift does not have the ability for detailed reporting. If you only need generalized reports/sorting abilities, I would recommend this product. **Recommendations to others considering Helpshift:** If you only need generalized reports/sorting abilities, I would recommend this product. **What problems is Helpshift solving and how is that benefiting you?** Organizational problems are solved with sorting. Large Volume tickets can be grouped and resolved quickly. ### 33. Helpshift lost our interest **Rating:** 2.5/5.0 stars **Reviewed by:** Kei P. | ITSPECIALIST , Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2019 **What do you like best about Helpshift?** Helpshift was easy for the techs to install and the training was a breeze. I personally thought helpshift was better for the Recruiters because they are not able to make the weekly meetings. **What do you dislike about Helpshift?** Faculty lost interest in helpshift because they prefer skype for business. I attribute this to us trying out different software so often recently because we are trying to be as efficient as possible. **Recommendations to others considering Helpshift:** I believe helpshift is great for remote workers, it is like texting and people use that tool everyday and night. So I would personally recommend the use of helpshift outside of my organizations overall views. **What problems is Helpshift solving and how is that benefiting you?** None as the faculty didn’t give it a fair testing opportunity because as previously stated they are already set to use skype for business and did not give helpshift a fair run. I think it far more efficient for the recruiters opposed to using skype. ### 34. Helpshift is very good **Rating:** 4.5/5.0 stars **Reviewed by:** cristiano c. | sr, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** It's easy to use and integrate with android and ios apps. **What do you dislike about Helpshift?** My novice support users have some difficulty as the platform is not yet available in Portuguese. **What problems is Helpshift solving and how is that benefiting you?** Contact with customers has been made easier and now we have more information about their cell phones, which speeds up the service. ### 35. Best Customer Support Team I've Ever Worked With **Rating:** 4.5/5.0 stars **Reviewed by:** Mike G. | Director of Player Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The team behind Help Shift was absolutely amazing when going through set up, as well as through contracting. Because of the increased cost we were incurring over ZenDesk, the team was very patient and made sure we had everything we required to make an informed and educated decision. **What do you dislike about Helpshift?** Time to integrate leaves a bit to be desired. However, I guess all great things take time! **What problems is Helpshift solving and how is that benefiting you?** 24.7 customer support automation in localized languages helping us reduce our staffing costs, and expand our offerings to our clients. ### 36. Saving time maximizes results **Rating:** 5.0/5.0 stars **Reviewed by:** Mario R. | Mario Rodriguez, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** Helpshift is a very useful tool for managing customer service as it provides functionalities that make providing support service an easy, simple, and above all, agile task. **What do you dislike about Helpshift?** The platform offers me functionalities that meet all my needs, which is why I don't dislike anything about it. **Recommendations to others considering Helpshift:** Use the platform if your business is large enough to derive significant benefit from the tool. **What problems is Helpshift solving and how is that benefiting you?** Provide personalized and close attention to the customers of my business ### 37. Makes my job so much easier **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** You can save pre written answers that will inject player names and agent names to speed up response times insanely **What do you dislike about Helpshift?** Honestly I can't think of any downsides. There isn't anything I need to do that I am not able to do using helpshift. **What problems is Helpshift solving and how is that benefiting you?** I work for a mobile games company and deal with our players on a day to day basis. Helpshift allows us to provide support from within the game itself making it easier for both us and players to communicate. ### 38. Very Helpful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Huan X. | Online Banking Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Helpshift?** It's a very helpful tool for companies interacting with customers and increasing customer service overall satisfaction. It's convenience and easy to use; and it's very user friendly. **What do you dislike about Helpshift?** My overall experience with Helpshift has been good. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is used to communicate with customers and assist them on helping banking issues. ### 39. A lot of potential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** Solves a lot of challenges with supporting mobile apps in one package. **What do you dislike about Helpshift?** Expensive and very obviously designed to make basic operations cumbersome and not iser friendly, pushing you to higher plans (double the price). The sales process is not very transparent in this sense, ie explaining that the most basic of operations is a lot more of a hassle than comparable tools. **Recommendations to others considering Helpshift:** Do a pilot to make sure this is what you need. **What problems is Helpshift solving and how is that benefiting you?** A smooth mobile support solution for customers with way less implementation effort than ZenDesk. ### 40. The program was helpful, but unorganized at times due to uneasy processes. **Rating:** 3.0/5.0 stars **Reviewed by:** Aaliyah B. | Operations Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** I liked that we could house multiple processes under one program. **What do you dislike about Helpshift?** I disliked that we could not generate a basic email and had to undergo a complicated process just to send an email to a customer. **Recommendations to others considering Helpshift:** It is good if you plan on doing an email-based customer service experience with pre-written responses and actions. **What problems is Helpshift solving and how is that benefiting you?** We answered one-off questions from customers regarding our services. The benefits have been fast response and being able to leave internal comments on the same thread. ### 41. With Helpshift you have everything! **Rating:** 5.0/5.0 stars **Reviewed by:** Kaan A. | Co-Founder & COO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** The best thing I like is the flexibility to customize helpshift smart tools upon my needs. **What do you dislike about Helpshift?** More editable feature on the panel rather than on the sdk would be great. **What problems is Helpshift solving and how is that benefiting you?** It’s easy to approach to a customer need withing just one panel. ### 42. Helpshift is the program I use daily at work **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** It is one of the easiest program I’ve ever had to deal with at work. The colour scheme is agreeable and the layout is clean. The tagging system is also quite optimized. **What do you dislike about Helpshift?** From times to times, part of the format change without me being able to customize it back and it takes some time to get used to when that occurs. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is the platform we use at work to assist customers who have questions regarding our product. ### 43. Solid CS Platform with Depth **Rating:** 4.5/5.0 stars **Reviewed by:** Peter P. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I liked that there were a lot of automation options available which came in handy for our smaller-sized team. **What do you dislike about Helpshift?** To be honest, I didn't fully utilize all the features available but perhaps a simpler onboarding experience would've helped educate me on what I could do. **What problems is Helpshift solving and how is that benefiting you?** We needed a unified channel of receiving feedback/issues from users and HelpShift helped fill a large part of that void. It was easy to see what issues were out there at a glance. ### 44. Great service to engage with your customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** I really like that this is another avenue we can engage with our customers. Allowing our customers to reach us outside the standard social media options and all within one app. It also allows us to catch on to trends faster. **What do you dislike about Helpshift?** I would like to see more reporting for my own goal setting purposes. **What problems is Helpshift solving and how is that benefiting you?** We are seeing trends appear sooner than we would in other channels. This will allow us to pinpoint what devices are impacting. ### 45. "Outstanding Customer Service Platform!" **Rating:** 5.0/5.0 stars **Reviewed by:** Alice H. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Helpshift?** Customization and straightforward entry. Correspondence and note taking for various tickets. It's exceptionally instinctive and clients appear to have ease with regards to discovering what they are looking for in FAQs. Their capacity to incorporate with your portable application to give an in-application bolster involvement to the clients is an or more. Helpshift gathers a great deal of client/gadget information which can be utilized for both help investigating and examination. **What do you dislike about Helpshift?** I would love to have the capacity to alter the notice sounds in Helpshift. **Recommendations to others considering Helpshift:** Helpshift makes our work so natural by giving email support and Live Chat to help our clients as fast and as proficiently as could reasonably be expected. **What problems is Helpshift solving and how is that benefiting you?** Helpshift licenses customer organization specialist to be profitable and saves time by having the ability to react to customer's request and handle issues quickly. It is in like manner easy to get help from a partner by giving the ticket to them, they can quickly see and scrutinize anyway the exchange. Favorable position I have recognized is the history that is secured when a comparable customer wrote in an other time, every one of that information is secured and can be gotten to. ### 46. Amazing Features. Awesome Software for Customers Service **Rating:** 3.5/5.0 stars **Reviewed by:** Kelvin K. | Digital Marketer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Helpshift?** I like the quick response from the vendor of this application. Again, I get excited with how Hlpshift notifies its users in case of a problem that needs to be addressed. The application is easy to use and makes it possible to track different movements in a site. Lastly, the layout of this application is simple, and with amazing FAQs. **What do you dislike about Helpshift?** However, i find it disturbing for tagging a new issue. In fact, users need to manually tag other users manually. The vendor should automate most of this tagging. That is, at least come up with a way to automate something like keyword. **Recommendations to others considering Helpshift:** Helpshift assist firms in monitoring the reactions of their clients. This application is simple and brings teamwork. **What problems is Helpshift solving and how is that benefiting you?** The software allows customers to air their complaints and they get solved. Again, they increase on the productivity of our firm. Lastly, the software makes the process of answering the questions of clients more faster and efficient. ### 47. Lightweight Vurnerability Management Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Nick R. | Data Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Helpshift?** I love the concern that the vendor has to the customers. In my opinion, the developer understands that customers are the main drivers of any business setting. Besides, Helpshift ensures that no single person without the authorization of the admin can gain access to a given information. Lastly, the user design of this product is much enticing. **What do you dislike about Helpshift?** However, I wish the vendor a=could revive the Live Chat Feature of this software. In my view, this features functions slowly, and not all people who prefer using it. **Recommendations to others considering Helpshift:** This application will bring your clients closer to you, and you will be able to listen to their complaints and come up with the way forward to dealing with them. **What problems is Helpshift solving and how is that benefiting you?** We implement this application for two major reasons. One, to act as our Help Desk, where we could understand the complaints of our clients. Two, For customer self-service, and this will also build the relations with have with our clients. ### 48. Platform is easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Helpshift?** Overall the system is easy to learn for first-time users and customers. The functions are also easy to access on the platform. It can be customized for personal/organizational use. **What do you dislike about Helpshift?** The color theme are lacking on the platform. Adding more colors or highlights will create more contrast and make it easier to see different things on the system. **Recommendations to others considering Helpshift:** Add more color themes to create contrast for the platform. **What problems is Helpshift solving and how is that benefiting you?** Being able to help multiple customers at the same time, more efficient than phone calls. ### 49. "Great platform for your chat support team" **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer G. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2019 **What do you like best about Helpshift?** Helpshift has worked superbly on their talk bolster stage. There are some pleasant highlights that are adapted towards AI and computerizations - Auto reactions dependent on watchwords, FAQ question show dependent on catchphrases, time based robotizations and that's only the tip of the iceberg. They have a decent ongoing dashboard to show what number of issues are in the channel and they've incorporated with power BI to convey some inside and out measurements for an exhaustive examination. Another incredible element is their capacity to incorporate with your portable application to give an in-application bolster understanding to the clients. This incorporates showing FAQs, beginning visits or sending messages. Coordinating into the versatile application additionally gives you the capacity to send clients pop-up messages which is dependably an or more. At last, helpshift gathers a great deal of client/gadget information which can be utilized for both help investigating and examination. **What do you dislike about Helpshift?** I wish it was somewhat more customizable. Be that as it may, it truly allows a great deal of customization truly, there isn't much. **Recommendations to others considering Helpshift:** It's definitely not hard to use and easy to separate your productivity(example Emails). Unprecedented expense too. **What problems is Helpshift solving and how is that benefiting you?** The most concerning issue that we are explaining is wastefulness. Helpshift permits client administration specialists to be gainful and spares time by having the capacity to respond to client's inquiries and tackle issues rapidly. It is likewise simple to get assistance from an associate by imparting the ticket to them, they can rapidly view and peruse however the discussion. An advantage I have acknowledged is the history that is put away when a similar client wrote in an alternate time, all that data is put away and can be gotten to. ### 50. Loving Helpshift **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** It's so user-friendly! It took me no time at all to learn how to use HS. Coming from another platform Im glad we made the switch **What do you dislike about Helpshift?** There's not much I can say, I would really need some time to figure out what I don't like. Sounds like nothing right? Everything is great! **What problems is Helpshift solving and how is that benefiting you?** I am solving difficult cs issues. I love the benefit of being able to keep track of lots of customer history ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+08%3A53%3A01+-0500&secure%5Bsession_id%5D=faff2196-c44a-43e6-857c-7be6585a105d&secure%5Btoken%5D=77f5580ff6b845408a8d52a210aad1f3366bb4d7aae7cbca6d819e7e7b18aa22&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 **Player Support Channels - Player Support Platforms** - In-Game Support - Multi-Channel Access - Self-Service Help Center **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 **Support Operations - Player Support Platforms** - Automated Resolution - Player Context - Case Management **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 **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction **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 ## Top Helpshift Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,653 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,725 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)