--- 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: '2026-07-23' 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. Top notch **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Helpshift?** Helpshift is very easy to use and organized for our business. **What do you dislike about Helpshift?** The option to attach screen shots is not clear for patrons **What problems is Helpshift solving and how is that benefiting you?** We handle all customer complaints for our apps. We are able to contact/reply at a faster pace than just email. ### 2. The best suite we've used. **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 enables us to easily keep up with our users' queries, and the ability to curate a suite of FAQ responses increases our response times dramatically. **What do you dislike about Helpshift?** Helpshift doesn't allow you to suspend/ban problematic SKD users. You're also not able to merge issues together. These are the only downsides to the suite. **What problems is Helpshift solving and how is that benefiting you?** Being able to quickly input pre-written macro responses has been the greatest benefit so far. ### 3. Moderate Helpshift user **Rating:** 4.0/5.0 stars **Reviewed by:** Susan G. | Senior QA Engineer, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2019 **What do you like best about Helpshift?** I like that you are able to tag feedback so that the appropriate team can monitor **What do you dislike about Helpshift?** That you can't export feedback into some sort of spreadsheet **What problems is Helpshift solving and how is that benefiting you?** Finding customer friction points and addressing them ### 4. Simple layout **Rating:** 5.0/5.0 stars **Reviewed by:** Wenderson S. | Cood. de vendas Sociedade Fogás, Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The interaction with the customers is very good. **What do you dislike about Helpshift?** Could you include more tools that could assist us. **Recommendations to others considering Helpshift:** Use it, for it is a spectacular tool **What problems is Helpshift solving and how is that benefiting you?** Dealing with various issues with our clients ### 5. amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2019 **What do you like best about Helpshift?** i like the chat feature, very easy to use and fun. i feel like anyone can use this. it's very easy no glitches or anything everything runs very smooth **What do you dislike about Helpshift?** nothing really it's a perfect help for chats. sometimes will experience lags but thats very rare **Recommendations to others considering Helpshift:** Just use it, it's good. **What problems is Helpshift solving and how is that benefiting you?** how to be a better client to customers. mostly every problem that could possibly happen with our organization is settled on helpshift. ### 6. useful to people on the go **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2019 **What do you like best about Helpshift?** I like its live chat feature. Works best to people on the go to those who do not have time to call. **What do you dislike about Helpshift?** There are times I have to use tags manually to put a ticket to the right queue. **Recommendations to others considering Helpshift:** Hey, it's worth a try. There are customers who prefer texting than calling. **What problems is Helpshift solving and how is that benefiting you?** In customer service, it helps save customer's time in waiting a response via e-mail or IVR ### 7. Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** Javier G. | Operations Manager , Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I like that we can keep records of all conversations and that other team members can share notes or jump in to assist a client. **What do you dislike about Helpshift?** That there is no peer to peer chat between team members or a clear notification that a chat is in the queue. **What problems is Helpshift solving and how is that benefiting you?** We use helpshift on a daily basis to assist our clients with questions and services. ### 8. Not the best **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2019 **What do you like best about Helpshift?** How it organizes the mail and how you can customize the queues **What do you dislike about Helpshift?** The colors are ofter not clear. When something is in red means both that the mail is waiting for a response or for the first response. This is a big difference in customer support. **Recommendations to others considering Helpshift:** Be careful and always watch the time of first response, very hard to find in help shift **What problems is Helpshift solving and how is that benefiting you?** I can organize the mails from different platforms and reply to them with order. ### 9. Great way to help clients fast. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The ease of use and access to our clients. Really fast to help our clients with all their questions. **What do you dislike about Helpshift?** How the chat doesn't make more noise to notify that a client has messaged back or has not accepted the solution. **What problems is Helpshift solving and how is that benefiting you?** Conflicts that arise from our website and helping our clients navigate through it. As well as helping understand DOT regulations. ### 10. Robust service **Rating:** 4.0/5.0 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?** Ability to quickly publish FAQs. Ability tie in pages directly into software. **What do you dislike about Helpshift?** It's a little hard to navigate the admin page. API needs to be updated often which leads to decisions of cutting off support for some of our users. **What problems is Helpshift solving and how is that benefiting you?** Give users more details for upcoming events. Give players the ability to write customer support tickets. ### 11. Great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The custom issues field make it clear to what the issues are and provide me a resource to use for future training purposes. **What do you dislike about Helpshift?** When an old chat comes in that the user does not answer as "resolved', it gets assigned to the old user which can be messy at times. **What problems is Helpshift solving and how is that benefiting you?** In general, no problems at all. ### 12. Easy to use and helpful. **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?** I like the easy to use interface and how useful it is to work with others. **What do you dislike about Helpshift?** When getting into a chat that a coworker is in it will cause some issues with responding twice. **Recommendations to others considering Helpshift:** It is a great and easy to use software. **What problems is Helpshift solving and how is that benefiting you?** We help our customers with uploading all the documents they require. Customers like the quick chats better than phone calls/ ### 13. Great Platform for Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** Easy to use and intuitive. Simple interface with quite a few mechanics. **What do you dislike about Helpshift?** The analytics section needs to be expanded and improved on.The ability to search tags in analytics would be greatly appreciated. **What problems is Helpshift solving and how is that benefiting you?** The platform makes it easy to communicate with our platers. The ability to retain past conversations is extremely beneficial to us. ### 14. A Positive, Responsive Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Zackary M. | CX Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** The simplicity of the interface means more time to converse with customers and less time spent clicking around looking for additional information. Everything is in an appropriate place. **What do you dislike about Helpshift?** I would love more functionality for reopening older, resolved issues. The number of total tickets end up higher than necessary because new tickets need to be create in most situations in which I work. **Recommendations to others considering Helpshift:** At it's full potential, Helpshift is more flexible, more powerful, and more user-friendly than any other service platform I have used. **What problems is Helpshift solving and how is that benefiting you?** Quicker, more user friendly response time really makes traditional email service feel archaic. With the addition of bots, this really feels like the future of customer service. I think our users feel that way as well. The faster we can get back to them in an organized fashion, the more we can convince them that we are worth their time. ### 15. Helpshift **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** I like the automated responses, it helps up bring up information on our client. **What do you dislike about Helpshift?** I dont like the notifications. I wish there was a sound or the screen would automatically pop up and make it more custom for different businesses. **What problems is Helpshift solving and how is that benefiting you?** Quick matters, urgent issues. Some people would rather chat then email or phone call. ### 16. "Incredible stage for client administration! " **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah G. | Customer Service Support Manager, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Helpshift?** I cherish the manner in which that you can label tickets that come in effectively and after that scan for them later by tag. I likewise truly like the diverse envelopes/lines that you can relegate tickets to. Another extraordinary component is the capacity to embed FAQ that spares time. I likewise love the wonderful way Helpshift is anything but difficult to utilize, and simple to monitor examination. Continuously solid! **What do you dislike about Helpshift?** I wish there was better pursuit usefulness to deal with past tickets. It would make following up on issues and checking on past contact with a client a lot less demanding. **Recommendations to others considering Helpshift:** It's anything but difficult to utilize and simple to break down your productivity(example Emails). Extraordinary cost also. **What problems is Helpshift solving and how is that benefiting you?** Our Customer Support truly depends on Helpshift and their stage. It's anything but difficult to perceive how well your group is getting along. The examination are first class! ### 17. Ease of use **Rating:** 2.0/5.0 stars **Reviewed by:** Katrina W. | Sr. Guest Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2017 **What do you like best about Helpshift?** Easy to use and navigate through, user friendly **What do you dislike about Helpshift?** No spellchecker or grammar help, can't undo **What problems is Helpshift solving and how is that benefiting you?** Replying to customer feedback ### 18. Analytics and Data of Customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2019 **What do you like best about Helpshift?** Easy to use and understand. Their analytic page is self explinatory and doesn't require deep knowledge to learn and hence makes it easier to set our own processes in place and target to acheive **What do you dislike about Helpshift?** Haven't found any yet, but will let you know If I do. **What problems is Helpshift solving and how is that benefiting you?** Currently working on Implementing Bots and Autoamtion services for our platform which will help resolve customer queries and in turn give the team more time to focus on critical work and gain better insights on customer behavior while interacting with Insider.in ### 19. I love how user friendly it is. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Helpshift?** I like that it was be used internally and with clients. **What do you dislike about Helpshift?** I can't think f anything at the moment. **Recommendations to others considering Helpshift:** Make the best use of it. It is a great tool for any company. **What problems is Helpshift solving and how is that benefiting you?** We are able to help our clients with questions they may have in a quick and easy manner. ### 20. Great CS platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew A. | Creative Content Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** I like the quick responses and the interface. **What do you dislike about Helpshift?** I wish we had a better way to sort tickets because sometimes the organization isn't there. **Recommendations to others considering Helpshift:** Make sure you have the proper channels in place to help organize incoming tickets. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift as a CS channel for our mobile games. ### 21. All your needs in one great program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** I love the way that you can tag tickets that come in easily and then search for them later by tag. I also really like the different folders/queues that you can assign tickets to. Another great feature is the ability to insert FAQ that saves time. **What do you dislike about Helpshift?** Currently, Helpshift does not support the ability to have tickets come in through SMS (or text). We have a lot of customers that like to receive support and help via text and it would be so nice to not have to use a different program but have it be available all on Helpshift. **Recommendations to others considering Helpshift:** This will be sure to up your game with your customers- whoever they might be! I would recommend Helpshift to all customers. Definitely a great investment and easy to use and learn how to work! **What problems is Helpshift solving and how is that benefiting you?** The biggest problem that we are solving is inefficiency. Helpshift allows customer service agents to be productive and saves time by being able to answer customer's questions and solve problems quickly. It is also easy to receive help from a co-worker by sharing the ticket with them, they can quickly view and read though the conversation. A benefit I have realized is the history that is stored when the same customer wrote in a different time, all that information is stored and can be accessed. ### 22. This is one of the best CRM with a low price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Helpshift?** Helpshift has an easy way for agents too reply to customers. **What do you dislike about Helpshift?** My company has bots set up with Helpshift. They still have to make some improvements in their bots technology to match with other competitors out there **What problems is Helpshift solving and how is that benefiting you?** As mentioned above Helpshift is an easy CRM to agents to reply to customers. It improvesFCR and CSAT ### 23. I have used helpshift for 4 years or so **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The ease of getting navigation. The ability to get whatever fields i want from my customers. The ability to access all player information so easily **What do you dislike about Helpshift?** When closing tickets the player is not able to read the final message. This has been a problem so often that i leave tickets open rather than close, just to ensure the customer has access **What problems is Helpshift solving and how is that benefiting you?** Any player issues are able to be handled en masse with speed and accuracy. Filing tickets is a breeze, adding attachments is too ### 24. Excellent helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Media Production | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The use interface is very user friendly. Easy to learn and extremely to manage! **What do you dislike about Helpshift?** can't do custom permissions, for example it's either agents or admins, there is no in between. **What problems is Helpshift solving and how is that benefiting you?** we used to offer customer support via email. Helpshift lets us manage specific topics. ### 25. Easy to use - analytics could be better **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The best thing about using helpshift is how easy it is to manage multiple chats. We have cut down our cost per contact by 48% since we implemented this tool. **What do you dislike about Helpshift?** I don't like how the integration with ServiceCloud is basically non-existent. For a person who has team members who work across multiple channels of communication, it's tough pulling data from multiple different places. **What problems is Helpshift solving and how is that benefiting you?** We solved our cost per contact issue. We solved our ASA issues. This tool is extremely beneficial. ### 26. functional CRM **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2019 **What do you like best about Helpshift?** it is a good CRM for mobile app. tags and q/a good **What do you dislike about Helpshift?** the metrics are not very adaptable, they could improve the reporting and monitoring **Recommendations to others considering Helpshift:** adaptable and good live chat **What problems is Helpshift solving and how is that benefiting you?** prioritization, queue management, and issue categories ### 27. I am using helpshift for mobile games **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2019 **What do you like best about Helpshift?** Easy to use, campaign function. It saves a lot of time. **What do you dislike about Helpshift?** I don't like that we don't have enough techinical support. We are based in China it is difficult for us to find help（due to time difference and language barriers）. My sales left helpshift but no one notify us, which makes us wait months to receive our contract back. = **Recommendations to others considering Helpshift:** It is one of the most popular customer support sdk for mobile game **What problems is Helpshift solving and how is that benefiting you?** We provide a better customer support service. ### 28. Clear and basic **Rating:** 5.0/5.0 stars **Reviewed by:** Mike D. | Supervisor, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2019 **What do you like best about Helpshift?** Helpshift allows cross-platform views for clients and can be customized depending on business needs. It can be used on multiple operating system environments and browsers. I like the overall interface and integration. The ability to search through teams and groups, as well as limit searches. It is nice to see sections in "tabs" so that information is more organized in terms of groups. I also suggest the ability to change themes. The ease of use is actually something that we all like. Even if you have not gone through the full training on its use, by its intuition, you would quickly become familiar with it. **What do you dislike about Helpshift?** Simply the tasteful of it. Generally speaking, the interface is very easy to use. How data is organized may need to be reviewed. I would love greater functionality for resolving older, settled issues. **Recommendations to others considering Helpshift:** It would be a decent place to begin as it stays aware of the conversations that are coming in. Likewise, Helpshift encourages you to monitor all of the conversations that you have had so far in your closed issues. At its maximum capacity, Helpshift is increasingly flexible, more powerful, and more user-friendly than any other service platform I have used. **What problems is Helpshift solving and how is that benefiting you?** Faster, easier to understand response time truly makes traditional email service feel outdated. With the addition of bots, this truly feels like the future of customer service. I think our customers feel that way too. The quicker we can get back to them in an organized manner, the more we can convince them that we are worth their time. It saves us a lot of time in handling more conversations. ### 29. HelpShift **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2019 **What do you like best about Helpshift?** UI is easy to follow for both Agents and Players **What do you dislike about Helpshift?** Metrics tracking is lacking, specific advanced searches do not exist, not easy to "hold" work **What problems is Helpshift solving and how is that benefiting you?** Communication issues. Drop-downs and automated responses help with the overall performance ### 30. Integrated function & Easy to use **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?** Being able to analyze data with Power BI which helps us to understand players even more. **What do you dislike about Helpshift?** Same as above. I like the fact that there is data for us to understand more about our users. However, Power BI is the most user friendly data analysis tool. Sometimes there are error occur, and sometimes you don’t get the detailed data you want. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps to answer player more efficiently. ### 31. Excellent CS Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Ally C. | Customer Experience Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** Helpshift is extremely intuitive and user-friendly. It makes it easier to see all the support request in one place and organize issues efficiently. **What do you dislike about Helpshift?** I wish there was better search functionality to sort through past tickets. It would make following up on issues and reviewing past contact with a customer much easier. **Recommendations to others considering Helpshift:** highly recommend it simplifies large volumes of tickets and makes it easy to respond efficiently. **What problems is Helpshift solving and how is that benefiting you?** We use HS as the sole platform for all of our customer service inquiries. Through HS we are able to review our CSAT scores and metrics and improve our CX team. ### 32. Great platform for Technical Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** How solid and agile the platform is. I believe many of our users are still in the game due to the support we give them **What do you dislike about Helpshift?** It could have better enterprise support but for the money we pay is not that bad. thanks **Recommendations to others considering Helpshift:** Great platform, very solid and reliable **What problems is Helpshift solving and how is that benefiting you?** We are giving very good support to our whales in the games. And solving many issue with updates and missing coins, lives....etc ### 33. User friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** User friendly workflow, simple dashboard. **What do you dislike about Helpshift?** Lack of customization within FAQ fields. **Recommendations to others considering Helpshift:** Improve FAQ customization **What problems is Helpshift solving and how is that benefiting you?** Analytics could be improved to focus on FAQ feedback and team response analytics. ### 34. Helpshift Makes My Job Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** I love that I am able to view past conversations with each Customer so that we can have a full understanding of their account and any issues they've run into. Live Chat is so easy to use, and we are able to contact customers directly through Helpshift to make sure they receive all contact needed to solve any kind of issue they may be having. **What do you dislike about Helpshift?** I wish I could organize "Shared Smart Views" into folder types. I also wish there was a way to organize issues by tags (similar to how we can change the order of Latest, Wait Time, Oldest, Etc) Live Chat is manageable, but sometimes our customers do not receive the messages right away or don't realize it's a chat experience. (This may be more our fault that Helpshift, though.) I would love to be able to customize the notification sounds in Helpshift. **Recommendations to others considering Helpshift:** Helpshift makes our work so easy by providing email support and Live Chat to help our customers as quickly and as efficiently as possible. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift for all customer service inquiries, so it has been a critical part of our company. I love that our customers can receive the quickest service possible because of the amazing help of Helpshift. It is so helpful to know we have a reliable way to contact each customer that messages us with any kind of issue, and we will always be able to receive their messages. ### 35. Not a customer focused company **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Helpshift?** Query system is good, and it's easy to learn **What do you dislike about Helpshift?** Broken functionality, can't export queries, kb ha no analytics, API lacks drilldown functionality, suppott is bad bad **What problems is Helpshift solving and how is that benefiting you?** Responding to players at scale. ### 36. Excellent, totally recommend it! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2019 **What do you like best about Helpshift?** It helps us respond to customers very quickly. **What do you dislike about Helpshift?** Algorithms, sometimes it doesn't add right issues to my que. **What problems is Helpshift solving and how is that benefiting you?** Customers' issues ### 37. Customer Review **Rating:** 2.5/5.0 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?** Helpshift is great to use because it's so commonly adopted, customers understand the interface very well at this point. **What do you dislike about Helpshift?** I have no real complaints about helpshift at this point **What problems is Helpshift solving and how is that benefiting you?** It's been great to consolidate all of our feedback to an easy to use resource and then track trends in issues. ### 38. Saves lots of time - great automation work flows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2019 **What do you like best about Helpshift?** the ability to integrate with other systems via Helpshift APIs **What do you dislike about Helpshift?** To easy to accidentally respond to customer when wanting to do a private message. **What problems is Helpshift solving and how is that benefiting you?** Web and mobile app product support. iOS app product and web support via SDKs. Speed of identifying customers and responding to issues. ### 39. Efficient Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Jacob J. | Electromechanical Manufacturing Engineer, Mechanical or Industrial Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2019 **What do you like best about Helpshift?** Helpshift helps me to be able to help multiple customers at once because the message is automatically saved so I can go back and forth between issues without a problem. I also like that the information is displayed on the tab so that I can see how many issues are coming in even when I am not in the same browser. **What do you dislike about Helpshift?** I wish that the visibility was better in Live Chat since sometimes issues can get lost since all of the new issues don't go to the same spot depending on the queue. **Recommendations to others considering Helpshift:** A simple way to keep track of Customer Service tickets to take care of people in an efficient way! **What problems is Helpshift solving and how is that benefiting you?** I am able to help more people even more efficiently because I am able to stay organized and work through issues efficiently. ### 40. Not as good as Zendesk **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** In-app implementation is alright. There is nothing special about Helpshift **What do you dislike about Helpshift?** Can’t merge tickets, no standalone mobile app, can’t selectively suppress satisfaction survey, hate reject function, not enough placeholders in macros, bad ui **Recommendations to others considering Helpshift:** Use Zendesk **What problems is Helpshift solving and how is that benefiting you?** It’s a basic ticketing system for us. Subpar compared to Zendesk and Freshdesk ### 41. Great tool to help efficiency. **Rating:** 4.0/5.0 stars **Reviewed by:** Whitney J. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2019 **What do you like best about Helpshift?** I love that i can feel like I am helping multiple people at a time because I am able to pop in and out of conversations with ease. It is a great way to help many people efficiently. **What do you dislike about Helpshift?** Sometimes issues can get lost because of the way that the different queues are situated for our live chat. Every once in a while, someone is forgotten so it would be helpful if there were clearer reminders or alerts of where issues were located. **What problems is Helpshift solving and how is that benefiting you?** I am able to solve all kinds of problems for people! Problems with user error, system error etc. we can see in basically real Time if people are running into issues so that we can diagnose as soon as we find out that there is a problem. ### 42. I definitely recommend Helpshift. They are wonderful to work with and a great solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Angel B. | Director of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I love their Live Chat and how easy their staff is to work with. They are super helpful and have great ideas on how to make things work with your customized needs. **What do you dislike about Helpshift?** They've gone through a lot of changes in the last few years, but they're definitely making improvements and I'm happy with the direction they're taking. **Recommendations to others considering Helpshift:** It's easy to use and easy to analyze your productivity. Great price as well. **What problems is Helpshift solving and how is that benefiting you?** Our Customer Support really relies on Helpshift and their platform. It's easy to see how well your team is doing. The analytics are top notch! ### 43. Helpshift has come so far! We are really happy with them! **Rating:** 5.0/5.0 stars **Reviewed by:** Angel B. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** I love their Live Chat, their Analytics, and how responsive they are in our requests **What do you dislike about Helpshift?** I wish they had SMS Text Support and I wish they had more personalization with the ability to do a profile pic avatar and stuff like that for Live Chat **Recommendations to others considering Helpshift:** Great out of the box, but you will pay extra for the additional features **What problems is Helpshift solving and how is that benefiting you?** Responding to our customers quickly and resolving issues almost immediately. ### 44. Satisfied **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2018 **What do you like best about Helpshift?** The ability to be able to freely manage incoming tickets. This, compared with other products, gives you a lot more freedom in this case. **What do you dislike about Helpshift?** The lack of a 'PLAY' button that would automatically assign a ticket to an agent **Recommendations to others considering Helpshift:** Helpshift gives you freedom in terms of reporting as well as in assigning emails or tickets to agents. **What problems is Helpshift solving and how is that benefiting you?** Player complaints and suggestions about the game we're supporting. Ticket actions are easily done using Helpshift compared with other products. It is also linked to Power BI, which helps a ton in doing reports as well as analyzing data which helps the company progress further in the right direction. ### 45. Helpshift Feedback **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** I like that customer can submit questions and feedback through helpshift **What do you dislike about Helpshift?** I don't like the one words provided by the customer and not providing enough information **Recommendations to others considering Helpshift:** N/A **What problems is Helpshift solving and how is that benefiting you?** Helping answer customer question and troubleshooting there problems ### 46. A convenient and quick program that is easy to teach, but hard to customize **Rating:** 3.5/5.0 stars **Reviewed by:** Ross B. | Customer Experience Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I like the ease of assigning to others, making notes, and general communication between team members. **What do you dislike about Helpshift?** The business of design. I wish I could customize column widths (and if I can, I wish it was easier and more readily available how to do). In addition, I wish I could assign a take or reply to a ticket and have a queue assignment hold. **What problems is Helpshift solving and how is that benefiting you?** customer service complaints for a subscription service. The benefits realized is the ease of communication and empathetic back and forth. ### 47. Delivered quickly and good quality **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Helpshift?** They delivered my product quickly and the quality of the product is good. **What do you dislike about Helpshift?** I have no comment at to what I dislike at this time. **What problems is Helpshift solving and how is that benefiting you?** No problems, cool tshirt program. ### 48. Helpshift Review **Rating:** 5.0/5.0 stars **Reviewed by:** Jericho Jerrick C. | Player support, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2019 **What do you like best about Helpshift?** What I like the best about Helpshift is it being very user friendly. **What do you dislike about Helpshift?** none so far. So far, helpshift have been very easy to use and understand. **Recommendations to others considering Helpshift:** Use it wisely and thoroughly. **What problems is Helpshift solving and how is that benefiting you?** We use helpshift to communicate with players using our game and the benefit we get from it is the constant updates we get from helpshift ### 49. Highly recommended **Rating:** 4.5/5.0 stars **Reviewed by:** Amar M. | Senior Software Test Engineer, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** Helpshift is awesome because it allows you to create automated responses. It also has great tagging capabilities. **What do you dislike about Helpshift?** FAQs could have a better experience. It would also be great to have automated bot that resolves spam. **What problems is Helpshift solving and how is that benefiting you?** Customer reported app issues. Obtaining info on repro steps. Querying for specific issues based on keyword . Segmenting users based on platform. ### 50. HELPSHIFT **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2019 **What do you like best about Helpshift?** Helpshift is an incredible client encounter. Helpshift was anything but difficult to get for me ,and I think everybody in the business division and IT had almost no issues understanding the functions of this tool.I have additionally thought that it was simple controlling new representatives in the office on the most proficient method to utilize Helpshift viably. The effectively updatable FAQs have been a monstrous success for me over other contending items. **What do you dislike about Helpshift?** Helpshift gives my group simply fundamental investigation on our commitment with web visitors.I will jump at the chance to see a wide examination breakdown of our day by day movement on Helpshift. Stylish savvy ,I figure informations can be better masterminded on the Helpshift dashboard. Fundamentally it has Limited highlights, Limited reports age capacities. Its also costly for a software that is used for only customer support **What problems is Helpshift solving and how is that benefiting you?** Helpshift enables our CS to group's activity simple! Presumably the most proficient approach to achieve our players, answer their questions, updates and occasion declarations. Their very own client benefit is additionally solid and undoubtedly supportive. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+07%3A22%3A39+-0500&secure%5Bsession_id%5D=c799dd7d-4f7a-4410-8157-3e97693ba499&secure%5Btoken%5D=4ebbcbf6f7445be896c15d0afb2e40334b8d0d0be1908289409d726f39e2cba7&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 (3,724 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)