--- 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. Helpshift has many awesome features. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** Helpshift has a ton of awesome features and when we think of a new feature that we'd like, they let us work with this on it and typically they pull through and create something for us. Whenever we have a problem they are quick to respond back and get it fixed so that we can best help our customers. **What do you dislike about Helpshift?** There is not too much that I dislike about Helpshift. I don't even know what that one thing would be if I had to choose it. Maybe the fact that they don't have the ability for texting Live Chat. But, I'm sure that will come sometime in the future. They are great! **Recommendations to others considering Helpshift:** Talk out all of the features with those from helpshift. They will give you a detailed breakdown to make sure that it fits your need. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us quickly, easily and efficiently help our customers with their issues. We really appreciate the ease of everything. ### 2. Always the best way to connect with the developers **Rating:** 5.0/5.0 stars **Reviewed by:** Joakim A. | Co-Founder, Board Member, Entertainment, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** It's a thrill to get to talk to the makers of the game, ask questions and give comments. The tool just works, always in each game that I've been able to use it in. **What do you dislike about Helpshift?** The people at the other end could be brought more closer by giving them a face, like using emojis as representing avatars on the messages. **What problems is Helpshift solving and how is that benefiting you?** Our players getting to talk to us constantly when in need. And as they have used Helpshift in other games, they are familiar with how the system works. ### 3. Best chat support platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Helpshift?** Helpshift is very simple and is very easy to use Everything is placed in such a manner that we will not be confused or wasting time to find things They have a nice dashboard that help us to to keep track of issues It's very user friendly The thing that would be more appreciable is that it have a mobile version Ability to change color of text is nice feature **What do you dislike about Helpshift?** I don't find any dislikes for this but it have bit connectivity issues **What problems is Helpshift solving and how is that benefiting you?** It help us to do more work in less time ### 4. Good solution for quick questions/answers **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** Helpshift is a great resource for a company who has very simple/quick questions and answers. They provide great resources for "Quick Replies" as well as FAQ functionality. If your company does not have to give super in depth answers and very limited touchpoints, Helpshift is great! **What do you dislike about Helpshift?** Not made for very in depth ticketing work. Hard to find previous tickets, no way to link a customer to multiple e-mail addresses. This makes it very hard to track previous customer history. **Recommendations to others considering Helpshift:** Needs much better reporting **What problems is Helpshift solving and how is that benefiting you?** Helpshift has been a great asset in helping our teams handling various inquiries tied mostly to package tracking as well as product support inquiries. ### 5. Help Shift Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wine and Spirits | Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** What I like about Helpshift is the ease searching for old tickets and new tickets! It is great! **What do you dislike about Helpshift?** I do not like to use the Customer Issue Fields because it prolongs fixing the issue and getting back to customers. **Recommendations to others considering Helpshift:** Not using the customer issue fields! however, I do understand that it is a part of the job and is needed to work it. **What problems is Helpshift solving and how is that benefiting you?** Wine orders, complaints, missing purchases. I am able to realize all of the great ease of navigation. ### 6. Great visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Katie W. | Customer Support Trooper , Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** I love that I can have multiples partway open at once. So I can see if I have issues coming in while I am working on something else. I also love that it has the number of issues in my queue on the tab when I am in a different web page! **What do you dislike about Helpshift?** I wish that it was easier to link to other platforms. But I really do like the program itself! **Recommendations to others considering Helpshift:** Great product. **What problems is Helpshift solving and how is that benefiting you?** We are helping people better understand how our app and website work/ how to best utilize them.ive realized that I can reach a lot of people efficiently by having the right tools. ### 7. Good, only issue is it will freeze at times so we have to log out and in again **Rating:** 4.5/5.0 stars **Reviewed by:** Angela C. | Customer Service Representative, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still. Fast and easy way for customer to communicate rather then having to speak over the phone **What do you dislike about Helpshift?** When it freezes in the middle of chatting with a customer and we have to click back and forth **Recommendations to others considering Helpshift:** Great product to use for customer that do not like to speak over the phone and would much rather contact through a chat **What problems is Helpshift solving and how is that benefiting you?** Great customer service Giving customer details and feed backs with there transction solving the customer problems in a timely manner ### 8. Review **Rating:** 4.5/5.0 stars **Reviewed by:** Vanessa L. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2018 **What do you like best about Helpshift?** how the chats are separated properly by the time and that there is a notification when new chats are assigned to you. There are some things that can be improved. What I like the most is how the automation kicks in when the Customer have gone idle. As well as if the Agents have not responded to the chats in a timely manner. **What do you dislike about Helpshift?** The chats are messy and get tangled up and it should at least be listed as the first it stays that way. there are some things that can be improved in the Helpshift systemation. Like keeping chats in place even though it has been replied to. As long as the timing is correct to when the Customers has replied to the conversation or when the agents has replied to the customers. **Recommendations to others considering Helpshift:** It would be a good place to start as it helps to keep up with the chats that are coming in. Also, Helpshift helps you keep track of all the chats that you have done so far in your closed issues. **What problems is Helpshift solving and how is that benefiting you?** When interacting with customers, we get assistance when customers are idle and an automation message is sent our to check if the Customer is still connected with us. If the Customer has gone idle, the chat will automatically close and a new chat is assigned to the agent which is a good thing rather than manually picking up chats. It saves us a lot of time in handling more chats. ### 9. Straightforward and simple **Rating:** 5.0/5.0 stars **Reviewed by:** Dennis G. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2018 **What do you like best about Helpshift?** Helpshift allows cross platform views for users and can be tailored depending on business need. It can be used on multiple operating system environments and browsers. I like the overall interface and integration. The ability to look up teams and groups, as well as narrow down searches. It would be nice to see sections in "tabs" so that information is more organized in terms of groups. I also suggest ability to change themes. The ease of use is acutally something that we all like. Even if you have not gone through the full training on its use, by its intuitiveness, you would quickly get familiar with it. has the ability to collect metadata with each Helpshift ticket. The metadata for Outlook.com will include information about platform, browser, and Additional information is available about settings and other features on the web client. The metadata will also include a list of self-help article(s) that the customer clicked to view prior to submitting the ticket. The ability to segregate into queues is also quite helpful.CSS agents should tag each ticket worked with the appropriate tag used to resolve or escalate the ticket. Tags should also be used to categorize the type of issue reported. **What do you dislike about Helpshift?** Just the aesthetic of it. Overall, the interface is quite user friendly. the way that information is arranged may need to be looked into. There are reporting that can be filtered better . Analytics gives too broad of a view. **Recommendations to others considering Helpshift:** None at this time **What problems is Helpshift solving and how is that benefiting you?** Trouble ticket management. Email related issues reported in by end users. ### 10. Helpshift is where its at **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I've experienced using various Customer Service tool and Helpshift is the best experience. Clutter-free UI, navigation friendly and relatively easy to learn and use. **What do you dislike about Helpshift?** Please implement an option to re-open tickets that were sent as resolved. There are times that this will be done by accident although we're just suppose to reply. **Recommendations to others considering Helpshift:** Easy to learn and use. One of the best UIs out there. Definitely a good investments for those prospective companies. **What problems is Helpshift solving and how is that benefiting you?** Mobile game customer support. ### 11. Wonderful Tool For CSX! **Rating:** 4.0/5.0 stars **Reviewed by:** Cassie Jo O. | Tier 2 Customer Support Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I love the interface, and the ease of use. It truly is one of the easiest to pick up yet multifaceted tools for my industry. **What do you dislike about Helpshift?** I wish it could be better integrated with multiple issues, and mobile is a disaster. However the drawbacks do not take away from the overall benefits of the product. **What problems is Helpshift solving and how is that benefiting you?** We use it for our escalations team and it's fabulous! ### 12. Helpshift review! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2019 **What do you like best about Helpshift?** Very easy interface to navigate, most employees caught on quickly **What do you dislike about Helpshift?** Has a noticeable lag during busy hours.. **Recommendations to others considering Helpshift:** Very easy to train and use **What problems is Helpshift solving and how is that benefiting you?** Using for insurance customer support. Easier than system company has previously tried. ### 13. Brings a lot to the table **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** There's a lot of things helpshift brings to the table for the amount of work needed to integrate the library. You just need to call a few APIs and once the helpshift overlay comes up, helpshift takes over and does the rest. **What do you dislike about Helpshift?** The custom config options for iOS and Android are a little different and can be confusing if you're familiar with one while learning to do the other. Using a custom engine that does not use the android/ios native app building APIs adds a level of complexity **What problems is Helpshift solving and how is that benefiting you?** Users will be able to give feedback much more easily without having to leave the app for a more fluid experience ### 14. CS rep review **Rating:** 4.0/5.0 stars **Reviewed by:** Alice P. | Senior Customer Support rep, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** How easy it is to use! I like all of the smartviews you can use and tags **What do you dislike about Helpshift?** I don't think there is anything I don't like so far **What problems is Helpshift solving and how is that benefiting you?** Customer support for live video game ### 15. Helpshift makes it easy to keep track of customers and get feedback from them **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I like how easy it is to go through each player's message history and find what could help them best at present. You can also sort the tickets to see which products are receiving more positive or negative feedback. **What do you dislike about Helpshift?** I dislike that customers cannot leave a new CSAT rating after a follow-up from the agent. It would be more helpful to know if our continued efforts matter to the customer. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us provide real time communication with our customers, which makes it easier to find glitches in our program and get lots of great feedback. ### 16. I like work? **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2019 **What do you like best about Helpshift?** It makes my job easier, I don't have as many headaches. It is self explanatory a walk in the park compared to other places I've worked **What do you dislike about Helpshift?** It was difficult to go through the process of moving everything over **Recommendations to others considering Helpshift:** Keep with it. **What problems is Helpshift solving and how is that benefiting you?** Its just easier to use so I feel better and I'm nicer to the customer ### 17. Clients feel more comfortable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** The efficient and intuitive way to lend a hand to our customers. **What do you dislike about Helpshift?** Hard question. It would be great to reduce the effort to start a session. Something like do a simple click from your inbox to get in into Helpshift. **Recommendations to others considering Helpshift:** Try to use every feature that this great system offer. Check very often if new feature is added that could help to your end. **What problems is Helpshift solving and how is that benefiting you?** Answer any customer question. Almost all the clients oriented in real time. We reduced any anxiety about our service. ### 18. Review of Helpshift Experience from QA **Rating:** 5.0/5.0 stars **Reviewed by:** Nahid K. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2018 **What do you like best about Helpshift?** Customization and ease of access. Communication and note taking for different tickets. The SDK is very intuitive and users seem to have ease when it comes to finding out what they are searching for in FAQs. There are some quirks with sending and receiving messages that should be worked out though. I enjoy the ability to reference tickets easily and the analysis tools. **What do you dislike about Helpshift?** Security and user privacy protection needs to be beefed up because users personal information is being transmitted through Helpshift. I'd like to see more use of security measures and more privacy settings to hide users' data. Pricing structures seem to dramatically change based on MAUs. More discount would be nice for long-standing customers. More communication with customers around new features and trainings should be offered. **Recommendations to others considering Helpshift:** Spend time setting up integrations, shortcuts, tags, and filtering terms. **What problems is Helpshift solving and how is that benefiting you?** We have a direct means of communicating with users. We gain valuable feedback and have realized many benefits in terms of issue redemiation. ### 19. Great platform for your chat support team, big hopes for the future **Rating:** 4.0/5.0 stars **Reviewed by:** Aziz R. | Director of Operations CX, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Helpshift?** Helpshift has done a great job on their chat support platform. There are some nice features that are geared towards AI and automations - Auto responses based on keywords, FAQ question display based on keywords, time based automations and more. They have a nice real-time dashboard to display how many issues are in the funnel and they've integrated with power BI to deliver some in depth metrics for a thorough analysis. Another great feature is their ability to integrate with your mobile app to provide an in-app support experience to the customers. This includes displaying FAQs, starting chats or sending emails. Integrating into the mobile app also provides you the ability to send users push notifications which is always a plus. Finally, helpshift collects a lot of user/device data which can be used for both support troubleshooting and analytics. **What do you dislike about Helpshift?** Although the platform is well organized for navigation purposes, some of the admin options take time to fully grasp as they are not very straight forward. There is also a lack of customizability when it comes to FAQ questions in terms of image/chart display, font adjustments, hyperlinks, etc. They are striving to make improvements, but not quick enough on the simpler features that would make viewing FAQs more pleasant. **Recommendations to others considering Helpshift:** Definitely look into their capabilities as they add new features quarterly. Something that we are looking forward to is helpshift's AI bots that will integrate into our CRM and provide customers with account specific data and hopefully resolve some issues without a human touch. **What problems is Helpshift solving and how is that benefiting you?** Helpshift allows our customers to chat with our support team rather than calling in. We've realized that by making a chat option available to our customers, we are able to mitigate call volume which is more costly than chat. We are also surprised to see how many people chose to chat rather than call. ### 20. Works good and is efficient **Rating:** 4.0/5.0 stars **Reviewed by:** Marquel T. | Senior Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** I enjoy that you can view all cases and have the ability to create your own smart views. **What do you dislike about Helpshift?** The search function within the program does not work very well unless you use "AND" - Site does not update in real time, slight delay. Occasionally causes coworkers to take cases from one another because on one screen it says open and on the other it shows taken. **What problems is Helpshift solving and how is that benefiting you?** Solving order issues with Target. Helpshift works as a great alternative to emailing the guest. ### 21. Helpshift **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** Simple organization of queues to manage customer interactions. Can add internal notes to communicate with other internal users remotely and without having to change platforms. I like the ability to open a ticket for a customer on their behave by inputting their information when creating the ticket. **What do you dislike about Helpshift?** The format for searching can show way too many irrelevant results when not using the given format. Ex: from email: is: XXXX@XX.com vs. simply searching XXXX@XX.com I also don't particularly like that tickets auto-close after a couple of days. **What problems is Helpshift solving and how is that benefiting you?** Customer inquiries for online listings, refund/return issues. All previous issues are archived so there is a way to reference/compare previous issues with the same customer to better understand and resolve their issues. ### 22. Great! Great! Great! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** Helpshift is an amazing way to communicate effectively while having all the information you would need available. **What do you dislike about Helpshift?** Nothing, helpshift has made what was cumbersome and tiresome into something that is easy. **What problems is Helpshift solving and how is that benefiting you?** With helpshift we are able to verify traffic issues and app glitches and with getting screenshots very quickly it is an effective tool. ### 23. Review for Helpshift **Rating:** 2.5/5.0 stars **Reviewed by:** Beejay B. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** Commands for immediate response to the customers and user-friendly. It can be used for newcomers immediately and they just need like 1-2 hrs to review how the system works - Accessible portal in the system - The team always provides updates in maintenance and follows the exact time and date when they implement the maintenance - They will state if the system will encounter some issues and they will prompt you that you replied to the players alreayd or not some other ticketing system don't have any prompt showing this tasks in the system. - Also, they have implemented some smart views that will help admins to differentiate different issues from one another in the system and it ahelp us to validate which issue we shoul do first. **What do you dislike about Helpshift?** - Always having connectivity issues - Lack of personal data (avg. ticket, charts) - Ability to change the color of the text - Ability to sort via a bullet system not by tags - Need more accurate results when using tags - We need more ability to view image in seperate window in Helpshift - **Recommendations to others considering Helpshift:** I recommend helpshift for users that are willing to have a ease in access and for the sake of not having issues with VPN or 3rd party programs in the current industry of customer service fields **What problems is Helpshift solving and how is that benefiting you?** Queueing of tickets - Can be accessed without any VPN or 3rd party apps ### 24. Great new features! They're making great strides! **Rating:** 4.0/5.0 stars **Reviewed by:** Dyllan G. | Team Leader, Printing, Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2018 **What do you like best about Helpshift?** I like that a helpshift has a user-friendly interface and it makes it incredibly easy to keep track of your types of issues using their tag system. It's also great because they have a mobile version. So a colleague could send you a link to a Helpshift issue and you can open it and reply right from your phone. They recently came out with a 'Quick Reply' category which is so helpful when using their live chat feature. You can send your customers short phrases that already pulls their name from the top of the ticket. **What do you dislike about Helpshift?** It’s slow and not 100% reliable. It takes a lot of page refreshing to get the most accurate up to date figures. They seem to have hiccups on their end quite a bit. I'd love if they came out with a real-time tracking system because it can sometimes take hours to get the most accurate numbers from their analytics. I also would like to see them come out with a smart phone appl. **Recommendations to others considering Helpshift:** If you're using Helpshift, I'd highly recommend getting in touch with their support team for a 1 on 1 tutorial. It has so many awesome features that aren't the most obvious to find. **What problems is Helpshift solving and how is that benefiting you?** We help our customers using Helpshift. So it’s important. We also use the tags to organize the issues that come in to better understand the user experience. Using their tag organization, we can foresee what problems our customers are experiencing and predict what will happen next. It makes it easy to find the types of problems customers are having. We also use Helpshift to keep track of the user's history with us. This makes it nice because we can easily open their past issues and not have to ask them a bunch of questions they've already answered. ### 25. Great platform for customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Echo W. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about Helpshift?** I like that Helpshift is willing to work with us on features we would like added to Helpshift. They are always very responsive to us when we have questions or want more features. I love how Helpshift always notifies its users when they will have a service outage (but they are rare!). I also love how Helpshift is easy to use, and easy to keep track of analytics. Always reliable! **What do you dislike about Helpshift?** I don't like that I can't see the email from customers to me on the whole screen. It used to be that way, but was recently changed. So the email is smaller, and if it's a long thread, I have to scroll a long ways up to find older emails, whereas if the screen were bigger, I wouldn't have to scroll as much. **What problems is Helpshift solving and how is that benefiting you?** We're helping our customers resolve their issues super quickly because of live chat! That has been such a benefit to us and our customer service quality. ### 26. Helpshift provides a seamless support experience for the customer and business alike. **Rating:** 4.5/5.0 stars **Reviewed by:** Nick Z. | Global Community Manager , Small-Business (50 or fewer emp.) **Reviewed Date:** January 22, 2019 **What do you like best about Helpshift?** The in-app FAQ and messaging for customers, and the APIs that present so much information on the backend, saving much time. **What do you dislike about Helpshift?** The technicality of the APIs needed to get the full Helpshift experience is often daunting and not something a marketing team can implement alone. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us save time asking questions and allows us to sort our issues based on a number of criteria to be as specific as possible. ### 27. Love Helpshift! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Motion Pictures and Film | Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Helpshift?** how the interactive chats are separated properly by the time and the notifications sent make it easy to search **What do you dislike about Helpshift?** It is sometimes difficult to search for past tickets by topic, but as long as I have the USER ID I can still track them. **What problems is Helpshift solving and how is that benefiting you?** I am solving customer experience tickets and it is second to none when interacting with them. It is a great place to start with looking to connect with your customers. ### 28. love helpshift **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2018 **What do you like best about Helpshift?** you can answer a contact with just one response. **What do you dislike about Helpshift?** the conversation never just ends days and days later the guest and just open it back up with a new topic. **What problems is Helpshift solving and how is that benefiting you?** quick questions are getting answered more quickly and that helps a lot with all the different contacts we receive. ### 29. Fast and Simple Layout **Rating:** 4.5/5.0 stars **Reviewed by:** Elynn S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Helpshift?** The layout is simple and minimal, also the chat responses and updates are fast and pretty much reliable. There is also an option to be able to toggle the chat box size to your personal preference. The time stamp is also uptodate and you are able to view it all on the show logs tab. The chat tickets also comes in very quickly, the moment when you choose to resolve or reject the chat the new chat ticket will kick in immediately. **What do you dislike about Helpshift?** Sometimes it gets stuck for no reason. Had to refresh the page to get to the chat or email tickets I would like to check again. It is also not so user friendly while trying to search for a specific key word when you enter it into the search engine. **Recommendations to others considering Helpshift:** n/a **What problems is Helpshift solving and how is that benefiting you?** Quick response to attend to customer's issue ### 30. Helpshift is a perfect platform for communicating wit your customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Echo W. | QA Assistant, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** I like that Helpshift as a company is willing to work with you and make their platform better specifically for you. **What do you dislike about Helpshift?** I don't like that the search feature in HS can be difficult to learn and use. **What problems is Helpshift solving and how is that benefiting you?** We are solving our customers' problems with Helpshift because we can Live chat with our customers there now and that means we can get back to them faster and more efficiently. ### 31. User friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Jen W. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** I love that you can search for older issues. This helps when trying to determine if a Customer has written in before. Analytics are great as well as we can check on the number of issues that an Agent has taken. **What do you dislike about Helpshift?** There really isn't anything that I dislike. My experience has been great. **What problems is Helpshift solving and how is that benefiting you?** Helpshift allows us to communicate with our customers in a quick and easy manner. ### 32. Helpshift Makes Helping Hear Our Guests Voices Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** The best thing about Helpshift is the smartviews. With smartviews, my team is able to get through contacts quickly. **What do you dislike about Helpshift?** If there was one thing that I had to say I dislike, it would be that it is not a desktop application. **Recommendations to others considering Helpshift:** This will make your life so much easier when helping resolve your customers issues and feedback **What problems is Helpshift solving and how is that benefiting you?** Resolving our guests issues. With Helpshift, we are able to reach out to our guests with ease compared to an email system. ### 33. Review **Rating:** 4.0/5.0 stars **Reviewed by:** Ano N. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2018 **What do you like best about Helpshift?** User friendly, easy to use tool. A very simple tool to handle customer inquiries. Quite happy using it for the simplicity and ease it brings us in terms of customer handling and resolving our customer's issues and queries. Its a good tool for any business to have and use, be it the customer facing or internal help desk or for internal customers. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. I dont know what else to put in here as the page keep requesting me to fill out the detail on these, when I already have it. **What do you dislike about Helpshift?** Nothing at the moment, but perhaps, there could be a edit option for the live chat when a response has been sent. Besides, that, nothing much to ask for at the present. **Recommendations to others considering Helpshift:** Good tool to use when handling customers. **What problems is Helpshift solving and how is that benefiting you?** At the moment HelpShift seems to perfect for our company's use. We don't have any complaints as of yet, however the speed and some tweaking on the user friendliness would be great addition to have. ### 34. It helps!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Arts and Crafts | Small-Business (50 or fewer emp.) **Reviewed Date:** May 24, 2019 **What do you like best about Helpshift?** No matter what your problem is helpshift can fix it immediately! **What do you dislike about Helpshift?** I dislike that it is a little difficult to run the system. **What problems is Helpshift solving and how is that benefiting you?** Any problem! ### 35. Light-weight tool to manage support tickets, see quick trends, help agents & customers solve issues **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2018 **What do you like best about Helpshift?** The light-weight nature of the tool, with clearly defined fields, integration of required support data, management of tickets thru tags, use of FAQ to help both agents and agents, basic analytics, users & teams management, etc. **What do you dislike about Helpshift?** Not able to manage bugs, need a clear escalation path for unresolved issues, integration with other support management tools, lacks minor customization of existing features, etc. **Recommendations to others considering Helpshift:** If you are looking to hire technical folks with no specific knowledge of your product, you can use HelpShift to get them on-board, train them on job and make them better at supporting your product while getting trained & provide good business results (customer satisfaction) ... **What problems is Helpshift solving and how is that benefiting you?** Providing support for mobile apps, moving to providing support for desktop apps, lowered cost of support, able to plug in agents from different background & train them on job, etc. ### 36. It supporr **Rating:** 3.0/5.0 stars **Reviewed by:** Fahad Q. | Warehouse worker, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2019 **What do you like best about Helpshift?** Its a great work place I am learning a lot of things and thats the best part of it **What do you dislike about Helpshift?** People being sarcastic Too much poking nose everywhere Have to be careful **What problems is Helpshift solving and how is that benefiting you?** IT I can solve real world problem with it ### 37. Automation and Reporting **Rating:** 3.0/5.0 stars **Reviewed by:** Suraida S. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 19, 2018 **What do you like best about Helpshift?** it is real time. Emails come as the Customer sends their email giving us an opportunity to respond to their queries immediately. The tool itself is also user friendly. Just like any other email app when you can send responses. **What do you dislike about Helpshift?** Manual dispatching of tickets, Incomplete dashboard reporting which makes it difficult to easily identify outliers for the team. It would be better if we get the metric broken down into Team level, Agent level, Site level, **Recommendations to others considering Helpshift:** Team Level Reporting **What problems is Helpshift solving and how is that benefiting you?** Real time responses to our Customers which gives us high Customer experience rating if the issue is resolved. ### 38. Love it! **Rating:** 5.0/5.0 stars **Reviewed by:** Joanna H. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** We can organize by folders and make things just as we need them. **What do you dislike about Helpshift?** Can't think of a dislike, actually! I guess if I need to dislike something, it's that we can't do text support through HS. **What problems is Helpshift solving and how is that benefiting you?** We're able to help our customers quickly and efficiently through HelpShift. ### 39. Helpshift Review **Rating:** 5.0/5.0 stars **Reviewed by:** Claire L. | Returns Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about Helpshift?** All my conversations with customers are kept really organized. It helps me not feel overwhelmed. **What do you dislike about Helpshift?** I feel like the tags could be improved. The auto-tagging isn't always accurate. **What problems is Helpshift solving and how is that benefiting you?** We are using it for Customer Experience/support. Helpshift helps us stay super on top of time-sensitive issues with customers. ### 40. Good and constantly working on being better **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2019 **What do you like best about Helpshift?** Helpshift is a clear and concise way to assist customers. They are constantly asking for feedback to better their product. **What do you dislike about Helpshift?** My only complaint is that I cannot unassign a ticket from myself or others. **Recommendations to others considering Helpshift:** Talk to the team, they will work with you. **What problems is Helpshift solving and how is that benefiting you?** It has become an easy way for customers to chat in our app with us about problems. ### 41. Using Helpshift **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Motion Pictures and Film | Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2018 **What do you like best about Helpshift?** I like the fact that the Active Admin account of the customer I am talking to is directly integrated within Helpshift, essentially skipping the process of having to ask for details in order to find that user's account within Active Admin. **What do you dislike about Helpshift?** The search feature is almost unusable. If I am communicating with a customer through anything else, such as a phone or email, and they claim to have used live chat (via Helpshift) to get in touch with us before, I would have to look up that conversation we've had with them. The search feature, however, is completely unreliable. Any attempt to look for that customer either through their email address or their First and Last name is a waste of precious time. **What problems is Helpshift solving and how is that benefiting you?** It lets us communicate with our customers in real-time without requiring them to call us through the phone. Some might think it unnecessary but I welcome it. There are those who would prefer to get in touch with an agent and have the issue resolved immediately without having to speak over the phone. I believe that offering them this option is a good thing. ### 42. Help shift review **Rating:** 5.0/5.0 stars **Reviewed by:** Jason T. | Luby, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2019 **What do you like best about Helpshift?** That it delivers a superior customer service experience at a lower cost to all my clients. **What do you dislike about Helpshift?** I really dislike nothing about it. It basically upgraded me from a previous software I used. **Recommendations to others considering Helpshift:** Affordable price and faster technology **What problems is Helpshift solving and how is that benefiting you?** Analysts and metrics ### 43. Helpshift has been helping us communicate with our customers with ease! **Rating:** 5.0/5.0 stars **Reviewed by:** Richard Jason G. | Customer Support, Computer Games, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** Helpshift is very easy to use. We can access helpshift anywhere without having to install any additional software. We have access to the necessary information in order to assist our customers fast and efficiently. The interface is very simple which makes our work easy. I love the smart views! It helps us organize and keep track of our tickets and SLAs. **What do you dislike about Helpshift?** Sometimes, I experience disconnections and slowdowns. There are times when some tickets gets lost in the queue due to wrong tags. **Recommendations to others considering Helpshift:** If you are looking for a great ticketing system with simple but effective features, this is for you! Helpshift has the necessary tools for your ticketing/support needs. **What problems is Helpshift solving and how is that benefiting you?** Mobile Game / Mobile Application inquiries. ### 44. Simplified, organized support platform that is easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Helpshift?** I love the simplicity of the flow while working in HelpShift. At first if you are adjusting from another service, it may feel like "Am I missing something, is it really this easy?" It is! The chat format of conversations for all platforms makes it easier to keep track of the customer's concerns. It feels seamless which makes it less stressful. **What do you dislike about Helpshift?** I wish there were some additional information available, such as issue numbers in the "other issues" tab for individual customers. I would also like if there were a keyboard shortcut to open the Quick Reply box to prevent extra clicking around. It's also not as easy as we'd like to view individual agents' satisfaction "star" ratings and comments left by the customer. **Recommendations to others considering Helpshift:** It takes some time to get it fully customized to your needs but it's worth it in the end. **What problems is Helpshift solving and how is that benefiting you?** Our live chat and email/in-app contacts are streamlined into 1 place which helps keep the workload organized and in order. I like that there are queue priority filters, this helps us keep up with customers in the order they have contacted us. ### 45. Helpshift is Helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Jody B. | Customer Support, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about Helpshift?** I like that the emails come right in and we are able to answer them in a timely manner. The quick replies are some of the most useful things that I use during my workday. I insert them into almost every conversation I have with my customers and find it so convenient that they are just as they say they are, quick. We've started using the Live Chat feature through Helpshift and it truly is such a game changer for my work. I know that when my team has questions or feature requests on Helpshift, that the Helpshift team listens to them seriously and works their hardest to help us implement them. **What do you dislike about Helpshift?** I don't like that sometimes customers can respond to an email that is really old and it comes back to me, even though it has nothing to do with the issue I help with previously. I also really dislike that linkedin replies come to me through my emails that I've sent to customers. It is obnoxious as I am rejecting them constantly as they are received. **Recommendations to others considering Helpshift:** This is a great tool if you want to get emails organized quickly. **What problems is Helpshift solving and how is that benefiting you?** We are getting customer's emails answered quickly. It is really beneficial to get the customers taken care of. As mentioned above, we now have the Live Chat feature and it is so helpful in getting customers answered quickly. Our customers are happier as they are getting immediate help and that is a huge benefit to my job. We are also able to track which issues are coming in with their convenient tags. This helps our development team create a better product for our customers. ### 46. HelpShift Helps productivity! **Rating:** 5.0/5.0 stars **Reviewed by:** Melina S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** Where to start? I love that you can tag issues with created tags and then easily search for any type of issues! I love how easy it is to assign the issue to another representative or queue, this keeps things very organized I feel. It is great how easy it is to insert a FAQ with just one click of a button, saves a lot of time! **What do you dislike about Helpshift?** There are not many things to dislike on Helpshift. I really can't think of anything I would change. **What problems is Helpshift solving and how is that benefiting you?** We are helping to solve problems when Customers write it with concerns, questions, inquiries or issues with their photobooks. These problems can sometimes be complicated and require a lot of back and forth with customers and HelpShift makes this easy. I love that you can see the history of all the other tickets from the same Customer writing in even when you did not work with them, this prevents Customers having to repeat themselves and their previous issues or questions, this is a huge benefit! This makes us provide quality Customer Service that is noticed by our Customers. ### 47. Helpshift- The easiest way to see everything you need **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2018 **What do you like best about Helpshift?** Helpshift is an easy way to find all the information that you are looking for. You can review the customer's current issue and look at previous issues that they may have had. It is great that you can leave notes so you can see what other associates have done to help. I also love having all the customer's information in one ticket. It makes things easier and faster for helping. **What do you dislike about Helpshift?** Sometimes, I feel like I have to hunt to find certain things. For example, trying to find reports on certain issues. Once I find it, there is so much information but getting there can be a challenge. As a suggestion, I would recommend that the interface looks a little more friendly. Maybe add some color. Other than that, it has been an easy process to learn and use. **Recommendations to others considering Helpshift:** I think that Helfshift should really show companies the live chat feature. It is so amazing that customers are getting the help they need faster than an email. If companies knew how great this would be for their bottom line, they would use it in a heartbeat. **What problems is Helpshift solving and how is that benefiting you?** We have customers email and live chat right now. Live chat is amazing for the fact you can resolve a customer's issue in a matter of minutes. Email is great when the customer's issue is a little more complex and needs more attention. Live Chat is great for quick and easy issues. ### 48. A Good Platform, Could Use Some Improvements **Rating:** 3.0/5.0 stars **Reviewed by:** Andy M. | Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2018 **What do you like best about Helpshift?** I liked how it was easy to insert private notes between different agents within tickets. **What do you dislike about Helpshift?** I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information. **Recommendations to others considering Helpshift:** If you aren't recieving tickets that have variable end user metadata (such as an app version is on 3.0, an agent requests them to update to 4.0; the agent will not see this change unless a new ticket is created), HelpShift is a worthwhile consideration. **What problems is Helpshift solving and how is that benefiting you?** We were aiming to solve end user issues using a mobile email app. What we found beneficial was how to underscored our need to expand rapidly than what we were at initially. ### 49. A fresh experience from someone who works in the BPO industry. **Rating:** 5.0/5.0 stars **Reviewed by:** Melchor II H. | Customer Service Executive, Computer Games, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2018 **What do you like best about Helpshift?** Personalizing your queue and having the option to view all of your work is a really good feature. This is the feature I like best. **What do you dislike about Helpshift?** Latencies cannot be avoided. Sometimes the help shift loads for a minute or two and sometimes it instantly loads. **Recommendations to others considering Helpshift:** Highly recommended. You can access helpshift with your browser. You don't need a VPN or a 3rd party program to access it. **What problems is Helpshift solving and how is that benefiting you?** Game related concerns from the customers. Inquiries regarding the game and some billing concerns. There is no need to open a 3rd party program or VPN to use the tool. You can open the tool on your browser. ### 50. Ease of use **Rating:** 4.5/5.0 stars **Reviewed by:** Katrina W. | Sr. Guest Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about Helpshift?** Easy to use and navigate, very user friendly **What do you dislike about Helpshift?** Can freeze and not update, has a hard time communicating with other programs **What problems is Helpshift solving and how is that benefiting you?** Guests are able to easily contact us, makes communication easy ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-24+08%3A12%3A13+-0500&secure%5Bsession_id%5D=4e225946-b890-411b-83aa-5121ffa95ba3&secure%5Btoken%5D=a7f7073342d0ba0664d7a8b041870928156fb5541e4ec9d33d7629b940f32b2e&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)