# 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:** 381 ## 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 commend Helpshift for its **ease of use** , simplifying ticket management and enhancing the customer support experience. (3 reviews) - Users appreciate the **effective ticket management and automation tools** of Helpshift, enhancing customer experience and organization. (3 reviews) - Users appreciate the **efficient case management system** of Helpshift, enhancing organization and speeding up resolution times. (2 reviews) - Users value the **efficiency** of Helpshift, benefiting from streamlined ticket management and faster resolution times. (2 reviews) - Users find Helpshift to have **navigation ease** , allowing effortless tracking and management of customer support tickets. (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 often face **connection issues** , leading to unresponsiveness and frustrating loading times. (2 reviews) - Users experience **software unresponsiveness** with frequent connection issues that hinder their overall experience with Helpshift. (2 reviews) - Users find the absence of a mobile app and the **difficult navigation** on phones frustrating and challenging. (1 reviews) - Users experience occasional **downtime** with Helpshift, resulting in connection issues and unresponsiveness at times. (1 reviews) - Users feel the **reporting features lack detail** , making it challenging to track performance and satisfaction trends effectively. (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. Reliable support platform for streamlining operational workflows **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2025 **What do you like best about Helpshift?** As a team lead, I appreciate the clear ticket management system and automation tools that reduce manual workload, Also Helpshift’s in app messaging enables faster resolution times and improves the customer experience while keeping agents organized **What do you dislike about Helpshift?** Reporting features could be more detailed especially for tracking agent performance and customer satisfaction trends **What problems is Helpshift solving and how is that benefiting you?** Helpshift reduces query overload through automation and smart ticketing. It helps my team respond faster and staying organized and focus ing on critical issues boosting overall efficiency ### 2. Helpshift Review **Rating:** 5.0/5.0 stars **Reviewed by:** Nico C. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2025 **What do you like best about Helpshift?** Helpshift is very easy to use and user friendly. It's easy to track all tickets as a support member for all customers. We use it on our everyday tasks especially when following with customers and also answering their queries. **What do you dislike about Helpshift?** It doesn't have a mobile app. The app is hard to use on the phone **What problems is Helpshift solving and how is that benefiting you?** It helps me solve the fact that everything is all in one app from FAQ's, templates, tags, articles and also private notes. It's super easy to use ### 3. Helpshift helps in Revolutionizing Customer Service Experience **Rating:** 4.5/5.0 stars **Reviewed by:** SHIVAM A. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2023 **What do you like best about Helpshift?** Helpshift is a game-changer when it comes to customer service. One of its best attributes is its smooth omnichannel support features. With Helpshift, companies provides assistance across different channels, including web, mobile apps, and messaging networks. This makes sure that prospects can reach out for support through their preferred routes, resulting in a a lot more personalized and hassle-free support experience. **What do you dislike about Helpshift?** Although Helpshift provides several positive aspects, one probable disadvantage is the learning curve related to its superior attributes. The program offers extensive customization alternatives and robust automation features, which might need some time to training to fully make use of. However, Helpshift gives documentation, training supplies, and assistance resources to help individuals in beating this initial learning bend. **What problems is Helpshift solving and how is that benefiting you?** Helpshift successfully handles a number of problems confronted by customer support teams. First of all, it centralizes customer interactions through different routes into a single program. This reduces the necessity to switch between several applications or platforms, streamlining the assistance process and lowering the likelihood of overlooking or duplicating client queries. This centralized tactic enhances effectiveness and assures a regular support encounter throughout channels. ### 4. Best support ticket sdk **Rating:** 4.5/5.0 stars **Reviewed by:** Emre Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2023 **What do you like best about Helpshift?** Integration with unity and configuration of notifaction and app settings are very easy. Also offline faq feaure is very good. **What do you dislike about Helpshift?** We want to update cuurent sdk to new version which named SDK X to use new features but new one doesn’t have offline faq feature. **What problems is Helpshift solving and how is that benefiting you?** Every day some of our millions of players easily use this system to share their problems. So we can focus on improving our games. ### 5. Great platform, easy tools to use and great CS support from them **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Helpshift?** It is a great tool to fulfill our customer needs and contact them as well as to gather data for future reference **What do you dislike about Helpshift?** The tabs might be a little more organized and placed in a better way. The prices are a bit high. There is not live chat customer support when you have issues **Recommendations to others considering Helpshift:** If you handle big loads of customer requirements and inquiries this is the right tool to use **What problems is Helpshift solving and how is that benefiting you?** It is very good to help customers and has many useful integrations also it offers a very useful knowledge base ### 6. Platform of easy handling **Rating:** 5.0/5.0 stars **Reviewed by:** Ingra P. | Quality Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Helpshift?** The ease of handling the platform. It is very intuitive and objective, a great tool for customer service. Functional for both the company and the customer. **What do you dislike about Helpshift?** The filters we have to create to search for certain types of service. **Recommendations to others considering Helpshift:** A user-friendly and intuitive platform. **What problems is Helpshift solving and how is that benefiting you?** At times the platform experiences slowness, but it is on the right track. ### 7. Helpshift is great tool for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2023 **What do you like best about Helpshift?** Helpshift can be integrated with many other resources and systems to make attending easier. When it comes to attending to customers, it offers a variety of possibilities to search for information. **What do you dislike about Helpshift?** The attention must be regular. Sometimes a tag not put in the correct place must compromise the chat, either disappearing messages or not sending them. **What problems is Helpshift solving and how is that benefiting you?** Firstly, Helpshift helps with the bots solving the first client contact. If it cannot be solved, it directs to an agent. Through this product, we can assist and help our clients with their demands. ### 8. Fantastic tool with a fantastic team **Rating:** 4.0/5.0 stars **Reviewed by:** Mike G. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2023 **What do you like best about Helpshift?** The ability to use bots to simplify and triage for human interaction makes each ticket easier and less time-consuming. The team has also been incredibly helpful in ensuring we utilize the tool to the best of our ability. **What do you dislike about Helpshift?** The pros I mentioned can be time-consuming and complex to set up. It's just a matter of understanding and getting deep into the flow of information. You need to ensure you understand how your customers experience your support. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us provide better experiences for our players when they have issues with our products. This means we have happier players who are more likely to come back. ### 9. Amazing Product and Service **Rating:** 4.5/5.0 stars **Reviewed by:** Stephen A. | Sr Project Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2023 **What do you like best about Helpshift?** The product is well thought out and when we have recommendations/feature requests, HS always is ready to accomodate our requests. **What do you dislike about Helpshift?** Nothing as of now. When ever we've had something missing with HS, they've always assisted in creating the feature or providing a work around **What problems is Helpshift solving and how is that benefiting you?** We're using Helpshift company wide for our support teams and clients/partners ### 10. Helpshift is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Mariana G. | Process Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2023 **What do you like best about Helpshift?** I like the ease of use, the possibility of creating service categories and the integration with other platforms **What do you dislike about Helpshift?** Sometimes, it crashes and it can be really slow **What problems is Helpshift solving and how is that benefiting you?** It helps with customer service and bots can solve many situations ### 11. Marvel Snap- worst support client **Rating:** 0.0/5.0 stars **Reviewed by:** Christopher H. | Senior Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Helpshift?** Absolutely nothing @Steven L. He does not provide any customer support with responses **What do you dislike about Helpshift?** You deliver generic comments without supporting the platform you are assigned to **What problems is Helpshift solving and how is that benefiting you?** Am a marvel snap player and your support platform does nothing except provide generic responses with no real customer feedback. It's useless!!!! ### 12. Helpshift review **Rating:** 4.5/5.0 stars **Reviewed by:** Edward Benedict O. | Player Experience Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2023 **What do you like best about Helpshift?** The reports and tickets are well-organized **What do you dislike about Helpshift?** It has connection and loading issues. The site is not responding sometimes. **What problems is Helpshift solving and how is that benefiting you?** Can answer tickets efficiently and very time-saver ### 13. HelpShift is amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Maria R. | Assistente de CX, Enterprise (> 1000 emp.) **Reviewed Date:** July 05, 2022 **What do you like best about Helpshift?** Helpshift is a wonderful platform for serving my company's customers. I use it daily to provide incredible service and, thus, for the customer to leave satisfied. It is very intuitive and easy to use, in addition to the features being very comprehensive. **What do you dislike about Helpshift?** I know that all products are subject to instabilities. As I use Helpshift every day, I believe I can notice more. At times, the platform freezes, sends duplicate messages to the client, and even the redistribution of chats stops happening automatically. However, this does not affect the final product. **What problems is Helpshift solving and how is that benefiting you?** Helpshift benefits me daily, as it is through it that I am able to provide efficient customer service. Furthermore, it is an incredible platform that allows us to organize and separate service requests by themes. ### 14. A tool that facilitates communication with the customer. **Rating:** 4.5/5.0 stars **Reviewed by:** Lucas A. | Assistente de Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Helpshift?** It is a very useful tool in the customer service function. Helpshift has the availability of online messages, in addition to the functionality of sending attachments and images. We always seek to make the best delivery of our communication service when representing our product and the tool provides us with a facility for this, so it helps a lot. One of the things I like the most is also the dynamics of the bot implementation, which facilitates the inclusion of quick and practical questions that help when starting a new chat with the customer. It is also possible to book another professional in the service we are performing, so he can follow the service and support the treatment, in addition to being able to include notes that can help in a future conversation and use as a note also in the resolution of that service. **What do you dislike about Helpshift?** Sometimes messages don't reach the client. We carry out the shipment, the customer continues talking to us, but does not receive our lines. The design also appears to be a little outdated. There may be some option to change the background, colors, fonts of the letters that make the tool more dynamic. The way to filter demand queues could be more elaborate, so we could organize the tool more in a visual way. **Recommendations to others considering Helpshift:** I recommend Helpshift, as it is a platform that keeps the company always connected with the online customer. Help solve problems and clarify doubts immediately. In addition to being able to add bots that help in the search for necessary information that make the person responsible for the service more prepared when starting a new chat with the customer. **What problems is Helpshift solving and how is that benefiting you?** Today we use the tool to chat with our customers through our product app. The tag function is one of the benefits that help us to raise the questions that most make the customer make this contact. We were also able to put a color filter to determine if a chat has already been answered or if it is still waiting for an answer, set up a transfer to another agent, so the customer doesn't have to wait too long for a response. It is also possible to work with bots in the tool, we were able to automate some trades. Thus, we aim to make our service more optimized. ### 15. Helpshift review **Rating:** 5.0/5.0 stars **Reviewed by:** Kate Lynne M. | Player Support Shift Lead, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2023 **What do you like best about Helpshift?** Its features, can easily navigate tickets. **What do you dislike about Helpshift?** Issues with connection and not responding sometimes **What problems is Helpshift solving and how is that benefiting you?** Can answer tickets efficiently as it has categorization ### 16. The Top Mobile Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas S. | Global Head of Player Experience, Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Helpshift?** The ability to automate and provide strong self-service options while simultaneously collecting all necessary information to ensure agent support is fast and effective. **What do you dislike about Helpshift?** Helpshift's roadmap over the past couple of years have covered all the major gaps that I saw with the product, so there isn't really anything I dislike about it today. **Recommendations to others considering Helpshift:** Helpshift has been a great partner **What problems is Helpshift solving and how is that benefiting you?** Collecting as much data as possible to help us support the player without the player needing to manually submit that data ensures accurate information is provided while also creating a strong player experience. The high level of automation allows us to scale in a cost-effective way and the ongoing improvements to chatbots and other functions make it easier to set up and maintain these automations. The ease of integration is also a major differentiator that helps solve the issue of getting resourcing in time to implement support solutions in our products. ### 17. Very comprehensive in-app customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Tiago M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** We're using Helpshift with Unity for in-game support for all our titles. Being a platform on which the players can contact the support directly inside the game is definitely the most important aspect of this tool. Previously, we sent the players which need support to a web portal, and this disrupts the experience. **What do you dislike about Helpshift?** As with almost all external SDKs, the integration, despite being easy, presents a number of challenges. First, QA teams have to be extra careful with the build review, to make sure that no new bugs are being introduced into the game because of Helpshift. Secondly, the price can be high for indie and small developers. **What problems is Helpshift solving and how is that benefiting you?** We're looking to improve our customer support experience with Helpshift. And Helpshift helps us Not only by showing a frequently asked questions page to the players, but also being able to reply to the players directly in-game. ### 18. Helpshift allows us to engage with our customers **Rating:** 4.0/5.0 stars **Reviewed by:** Ryan M. | Ad Quality and Monetization, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Helpshift?** Helpshift allows us to organize, prioritize, and engage with customer communication in a very effective way. It collects messages from our titles as well as emails from our website, tags them, and filters them however we want to see them. It makes it easy to communicate with our players through personal messages or quick replies to common issues and questions. **What do you dislike about Helpshift?** I wish there was a way that Helpshift could translate communication from different languages into English and then back again. I also wish we could figure out how to block spam messages that come from inside our games. We can do it with emails, but not with messages from within the games. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is our vehicle for customer service and makes it easy to communicate with our customers. The process can be tedious and time-consuming, but Helpshift makes it far more efficient. ### 19. Helpshift: A good entry point for chat and email support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2022 **What do you like best about Helpshift?** Helpshift is intuitive. Depending on your access, you may be able to review tickets handled by your colleagues and learn from their experiences. Additionally, Helpshift is shown to be extremely reliable with minimum Downtime. **What do you dislike about Helpshift?** Helpshift could be overwhelming sometimes due to the number of possible Smartview/Segmentations available for each member. Helpshift's also do not show the number of minutes in the ticket's age if it it's already shown in hours. **What problems is Helpshift solving and how is that benefiting you?** Helpshift primarily helps us manage our CS requests. As one of our goals being response time; Helpshift's ability to show the age of each ticket helps in keeping track of this goal. ### 20. Helpshift review **Rating:** 4.0/5.0 stars **Reviewed by:** Sergey L. | Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Helpshift?** I like the visual simplicity of the product. It is easy to talk to our customers, and send attachments and images. It can be well integrated with so many different systems. **What do you dislike about Helpshift?** Previously it took us some time to reach out to the engineers to get the solution for a critical issue we had. Also, I would like to have the ability to get the raw statistical data to build our own reports on our side on the fly. **What problems is Helpshift solving and how is that benefiting you?** Our customers communicate with our agent using Helpshift integrated into the app and website. Also, we use FAQ to answer the most popular questions and requests. Automation rules and bots help us to organize the customer inquiry flow. ### 21. Everything my team needs to provide excellent client service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Veterinary | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Helpshift?** Ease of use. Once I gained familiarity on the platform, much of what I needed to do was intuitive or I could enlist help via their Live Chat technical support feature. We also have a dedicated account manager. With Tim, we can lay out our problem and he advises us on the best course of action to maximize efficiency while offering the best client experience. **What do you dislike about Helpshift?** Some aspects of Helpshift are simply over my head IT-wise and I need to ask for help. Thankfully, there are several avenues to get technical support. **Recommendations to others considering Helpshift:** Definitely have a list of what you need the platform to do and have them demo the features. It does way more than you think! **What problems is Helpshift solving and how is that benefiting you?** We are helping clients gain access to medical advice - NOT Dr. Google but licensed, credible medical professionals. Helpshift allows us to serve clients 24/7/365. Live Chat is the highest-rated client engagement service we have at our company month-over-month. ### 22. underpowered **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wireless | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2019 **What do you like best about Helpshift?** Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns. **What do you dislike about Helpshift?** * Missing features: this software works well for a very specific user-case (mobile games) but fails to deliver on features that come standard in the industry. Almost no support for bot/automation localization, limited customization options across the board, poor reporting option, etc. * Simple and routine tasks like updating a bot or changing an automation in Helpshift requires a lot of our resource-constraint team's time. * The same bug reported months ago haven't been fixed. * The team has been reticent about sharing updates (ex. they don't post release notes). * Their own web-based help center doesn't use Helpshift, which speaks volumes about the poor state of their software. **What problems is Helpshift solving and how is that benefiting you?** In-app chat SDK solution of moble app ### 23. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** James K. | Senior Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Helpshift?** The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI. **What do you dislike about Helpshift?** Slow response from support, especially on the integrations with other tools. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us understand the customers. It also allows us to easily respond to them faster. ### 24. Helpshift is an excellent platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Mariana G. | Quality Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Helpshift?** I like the ease of use, in addition to helping with service and enabling the insertion of FAQs within the platform. **What do you dislike about Helpshift?** I don't like when it shows slowness and duplicates the messages. **Recommendations to others considering Helpshift:** Helpshift is the perfect platform for customer service. In addition to being easy to use, it allows the integration of chat bots. **What problems is Helpshift solving and how is that benefiting you?** Assistance in the company's customer service and in resolving customer inquiries. ### 25. System work well for us, support is always fast to handle questions, address issues. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Market Research | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Helpshift?** No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees. **What do you dislike about Helpshift?** While it can handle multiple languages, it doesn;t easily allow locations specific customisation of content (eg if i want to show different FAQS in say TW versus AU - I can show different languages for same FAQs but not dif FAQs) . **Recommendations to others considering Helpshift:** Overall good platform for a standard service offering but be aware it's not easy to customise FAQs content by geography if this is important. **What problems is Helpshift solving and how is that benefiting you?** In App support - presentation of FAQs and an an in-App channel for logging help requests. ### 26. Good customer experience, but difficult integration and useless analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Helpshift?** The in-app chat feature has been a game-changer for our users. They can contact us from within the app, without exiting the app to fill out an online form. Users can interact with the bots we put in place and find self help solutions faster than they would if we didn't have this feature. **What do you dislike about Helpshift?** Transitioning from any CRM is a difficult task for any team. It required eng resources and months of work. The lack of analytics capabilities is one of my least favorite features of Helpshift. **What problems is Helpshift solving and how is that benefiting you?** We've implemented a lot more self-help using Helpshift. The benefit is we're deflecting tickets, helping users get support faster. ### 27. Using Helshift has been very straight forward and features have been easy to set up. **Rating:** 4.0/5.0 stars **Reviewed by:** Mikael S. | Player Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2022 **What do you like best about Helpshift?** The Helpshift customer support team is fast and reliable, and the custom bots feature. The FAQ and different FAQ tools are great, and a way to minimize email messages is also a lot. **What do you dislike about Helpshift?** Most of the success managers are based in US which causes me to stay available for late evening for business reviews etc, not a major issue but still something. As well, the feature cycle and some things such as quick replies etc have not been updated for a while, when it is a most used feature. **What problems is Helpshift solving and how is that benefiting you?** We are solving a problem of FAQ management and player support with Helpshift, we have realized that Helpshift is saving us money by us having less employees working in support. ### 28. Solid support CRM **Rating:** 4.0/5.0 stars **Reviewed by:** Albert O. | Project Manager, Player Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2022 **What do you like best about Helpshift?** The ease of use once the SDK is implemented is awesome. There's so much you can customize to create the experience you want for your users, from automation, segmentation, and routing. All the features have pretty robust guides to them so it's simple to set up. I think of it as the simplicity of Apple OS vs Android. **What do you dislike about Helpshift?** The only drawback is that the out-of-the-box BI platform they interface with is not super user-friendly. You can circumvent having to use Microsoft Power BI by using their APIs to ingest the data in your own data warehouse. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is helping my org to scale operations without needing to scale costs by providing avenues of self-service, and automation. ### 29. Helpshift review 2022 **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2021 **What do you like best about Helpshift?** When it comes to customer support, Helpshift is a very reliable tool. Even though I haven't had much experience with other tools, Helpshift provides everything you need for providing quality support. The platform is often being updated and new useful features are added. Helpshift team cares about their clients and I can always count on any support needed from their side. **What do you dislike about Helpshift?** Helpshift services are rather costly, but considering the quality of the platform and expertise of their employees, it's hard to consider the price a downside. **Recommendations to others considering Helpshift:** We have been using Helpshift for years and we haven't been thinking about any other options. Helpshift simply provides everything you can ask for regarding customer support. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift to provide customer support for our mobile games. There are hardly any issues with the app which helps us to provide the best support to our players. If players can have a seamless gaming experience, they will surely enjoy the games more. **Official Response from Exon Smith:** > Thank you, we are glad that you are enjoying Helpshift and able to help your users quickly and effectively! ### 30. Reliable, flexible platform that can get you to value quickly. **Rating:** 4.0/5.0 stars **Reviewed by:** Ben T. | Director, Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about Helpshift?** - Strong, flexible, reliable Salesforce Service Cloud integration. - Dashboard UX, especially the bot design tool is easy to use and understand. - Web and SDK are flexible and easy to install. **What do you dislike about Helpshift?** - Don't support new text channels out of the box (SMS, Whatsapp, Apple Business Chat) - Support is generally quick but SLAs and availability are not contractually committed to. **What problems is Helpshift solving and how is that benefiting you?** - Fast, scalable customer support in Web and App. - Robust case prioritization and routing logic (in conjunction with Salesforce) . - Easy self-triaging of case volume by end-user. ### 31. Helpshift, the platform of the future. **Rating:** 5.0/5.0 stars **Reviewed by:** Marco A. | Assistente da Qualidade, Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Helpshift?** Helpshift is an excellent platform for customer service, I use it daily to check the service interactions and to monitor correctly. **What do you dislike about Helpshift?** Sometimes it freezes and sends duplicate messages to the client, but nothing that affects the final product. **What problems is Helpshift solving and how is that benefiting you?** Customer service with efficiency, both with customer support and the person attending, easily integrates with the Playvox platform. ### 32. Easy Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Dev K. | Customer Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2022 **What do you like best about Helpshift?** The AI bots! AI bots are not a unique idea, but the way Helpdesk has implemented them has been exceptional. I have worked on various platforms which provided AI bots, but the experience was not quite fascinating. The AI bot installed in the software is very trained and helps the customer with their exact query and thus helps eliminate a lot of repetitive questions a Representative has to face. Also, the software streamlines all the information of the customers under one case so that unnecessary data work can be avoided and helps to provide the fast resolution **What do you dislike about Helpshift?** Sometimes it becomes hard to toggle from one case to another, hwevere not much. At the most part, the software is super awesome **What problems is Helpshift solving and how is that benefiting you?** When customers cover for queries via any of the one channels like chat, cal,lor email, I don't have to ask customers to repeat the whole past conversation with us as the software itslef streamlines all the past coversation below one case help to provide the resolution in the targeted SLA. Customers get really impressed with the speedy resolution **Official Response from Exon Smith:** > Hi Dev! Thanks so much for your review. It was wonderful to read about your positive experience with Helpshift. In your answer to the question "what do you like best?", you wrote "Ai bots are not a unique idea, but the way Helpdesk has implemented them has been exceptional". We think you meant to write "Ai bots are not a unique idea, but the way HelpSHIFT has implemented them has been exceptional". Our product team worked very hard to implement our bots in a seamless way, and it is so good to hear that the time has paid off! ### 33. A game changer if you value customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Graeme W. | Co-founder and COO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** Helpshift has an excellent user interface that enables quick and simple deployment of Q&A, management of client requests, and visibility of trending issues. Our support team work well with the system and our app, which has over 50+ million downloads now, relies on Helpshift to deliver updated information to clients without having to submit new builds via the app stores. **What do you dislike about Helpshift?** It would be great if they could automate the language translations, so we didn't have to copy-paste into google translate. **What problems is Helpshift solving and how is that benefiting you?** We use Helpshift to deliver timely updated new information to our app users without having to push new updates etc. ### 34. Very good! **Rating:** 5.0/5.0 stars **Reviewed by:** Isadora P. | Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2022 **What do you like best about Helpshift?** Helpshift is practical and easy to visualize. **What do you dislike about Helpshift?** Letters and small text locations that could be improved. **Recommendations to others considering Helpshift:** Excellent **What problems is Helpshift solving and how is that benefiting you?** Customer service ### 35. A complete tool for Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Guilherme B. | Head of Customer Success & Onboarding, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Helpshift?** It is effortless to adjust the tool for your company's necessity. It has a lot of great modules and bots that help a lot with high demand. I don't believe there's any tool similar to it on the market. **What do you dislike about Helpshift?** The invoices are a little confusing at the beginning, but nothing to worry. They have a friendly financial and customer success team that can explain all the questions. **What problems is Helpshift solving and how is that benefiting you?** We had many incoming webchat messages that our attendants needed to answer per day about the same questions. With Helpsfhit, we automated that with some BOT and automation. Now we can focus more on strategy than just on the operations. ### 36. Powerful and simple tool for CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Ozan K. | Customer Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about Helpshift?** It's a very simple and powerful tool for CRM. I was hesitating at the start but I was adapted very quickly. Analytics and automation features are great as well. **What do you dislike about Helpshift?** Nothing so far. I definitely recommend it to my colleagues. I've used many other tools for gaming industry and I'd say that Helpshift is the most "complete" product on the market. **What problems is Helpshift solving and how is that benefiting you?** We can help our users very quickly with Helpshift and its powerful features. Especially automation, FAQ, and Custom Issue Fields sections are very useful for your reporting. **Official Response from Sarah Perrochat:** > Thank you Ozan, we are glad that you are enjoying Helpshift and able to help your users quickly! ### 37. Incredible and smart chatting platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Yasmin D. | Customer Experience Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Helpshift?** What I like best is the fact helpshift delivers a smart and intuitive service and turns out easier to the database understand each chat with the usage of AI as well. **What do you dislike about Helpshift?** What I dislike is the matter that some bugs and errors are being commonplace in my daily work. It's difficult to deliver a great service when you are facing this type of problem. So, for example, there're chats has already come to me with 10 minutes of waiting. This is not acceptable. **Recommendations to others considering Helpshift:** It's a great and fast chatting platform that counts on a lot of tools to provide the best service. **What problems is Helpshift solving and how is that benefiting you?** The problems I'm solving are the clients' demands, first of all, and providing lots and lots of information to our bot to develop more tags related to the service. Thus, chatting with clients can be more accessible as we forecast their problems. Also, the benefit includes fast response and transparency. ### 38. Very strong on its market but expensive **Rating:** 3.5/5.0 stars **Reviewed by:** Anh L. | Co-Founder & COO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Helpshift?** Multiple platforms on the help center Easy chat bot setup Very good UI and UX Unity plugin Good analytics Some good integration Good customer support **What do you dislike about Helpshift?** Expensive Lack of some platform support on the Help Center (Console, PC, etc.) Lack of some channels (Telegram, TikTok, etc.) **What problems is Helpshift solving and how is that benefiting you?** Multiple platforms on the help center Easy chat bot setup ### 39. Helpshift Rating **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2022 **What do you like best about Helpshift?** It's easy to use and intuitive for service staff. **What do you dislike about Helpshift?** The Helpshift could have more tools to control users. **Recommendations to others considering Helpshift:** It is a good tool of customer service, but it needs more development in the control of users. **What problems is Helpshift solving and how is that benefiting you?** It is a tool that facilitates instant communication with the customer. ### 40. Helpshift Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2022 **What do you like best about Helpshift?** Helpshift is an excellent one-stop-shop for CS requirements, from the moment a customer needs is served through ticketing through to resolution. **What do you dislike about Helpshift?** Currently, we are working through issues with applying bots and smart intents, but this is less a dislike and more something we are working to integrate to our satisfaction. **Recommendations to others considering Helpshift:** I would strongly recommend Helpshift to others considering a one-stop-shop solution for their CS needs. Helpshift only continues to evolve what they offer and will be even more helpful in the near future. **What problems is Helpshift solving and how is that benefiting you?** The biggest problem solved is our customers' being heard and valued. The benefit has been in increasing the speed at which we handle customer care, which makes us an industry speedster. ### 41. We're fans of Helpshift **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** The abillity to track tags through the analytics has helped us learn where we need to offer more support to our players. **What do you dislike about Helpshift?** We look forward to feature requests such as scaling images and video within FAQ support articles. We also look forward to seeing player FAQ journies. **Recommendations to others considering Helpshift:** This is great for our game at this time. Trials require a lot of setup, and support doesn't respond as quickly as we'd like. We've submitted feature requests but do not hear back. **What problems is Helpshift solving and how is that benefiting you?** We're answering questions players have before they ask them because of the analytic tools. We can see which articles are most visited and respond in articles before players reach out. ### 42. A daily-use platform that helps with the company's work. **Rating:** 5.0/5.0 stars **Reviewed by:** Juliana R. | Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about Helpshift?** I love that it is a platform used for the company's communication with customers. I love using it to be able to do my job and stay connected in real-time with the customers. We are solving daily problems through the platform, and with that, the company is always able to improve and see what issues are related to customers so we can improve daily. This is amazing. Not all platforms have the quality that this one has. We are always striving to surpass and deliver a better product in our company, and helpshift helps in the best possible way. I am very happy to be able to use and share my experience here. Keep improving and staying updated so that companies can always use and improve the issues within the company. Thank you for being the best. **What do you dislike about Helpshift?** There is nothing I don't like about this platform. I use it daily because of the company where I work and it helps me a lot. A platform that is always up to date. With that, I have nothing to complain about this platform. I love using it daily, helping me with the company's problems. **Recommendations to others considering Helpshift:** I recommend the platform, as it is a way to solve company problems and always stay in touch with the customer. It helps me daily, so I suggest other people use it in the company as a way to solve problems and assist in solutions, so that we make the company where we work better every day. **What problems is Helpshift solving and how is that benefiting you?** All the daily problems at the company where I work are solved by the platform, so it helps me a lot. I am happy to be able to solve all the company's problems through helpshift, it is very good. Working with a platform without having problems, since we already have to solve things daily, is excellent. I am happy to be able to use it every day for work! ### 43. Great customer service platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Vanessa G. | Analista de fraude nível III, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Helpshift?** Helpshift is an incredible tool for those who work in customer service. It enables message exchange, file sending, text organization, and also provides a shortcut for the client to send files. I can attend to multiple clients simultaneously. It is also possible to view the client's comments about the service and the overall evaluation, which becomes an incentive to improve my services. **What do you dislike about Helpshift?** Lately, the platform has been freezing a lot. The client cannot view the messages, and in other cases, we are not notified about the messages that the clients send. Apparently, the problem has been resolved. **Recommendations to others considering Helpshift:** An incredible customer service platform, with various possibilities and features. It will greatly enhance the organization/company. **What problems is Helpshift solving and how is that benefiting you?** Now I can send images and stickers to the client, making the environment more relaxed. I can also observe what I can improve in my service through client feedback. ### 44. Great for app support! **Rating:** 4.0/5.0 stars **Reviewed by:** LadyReyvn N. | Quality Assurance Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Helpshift?** The SDK integration pulling the data needed for troubleshooting crashes or reproduction steps to other issues is amazingly useful! **What do you dislike about Helpshift?** Not being able to customize the fields fully and being forced to accept some undesirable parts is a big downside. The Spanish translations for some of the forced fields are quite rude, and we can't change them. **What problems is Helpshift solving and how is that benefiting you?** Issues with not being able to find accounts has been resolved with the direct integration. We've also found some crashes and other issues through the logs that we are receiving. ### 45. Help Shift **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2022 **What do you like best about Helpshift?** Easy of initial integration for gaming platform (Unity) **What do you dislike about Helpshift?** Pricing is not the greatest compared to others (Zendesk), and support can give you run around (take weeks to get a dev on the call to troubleshoot). **Recommendations to others considering Helpshift:** ease of getting started, but not for price **What problems is Helpshift solving and how is that benefiting you?** Ease of initial integration and getting started. Unity plugin is a plus! ### 46. Reliable partners in ticket management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2022 **What do you like best about Helpshift?** The stability of the service. Effortless management of conversations with users, the abundance of automation and filter settings. Easy approach to the support and customer success teams. Availability of bots and AI features. **What do you dislike about Helpshift?** Internal analytics are pretty poor; some questions can be answered only using external services such as Power BI. Spam filters for email issues do not work as well as they could. If you work with the platform long enough, it's easy to get lost in all the automations and bots and filters and other settings. **What problems is Helpshift solving and how is that benefiting you?** Out-of-the-box support for multiple channels and apps. It helps us handle conversations with users from different platforms in one place and solve questions with FAQs before they are even asked. ### 47. The best Customer-Centric and Organizational Support tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about Helpshift?** This tool provides a lot of information about the team, agents, bots, faq, automation and has all the new tools to explore the productivity of the team as well with regular automation ideas. **What do you dislike about Helpshift?** Haven't come across anything which I would have disliked. It's a good tool overall. I would recommend 10/10 **Recommendations to others considering Helpshift:** You can explore this tool. It's a good to go with a clean and understandable UI. **What problems is Helpshift solving and how is that benefiting you?** Helpshift is providing very good support as well for the backend. The team helps in rectifying any issue as soon as possible without any delay. It also gives an easy way to interact with the customer one on one. Overall it's a complete customer support centric tool. ### 48. It has a lot of useful features, but I also see a lot of potential in it to expand current features. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Helpshift?** Mainly two things - that I'm able to create My smart views and that the Chat Support is in Helpshift - I don't have to search for it on another page. **What do you dislike about Helpshift?** It would be really helpful to have something like a note text field next to an automation - this way we could describe what that automation is responsible for, etc. **Recommendations to others considering Helpshift:** It is definitely worth it. Just try and you will find out on your own. :) **What problems is Helpshift solving and how is that benefiting you?** Mostly managing team's work by creating and managing automation and queues. We are also using bots which are helpful to decrease the number of tickets we receive. ### 49. Great product and helpful support **Rating:** 4.0/5.0 stars **Reviewed by:** Madison A. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2021 **What do you like best about Helpshift?** The interface is easy to use, there's a ton of features and the Helpshift team are more than happy to help out when any problems arise. It's constantly being improved and evolving, which is very much needed in the tech industry. **What do you dislike about Helpshift?** Some of the features could include samples on how they work. Not being able to block users who message outside of email. When using the search function, a lot of irrelevant matches can appear. This makes it hard to find secondary messages when searching for a name or key word. **What problems is Helpshift solving and how is that benefiting you?** We are able to direct all customer reported issues to the single system using embeds, links and in-app support. It handles spam automatically, freeing up time for our CS agents to just focus on the real messages. The in-game chat function is incredibly effective. It automatically gathers important information so we don't spend the first few messages requesting that data from the player. ### 50. EXCELLENT Support Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2017 **What do you like best about Helpshift?** Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff. **What do you dislike about Helpshift?** The interface. The review system also, it does not give detailed reviews from the clients, only a star rating. **What problems is Helpshift solving and how is that benefiting you?** Helpshift helps us pick up patterns with in game bugs. ## 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?source=search§ion=pricing&secure%5Bexpires_at%5D=2026-05-30+16%3A48%3A22+-0500&secure%5Bsession_id%5D=61263604-0675-45ae-8928-3b12ad5e8bb2&secure%5Btoken%5D=0fdc372dcf938ca4a00f6b62f5422b02f8c2d0167967772617c15ff72ba45d09&format=llm_user) ## Helpshift Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Responses** - Customization - Control - Route To Human - Menu bars **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Multilingualism - Quality - Real-Time - Artificial Intelligence - Self-Improving - Volume **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Channel** - Security - Omnichannel - Privacy - Anonymity **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Helpshift Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,590 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,693 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)