Helpshift is very helpful and easy to access, with analytics as well to review incoming tickets and other information. Catering players also comes easy with ready-to-send FAQs and easy-to-use response fields. Setting up new members also come easy with just their email addresses. Viewing tickets also comes at ease with the contents of a support ticket all in one place. Review collected by and hosted on G2.com.

There's actually nothing to dislike about Helpshift. Everything is prepared. What I probably wish to see in Helpshift is easy exporting of data, particularly ticket data, for external review. Review collected by and hosted on G2.com.

One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient. Review collected by and hosted on G2.com.

I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month.

We have macros available to the whole team, but it'd be great to have keyboard macros as well. Review collected by and hosted on G2.com.

The organizational process is relatively easy once you learn the work flow.

Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support.

The Analytics section covers all the baseline info I like to see and more. Review collected by and hosted on G2.com.

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs.

FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer. Review collected by and hosted on G2.com.

Clarity of the interface is my favorite part Review collected by and hosted on G2.com.

Focus is shifting away from customer support Review collected by and hosted on G2.com.

I like that HelpShift is easy to use. It does not take long to get used to the process of answering and closing chats. I also find the search feature very helpful, it makes it easier to locate a certain chat with only a few keywords. Review collected by and hosted on G2.com.

I dislike that we do not have the option to delete/unsend chats that have been sent. I also dislike that there is no notification to indicate that a customer has returned back to a chat, which makes them end up waiting for quite some time before they get a response. Review collected by and hosted on G2.com.

I like that you can segment your users, provide precreated response and being able to link to your FAQs Review collected by and hosted on G2.com.

I have no complaints, the program does everything we need it to do. Review collected by and hosted on G2.com.

I love the basics for Helpshift, it offers more of a basic and simple solutions when in regards to tickets, the way we can classify the problems/ tickets with certain tags is very helpful Review collected by and hosted on G2.com.

Comparing Helpshift to other programs you can easily tell where it falls a bit short. Less in-depth solutions and the management portions of the programme do not offer clean and organized roles. Review collected by and hosted on G2.com.

Helpshift has greatly improved our team's ability to stay connects to our users and provide them with answers and assistance quickly. The analytics are also extremely helpful for a team like ours who want to stay up to date with the amount of users asking for help. Review collected by and hosted on G2.com.

I dislike nothing about Helpshift. It has made my job as a support technician much easer. The ability to organize everything is also very helpful. Review collected by and hosted on G2.com.

The quick and dynamic way we have to interact with our users allows us to provide real-time solutions, offering a better customer experience with our frontline service. We have discovered that with this support platform, we optimize our productivity indicators and manage to control the overflow of unattended requests from large numbers of clients. Another aspect that is a plus in our services is the ease of being able to send documents and also receive attachments, which helps us determine what problems or inquiries the client is making.

Its ease of use has saved us significant resources like time, allowing us to train new employees on how to use Helpshift easily in a matter of hours compared to days or weeks, which is the case with most of the other programs we use. Very importantly, I love the quality of the assistance offered to my team by Helpshift's customer service. Review collected by and hosted on G2.com.

We have been able to experience that when making a schedule change for our customer service users, the chat service cycle is not completed, which has led us to create different schedules for each user. Not very good on mobile platforms, its user interface and part of the user experience design may have some, for example, some interesting glitches. However, none of these issues affect security. Review collected by and hosted on G2.com.

i like Most the automation feature which helps us to gauge that the customer is idle or has not replied within a time bound manner. Also, time stamp of chats is also available so that whenever new customer kicks in , assignment of new chats is done. The interface is also so perfectly designed which caters to the required information appropiately Review collected by and hosted on G2.com.

the collection of chats tend to get messy as they get to be older by time. there's so much confusion while accessing older resolved issues. so, work needs to be done here. Review collected by and hosted on G2.com.