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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Very focused solution for gaming companies looking for an SDK integration. The bot flows are very helpful in proactively addressing user concerns. Review collected by and hosted on G2.com.

* 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. Review collected by and hosted on G2.com.

The UI design is easy for agents to use. Reporting-wise, it makes great use of Power BI. Review collected by and hosted on G2.com.

Slow response from support, especially on the integrations with other tools. Review collected by and hosted on G2.com.

I like the ease of use, in addition to helping with service and enabling the insertion of FAQs within the platform. Review collected by and hosted on G2.com.

I don't like it when it shows slowness and duplicates the messages. Review collected by and hosted on G2.com.

No system downtime, works as expected once integrated, HelpShift support are always quick to respond. they are also somewhat flexible on service package fees. Review collected by and hosted on G2.com.

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) . Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.