- Queues

- Views

- Easy settings

- Contact with Nikola

- Bots Review collected by and hosted on G2.com.

It is difficult to answer this question. Maybe choose other options for customer satisfaction survey? Review collected by and hosted on G2.com.

the multi functionality of it and it's customizability Review collected by and hosted on G2.com.

The queueing can be a bit flimsy and counterintuitive. Notification sounds are incredibly crude and annoying. Review collected by and hosted on G2.com.

These folks are very responsive, patient and friendly when it comes to customer service (both tech support and our account executives). They clearly aim to please and try hard. Review collected by and hosted on G2.com.

First, my company does NOT use Helpshift's analytic or campaign tools. My experience is only with the FAQ composition tools (the "Edit UI").

The Edit UI is feature-poor.

Graphics are not scalable and there is no control over their placement in the finished, displayed article. Also, when my illustrations are uploaded, their file names are discarded and replaced by automatically generated numerical names that are useless for my own reference when making later edits. Colored text and any choice of font are non-existent (except possibly at a higher price point?). There is also no "where-used" feature for tracking exactly where updated illustrations must be replaced.

That being said, the product DOES work well and above all is RELIABLE. Review collected by and hosted on G2.com.

It is easy to manage a multitude of cases using templates from your company's FAQ page. You can also assign cases to your colleagues depending on who's best trained to solve the issue. Review collected by and hosted on G2.com.

Transparency of who is working on what case is lacking, resulting in two CS agents answering the same inquiry at once Review collected by and hosted on G2.com.

Easy access for customer

Improved communication

KPI Tracking

Stats Review collected by and hosted on G2.com.

Tickets from the App and Web should be possible to merge under one account. Review collected by and hosted on G2.com.

Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience. Review collected by and hosted on G2.com.

Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends. Review collected by and hosted on G2.com.

I like that I am able to communicate with clients and If I need to review past conversations I have access to them. Review collected by and hosted on G2.com.

I don't like when you close a chat with a client, they can come back with another question but there is no notification that the client came back to the chat. Review collected by and hosted on G2.com.

It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options. Review collected by and hosted on G2.com.

I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue.

For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently. Review collected by and hosted on G2.com.

Helpshift is just so easy to use that when we are training new agents in using it, they are able to grasp everything so easily. Also, making reports, filtering tags and issues are also easy to do and see using helpshift. Sorting tickets is also made easy and this is so important in our line of work since we have to know which where our priorities are falling into. SLA is really important in our line of work, so being able to track these tickets is really important to us. Review collected by and hosted on G2.com.

I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue. Review collected by and hosted on G2.com.

helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level.

As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels.

I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb

PowerBI is fast and accurate and overall I would recommend Helpshift to anyone. Review collected by and hosted on G2.com.

The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes. Review collected by and hosted on G2.com.