SS

Sharlene S.

Director of Operations

Small-Business (50 or fewer emp.)

8/3/2024

"Commendable attention to client needs."

4/5

What do you like best about Helpwise?

The management of tickets perfectly aligns with our requirements for handling emails and texts. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

The continuous need to refresh the website. Review collected by and hosted on G2.com.

MR

Mario R.

Investor

Small-Business (50 or fewer emp.)

6/25/2024

"Excellent customer service platform"

5/5

What do you like best about Helpwise?

The app is extremely lightweight which enables us to move quickly. The support from the Helpwise team is off the charts helpful and responsive. We shopped many solutions and I highly recommend this app for anyone that wants to implement a universal inbox and effective customer service solution. Also love the integration with JustCall. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Lots of small bugs, but the team fixes them quickly. Really could use some work on the mobile app! Review collected by and hosted on G2.com.

UC

Verified User in Consulting

Small-Business (50 or fewer emp.)

2/19/2024

"Getting better and better"

5/5

What do you like best about Helpwise?

The ticket functions, I will explain later why. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

The chat. It only creates a ticket which isn't fast enough. Review collected by and hosted on G2.com.

What problems is Helpwise solving and how is that benefiting you?

To be honest, in the beginning there were always small problems on the desktop and very big problems on Android. To be honest, the Android app used to be completely unusable.

That has changed dramatically. Everything works perfectly. All known bugs have been fixed. Further development requests have also been implemented.

So, now to the topic, what does Helpwise actually do? We mainly use it as an e-mail program and wiki. The advantage with the e-mails is that I can see if someone is already working on it and I can write comments on the e-mail, which the person can see immediately - but the e-mail recipient cannot.

Another function we like to use is "snooze". This allows me to save emails for later and have Inbox Zero!

The third important thing is rules. Emails can be assigned to an employee depending on the sender or content, for example, or the system automatically attaches a note for us.

The fourth is text modules with variables. So I can insert ready-made text modules with 2 clicks, which automatically contain certain data. Or send a standard contract with 2 clicks without having to upload the attachment every time.

The fifth thing we use is the integrated wiki. Our customers love it. And lastly, we have built an API interface to our customer management and can see all important customer data next to the ticket. Review collected by and hosted on G2.com.

AH

Alma H.

Outbound Call Team Supervisor

Small-Business (50 or fewer emp.)

2/26/2024

"Helpful for managing marketing info box"

4.5/5

What do you like best about Helpwise?

Lots of automation to help make the most efficient and timely responses. I love all the reporting capabilities I recently got with updating our subscription. I also love the Salesforce integration and the customization the Helpwise team made to allow for all replied emails to be logged. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Sometimes it isn't friendly, but learned a hard refresh will fix most errors. Customer support used to be an opportunity due to the language barrier but scheduling a video call has helped eliminate this pain point. Review collected by and hosted on G2.com.

DS

Deep S.

Co-Founder

Small-Business (50 or fewer emp.)

11/17/2023

"Buggy and super basic functionalities"

0/5

What do you like best about Helpwise?

Ability to track and respond to all emails from one place Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Their UI is annoying. The app has tons of bugs. It doesnt look like its actively being worked on or maintained by Engineering support. Some of the most basic features that you expect from a paid platform are missing or they just dont work. eg. you ll end up adding multiple same tags to the email. The pagination functionality is buggy and as you move from 1 page to another, you ll find the same emails repeating when the page number is increasing.

We had a terrible experience when responding to a client email - the email sender name did not update to the Inbox email user so the client ended up getting an email from my name but someone elses email id.

Infact I dont know if this is just for my visibility or if the client actually sees this. Even in that case the UI is confusing.

The rules to auto close emails doesnt work.

RIDICULOUS!! I havnt see a more dumb platform for what its worth. Review collected by and hosted on G2.com.

MF

Majo F.

VA

Small-Business (50 or fewer emp.)

7/8/2024

"I am still learning"

3.5/5

What do you like best about Helpwise?

The chat box is where you can talk to people in the same inbox and share. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

It does not have video tutorials to understand the features. Review collected by and hosted on G2.com.

DW

David W.

CTO

Small-Business (50 or fewer emp.)

6/13/2024

"Great support every time I reach out"

5/5

What do you like best about Helpwise?

I have reached out with several techical support questions each time with helpful responses Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

There needs to be more email specific infomation like to/from addresses returned with the conversation api Review collected by and hosted on G2.com.

GB

Greg B.

Small-Business (50 or fewer emp.)

9/8/2023

"Helpwise is great!"

5/5

What do you like best about Helpwise?

It is very easy to use with very little learning curve. It functions very much like gmail and has many of gmails features. It also adds some great team sharing features. From a customers perspective it looks like an email, from a business perspective its a great ticket system. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Their mobile app while good has a few issues. Some times messages do not display right. These are generaly html heavy messages that are newsletters and things so it is not a huge deal. Occasionally we get one from a customer that we cant scroll to the bottom of. This is very rare and I blame the customer :) . Review collected by and hosted on G2.com.

AM

Verified User in Medical Practice

Mid-Market (51-1000 emp.)

6/12/2024

"Support during a change from Meta in our Whatsapp number"

5/5

What do you like best about Helpwise?

Issue follow up was all I expect when a problem is impact our service Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Support provided during the outage was excellent. So, nothing to add here. Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

3/21/2024

"Notifications received that are assigned to other team members (issue is being investigated)"

5/5

What do you like best about Helpwise?

We recently switched from Helpscout and I like that we are able to see in real time if a user has viewed a chat or not. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

I think that there are a lot of folders, and that is something that I will need to get used to. I get a bit confused and sometimes have to click around until I find the section that I am looking for. I don't think it has anything to do with the functionality of Helpwise, it is simply me getting used to a new product. Review collected by and hosted on G2.com.