--- title: Helpshift Reviews meta_title: 'Helpshift Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 381 reviews by the users' company size, role or industry to find out how Helpshift works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 381 scale: '5' date_modified: '2026-07-12' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # 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 value the **ease of use** of Helpshift, simplifying ticket management and enhancing customer interactions. (3 reviews) - Users value the **clear ticket management and automation tools** of Helpshift, enhancing efficiency and customer experience. (3 reviews) - Users value the **efficient case management** in Helpshift, enhancing organization and improving customer experience through automation. (2 reviews) - Users value the **efficiency** of Helpshift, thanks to its ticket management system and automation tools streamlining support tasks. (2 reviews) - Users value the **navigation ease** of Helpshift, finding it simple to track and manage 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 experience **connection issues** and occasional unresponsiveness, impacting their overall usability of Helpshift. (2 reviews) - Users experience **software unresponsiveness** , facing issues with connection and loading that hinder their experience. (2 reviews) - Users find the lack of a mobile app and **difficult navigation** on smartphones frustrating and limiting. (1 reviews) - Users face **downtime issues** with Helpshift, experiencing connection problems and unresponsiveness at times. (1 reviews) - Users feel that the **reporting features lack detail** , particularly in tracking agent performance and customer satisfaction trends. (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 ## 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/helpshift-review-3700703?section=pricing&secure%5Bexpires_at%5D=2026-07-13+02%3A04%3A50+-0500&secure%5Bsession_id%5D=243f59f3-4e65-402b-ba27-5ed8487b7aac&secure%5Btoken%5D=f34df93fad0d09b94e350c48e360fa7bb878f8e159a5e78a03e36bc9fd80d2ab&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 (6,647 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,715 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)