It's been two months since this profile received a new review

Ronald J.

Small-Business (50 or fewer emp.)

11/6/2020

"Nice full-featured inbox management tool - loaded with features!"

5/5

What do you like best about Helpwise?

I like that Helpwise really combines the most important customer communication tools into one package. It has:

- Shared inbox for email and social media

- Knowledge base (for customers)

- Website chat plugin

- Multiple CRM and Slack integrations

They are continuing to developing an "Engage" tool that works like a bot for purposed communication (push style) with visitors. It really is a full-featured tool to complete with Intercom and Front.

I think one of the most overlooked features is templates. You can create response templates and include fields from the address book, which is really cool! That keeps your staff consistent in replies to difficult questions. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

The things I want are on the product roadmap. They are working on a more unified view for the inbox. I would like Gmail native integration (I believe this should be out soon as well). Review collected by and hosted on G2.com.

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

The shared inbox is super valuable to me. I manage multiple accounting clients, and often they give me an email address on their domain. It's quite overwhelming at all the communication channels we use. Helpwise helps me bring all those into one channel manager.

I really like the chat bot. It's helpful to have that as part of this product. It just consolidates one more communication channel into one tool. Review collected by and hosted on G2.com.

Helpwise Reviews & Product Details

Helpwise is an easy to setup customer service platform that empowers customer facing teams to drive revenue for businesses. The all-in-one platform streamlines customer conversations across various channels, including email, SMS, calls, social media, and live chat. Helpwise eliminates the need for shared logins and passwords, allowing your team to establish individual accountability. Collaborate easily on customer conversations by leaving notes or sharing drafts. Use self-service features such as help center and chatbots to reduce inbound customer queries and promote a culture of self serve among your customers. Setup Automation rules to reduce manual tasks and boost agent productivity. You can also gain insights into team productivity and CSAT with reporting & analytics. Helpwise integrates with 50+ tools so that the agents can have complete context about customers within the conversation.

Seller

Saas Labs

Discussions

Helpwise Community

Languages Supported

English

Overview by

Gaurav Sharma

Pricing

Pricing provided by Helpwise.

Standard

$12.00

1 User Per Month

Premium

$23.00

1 User Per Month

View More Pricing Information

Top-Rated Alternatives

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Helpwise Integrations

(1)

Integration information sourced from real user reviews.

Helpwise Media

Helpwise Demo - Handle all the mailboxes from one dashboard

Helpwise allows you to view and manage conversations from multiple channels from a single dashboard

Helpwise Demo - Collaborate with your teammates

Collaborate on customer queries with your team members by mentioning them inside conversation threads using Mentions.

Helpwise Demo - Prevent Double Replies and Duplicate Responses

Tracking which team member is reading the same email as you on the other end is impossible if you're not using a shared inbox. It can lead to problems like double responses and contradicting replies. Helpwise's inbuilt Collision Detection system helps in preventing this issue by showing you wh...

Using our Automation Rules feature, you can automate tasks like conversation assignments, email tagging, replies, forwards, and much more!

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Verified User in Accounting

Small-Business (50 or fewer emp.)

7/22/2025

"Keeps us organized and scaling simple!"

5/5

What do you like best about Helpwise?

Helpwise does exactly what we need it to do. As a team, it keeps us organized, allows us to be collaborative, and strengthens communication, especially as a remote and growing team. But what takes this platform to the next level is the level of support. Onboarding and implementing was super easy, any question I have is answered timely and with resolution, and when you're using a system that you rely heavily on to provide client service you don't want there to be any issues. Cannot recommend Helpwise enough, and thankful for their support team. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Genuinely can't think of any dislikes. Maybe that I don't use a lot of the platform but that's more user need at this time then dislike. Review collected by and hosted on G2.com.

Julio César L.

Consultor Recursos Humanos

Small-Business (50 or fewer emp.)

3/13/2025

"Excellent support and tool"

5/5

What do you like best about Helpwise?

The patience and support of Ashroof A as Helpwise technical support were very good in solving my problem, from a chat conversation to on-platform support. I have worked with Helpwise for years as my main mailing platform, which I recommend 100%. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

create more information to better utilize the tool Review collected by and hosted on G2.com.

Kassandra M.

Manager of Platform Operations

Small-Business (50 or fewer emp.)

9/10/2024

"Really enjoy helpwise for my team."

4.5/5

What do you like best about Helpwise?

Helpwise is quite efficent for our team, the colorful tags allows to be organized and the internal notes/discusions allows my team to collaborate on the tickets.

We use both the inbox and chat support feature every day and are generally quite satisfied with the tool. It's very easy to use and their support team is always very quick and helpfull. I would have have recommended helpwise to other companies.

It also has alot of integrations available, we use it to integrate with our CRM and project management tool. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Can be a bit buggy at times, like when trying to search with something under a specific tag sometimes it doesn't work. However, their support team is always quick to resolve this when I bring it to their attention, they respond very quickly! Review collected by and hosted on G2.com.

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

We needed a way to have all of our support tickets in one area, this allows us to do just that. We can easily view all inboxes under the 'universal inbox' and manage our tickets. Also love that we can have forms built in, we have a couple of these setup as well as we were struggling to find a way to have all of this integrated underone roof.

This system truly allows my team to provide support all in one place, which is exactly what we needed. Review collected by and hosted on G2.com.

Maria H.

Head of Customer Support

Mid-Market (51-1000 emp.)

7/30/2024

"Helpwise is the only solution we found that can support our unique business needs"

5/5

What do you like best about Helpwise?

Helpwise's team is friendly, responsive and offer quick solutions/resolutions when we reach out. Our organization is comprised of 18 (and growing) individual Saas brands and Helpwise is the only customer support solution that we have found that can support our needs for separation of brand assets in a single account. We are excited to continue to grow our organization with Helpwise and provide top quality support to our users. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

A few things that we look forward to Helpwise making available in the future:

I would like to see AI response suggestions to requests based on past tickets and our Help Center articles.

I would also like to have more options when it comes to our KPI's reporting in order to be able to drill down into our numbers and make an impact on response and resolution times.

The Help Center options are not very robust and it would be great to see more options for customization introduced including possible AI assistance as well as multi-language support in the Help Center. Review collected by and hosted on G2.com.

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

We migrated to Helpwise for its ease of use as well as its ability to support multiple, separate inboxes within one account where we have control over separating out the assets belonging to each brand so that we can have team members across our 300+ organization use a single tool (and single account) to support our users by chat and email. Review collected by and hosted on G2.com.

Mario T.

Head of Customer Service

Mid-Market (51-1000 emp.)

7/11/2024

"Helpwise is an easy-to-use and affordable customer service platform designed for growing teams."

5/5

What do you like best about Helpwise?

- Simple interface, similar to Gmail but more powerful

- Improves client communication and response times

- Helpful and caring customer support team

Our team uses Helpwise daily and so far it's the solution we like the most. The migration to it was easy and it was easy to integrate it with the rest of the systems we have (e.g. Jira). Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Some things can be rough around the edges, but it's just another chance for the HW team to shine. Review collected by and hosted on G2.com.

Carlos R.

CEO and Founder

Small-Business (50 or fewer emp.)

4/12/2024

"Helpwise delivers top-notch customer support and email client services."

5/5

What do you like best about Helpwise?

Being a company that is constantly in contact with clients, Helpwise represents the appropriate solution for us. The combination of email client, help center, support chat (web), and the many available integrations makes Helpwise an indispensable tool for our organization. It's easy to use, easy to implement, has excellent customer support, and easy integration, making us use it every day. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Despite all the benefits and integrations, the mobile version is in a very basic phase that requires much more development. Review collected by and hosted on G2.com.

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

Helpwise addresses various issues commonly encountered in customer service management. It streamlines customer interactions by integrating multiple communication channels like email, web chat, and a help center. This consolidation simplifies response times and enhances efficiency. Additionally, Helpwise offers automation tools and analytics reports, empowering users to optimize their support processes. Overall, Helpwise helps in improving customer satisfaction and streamlining support operations. Review collected by and hosted on G2.com.

Dhruv U.

Product Lead

Mid-Market (51-1000 emp.)

9/2/2024

"Comprehensive product with robust support"

4.5/5

What do you like best about Helpwise?

Unlike many other tools Helpwise is simple to understand and train the team on. My team was able to adopt Helpwise without any friction. The support is always quick to respond and could be relied upon to fix any problem asap. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Occasionally the platform faced loading issues and other minor issues - which were promptly addressed and fixed by Helpwise support Review collected by and hosted on G2.com.

Natasa D.

Small-Business (50 or fewer emp.)

2/6/2024

"Smooth experience, we like it, we'll continue using it."

5/5

What do you like best about Helpwise?

Streamlined Collaboration: Helpwise provides an excellent platform for team collaboration. Its shared inbox feature allows our team to seamlessly manage customer emails and messages, ensuring no communication falls through the cracks.

Intuitive Interface: The user interface of Helpwise is intuitive and easy to navigate. It didn't take long for our team to get accustomed to the platform, and the learning curve was minimal.

Excellent Customer Support: The customer support provided by Helpwise is exceptional. Whenever I encounter an issue or have a question, Ashroof is quick to respond and provides comprehensive assistance. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

Occasional Glitches: We've encountered occasional glitches and bugs while using Helpwise, which can disrupt our workflow. Although these issues are usually resolved quickly, they can be frustrating when they occur. Review collected by and hosted on G2.com.

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

Enhanced Customer Service: Helpwise improves customer service by providing tools and features that streamline customer interactions. This includes features like canned responses, email templates, and customer segmentation, which help provide timely and personalized responses to customer inquiries. By delivering better customer service, businesses can increase customer satisfaction, loyalty, and retention rates. Review collected by and hosted on G2.com.

Rhys L.

Founder + Visionary

Small-Business (50 or fewer emp.)

4/6/2021

"One of the best SaaS products I've purchased. Incredible product and value backed by a great team."

5/5

What do you like best about Helpwise?

Helpwise allows my team to communicate with inbound inquiries in a collaborative fashion quickly and without any fuss. It is easy enough to configure to 'just work' right away but has powerful features that we can implement at our own pace. For us, an essential part of any SaaS is the team behind it - both development and support. My experience with both has been great.

Update Jan 1 2024 - I had a technical issue when spinning up a new inbox for our most recent project and Uddeshya from their support team was able to quickly help me isolate and fix all issues I was encountering. It's refreshing to know that their support is still working to respond to inquiries and answer questions as soon as possible. Review collected by and hosted on G2.com.

What do you dislike about Helpwise?

One missing feature that I hope will be added is the ability to update or enforce indivudual agent's signatures. I feel that this is a gap - while agents can currently be instructed how to do this themselves, I feel that an admin should be able to make updates to or enforce policy around email signatures for agents. A lightweight signaure builder would be amazing - with variables like company logo / business phone / agent direct line / department / etc. We use scribe-mail.com for our email signature policy and this is a perfect solution to implement or emulate. Review collected by and hosted on G2.com.

Recommendations to others considering Helpwise:

Take a close look at the feature set and cost per agent when considering other platforms. In my experience, many platforms are difficult to implement, and prices quickly rise when onboarding agents to the platform. Helpwise is painless to implement, and I think the pricing structure is spot on. Finally, the customer support and development team are top notch and they are constantly taking feedback from actual users and improving their platform. Review collected by and hosted on G2.com.

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

We receive a large number of inbound inquiries from a variety of different individuals and organizations. Being able to quickly sort through and assign these to the correct agent or department is a critical process for our business. We have implemented other ticketing systems in the past (Zendesk) but found that the cost quickly scaled to a point where it did not make sense for a small business like ours. The pricing structure of Helpwise allows us to scale without worrying about adding new agents to the platform, and we have found that the feature set is quite suitable for our needs. Implementing Helpwise has allowed us to have oversight and business intelligence surrounding our inbound inquiries. Review collected by and hosted on G2.com.