We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.
The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.
Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.
Likelihood to recommend: 7/10
HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.
Helpshift is a great user experience, and integrates easily with our products. The easily updatable FAQs have been a massive win for me over other competing products.
The analytics are thin and not quite usable. Management of user roles is extremely limited and messy (not able to add admins to groups). Views are a nightmare to manage as an admin and its far to easy to break them.
Likelihood to recommend: 8/10
It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.
The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.
it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.
Likelihood to recommend: 6/10
Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.
No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,
Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.
Likelihood to recommend: 9/10
The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues. The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.
Easy to use in the game and quite easy integration
Likelihood to recommend: 9/10
Helpshift's pricing model is based off of completed customer service interactions -- meaning you only pay for the issues that you resolve with Helpshift. Agents are completely free!
Reducing churn and promoting engagement are at the top of every company’s to-do list. Helpshift is a web-based solution that helps organizations work toward those goals with advanced tools designed to improve mobile customer service and simplify customer support operations.
Product managers, c-level executives, app developers, and customer support managers can use Helpshift to promote loyalty and engagement, understand customers beyond traditional tickets and ratings, and feel more confident knowing they’re making the right product decisions. Key features include automations, searchable native FAQs, in-app messaging and chat, and push message campaigns. Helpshift also provides managers with the ability to organize tickets by sorting issues and segmenting issues based on priority, language, and issue status.
Helpshift solves issues quickly with direct two-way customer messaging and native FAQs, which deflect up to 90% of tickets. The cloud-based solution delivers scalable customer support for both web and mobile apps, with an SDK that’s installed on more than 1.3 billion devices worldwide.
Organizations that use Helpshift can expect reduced mobile churn, along with improved loyalty and engagement. In order to achieve this, the app relies on a combination of ticketing, native FAQs, in-app chat, in-app campaigns, and in-app surveys. When mobile users have issues with the apps they’re using, Helpshift provides them with the ability to report bugs or find solutions to their problems without having to Google to search for answers.
Advanced capabilities within Helpshift are designed to prevent app users from sending blank messages or spam messages to developers. In order to send a message, the app must be installed on the user’s device and the user must describe the problem he or she is experiencing. Helpshift’s SDK also provides a significant amount of user information, which agents are able to use to diagnose and resolve customer queries in an efficient manner. Customer meta data is also available to segment and prioritize issues based on the behavior of individual app users.
Smart Views are an important part of Helpshift, since they provide agents with a way to segment issues based on tags or other criteria. Tickets can be assigned to certain agents based on topic, language, or urgency, and they can be organized in a way that prioritizes the support offered to a company’s most valuable customers.
Using the Smart View editor, you can segment incoming tickets by priority, language, or issue status. You can use the multi-select feature to create Smart Views with multiple options, as well. Or, you can create a single Smart View to see only iOS issues for multiple apps or only those issues that are in need of a response. One of the most strategic ways to take advantage of this feature is by creating a Smart View with issues that need to replied to urgently.
Helpshift’s automations keep teams on track. Agents are able to automate responses and set up assignment rules based on pre-defined business logic. The automation feature provides busy teams with a way to quickly sort and process incoming issues without the need for additional staffers or resources.
Helpshift’s automation feature can be broken down into two main solutions: new issue automation and auto-resolve automations. New issue automations are messages that go out to app users automatically based on the metadata they provide, and they are ideal for teams that manage a high volume of tickets. Meanwhile, auto-resolve automation sends messages to users who haven’t responded to issues after a pre-determined period of time (like 7 days or 2 weeks). This feature was designed to aid organizations in improving customer satisfaction rates.
With searchable native FAQs, app users don’t have to scroll through pages and pages of text to find the answer to their questions. Instead, a search bar brings up suggestions for user as they type in real-time. Helpshift’s native FAQs are localized in 34 languages, and they support rich media, like video and images.
In-app FAQ pages serve as an invisible assistant for app users, enabling self-sufficient users to find their own answers to questions without any delays or response times. Opting for a native FAQ solution means your users will be able to search and view content without having to download it from the web. Native FAQs also establish a feedback loop to help you refine your content based on customer search habits and preferences.
Helpshift facilitates direct two-way communication between users and support agents or developers. This communication occurs in a way that looks and feels native to the app’s experience.
Use the in-app messaging and chat feature to have direct conversations with your users. Your agents can use canned responses to reply to common questions faster with standard responses. In-app messaging also helps you collect feedback at scale, with the ability to re-direct unhappy customers to leave feedback with your support team rather than posting a negative review online.
Push messaging campaigns provide a way for developers and agents to proactive engage every customer who launches their mobile apps. Often, this means sending out things like version update notifications, in-app surveys, special offers for high value users, and solicitations for in-app feedback.
If you sit back and watch how users interact with your app at scale, you’ll be better prepared to send highly-personalized messages based on user actions and behaviors inside the app. For example, if it looks like a particular user is getting stuck on one level of your gaming app, then you could send him a guide for completing that level or an in-app survey to find out what’s stopping him from moving forward.
New users can install the Helpshift SDK quickly with the Helpshift Integration Assistant app or they can opt to install the Helpshift SDK manually using the company’s integration guide.
Small organizations can take advantage of Helpshift’s Starter plan for free. Upgraded features are available with the company’s Pro plan, which costs $150 per month for up to three team members. An Enterprise plan with custom pricing is also available for larger organizations.