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Helpshift Logo

Helpshift

Digital customer service platform and ticketing system

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Helpshift Pricing, Features, Reviews and Alternatives

Helpshift product overview

What is Helpshift?

Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. By reducing the number of incoming support requests with an in-app knowledge base and leveraging in-depth user and device data to proactively engage mobile customers with targeted push notifications & in-app surveys, Helpshift’s customer care suite has proven to improve agent resolution times and increase user satisfaction with their in-app experience.

Key benefits of using Helpshift

  • Helpshift enables app users to send messages to teams running the app, without interrupting their own user experience.

  • Messages from users flow into the Helpshift dashboard in real-time, where teams can manage, prioritize and then respond to conversations quickly.

  • Helpshift sends push and in-app notifications to bring users back into the app, increasing app engagement.

  • With FAQs native and locally cached inside the app, users can access the FAQ even when they're offline. Users can self-serve and instantly find answers to their problems.

  • FAQs can be localised in multiples languages. Helpshift's mobile SDK can automatically detect the users language settings to deliver FAQs in the relevant language.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    Knowledge Base
    Chat
    Email/Help Desk
    Phone Support
    FAQs/Forum

    Training options

    Webinars
    Live Online
    Videos
    In Person
    Documentation

    Helpshift pricing information

    Value for money

    3.8

    /5

    28

    Starting from

    ic-pricetag

    No pricing info

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    Helpshift features

    Functionality

    3.7

    /5

    28

    Total features

    85

    10 categories

    Most valued features by users

    Reporting/Analytics
    API
    Third Party Integrations
    Chat/Messaging
    Reporting & Statistics
    Customizable Branding
    Multi-Channel Communication
    Live Chat

    Functionality contenders

    Helpshift users reviews

    Overall Rating

    3.9

    /5

    28

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7.57/10
    Rating distribution

    5

    4

    3

    2

    1

    9

    12

    4

    1

    2

    Pros
    We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent.
    Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM.
    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.
    Cons
    Customer service was terrible. The bait & switch pricing.
    On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff.
    Microsoft PowerBI as their reporting system was very hard to work with.

    Overall rating contenders

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7/10

    Share this review:

    Effective Ticketing Software for Chats

    Reviewed 2 years ago

    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.

    Pros

    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.

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10

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    Customer facing first

    Reviewed 5 years ago

    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.

    Pros

    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.

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend6/10

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    Good platfom to reply Mobile app support tickets, but it lacks features.

    Reviewed 4 years ago

    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.

    Pros

    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.

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

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    Review as a Team leader

    Reviewed a year ago

    Efficient

    Pros

    Ease of use Can create different types of views as per the requirement Reports and analysis

    Cons

    Can't export to tickets in excel Slow while assigning tickets in bulk

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

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    Advanced Chat Portal to use

    Reviewed 5 years ago

    Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

    Pros

    No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

    Cons

    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.

    Helpshift FAQs and common questions

    Q. What type of pricing plans does Helpshift offer?

    Helpshift has the following pricing plans:
    Pricing model: Free, Subscription
    Free Trial: Available


    Q. Who are the typical users of Helpshift?

    Helpshift has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    Q. What languages does Helpshift support?

    Helpshift supports the following languages:
    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian


    Q. Does Helpshift support mobile devices?

    Helpshift supports the following devices:
    Android, iPad, iPhone


    Q. Does Helpshift offer an API?

    No, Helpshift does not have an API available.


    Q. What other apps does Helpshift integrate with?

    Helpshift integrates with the following applications:
    Constant Contact, Google Analytics 360, Dropbox Business, Campaign Monitor, QuickBooks Online Advanced, Gmail, Twitter, Salesforce Sales Cloud, Meta for Business, Google Calendar, Mailchimp, Zendesk


    Q. What level of support does Helpshift offer?

    Helpshift offers the following support options:
    Knowledge Base, Chat, Email/Help Desk, Phone Support, FAQs/Forum

    Common Helpshift comparisons

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