Helpshift Pricing, Features, Reviews & Comparison of Alternatives

Helpshift

Digital customer service platform and ticketing system

3.92/5 (26 reviews)

Helpshift 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.

Helpshift understands the importance of meeting customers in their preferred context and continues to makes it easier for businesses, large and small, to care for their customers through in-app FAQ's, in-app Chat, and relevant device data, to provide customer care throughout the mobile user's experience.
www.helpshift.com

Pricing

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 22 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all usersHelpshift — In App Mobile Help Desk & SupportHelpshift screenshot: Helpshift delivers actionable and critical data in a new dashboardHelpshift screenshot: Helpshift Analytics provide insight into a range of metricsHelpshift screenshot: Case management tools allow users to track customer issuesHelpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be trackedHelpshift screenshot: Custom reports can be created Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily Helpshift screenshot: Auto-responses aim to gather as much customer data as possible

Helpshift reviews

Value for money
Features
Ease of use
Customer support
  3.8
  3.7
  4.1
  4.0
Fabiana Hadrych

Effective Ticketing Software for Chats

Used daily for 1-2 years
Reviewed 2020-02-20
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Richard Kiernan

Customer facing first

Used daily for 2+ years
Reviewed 2017-03-27
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Marcio Hoerlle Lopes

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

Used daily for 2+ years
Reviewed 2018-10-16
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 6/10

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Peeyush Rai

Advanced Chat Portal to use

Used daily for 2+ years
Reviewed 2017-04-01
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Marcel Pordon

Helpshift has improved our support significantly

Used daily for 1-2 years
Reviewed 2017-03-27
Review Source: Capterra

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.

Pros
Easy to use in the game and quite easy integration

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Helpshift pricing

Pricing options
Free
Free trial
Subscription
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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!

Helpshift features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Multi-Channel Communication
Multi-Language
Reporting & Statistics
Social Media Integration
Support Ticket Management
Third Party Integration
Workflow Management

Alerts / Escalation (73 other apps)
Monitoring (108 other apps)
Real Time Monitoring (75 other apps)
Surveys & Feedback (87 other apps)

GetApp Analysis

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.


What is Helpshift?

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.


Who is Helpshift For?

  • Experience level: All experience levels
  • Industry: Finance, Retail/e-Commerce, Entertainment, News, Professional Services
  • Business size: Small businesses, Mid-size Businesses, Large businesses
  • Departments/roles: Product managers, C-level executives, App developers, Customer support managers
  • Budget/point: Free plans available
  • Example customers: Microsoft, Target, Zynga, Supercell, Flipboard, Viacom, Venmo

Main Features

Smart Views

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.

Automations

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.

Searchable Native FAQs

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.

In-App Messaging & Chat

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 Notifications

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.


Integrations

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.


Pricing

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.


Bottom Line

  • Delivers scalable customer support for web and mobile apps
  • Ensures the mobile experience stays in-channel and in-context
  • In-app chat allows users to communicate directly with prepared support agents
  • SDK installed across more than 1.3 billion devices
  • Aims to reduce mobile churn and build loyalty

Videos and tutorials

Additional information for Helpshift

Key features of Helpshift

  • @mentions
  • API
  • Activity dashboard
  • Application security
  • Artificial intelligence (AI)
  • Auto-responders
  • Business intelligence
  • CSAT
  • Campaign analysis
  • Campaign management
  • Case management
  • Chat
  • Chat bot
  • Client portal
  • Collaboration tools
  • Collaborative workspace
  • Customer accounts
  • Customer experience management
  • Customer history
  • Customer segmentation
  • Customer service analytics
  • Customer support tracking
  • Customizable branding
  • Customizable reporting
  • Data visualization
  • Email notifications
  • Employee management
  • Event triggered actions
  • Feedback collection
  • Full text search
  • Gamification
  • Groups
  • Help desk integration
  • Help desk management
  • Inbox management
  • Instant messaging
  • Knowledge base
  • Knowledge management
  • Mobile, native in-app chat
  • Mobile, native in-app messaging & push notifications
  • Multi-campaign
  • Multi-channel communication
  • Multi-channel management
  • Multi-language
  • Offline access
  • Performance reports
  • Prioritizing
  • Real time data
  • Reporting & statistics
  • Request routing
  • Rules based algorithms
  • Search functionality
  • Self service portal
  • Solicitations
  • Tagging
  • Third party integration
  • Ticket management
  • Trouble ticketing
  • Visual analytics
  • Workflow management
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Benefits

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.