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.
Most popular features of all Customer Service & Support apps
25 reviewers had the following to say about Helpshift's features:
Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration.
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.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.
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.
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).
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Pros
It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.
Cons
We had to contact support several times during set up, but they were helpful. Integration was the hardest part.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
For localized Customer Relationship Management it is the one solid product can give you what you want.
Pros
Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM. The dashboard also provides the feature for localizing your FQAs for users which is quite powerful.
Cons
If you’re using Helpshift for your mobile apps, SDK upgrades may need users permissions mostly for Android and iOS platforms.
Rating breakdown
Time used: 6-12 months
Frequency of use: Weekly
Likelihood to recommend
The ease of use and integration in-app and with push notifications is excellent.
Pros
Ease of use both from a customer's and agent's perspective
Cons
Pricier than other solutions
Rating breakdown
Time used: Less than 6 months
Frequency of use: Weekly
Likelihood to recommend
Recommendations to others considering Helpshift
Definitely ask about custom pricing.
We we're using the service when doing subcontracting for Suunto Oy Mobile App development project.
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.
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
there are no statistics at all to help managers to improve the service quality.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
The service itself is of good level, especially the integration in the game is of good value.
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
Their In App messaging is a life saver and extremely polished.
Cons
Microsoft PowerBI as their reporting system was very hard to work with.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Pros
It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.
Cons
Limited reports generation capabilities.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools.
Hopefully chat ops functions would be integrated in future.
Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.
Pros
In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product.
Cons
We have used this for less than a six month period,however I have been satisfied with the quality of service so far.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift.
Pros
Downtime or issue is less
Cons
Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering Helpshift
Naaa
We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system.
Pros
Design / function are the one which is like most. regarding design its simple and understandable. easy to use
Cons
There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Pain.
I used it all the time for customer support with the Splice App.
Their own customer service is also reliable and indeed helpful.
Once we moved to Helpshift from forums that we were using, for customer support, we never looked back!
The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.
I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient.
Pros
Easy to understand and helpful to work, most of the features are clear and simple.
Cons
Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
