Helpshift

3.9 (29)
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Digital customer service platform and ticketing system

About 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.


Key benefits of 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.

  • Images

    Helpshift Software - Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
    Helpshift Software - Helpshift delivers actionable and critical data in a new dashboard
    Helpshift Software - Helpshift Analytics provide insight into a range of metrics
    Helpshift Software - Case management tools allow users to track customer issues
    Helpshift Software - Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
    Helpshift Software - Custom reports can be created
    Helpshift Software - The search functionality allows users to find relevant information from the knowledge base/FAQs easily
    Helpshift Software - Auto-responses aim to gather as much customer data as possible
    View 9 more
    Helpshift video
    Helpshift Software - Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
    Helpshift Software - Helpshift delivers actionable and critical data in a new dashboard
    Helpshift Software - Helpshift Analytics provide insight into a range of metrics
    Helpshift Software - Case management tools allow users to track customer issues
    Helpshift Software - Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
    Helpshift Software - Custom reports can be created
    Helpshift Software - The search functionality allows users to find relevant information from the knowledge base/FAQs easily
    Helpshift Software - Auto-responses aim to gather as much customer data as possible

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    Reviews

    Overall rating

    3.9 /5
    (29)
    Value for Money
    3.8/5
    Features
    3.8/5
    Ease of Use
    4.1/5
    Customer Support
    4.1/5

    Already have Helpshift?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 29
    Fabiana
    Fabiana
    Overall rating
    • Industry: Outsourcing/Offshoring
    • Company size: 201–500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Effective Ticketing Software for Chats

    Reviewed on 20/02/2020

    We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay...

    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.

    Alternatives Considered

    Kustomer

    Reasons for Choosing Helpshift

    We were looking for a better tool for In App Messaging.

    Switched From

    Zendesk Suite
    Richard
    Overall rating
    • Industry: Computer Games
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Customer facing first

    Reviewed on 27/03/2017

    HelpShift has been a paradigm shift in terms of quality and up to date support for our users....

    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.

    Marcio Hoerlle
    Marcio Hoerlle
    Overall rating
    • Industry: Internet
    • Company size: 501–1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 6.0 /10

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

    Reviewed on 16/10/2018

    It does the basic job of getting a ticket and responding, splitting incoming tickets into queues,...

    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.

    Nikhilesh
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201–500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Review as a Team leader

    Reviewed on 20/08/2021

    Efficient

    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

    Alternatives Considered

    Salesforce Service Cloud

    Reasons for Switching to Helpshift

    In game support
    Abimbola
    Abimbola
    Overall rating
    • Industry: Entertainment
    • Company size: 51–200 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Artificial intelligence is the future,so is Helpshift.

    Reviewed on 06/09/2018

    Helpshift enable my organization communicate with customers more efficiently.While also assisting...

    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.
    Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..

    Cons

    We have used this for less than a six month period,however I have been satisfied with the quality of service so far.

    Showing 5 reviews of 29 Read all reviews

    Helpshift FAQs

    Below are some frequently asked questions for Helpshift.

    Helpshift offers the following pricing plans:

    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    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 has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Helpshift supports the following languages:

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

    Helpshift supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Helpshift integrates with the following applications:

    Campaign Monitor by Marigold, Constant Contact, Dropbox Business, Gmail, Google Analytics 360, Google Calendar, Mailchimp, Meta for Business, QuickBooks Online Advanced, Salesforce Sales Cloud, Twitter/X, Zendesk Suite

    Helpshift offers the following support options:

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

    Related categories

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