Helpshift

About Helpshift

Helpshift is a mobile-first customer service platform. It delivers a tremendous in-app help experience for many of the world's top mobile apps and mobile games. Helpshift pioneered in-app messaging for the support that works like modern mobile messaging apps, ensuring users never leave the app. Using bots, Helpshift can automate up to 90% of user issues, improving response times while reducing costs. All of this is delivered out-of-the-box via a simple, lightweight, and easy to integrate SDK. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family.

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Pricing

Free Trial Not Available
Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

79%
Momentum

65%
Popularity

88%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

Online

Helpshift Awards

# 18 Highly Rated Live Chat Software
Q3 2021

# 13 Fastest Growing Software Live Chat Software
Q3 2021

# 14 Most Popular Software Live Chat Software
Q3 2021

Helpshift Features

Show Feature Explanation

Show Missing Features

Live Chat Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%

Visitor Targeting

Helps you to identify frequent visitors, so that you can proactively reach out to them by sending a pop up message

Transfers

Transfer of calls from one operator to another with just one click

Shortcut Messages

Create shortcuts for the commonly used replies in order to save time

Persistent Chat

Creating a subject-based group conversation that persists over time

Offline Form

This feature allows your visitors to submit their questions when your agents are not available online

Knowledge Database

Lets you have an access to all your past chat history and documents

Co-Browsing

Your agents get to view the visitor's browsing screen, cursor movements, and clicks. It helps in understanding the visitor's behavior as well as helps in solving problems quickly.

Call Me Option

Allows your visitors to speak to your agents directly over the phone

Agent Scheduling

Schedules availability of your agents to ensure maximum utilisation of your staff

Video Chat

Make conversations more personal with video calling between your agents and your visitors

Help Desk Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Multi-language Support

Available in multiple languages to support global customers

Helpshift Pricing

Free Trial

Not available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

Starter Custom

Features

Web & Mobile In-App Messaging
Web & Mobile In-App Help Center
Mobile SDK Integration
Unlimited Help Center Articles and FAQs
QuickSearch Bot
Email Support
Text Messaging (SMS) Support
Agent Desktop
Single Sign On (SSO)
Out-of-Box Analytics and Reporting
Automated Issue Routing
Unlimited Agent Seats
Salesforce and Zendesk Integrations
Amazon Connect Integration
External Data and Systems Integration
60 API Calls per Minute

Growth Custom

Features

Includes features of Starter plan, plus
Customizable Bots
Visual Bot Builder
Issue-Routing Queues
Automated Agent Workload Balancing
Customizable Reporting
Team Management
SLA Management and Automations
Real-Time Operations
Analytics APIs
300 API Calls per Minute
FAQ Scheduling

Enterprise Custom

Features

Includes features of the Growth plan, plus
Intelligent Issue Classification
Intent-Based Routing
Named Customer Success
Manager
1,500 API Calls Per Minute
Feedback Bots

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 18/11/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Helpshift Reviews

User Rating

4.4/5 (Based on 461 Ratings)

Rating Distribution

Excellent
49.7%
Very Good
40.6%
Average
7.4%
Poor
1.5%
Terrible
0.9%

User Sentiments

User-friendly interface, Efficient workflow and ticket management, Extensive integrations, Comprehensive self-service options with FAQs and Bots

Occasional software bugs and glitches, Limited customization options for specific features, Lack of robust reporting functionalities, Mobile app limitations

Do You Use Helpshift?

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Review Summary

Helpshift is a popular customer service software praised for its user-friendly interface, ease of implementation, and comprehensive feature set. Reviewers highlight its intuitive design, customizable options, and strong reporting capabilities as key strengths. However, some users mention limitations in customization and integration with third-party systems. Overall, Helpshift is highly regarded for its ease of use, robust functionality, and ability to enhance customer support efficiency.

Pros

Easy to use and intuitive interface.
Helps to improve customer satisfaction.
Automates customer service tasks, saving time and money.
Helpshift has strong knowledge base and community support.

Cons

Some users find the pricing to be expensive.
Reporting & Analytics could be more robust.
It can be difficult to integrate Helpshift with other systems.
Helpshift can be slow at times, especially when dealing with a large number of tickets.

Helpshift Reviews

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