In Partnership With SelectHub
What is Helpshift?
The Conversational Customer Service Platform. Deliver next-generation digital experiences with personalized conversations powered by AI. Helpshift enables you to provide real-time, conversational and messaging-based experiences across the customer journey. By harnessing the power of machine learning, AI, and chatbots, Helpshift enables your team to deliver dramatically better service at scale while improving efficiency and cost.
Company Details
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In Partnership With SelectHub
Helpshift Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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89 Likeliness to Recommend
2
Since last award
100 Plan to Renew
77 Satisfaction of Cost Relative to Value
9
Since last award
Emotional Footprint Overview
+74 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Helpshift?
Pros
- Performance Enhancing
- Saves Time
- Enables Productivity
- Respectful
Cons
- Vendor's Interest First
- Under Delivered
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Workflow Management
Customer Self Service Capabilities
Analytics and Reporting
Mobile Customer Care
Agent Collaboration
Intelligent Search
Customer Service Knowledge Management
Multi Channel Support
Vendor Capability Ratings
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Business Value Created
Ease of Data Integration
Quality of Features
Availability and Quality of Training
Ease of Implementation
Breadth of Features
Vendor Support
Ease of IT Administration
Ease of Customization
Helpshift Reviews
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: IT Leader or Manager
Submitted Sep 2021
Customizable tool but requies your vision
Likeliness to Recommend
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Effective Service
Cons
- Commodity Features
- Inhibits Innovation
- Under Delivered
Please tell us why you think this review should be flagged.
Krishn G.
- Role: Consultant
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2021
Improve support with Help shift tool
Likeliness to Recommend
What differentiates Helpshift from other similar products?
The thing i like the most is clear interface complete to other tools. It's easy to get accustomed with it even for one who is starting working on it. Moreover the tag and queue system helps a lot.
What is your favorite aspect of this product?
For us it has been a very complete and effective software, providing solutions such as customer support, preferably sales, some type of service or contract, we can configure the system with total freedom, I love that it allows us to communicate with customers in different ways, it is nice That clients think that they speak to an agent when it is Helpshift that performs the service, is pleasant and for me this system is comprehensive.
What do you dislike most about this product?
Sometimes I feel that AI needs to be more precise as it gives sometimes result not related to what customers requested.
What recommendations would you give to someone considering this product?
It has a basic support compared to other platforms, it gives you better results, it's great. It has multiple tools and functions that allow you to improve the customer experience, establish solid communication, improve the reach of potential customers, save time for the entire work team, you can perform reports and analysis in addition to creating an online chat conversation to involve customer service representative as well as customer. Fully recommended for your company to obtain exponential growth.
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Reliable
Cons
- Under Delivered
Please tell us why you think this review should be flagged.
Diane L.
- Role: Public Sector
- Industry: Healthcare
- Involvement: End User of Application
Submitted Mar 2020
Easy to use, product fits into my everyday use.
Likeliness to Recommend
What differentiates Helpshift from other similar products?
Easier to navigate and understand
What is your favorite aspect of this product?
Functionality
What do you dislike most about this product?
Not enough use to dislike
What recommendations would you give to someone considering this product?
Functional, ease of use, cost
Pros
- Continually Improving Product
- Efficient Service
- Effective Service
- Inspires Innovation
Please tell us why you think this review should be flagged.
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