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Helpshift Logo
Helpshift

Helpshift

Composite Score
7.2 /10
CX Score
7.0 /10
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Helpshift
7.2 /10

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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Awards & Recognition

Helpshift won the following awards in the Customer Service - Midmarket category

Helpshift Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Helpshift.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

2
Since last award

100 Plan to Renew

77 Satisfaction of Cost Relative to Value

9
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+73 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?

0% Negative
14% Neutral
86% Positive

Pros

  • Performance Enhancing
  • Saves Time
  • Enables Productivity
  • Respectful

Cons

  • Vendor's Interest First
  • Under Delivered

Feature Ratings

Average 77

Customer Service Workflow Management

81

Customer Self Service Capabilities

80

Analytics and Reporting

80

Mobile Customer Care

80

Agent Collaboration

77

Intelligent Search

75

Customer Service Knowledge Management

74

Multi Channel Support

71

Vendor Capability Ratings

Average 78

Product Strategy and Rate of Improvement

85

Usability and Intuitiveness

84

Business Value Created

82

Ease of Data Integration

80

Quality of Features

78

Availability and Quality of Training

77

Ease of Implementation

77

Breadth of Features

76

Vendor Support

75

Ease of IT Administration

74

Ease of Customization

71

Helpshift Reviews

  • Role: Information Technology
  • Industry: Gaming and Hospitality
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Sep 2021

Customizable tool but requies your vision

Likeliness to Recommend

9 /10

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Effective Service

Cons

  • Commodity Features
  • Inhibits Innovation
  • Under Delivered

Krishn G.

  • Role: Consultant
  • Industry: Retail
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Feb 2021

Improve support with Help shift tool

Likeliness to Recommend

9 /10

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

Diane L.

  • Role: Public Sector
  • Industry: Healthcare
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2020

Easy to use, product fits into my everyday use.

Likeliness to Recommend

10 /10

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

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