Helpshift

Helpshift

(27)
3.9 out of 5 stars

Mobile in-app help desk. Delivers scalable customer service in your #mobile apps & websites. CRM for mobile enabling customer conversations inside your app.

Work for Helpshift?

Learning about Helpshift?

We can help you find the solution that fits you best.

Helpshift Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

81%
(Based on 14 reviews)
Response Automation

Respond to common requests with standard reply

83%
(Based on 14 reviews)
SLA Management

Service Level Agreement Management

Not enough data available

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

82%
(Based on 13 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

82%
(Based on 12 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 12 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

90%
(Based on 12 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

93%
(Based on 6 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

Not enough data available

Community Forums

Enables users to engage with other users to solve common issues.

Not enough data available

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

79%
(Based on 5 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

85%
(Based on 10 reviews)
Notifications

Delivers notifications to both sides of the conversation.

85%
(Based on 11 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

83%
(Based on 9 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

90%
(Based on 11 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

91%
(Based on 5 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

93%
(Based on 6 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

94%
(Based on 8 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

91%
(Based on 8 reviews)
Internal Use
Customization

74%
(Based on 12 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

95%
(Based on 9 reviews)
Lead Development

Enables employees to denote potential customers.

96%
(Based on 7 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

94%
(Based on 8 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

89%
(Based on 7 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

79%
(Based on 8 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

82%
(Based on 10 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

87%
(Based on 13 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

94%
(Based on 8 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

n/a
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

73%
(Based on 6 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

Not enough data available

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

85%
(Based on 8 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

91%
(Based on 5 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

82%
(Based on 5 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

82%
(Based on 14 reviews)
Dashboards

81%
(Based on 14 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

74%
(Based on 12 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

73%
(Based on 5 reviews)
Internationalization

70%
(Based on 5 reviews)
Performance & Reliability

82%
(Based on 5 reviews)
Integration APIs

Not enough data available