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Helpshift

Helpshift

4.3
(153 reviews)

Messaging-based customer service platform leveraging Bots and AI. Delivers personalized, scalable customer service in your mobile apps, websites and other digital channels. Dramatically increase CSAT and lower cost to serve customers.

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Helpshift Features

Ticket and Case Management

Workflow

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

86%
(Based on 69 reviews)

Response Automation

Respond to common requests with standard reply

84%
(Based on 69 reviews)

SLA Management

Service Level Agreement Management

84%
(Based on 49 reviews)

Attachments/Screencasts

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

85%
(Based on 67 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

82%
(Based on 64 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

86%
(Based on 63 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 66 reviews)

Knowledge Share

Knowledge Base

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

91%
(Based on 56 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

90%
(Based on 46 reviews)

Community Forums

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

87%
(Based on 39 reviews)

Interactive FAQs & Forums

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

85%
(Based on 44 reviews)

Communication

Pop-up Chat

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

90%
(Based on 53 reviews)

Notifications

Delivers notifications to both sides of the conversation.

86%
(Based on 55 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

89%
(Based on 37 reviews)

In-App Messaging

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

92%
(Based on 50 reviews)

Interaction

Web Portals

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

87%
(Based on 51 reviews)

Forum to Reponse

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

n/a

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.

91%
(Based on 61 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

91%
(Based on 52 reviews)

Internal Use

Customization

83%
(Based on 57 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

92%
(Based on 44 reviews)

Lead Development

Enables employees to denote potential customers.

91%
(Based on 29 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

92%
(Based on 39 reviews)

Team Inbox

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

92%
(Based on 33 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

87%
(Based on 37 reviews)

Communication Channels

Customer Portal

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

87%
(Based on 56 reviews)

Email to Case

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

88%
(Based on 64 reviews)

Chat/Live Support

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

87%
(Based on 52 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

84%
(Based on 35 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

85%
(Based on 38 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

83%
(Based on 31 reviews)

Knowledge Base

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

85%
(Based on 47 reviews)

Ideas/Feedback

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

86%
(Based on 41 reviews)

Q&A

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

84%
(Based on 41 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

81%
(Based on 57 reviews)

Dashboards

81%
(Based on 60 reviews)

Platform

ITIL Compliance

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

87%
(Based on 9 reviews)

Mobile User Support

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

88%
(Based on 26 reviews)

Customization

83%
(Based on 57 reviews)

User, Role, and Access Management

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

87%
(Based on 25 reviews)

Internationalization

87%
(Based on 21 reviews)

Performance & Reliability

88%
(Based on 29 reviews)

Integration APIs

84%
(Based on 21 reviews)
Helpshift
4.3
(153 reviews)