About Helpshift

Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. By reducing the number of incoming support requests with an in-app knowledge base and leveraging in-depth user and device data to proactively engage mobile customers with targeted push notifications & in-app surveys, Helpshift’s customer care suite has proven to improve agent resolution times and increase user satisfaction with their in-app experience.

Helpshift understands the importance of meeting customers in their preferred context and continues to makes it easier for businesses, large and small, to care for their customers through in-app FAQ's, in-app Chat, and relevant device data, to provide customer care throughout the mobile user's experience.

Pricing starting from:

N/A

  • Free Trial
  • Free Version
  • Subscription

Top 5 alternatives to Helpshift

Key benefits of Helpshift

  • Helpshift enables app users to send messages to teams running the app, without interrupting their own user experience.

  • Messages from users flow into the Helpshift dashboard in real-time, where teams can manage, prioritize and then respond to conversations quickly.

  • Helpshift sends push and in-app notifications to bring users back into the app, increasing app engagement.

  • With FAQs native and locally cached inside the app, users can access the FAQ even when they're offline. Users can self-serve and instantly find answers to their problems.

  • FAQs can be localised in multiples languages. Helpshift's mobile SDK can automatically detect the users language settings to deliver FAQs in the relevant language.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    Arabic, Chinese, Czech, Danish, Dutch and 21 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

    Pricing starting from:

    N/A

    • Free Trial
    • Free Version
    • Subscription

    Top 5 alternatives to Helpshift

    Images

    Helpshift Software - Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
    Helpshift Software - Helpshift delivers actionable and critical data in a new dashboard
    Helpshift Software - Helpshift Analytics provide insight into a range of metrics
    Helpshift Software - Case management tools allow users to track customer issues
    Helpshift Software - Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
    Helpshift Software - Custom reports can be created
    Helpshift Software - The search functionality allows users to find relevant information from the knowledge base/FAQs easily
    Helpshift Software - Auto-responses aim to gather as much customer data as possible
    View 9 more
    Helpshift video
    Helpshift Software - Publish help articles on Helpshift's knowledge base where they're instantly synced to all users Helpshift Software - Helpshift delivers actionable and critical data in a new dashboard Helpshift Software - Helpshift Analytics provide insight into a range of metrics Helpshift Software - Case management tools allow users to track customer issues Helpshift Software - Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked Helpshift Software - Custom reports can be created Helpshift Software - The search functionality allows users to find relevant information from the knowledge base/FAQs easily Helpshift Software - Auto-responses aim to gather as much customer data as possible

    Features

    Total features of Helpshift: 100

    • @mentions
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Archiving & Retention
    • Assignment Management
    • Auto-Responders
    • Automated Routing
    • CRM Software
    • Call Center Management
    • Call Recording Software
    • Call Routing
    • Campaign Analytics
    • Campaign Management Software
    • Canned Responses
    • Case Management Software
    • Chat/Messaging
    • Client Portal
    • Collaboration Tools
    • Customer Accounts
    • Customer Activity Tracking
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customer Segmentation
    • Customer Service Analytics
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Data Import/Export
    • Data Visualization Software
    • Desktop Notifications
    • Document Storage
    • Email Management Software
    • Email Templates
    • Email Tracking Software
    • Employee Management
    • Event Triggered Actions
    • Feedback Management
    • File Sharing Software
    • Full Text Search
    • Gamification Software
    • Geotargeting
    • Help Desk Management
    • Inbox Management
    • Interaction Tracking
    • Knowledge Base Management
    • Live Chat Software
    • Macros/Templated Responses
    • Mobile Access
    • Multi-Campaign
    • Multi-Channel Communication
    • Multi-Channel Distribution
    • Multi-Channel Management
    • Multi-Language
    • Multiple User Accounts
    • Network Monitoring Software
    • Offline Access
    • Offline Form
    • Performance Metrics
    • Prioritization
    • Proactive Chat
    • Queue Management
    • Real Time Data
    • Real Time Notifications
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Real-time Updates
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Request Assignment
    • SSL Security
    • Screen Sharing Software
    • Search/Filter
    • Self Service Portal
    • Sentiment Analysis
    • Service Level Agreement (SLA) Management
    • Single Sign On Software
    • Social Media Integration
    • Status Tracking
    • Support Ticket Management
    • Surveys & Feedback
    • Tagging
    • Third Party Integrations
    • Ticket Management
    • Timer
    • Transcripts/Chat History
    • Transfers/Routing
    • Virtual Assistant
    • Visual Analytics
    • Website Visitor Tracking
    • Widgets
    • Workflow Configuration
    • Workflow Management Software

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    #2 Alternative to Helpshift
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    Reviews

    Overall rating

    3.9 /5
    (26)
    Value for Money
    3.8/5
    Features
    3.7/5
    Ease of Use
    4.1/5
    Customer Support Software
    4/5

    Already have Helpshift?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 26
    Fabiana H.
    Overall rating
    • Industry: Outsourcing/Offshoring
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 7.0 /10

    Effective Ticketing Software for Chats

    Reviewed on 20/02/2020

    We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay...

    We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.

    Pros

    The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.

    Cons

    Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.

    Richard K.
    Overall rating
    • Industry: Computer Games
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Customer facing first

    Reviewed on 27/03/2017

    HelpShift has been a paradigm shift in terms of quality and up to date support for our users....

    HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.

    Pros

    Helpshift is a great user experience, and integrates easily with our products.
    The easily updatable FAQs have been a massive win for me over other competing products.

    Cons

    The analytics are thin and not quite usable.
    Management of user roles is extremely limited and messy (not able to add admins to groups).
    Views are a nightmare to manage as an admin and its far to easy to break them.

    Marcio hoerlle L.
    Overall rating
    • Industry: Internet
    • Company size: 501-1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 6.0 /10

    Good platfom to reply Mobile app support tickets, but it lacks features.

    Reviewed on 16/10/2018

    It does the basic job of getting a ticket and responding, splitting incoming tickets into queues,...

    It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.

    Pros

    The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.

    Cons

    it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.

    Peeyush R.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Advanced Chat Portal to use

    Reviewed on 01/04/2017

    Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge...

    Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets.

    Pros

    No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

    Cons

    Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security.

    Marcel P.
    Overall rating
    • Industry: Entertainment
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Helpshift has improved our support significantly

    Reviewed on 27/03/2017

    The service itself is of good level, especially the integration in the game is of good value. Also...

    The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues.

    The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.

    Pros

    Easy to use in the game and quite easy integration

    Showing 5 reviews of 26 Read all reviews

    Helpshift FAQs

    Below are some frequently asked questions for Helpshift.

    Helpshift offers the following pricing plans:

    • Free Trial: Available

    Helpshift has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    Helpshift supports the following languages:

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

    Helpshift supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Helpshift integrates with the following applications:

    Campaign Monitor, Constant Contact, Dropbox Business, Facebook, Gmail, Google Analytics, Google Calendar, Mailchimp, QuickBooks Online Advanced, Salesforce Sales Cloud, Twitter, Zendesk

    Helpshift offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat

    Related categories

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