Helpshift - Detailed Review
Communication Tools
Helpshift - Product Overview
Helpshift Overview
Helpshift is a sophisticated customer service platform that integrates AI, automation, and human expertise to deliver efficient and personalized support. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Helpshift is designed to provide seamless and efficient customer support by combining AI-driven automation with human agents. It focuses on resolving customer queries quickly and accurately, whether through automated chatbots or human intervention.
Target Audience
Helpshift is ideal for a variety of businesses, including:
- Mobile App Developers: Companies with mobile-based products benefit from Helpshift’s in-app messaging, SDK integration, and offline FAQs.
- Gaming Companies: Helpshift simplifies support for millions of users in the gaming industry.
- Global Enterprises: Businesses operating across various regions use Helpshift’s multilingual AI and automation for unified global support.
- Customer-Centric Teams: Organizations seeking to streamline ticketing systems and improve team productivity with automated features and user-friendly dashboards.
Key Features
AI-Powered Automation
Helpshift leverages AI to enhance support workflows with tools like Smart Intent recognition, Language AI, and Agent Copilot. This automation accelerates problem resolution by providing quick, accurate responses and automating repetitive tasks.
Multilingual Support
With robust machine translation capabilities, Helpshift ensures effective communication in over 100 languages, breaking down language barriers for global businesses.
Proactive In-App Support
Helpshift facilitates messaging-based customer service directly within mobile apps and web platforms, integrating features like in-app FAQs, notifications, and chat functionality.
Customizable Chatbots
Users can design intuitive workflows using a visual bot builder for personalized support. This allows for scalable solutions as businesses grow.
Analytics and Reporting
Helpshift provides insightful analytics to measure performance and optimize customer support strategies for better ROI. It includes real-time dashboards, customizable reports, and insights into customer interactions and agent performance.
Seamless Integrations
Helpshift offers out-of-the-box integrations with systems like Salesforce, Zendesk, and Amazon Connect, enhancing existing support ecosystems effortlessly.
Omnichannel Support
Helpshift connects all communication channels—phone, email, chat, and social media—into a single experience. This allows customers to switch between platforms without losing track of the conversation and provides a full view of each customer by pulling data from all channels into one profile.
Personalized Customer Service
Helpshift’s AI collects relevant company data to offer personalized interactions. It extracts important details like the customer’s name, location, account type, and preferred language in real-time to ensure accurate and personalized responses.
By combining these features, Helpshift redefines customer service by providing a scalable, efficient, and personalized support experience.
Helpshift - User Interface and Experience
User Interface of Helpshift
The user interface of Helpshift, particularly in its communication tools and AI-driven products, is crafted to be intuitive, user-friendly, and highly engaging.
Ease of Use
Helpshift is known for its ease of use, making it accessible for both customers and support agents. The platform offers a simple and intuitive interface that allows users to quickly find the information they need. For instance, the Helpshift Web Widget can be easily integrated into a website or web app with a plug-and-play setup, enhancing the user experience without disrupting workflow.
Customizable Interface
The interface is highly customizable, allowing businesses to reflect their brand’s unique identity. Users can choose between compact and full-window modes, customize the widget’s visual identity, and adjust language settings. This level of customization ensures brand consistency and a seamless user experience.
Integrated Help Center and Web Chat
Helpshift combines an integrated help center and web chat, enabling users to access relevant articles, conduct searches, and engage in real-time conversations with AI chatbots or live support agents without leaving the website. This integrated approach keeps users engaged and ensures quick access to valuable resources and immediate assistance.
AI-Powered Chatbots
The platform utilizes AI-powered chatbots that use Natural Language Processing (NLP) to find and answer customer questions. These chatbots can handle routine conversations, guide customers to relevant knowledge base articles, and escalate conversations to human agents when necessary. This automation helps in resolving issues efficiently and reduces the workload on support teams.
Self-Help Experience
Helpshift’s Self Help Experience features a comprehensive knowledge base with a user-friendly interface. The Smart Intent menu, powered by AI, helps users self-select their issues, leading to quicker solutions. This menu adapts and refines itself based on user interactions, ensuring intuitive navigation and faster resolutions.
Agent Desktop
For support agents, Helpshift offers an Agent Desktop, a unified ticketing platform that provides a comprehensive dashboard for all customer information. This platform improves productivity by giving admins and agents access to reports, analytics, and automated tools. It also allows for easy navigation and ensures a speedy resolution of tasks by providing a holistic view of each customer on a single platform.
Multichannel Support
Helpshift supports omnichannel customer engagement, allowing customers to reach out to the support team on their preferred platform, whether it’s through apps, webpages, email, or self-service. This flexibility ensures that customers have complete control over how they handle their issues.
Conclusion
In summary, Helpshift’s user interface is designed to be highly intuitive and easy to use, with a strong focus on providing a seamless and personalized user experience. The integration of AI-powered chatbots, customizable interfaces, and a comprehensive help center all contribute to an efficient and engaging support experience.
Helpshift - Key Features and Functionality
Helpshift Overview
Helpshift is a comprehensive customer service platform that leverages AI and automation to enhance customer experience, agent productivity, and overall support efficiency. Here are the main features and how they work:
AI-Powered Self-Service
Helpshift’s self-service feature is driven by AI, providing customers with instant answers through its Help Center. This includes:
- Intelligent Article Recommendations: AI suggests the most pertinent articles from the knowledge base, helping customers resolve queries quickly.
- Smart FAQs: AI-powered FAQs guide users through a seamless self-service experience, reducing support ticket volumes and enhancing customer satisfaction.
Smart Intents and User Intent Recognition
Helpshift’s Smart Intents feature uses AI to recognize user intent, starting users on a fully personalized support journey. This includes:
- Confirming User Intent: Bots confirm user intent to ensure the support journey is relevant and effective.
- Guided Support: This feature helps users triage and solve common problems through a guided service, ensuring they get the right support from the start.
AI Chatbots and Automation
Helpshift integrates AI chatbots and automation to streamline the support process. This includes:
- Conversational AI Chatbots: These chatbots use natural language processing (NLP) to understand customer queries in multiple languages and deliver accurate responses in real time. They can handle smaller, more mundane tasks and automatically hand off complex issues to human agents.
- Visual Automation Bot Builder: This tool allows for building and deploying modular workflows without needing a developer. Bots can perform routine tasks such as prioritization and routing.
Multilingual Customer Support
Helpshift’s Language AI feature breaks down language barriers, enabling support in over 150 languages. This includes:
- Real-Time Translation: Built-in machine-learning translation streamlines communication between agents and customers in their native language, eliminating the need for human translators.
- Multilingual Chatbots: These chatbots can detect the customer’s language and resolve issues without error. Additionally, one-click FAQ translation is available for all support resources.
AI-Enhanced Agent Workspace
Helpshift’s AI-enhanced agent workspace boosts agent productivity and complements human expertise. This includes:
- Sentiment Analysis: This feature helps agents prioritize urgent tickets with negative sentiments, ensuring timely and personalized responses to protect the brand’s image.
- Ticket Management: New tickets can be auto-assigned and routed to available agents, balancing their workload and reducing response times. Agents can quickly access customer information and conversations, facilitating faster resolutions.
Custom Bots and Automation
Helpshift allows for the configuration of various types of chatbots to handle different aspects of customer support. This includes:
- QuickSearch Bot: Responds to customers’ first message by suggesting relevant FAQs from the knowledge base.
- Identity Bot: Requests customers’ names and/or email addresses if not collected before.
- Custom Bots: Can be summoned at any point in a conversation to carry out specific actions based on user queries.
Integration Capabilities
Helpshift integrates with major customer service platforms, including Slack, Salesforce, and Zendesk, providing an omnichannel reach across the entire presence on a single dashboard. This includes:
- Unified Dashboard: Agents can manage customer communications through a unified dashboard, providing detailed insights into customer data and communication history. This ensures seamless handovers between agents without communication breakdowns.
In-App Messaging and Web Chat
Helpshift offers seamless messaging experiences through its iOS and Android SDKs. This includes:
- In-App Messaging: Users can engage in conversations within the app, with chatbots handling simple parts of the conversation and supporting end-to-end issue management.
- Web Chat: Helpshift can be integrated with web chat platforms, allowing customers to receive support directly through the website.
These features collectively ensure that Helpshift provides a comprehensive, AI-driven customer service solution that enhances customer experience, improves agent productivity, and streamlines support operations.
Helpshift - Performance and Accuracy
Performance
Helpshift’s performance is marked by several strengths:Automation and Efficiency
The platform achieves over 50% automation in issue resolution, significantly enhancing efficiency and reducing the time it takes to resolve customer issues.
AI-Powered Support
Helpshift uses AI to guide users through a seamless self-service experience, with features like intelligent article recommendations, smart FAQs, and AI-powered chatbots. This helps in resolving customer queries instantly and reducing support ticket volumes.
Multi-Channel Support
The platform supports a wide range of communication channels, including live chat, asynchronous messaging, Discord, WhatsApp, and Facebook Messenger, ensuring a consistent customer experience across various platforms.
Agent Productivity
Helpshift’s AI-enhanced agent workspace streamlines ticket management, includes real-time translation and sentiment analysis, and provides quick access to customer information, all of which enhance agent productivity and speed up resolution times.
Accuracy
The accuracy of Helpshift’s AI-driven features is a critical component:Intent Classification and Precision
Helpshift’s AI models, such as SensAI Predict, calculate accuracy and precision based on agent feedback. Accuracy is measured as the percentage of times an agent did not mark the predicted label as wrong, while precision is calculated per label to ensure specific and accurate classifications.
Model Performance
The accuracy and precision metrics are only calculated once issues are resolved or rejected, ensuring that the analytics reflect the final and accurate labels. This approach helps in maintaining high accuracy and precision levels.
Limitations and Areas for Improvement
Despite its strengths, Helpshift has some limitations:Analytics Capabilities
Users have reported limitations in Helpshift’s analytics capabilities, particularly in managing user roles and integrating data with external reporting systems like Microsoft PowerBI. These issues can be challenging, especially for users not on an enterprise plan.
Data Export and Bulk Ticket Management
There are issues with exporting tickets to Excel and the system’s performance when assigning tickets in bulk, which can affect the efficiency of handling customer tickets at scale.
Resource Availability
Non-enterprise plan users often find it difficult to access helpful resources or online support for integration issues, which can hinder the full utilization of the platform’s features.
In summary, Helpshift performs well in terms of automation, multi-channel support, and AI-driven efficiency, but it faces some challenges related to analytics, data export, and resource availability for non-enterprise users. Addressing these limitations could further enhance the overall performance and user satisfaction of the platform.
Helpshift - Pricing and Plans
Helpshift Pricing Overview
Helpshift, a prominent AI-driven customer service platform, offers a structured pricing model with several plans to cater to different business needs. Here’s a detailed breakdown of their pricing structure and the features included in each plan:
Feedback Plan (Free)
- This is the only lifetime-free plan offered by Helpshift.
- Features:
- Real-time in-app feedback (up to 250 feedback submissions per month)
- Mobile bug and crashing reporting
- Unlimited FAQs
- Mobile help center for self-service
- Standard support.
- Limitations:
- No in-app or web messaging features
- Feedback submissions limit cannot be increased
- Ideal For: Startups or apps with a small user base that need basic feedback collection and FAQ management.
Starter Plan
- Cost: $150 per month
- Features:
- Web and mobile in-app messaging for real-time customer support
- Email support
- Two customizable chatbots (supporting 180 languages)
- 250 tickets/issues per month, with an additional $0.45 per ticket/issue thereafter
- Help center 2.0 for web and mobile
- In-app SDK (SDK X) for integration
- Integrations with various tools (e.g., Dropbox Business, Salesforce Service Cloud)
- Unlimited agent seats
- Analytics and Power BI reporting
- Unlimited FAQs
- QuickSearch Bot for suggesting relevant FAQs
- API calls (60 per minute)
- Agent Desktop for unified ticket view
- New issue automation for custom responses and issue assignment.
- Limitations:
- Only two customizable bots
- No 24/7 support or customer success manager
- No skill-based routing
- No real-time operations analytics
- No SLA management
- Ideal For: Businesses with a decent number of users and daily customer support tickets ranging from 10-100.
Growth Plan
- Cost: Customized pricing based on your team’s needs
- Features:
- All features from the Starter Plan
- Unlimited customizable bots
- Queue management for support tickets
- Skill-based routing
- Real-time operations dashboard
- Team management roles with controlled access
- 24/7 support and a dedicated customer success manager
- API calls (300 per minute)
- Automated agent workload balancing
- SLA management
- FAQ scheduling
- Analytics APIs.
- Limitations:
- No trial available for this plan
- No Feedback Bots
- No intent-based classification or routing
- Ideal For: Teams handling hundreds of customer support tickets/issues daily, requiring advanced team management, automation, and real-time reporting.
Enterprise Plan
- Cost: Customized pricing based on your team’s needs
- Features:
- All features from the Growth Plan
- Feedback Bots for encouraging user feedback
- Intent-based classification (Smart Intents) for understanding issue categories
- Intent-based routing
- API calls (1500 per minute)
- FAQ announcements
- Project-based pricing.
- Limitations:
- No trial available for this plan
- No significant analytics or reporting upgrades
- Ideal For: Large enterprises with high-volume mobile apps and thousands of daily customer support tickets/issues, requiring advanced automation and intent-based features.
Conclusion
In summary, Helpshift offers a free Feedback Plan for basic feedback and FAQ management, a Starter Plan for small to medium-sized businesses, a Growth Plan for teams handling a higher volume of tickets, and an Enterprise Plan for large-scale operations. Each plan is designed to meet the specific needs of different business sizes and requirements.
Helpshift - Integration and Compatibility
Helpshift Overview
Helpshift is a versatile and integrated customer support platform that offers a wide range of compatibility and integration options, making it a comprehensive tool for businesses to manage their customer support operations.
Integrations with CRM and Other Business Tools
Helpshift integrates seamlessly with popular CRM software such as Salesforce, Zendesk, and Microsoft Dynamics. These integrations enable businesses to manage customer interactions and data efficiently, providing a unified view of customer information and support history.
Messaging Platform Integrations
In addition to CRM integrations, Helpshift supports integrations with various messaging platforms like WhatsApp and Facebook Messenger. This allows businesses to communicate with customers through their preferred messaging channels, enhancing real-time support and personal engagement.
Analytics and Reporting Integrations
Helpshift also integrates with analytics platforms like Mixpanel and Google Analytics. These integrations provide valuable insights into customer behavior and support interactions, helping businesses track key metrics and make data-driven decisions to improve their support operations.
Cross-Platform Compatibility
Helpshift offers extensive compatibility across various devices and platforms. It includes native SDKs for iOS, Android, Unity, Cocos, Xamarin, React Native, and Unreal Engine, ensuring seamless support for mobile users. Beyond mobile, Helpshift supports web, PC, console, and VR headsets, ensuring no customer is left unsupported.
Omnichannel Support
The platform provides omnichannel support, allowing businesses to deliver personalized and seamless support across all channels, including email, chat, and social media. This ensures that customers can reach out for help through their preferred channel, and support agents can manage these interactions from a single platform.
Custom Integrations and APIs
Helpshift offers an open integration platform with robust REST APIs, enabling businesses to create custom integrations with their existing systems. This flexibility allows for seamless integration with over 3,000 different applications via Zapier, among other tools, to automate tasks and streamline support operations.
Community Support
Helpshift also supports native integration with platforms like Discord, allowing businesses to cater directly to their community and provide dedicated support within these channels.
Security and Scalability
The platform is built with security and scalability in mind, using AES 256-bit and TLS 1.2 encryption for data security at rest and in transit. It also features elastic infrastructure that automatically scales to support billions of devices and conversations annually, ensuring that the support capabilities grow with the business.
Conclusion
In summary, Helpshift’s extensive integration capabilities, cross-platform compatibility, and omnichannel support make it a highly versatile and effective tool for managing customer support operations across a wide range of devices and platforms.
Helpshift - Customer Support and Resources
Helpshift Overview
Helpshift offers a comprehensive suite of customer support options and additional resources, all integrated within their AI-driven platform. Here are the key features and resources they provide:
AI-Powered Self-Service
Helpshift’s platform includes a Help Center that leverages AI to guide users through a seamless self-service experience. This feature provides intelligent article recommendations and smart FAQs, allowing customers to resolve their queries instantly. This reduces support ticket volumes and enhances customer satisfaction.
AI Chatbots and Automation
The platform utilizes AI Chatbots and Automation to streamline the support process. These chatbots can route inquiries using Smart Intents, offer personalized solutions, and help users triage and solve common problems. This ensures support is scalable, efficient, and available 24/7 without compromising on quality.
Multichannel Support
Helpshift allows businesses to provide customer support across multiple channels, including in-app messaging, email, chat, and social media. This multichannel approach ensures a seamless experience for users to reach out for help, regardless of their preferred communication method.
Human Assistance
For issues that require human intervention, Helpshift’s Agent Dashboard is optimized for concierge-level service. Agents can access customer information and conversations quickly, facilitating faster resolutions and a more personalized support experience. Advanced AI capabilities like real-time translation and sentiment analysis further enhance agent productivity.
Messaging Options
Helpshift offers versatile messaging options, including live chat for instant support and asynchronous messaging for less urgent inquiries. This ensures customers can engage with support on their terms, maintaining a consistent experience across all channels.
Analytics and Reporting
The platform provides comprehensive analytics and reporting tools, including real-time dashboards, queue monitoring, team activity tracking, and agent performance metrics. These tools offer actionable insights into customer service performance, helping businesses continuously improve their support operations.
Customization and Branding
Helpshift allows businesses to customize the platform to match their branding and design preferences. This creates a consistent and seamless user experience when engaging with customer support, ensuring the support interface aligns with the company’s identity.
Integration Capabilities
Helpshift can integrate with other platforms, such as Kustomer, to provide a 360° view of consumers. This integration allows for accessing additional ticket details, differentiating and prioritizing app users, and seamlessly handing off complex issues from bots to agents and vice versa.
Conclusion
By combining these features, Helpshift delivers a holistic customer support solution that enhances customer experience, improves agent productivity, and streamlines support operations.
Helpshift - Pros and Cons
Advantages of Helpshift
Helpshift offers several significant advantages that make it a compelling choice for businesses looking to enhance their customer support operations:Mobile and Omnichannel Support
Helpshift is particularly strong in mobile support, with industry-leading SDKs for iOS, Android, and other platforms. This allows for seamless, conversational texting experiences within mobile apps, unified with web chat experiences.AI-Powered Automation
The platform leverages AI to automate various support workflows, including intent detection, which automatically categorizes customer issues, and chatbots that provide 24/7 support. This automation helps reduce ticket volume and improves agent productivity by handling routine conversations and guiding customers to relevant knowledge base articles.Personalized Customer Service
Helpshift enables personalized interactions by collecting and utilizing customer data in real-time. AI can extract important details such as the customer’s name, location, and preferred language, ensuring that support is both personalized and efficient.Segmentation and Workflow Management
The platform allows for effective segmentation of customer issues based on priority, status, language, and topic. This helps support teams manage their workload more efficiently and assign tickets to agents with the relevant expertise.Cost-Effective Pricing
Helpshift offers a volume-based pricing model where companies only pay for the number of customer-agent interactions. This can be more cost-effective than traditional per-user pricing models, especially for businesses with varying support needs.Advanced Analytics and Reporting
The platform provides insightful analytics and reporting tools that help support teams measure performance and optimize their strategies. This includes real-time visibility into queues and team activities, which aids in maintaining consistent and efficient service.Multilingual Support
Helpshift supports communication in over 100 languages through its machine translation capabilities, making it an excellent choice for global businesses looking to break down language barriers.Disadvantages of Helpshift
While Helpshift offers a comprehensive set of features, there are some notable drawbacks to consider:Difficult Setup and Integration
One of the significant cons of Helpshift is the difficulty in setting it up and integrating it with other software. This process can be time-consuming and may require the involvement of app developers, which can be a resource drain.No Free Plan
Helpshift does not offer a free plan, which can be a barrier for startups or small businesses that want to test the platform before committing to a paid plan.Technical Glitches
Some users have reported glitches and difficulties in the integration process, which can affect the overall performance and user experience of the platform.Workforce Impact
The integration of AI can sometimes create a skills gap within the support team, as some leaders feel their teams are not fully equipped to work with AI. Additionally, there may be concerns among service professionals that AI could replace their jobs. In summary, Helpshift is a powerful tool for customer support, especially for mobile and omnichannel support, but it comes with some challenges related to setup, integration, and the potential impact on the workforce. Helpshift - Comparison with Competitors
When comparing Helpshift with other AI-driven communication tools, several key features and alternatives stand out:
Helpshift’s Unique Features
Helpshift is renowned for its AI-infused customer service platform, particularly in app-centric settings. Here are some of its unique features:- AI Chatbots and Automation: Helpshift uses advanced AI chatbots that leverage natural language processing (NLP) to deliver near-human responses, automating up to 70% of customer queries.
- Intent AI and Sentiment Analysis: The platform includes Intent AI, sentiment analysis, and real-time language translation, which enhance the efficiency and personalization of customer interactions.
- Centralized Dashboard: Helpshift provides a centralized dashboard where agents can manage communications, access comprehensive insights into customer interactions, and continue conversations without losing context.
Alternatives and Their Key Features
Crisp
Crisp is a compelling alternative that extends beyond app-focused interactions to broader customer communication channels. Here’s what it offers:- Multichannel Integration: Crisp integrates live chat, email, and social media, allowing businesses to unify their customer communication efforts.
- All-in-One Platform: Unlike Helpshift’s app-centric approach, Crisp provides a comprehensive platform for various customer communication channels.
Help Scout
Help Scout is another strong alternative, especially for customer-focused teams:- Multichannel Support: Help Scout offers in-app and live chat support through its Beacon widget, as well as email and other channels.
- Shared Inbox and Collaboration: It features a shared inbox with private notes, @mentions, and collision detection to reduce duplicate work.
- Automation and Workflows: Help Scout allows automation of routine tasks and provides additional context with customer profiles.
Zoho Desk
Zoho Desk is a multichannel customer support tool that is particularly useful for teams using Zoho CRM:- AI Assistant: Zoho Desk includes an AI assistant called Zia that can handle basic requests and make suggestions to agents.
- Work Modes and Headquarters: It features work modes that automatically assign open tickets to agents and a live dashboard showing macro and micro-level trends.
- Multilingual Support: Zoho Desk manages emails, knowledge bases, and mobile queries with a multilingual assistant.
Freshdesk
Freshdesk is another alternative, known for its free plan and additional features:- Free Plan: Freshdesk offers a free plan limited to email and social media messages, with paid plans starting at $15/agent per month.
- Co-browsing and Custom SLAs: It includes co-browsing capabilities and the option to set up custom Service Level Agreements (SLAs) for different clients.
- Omnichannel Support: Freshdesk provides omnichannel support, including phone support with added minutes in its plans.
Olark
Olark is a dedicated chat tool that offers:- Live Chat and Chatbots: Olark provides live chat support and automated support through customizable chatbots.
- Productivity Features: It includes saved replies for frequently asked questions and chat routing to automatically assign new chats.
- Native Integrations and Analytics: Olark has native integrations with other tools and offers agent- and team-level analytics.
Helpshift - Frequently Asked Questions
Here are some frequently asked questions about Helpshift, along with detailed responses to each:
What is Helpshift and how does it work?
Helpshift is an AI-first customer service platform that combines AI, skilled human specialists, and advanced technology to provide streamlined customer support. It allows customers to reach out to support teams through various channels such as apps, webpages, email, and more. The platform integrates AI-powered chatbots, in-app messaging, and web self-service to handle customer queries efficiently. It also provides a unified dashboard for agents to manage workflows, analytics, and customer interactions.
What are the key features of Helpshift?
Helpshift offers several key features, including:
- In-app and Web Messaging: Integrated chat for real-time customer support.
- AI-Powered Chatbots: Automated bots that use Natural Language Processing (NLP) to answer customer questions and support over 180 languages.
- Web Self-Service: A knowledge base that allows customers to find answers to common queries without contacting an agent.
- Agent Desktop: A comprehensive ticketing platform providing a unified dashboard for all customer information and easy navigation for agents.
- Custom Bots and Automation: Tools to create automated bots for various tasks and operations without needing coding knowledge.
How does Helpshift’s chat and conversational help work?
Helpshift’s chat and conversational help emphasize delivering modern, enjoyable conversations for customers while minimizing agent involvement. It uses asynchronous messaging to collect customer information, suggest self-service options, and route issues to agents. Intelligent chatbots provide natural, free-flowing conversations across different support channels, ensuring quick and efficient problem resolution. Agents can switch between different support channels on a single platform, ensuring no customer falls through the cracks.
What are the different pricing plans offered by Helpshift?
Helpshift offers several pricing plans:
- Feedback Plan: A lifetime-free plan for collecting in-app feedback and creating unlimited FAQs.
- Starter Plan: $150/month, includes basic in-app and web messaging features, email support, two customizable chatbots, and 250 issues per month.
- Growth Plan: Customized pricing, includes advanced automation and reporting features.
- Enterprise Plan: Customized pricing, suitable for high-volume mobile apps, includes features like intent-based routing, feedback bots, and increased API calls per minute.
Can Helpshift support multiple languages?
Yes, Helpshift’s AI-powered chatbots support over 180 languages. This allows businesses to provide customer support in various languages, enhancing the global reach and customer satisfaction.
How does Helpshift integrate with other tools and platforms?
Helpshift integrates with several tools and platforms, such as Dropbox Business, Salesforce Service Cloud, Google Calendar, Quickbooks Online Advanced, and more. It also supports API calls and has a Software Development Kit (SDK X) for easy integration with iOS and Android apps.
What is the role of AI in Helpshift’s customer service?
AI plays a crucial role in Helpshift’s customer service by:
- AI-Powered Chatbots: Responding to customer queries, guiding customers to relevant FAQs, and handling routine conversations.
- Smart Intents: Classifying issues based on customer intent, enabling data-driven approaches to create effective FAQs and routing rules.
- Real-time Translation and Sentiment Analysis: Enhancing agent productivity by providing real-time translation and sentiment analysis, helping agents respond swiftly to global customer needs.
How does Helpshift’s Agent Desktop work?
Helpshift’s Agent Desktop is a comprehensive ticketing platform that provides a unified dashboard for all customer information. It improves productivity by giving admins and agents access to reports, analytics, and automated tools. The platform allows teams to segment user data, route grievances to the proper department, and ensure speedy resolution of tasks. It also offers features like automatic responses, issue assignment, and auto-resolution based on user profiles.
Can Helpshift be used for self-service customer support?
Yes, Helpshift offers web self-service that allows customers to access answers to common queries and resolve common problems without contacting an agent. The platform leverages the same knowledge base across all channels, ensuring customers can find solutions quickly through chatbots and self-service options.
How does Helpshift handle issue management and ticketing?
Helpshift uses asynchronous messaging to collect customer information and route issues to agents. The platform provides tools for automatic responses, issue assignment, and auto-resolution based on user profiles. It also offers features like intent-based routing and smart intents to classify and manage issues efficiently. The Agent Desktop provides a unified view of customer support tickets, ensuring all issues are addressed promptly.
Is there a free trial available for Helpshift?
Yes, Helpshift offers a 30-day free trial for its Starter Plan, which includes 250 free tickets. This allows businesses to test the features and see if the platform meets their customer support needs.
Helpshift - Conclusion and Recommendation
Final Assessment of Helpshift
Helpshift is a comprehensive and AI-driven customer service platform that offers a wide range of features to enhance customer engagement and support operations. Here’s a detailed look at its benefits and who would most benefit from using it.
Key Features
- Segmentation and Automation: Helpshift allows customer support teams to segment issues based on tags, language, priority, and topic. This feature helps in assigning tickets to specific agents efficiently and identifying high-value customers for prioritized support.
- Multichannel Support: The platform supports various communication channels including live chat, email, phone, and in-app support. This multichannel capability enables agents to manage all interactions from a single platform, streamlining their work.
- Chatbots and Knowledge Base: Helpshift integrates chatbots as the initial point of contact for customer issues, reducing wait times and automating simple queries. The knowledge base feature allows customers to find quick answers to common questions, reducing the volume of support tickets.
- Integrations: Helpshift can be integrated with various tools such as CRM systems, Slack, Salesforce, and more, using REST APIs. This ensures seamless data flow and customized support operations.
- Security and Scalability: The platform is built with strong security measures, including two-factor authentication and AES 256-bit encryption. It also scales automatically to support a high volume of devices and conversations.
Who Would Benefit Most
Helpshift is beneficial for businesses of all sizes, from small startups to large enterprises. Here are some specific groups that would gain the most:
- Mobile App Developers: Given its strong focus on in-app support, mobile app developers can use Helpshift to provide seamless support to their users across various mobile platforms.
- E-commerce and Online Retailers: Companies that rely heavily on online customer interactions can leverage Helpshift’s live chat, chatbot, and multichannel support features to enhance customer service and reduce support ticket volumes.
- Customer-Centric Businesses: Any business that prioritizes customer engagement and satisfaction can benefit from Helpshift’s automated responses, knowledge base, and feedback collection tools to improve customer satisfaction ratings.
Overall Recommendation
Helpshift is a highly recommended platform for any business looking to enhance its customer support operations. Its AI-powered tools, multichannel support, and integration capabilities make it an efficient and effective solution for managing customer interactions. The platform’s ability to automate routine tasks, segment issues, and provide 24/7 support through chatbots can significantly improve agent productivity and customer satisfaction.
In summary, Helpshift offers a comprehensive suite of features that can help businesses deliver frustration-free customer experiences, reduce support ticket volumes, and increase customer satisfaction. Its scalability, security, and integration options make it a versatile tool suitable for a wide range of business needs.