9.3
Spot Score
Helpshift Review: Is It The Right Live Chat Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
GDPR
SOC 2Helpshift offers custom pricing plan
Microsoft
Playrix
Zynga
Nordeus
GuiabolsoTrusted by many companies including Microsoft
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
SpotSaaS Analysis for Helpshift
Helpshift is a live chat software solution primarily used by Customer Support Managers and Mobile Product Managers in medium to large enterprises, particularly in the mobile gaming and SaaS sectors. With a rating of 4.1 out of 5 from 369 user reviews, it is broadly validated, indicating a generally positive reception among its users.
Helpshift excels in integrating with other systems, making customer service more efficient and effective. Its user-friendly interface allows for quick deployment of Q&A and client request management, which users find particularly beneficial. However, some users report occasional system crashes and slow response times, which can be a concern for those needing consistent reliability.
Quick facts about Helpshift
What is Helpshift?
Helpshift, a cutting-edge SaaS Aggregator, offers a revolutionary customer service solution called MOBILE-FIRST CUSTOMER SERVICE. This innovative platform provides an unparalleled in-app assistance for leading mobile apps and games. What sets Helpshift apart is its pioneering approach of in-app messaging, similar to modern day mobile messaging apps, ensuring users never have to leave the app for support. The use of AI-powered chatbots automates up to 90% of user issues, resulting in faster response times and reduced costs. The user-friendly and lightweight SDK allows for effortless integration. With Helpshift, users can expect a seamless and efficient customer support experience that mimics talking to friends and family.
Pricing
Helpshift offers custom pricing plan
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRSingle Sign-On (SSO)
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Helpshift Software Demo
Helpshift was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Helpshift
- Use cases
- Mobile Gaming, Mobile Applications, Customer Support for SaaS and Fintech
- Team types
- Customer Support Managers, Mobile Product Managers
- Company size
- 50-1500 employees, Medium to Large Enterprises
- Workflow style
- Flexible and configurable
- Setup complexity
- Medium
Why teams choose Helpshift
Seamless in-app messaging embedded directly in mobile apps
AI-powered chatbots automating up to 90% of user issues
Easy integration with existing mobile apps via lightweight SDK
Is Helpshift right for you?
Best for mobile-first in-app customer support with AI automation.
Choose Helpshift if
- You need seamless in-app messaging embedded in mobile apps.
- You want AI chatbots to automate up to 90% of user issues.
- Your company size is medium to large (50-1500 employees) with mobile products.
Consider alternatives if
- You require extensive customization of your support platform.
- You are a small team or freelancer needing a simple, lightweight tool.
What buyers should know before shortlisting Helpshift
Helpshift has been consistently praised for its user-friendly interface, efficient ticket management, and robust automation features. Users appreciate the platform's ability to streamline customer support processes, integrate with various systems, and provide valuable insights to enhance service quality.
The tool's AI bots and customizable automation are highlighted as key strengths, enabling users to handle high demand efficiently. While Helpshift excels in many areas, some users have pointed out minor issues such as occasional system lags, complexity in setting up certain features, and limited customization options.
However, these drawbacks seem manageable in comparison to the overall benefits the platform offers. Overall, Helpshift emerges as a powerful tool for customer service, particularly valued for its ease of use, helpful integrations, and positive impact on customer experiences.
Its continuous updates and responsiveness contribute to its reputation as a valuable asset for organizations seeking effective customer support solutions.
Helpshift pros and cons
- Helpshift pros
Seamless in-app messaging embedded directly in mobile apps
AI-powered chatbots automating up to 90% of user issues
Easy integration with existing mobile apps via lightweight SDK
- Helpshift cons
Occasional system crashes and slow response times reported
Limited customization options and platform support in Help Center
Ready to try it?
Get started with Helpshift
Connect with the team for a personalised demo.
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See how it stacks up
Compare Helpshift side-by-side with top Live Chat Software alternatives.
What is the pricing of Helpshift?
Helpshift uses custom pricing — plans are tailored to your team size and needs. Contact them for a quote.
Helpshift Pricing Plans
Starter
Web & Mobile In-App Messaging
Web & Mobile In-App Help Center
Mobile SDK Integration
Unlimited Help Center Articles and FAQs
QuickSearch Bot
Show more +
Growth
Includes features of Starter plan, plus
Customizable Bots
Visual Bot Builder
Issue-Routing Queues
Automated Agent Workload Balancing
Show more +
Enterprise
Includes features of the Growth plan, plus
Intelligent Issue Classification
Intent-Based Routing
Named Customer Success
Manager
Show more +
Helpshift reviews and ratings
Buyer sentiment
Overall positive sentiment highlights Helpshift’s user-friendly interface and automation, tempered by concerns over occasional system instability and complexity.
What buyers like
- Ease of integration
- Automation and AI chatbot effectiveness
- User interface and ticket management
Common complaints
- System performance issues
- Complexity and limited customization
What users are saying
AU
Anonymous User
08/08/23
"Great platform, easy tools to use and great CS support from them"
What do you like best about Helpshift? It is a great tool to fulfill our customer needs and contact them as well as to gather data for future ...
Read more
IP
Ingra P
05/31/23
"Plataforma de fácil manuseio"
What do you like best about Helpshift? A facilidade de manusear a plataforma. Ela é bem intuitiva e objetiva, uma ótima ferramente para atendimento ao ...
Read more
CH
Christopher H
03/30/23
"Marvel Snap- worst support client"
What do you like best about Helpshift? Absolutely nothing @Steven L. He does not provide any customer support with responses What do you dislike about ...
Read more
AU
Anonymous User
03/24/23
"Helpshift is great tool for customer service"
What do you like best about Helpshift? Helpshift can be integrated with many other resources and systems to make attending easier. When it comes to ...
Read more
MG
Mike G
02/16/23
"Fantastic tool with a fantastic team"
What do you like best about Helpshift? The ability to use bots to simplify and triage for human interaction makes each ticket easier and less ...
Read more
MG
Mike G
02/16/23
"Fantastic tool with a fantastic team"
What do you like best about Helpshift? The ability to use bots to simplify and triage for human interaction makes each ticket easier and less ...
Read more
What are the features of Helpshift?
Some agents call in ill, while others are simply not working to their full potential. As a result, supervisors must be able to make quick de…
Helpshift features Alerts (Escalation) to ensure critical issues receive prompt attention by notifying higher-tier agents when tickets remai…
Helpshift’s Automated Routing streamlines the assignment of tickets and chats to the most suitable agents based on skills, language, priorit…
Your visitors can communicate directly with your agent using the Call-me feature, which allows them to do so through phone, headset, mic, an…
With just a click of a button, co-browsing allows you to see and interact with your customer's screen in real-time. Once given screen access…
Helpshift includes SLA Management to define and enforce service level agreements with precise response and resolution deadlines. The system…
Helpshift allows Customizable Branding so businesses can align the live chat experience with their identity. Custom logos, colors, fonts, an…
Helpshift supports Document Storage by enabling agents to upload, store, and share documents within conversations or knowledge articles. Fil…
Helpshift's Incident Management helps identify, log, and resolve service disruptions efficiently. It allows linking multiple tickets to a si…
Helpshift offers a robust Knowledge Base allowing customers to access FAQs, guides, and solutions directly within the chat interface or via…
A knowledge database is a database that is used to share and manage knowledge. It encourages knowledge accumulation, organization, and retri…
Helpshift’s Known Issue Management centralizes the tracking of recurring or widespread issues, allowing agents to link related tickets and p…
Helpshift delivers in-app Live Chat for real-time support, enabling direct communication between users and agents without leaving the applic…
Helpshift includes Macros (Templated Responses) to help agents respond swiftly with pre-written messages for frequently asked questions. The…
Helpshift supports Multi-Channel Communication by centralizing interactions across in-app messaging, email, and web. This unified interface…
Customers can contact you using an offline form if your chat representatives aren't available 24/7. Ticketing for offline messages is create…
Persistent Chat is a live chat software communications idea that consists of standing, topic-based chatrooms with a focus on real-time messa…
Helpshift offers a Self Service Portal that provides users with instant access to knowledge articles, ticket submission, and issue tracking.…
You can use shortcuts to make commands that extend to pre-defined greetings, messages, or URLs. As an agent, shortcuts save time, but they s…
Helpshift’s Social Media Integration captures and manages support queries from platforms like Facebook and Twitter, converting them into act…
Helpshift incorporates Surveys & Feedback tools to capture customer sentiments after interactions. Configurable surveys help measure satisfa…
Helpshift’s Ticket Management system tracks every customer inquiry from creation to resolution. It supports categorization, prioritization,…
When conversing with clients, live chat software gives agents capabilities that make it easier to help one another. If they require assistan…
With customizable segments that are always up-to-date, visitor targeting is utilized to deliver the right content to exemplary visitors. Bus…
Helpshift security and data handling
Key compliance certifications and security features for IT and security teams evaluating Helpshift.
Certifications
Security features
Developer & data
Alternatives to Helpshift
Why buyers keep looking beyond Helpshift
Helpshift primarily targets mobile-first customer service. Companies needing strong multi-channel support (web, email, phone) might find it less comprehensive than broader help desk platforms.
While Helpshift offers AI chatbots and in-app messaging, some users report limited flexibility in customizing workflows or chatbot responses compared to more mature competitors.
Helpshift supports integrations with major platforms but may lack deeper or more varied third-party integrations required by complex enterprise environments.
To fully leverage AI automation, organizations need skilled personnel to manage and fine-tune chatbots, which could be a barrier for smaller teams.
For startups or small businesses with lower app engagement, Helpshift’s pricing based on MAUs (Monthly Active Users) or tickets can be less cost-effective.
In-app support is powerful, but some users find the platform less effective in handling offline or asynchronous customer support channels.
Helpshift Customers
Microsoft
Playrix
Zynga
Nordeus
Guiabolso
Super Lucky
Hutch
Jam City
VCA Animal Hospital
Next Games
Chatbooks
TopHatch
Red Planet
Playdemic
Wooga
Helpshift Support Options
Frequently Asked Questions About Helpshift
Common questions buyers ask before choosing Helpshift.
Helpshift is a Live Chat Software. Helpshift offers Visitor Targeting, Transfers, Shortcut Messages, Persistent Chat, Offline Form and many more functionalities.
Helpshift is a strong fit if: You need seamless in-app messaging embedded in mobile apps.; You want AI chatbots to automate up to 90% of user issues.. Consider alternatives if: You require extensive customization of your support platform.; You are a small team or freelancer needing a simple, lightweight tool..
Buyers commonly note the following limitations of Helpshift: Occasional system crashes and slow response times reported; Limited customization options and platform support in Help Center; Some users find the feature set overwhelming and complex.
Some top alternatives to Helpshift includes ZoomInfo Chat, ClickDesk, LiveAgent, Desky and HelpOnClick.
Helpshift offers Quotation Based pricing model
The starting price is not disclosed by Helpshift. You can visit Helpshift pricing page to get the latest pricing.
Ready to try it?
Get started with Helpshift
Get connected with the team for a personalised demo.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].