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Customer service software is an indispensable asset as 90% of customer service leaders report customer expectations are higher than ever. With the rising expectations and the need for efficient and omnichannel support, selecting the tool that fits business needs best can be challenging and time-consuming for companies.
There are several common features of popular customer service software such as:
- Ticketing system to manage and track customer queries.
- Multichannel support that allows customers to reach out to the support teams through various channels, including email, phone, social media, live chat, and more.
- Automation that enables streamlining the customer service process.
- Analytics and reporting that provide insights into the performance of the customer service team, common issues faced by customers, resolution times, and more.
- Knowledge base and self-service portal that enables customers to find solutions to their issues themselves with FAQs, guides, and forums.
When a company decides to implement customer service software, it’s important to consider its unique needs, customer base, and the channels most frequently used by its customers. However, it can be difficult for companies to distinguish among popular tools as each customer service software has its own strengths and special features.
Technical buyers shortlisting customer service vendors will probably come across Helpshift, which is one of the most popular tools within the customer service software landscape. In this article, we’ll examine the potential drawbacks of Helpshift according to user reviews and explore top alternatives to help tech buyers in their decision.
Overview and shortcomings of Helpshift
Helpshift is a digital customer service platform allowing businesses to deliver support across multiple channels, focusing on in-app support for mobile applications. Some of the features it offers are:
It also offers a 30-day free trial with a starting price of $150/month.
On the software review platforms we analyzed, Helpshift is listed on G2, Capterra, and TrustRadius, but not on Gartner Peer Insights and Peerspot. And on the platforms where it is listed, it has the lowest number of reviews compared to the other tools discussed in this article (Table 1). These suggest that Helpshift is not as popular as other tools on the market.
Table 1. The total and average number of reviews of customer service tools
| Helpshift | Freshdesk | Intercom | Salesforce | Zendesk | |
|---|---|---|---|---|---|
| Total reviews* | 416 | 6926 | 4188 | 3706 | 11,001 |
| Average reviews | 138 | 1385 | 837 | 741 | 2200 |
*Review counts are from software review platforms Capterra, G2, Gartner Peer Insights, Peerspot, and TrustRadius as of 2023/07/04.
On the platforms it is listed, its overall user ratings are:
- G2: 4.3/5
- Capterra: 3.9/5
- TrustRadius: 7.9/10
User reviews highlight two significant areas where the platform could improve:
- Analytics and reporting
- Multi-channel support
Analytics and reporting
- Some users have been dissatisfied with the lack of depth in Helpshift’s analytics and the limited ability to track individual and team performance. They complain about the lack of basic information such as time spent by an agent on a ticket or an agent’s resolution rate per hour. The lack of these crucial metrics restricts managers’ ability to gain actionable insights and improve service quality.
- Users also express a need for enhanced search capabilities within the analytics, specifically around tags. Some have resorted to external services like Power BI to compensate for these deficiencies, but even then, the integration with Power BI has been described as challenging to work with.
Multi-channel support
- Helpshift’s multi-channel support capabilities are another area of concern for many businesses. Users highlight a lack of support for some text-based communication channels such as WhatsApp, and Apple Business Chat. They also point out missing integrations with popular platforms like Telegram and TikTok.
- The absence of these channels forces businesses to rely on separate platforms to cater to their customers, causing fragmentation of resources and focus. This lack of seamless multi-channel support can make managing customer interactions challenging and inefficient.
Top 5 Helpshift Alternatives
1. Salesforce Service Cloud
Salesforce Service Cloud is a customer service and support application that helps businesses deliver customer service across various channels.
Salesforce Service Cloud is built on the Salesforce Customer 360 Platform, enabling seamless integration with other Salesforce products. It also leverages AI through Salesforce Einstein to offer automated suggestions, route cases, predict customer behavior, and provide intelligent insights for increased productivity. Some of its features are:
- Intelligent chatbots
- Customer feedback and survey tools
- Software integrations (Contact Salesforce for details)
- 30+ supported languages
- Self-service options
- Facebook, Instagram, Twitter, and YouTube integration
Salesforce Service Cloud’s starting price is €25 per seat/month and offers a 30-day free trial.
Its overall user ratings on different software review platforms are:
- G2: 4.2/5
- Capterra: 4.4/5
- TrustRadius: 8.9/10
- Gartner Peer Insights: 4.4/5
- Peerspot: 4.1/5
Based on user reviews, here’s how Salesforce Service Cloud addresses Helpshift’s limitations in terms of:
Analytics and reporting
- User feedback highlights the platform’s robust and efficient capabilities in providing in-depth reporting and meaningful analytics. Service Cloud allows businesses to track key performance metrics such as response times and customer satisfaction rates, providing valuable insights into customer behavior and helping identify areas for improvement.
- Users also commend the accessibility and clarity of these analytics, noting the ease with which they can track the success of sales cadences, configure dashboards, and quickly access crucial data. The reporting and analytics tools of Service Cloud help businesses to make data-backed decisions, thereby optimizing their customer service operations.
Multi-channel support
Service Cloud provides a unified platform where customer service agents can engage with customers across various channels including phone, email, chat, social media, and SMS. Users have acknowledged Service Cloud’s omni-channel support and call routing capabilities for resolving operational issues.
- The platform’s design supports multiple channels, enabling greater reach and improved documentation of customer interactions.
- Furthermore, Service Cloud offers a mobile-first approach, aiming to cater to customers over their preferred channels.
Sponsored
Salesforce is the CRM market leader and Salesforce Service Cloud platform designed specifically for customer service and support with AI-driven assistants. Service Cloud enables workflow automation for many branches of customer service by streamlining customer support processes, managing cases, and providing an exceptional customer experience by centralizing customer interactions and data in one unified platform.
2. Zendesk Support Suite
Zendesk Support Suite is a customer service platform that offers a set of integrated tools designed to improve communication with customers and enhance the resolution of their queries and issues. The platform includes multiple channels of communication, such as email, phone, chat, and social media integration, all managed within a single interface. Some of its features are:
- Intelligent chatbots
- Customer feedback and survey tools (in premium plans)
- 1000+ software integrations
- 40+ supported languages
- Self-service options
- Facebook, Instagram, and Twitter integration
Zendesk Support Suite’s starting price is $49 per seat/month and offers a 14-day free trial.
Its overall user ratings on different software review platforms are:
- G2: 4.3/5
- Capterra: 4.4/5
- TrustRadius: 7.9/10
- Gartner Peer Insights: 4.3/5
- Peerspot: 4.7/5
According to user reviews, Zendesk Support Suite addresses Helpshift’s limitations in terms of:
Analytics and reporting
- Zendesk Support Suite offers a range of analytics and reporting features that are generally well-regarded. Users note that the platform allows tracking performance and data-driven decisions with its Zendesk Explore tool, which can help to improve customer service quality and efficiency.
- However, there are mixed sentiments about the ease of use of these features. Some users express that while the platform’s analytics and reporting tools are robust and provide valuable insights, the interface can be difficult to navigate and confusing. Creating new reports and using advanced analytics features, including customizable dashboards, is cited as a challenging aspect by some users.
Multi-channel support
- Users report that Zendesk allows for integration with various platforms, including social media channels like Facebook, Instagram, and WhatsApp. This allows them to provide an omni-channel support system, including custom workflows and self-serve options for customers.
- The integration capabilities of Zendesk contribute to a unified customer service experience across multiple channels. Users note that this approach ensures no channel is left unattended, maintaining response times and creating a seamless experience for customers.
3. Intercom
Intercom is a customer communication platform that allows businesses to engage with and support customers through various channels. The platform includes a suite of applications for messaging, automation, and customer support. Some of its features are:
- Customer feedback and survey tools (add-on)
- 350+ software integrations
- 35+ supported languages
- Self-service options
- Facebook and Instagram integration
Intercom’s starting price is $74 per month with 2 seats and it offers a 14-day free trial.
Its overall user ratings on different software review platforms are:
- G2: 4.5/5
- Capterra: 4.5/5
- TrustRadius: 8.8/10
- Gartner Peer Insights: 4.5/5
According to user reviews, Intercom compares with Helpshift in terms of:
Analytics and reporting
- Reviewers are satisfied with Intercom’s ability to efficiently pull in analytics for each contact. They also appreciate the platform’s ability to track team performance effectively.
- However, there are also areas where users suggest room for improvement. Some users find the platform’s analytics metrics hard to use, particularly when multiple teams use various channels to communicate with clients. Some users also believe that the visualization aspect of Intercom’s analytics could be enhanced.
Multi-channel support
- Users appreciate the fact that Intercom allows marketing teams to build multi-channel sequences in one place, including but not limited to, emails, chats, custom bots, banners, and product tours. The platform allows agents to maintain focus by having all multi-channel communication centralized in Intercom.
- However, there are also reviews indicating that building a robust multi-channel program in Intercom can come with some challenges. Some users mentioned that it is not easy to establish such a program without sacrificing some channels.
4. Freshdesk
Freshdesk is a cloud-based customer support software that helps businesses streamline their customer conversations across various channels such as email, social media, phone, and web. Some of its features are:
- Intelligent chatbots
- Customer feedback and survey tools
- 1000+ software integrations
- 50+ supported languages
- Self-service options
- Facebook, Twitter, Reddit, and LinkedIn integration
Freshdesk’s starting price is $15 per seat/month and it offers a 21-day free trial.
Its overall user ratings on different software review platforms are:
- G2: 4.4/5
- Capterra: 4.5/5
- TrustRadius: 8.6/10
- Gartner Peer Insights: 4.4/5
- Peerspot: 4.0/5
According to user reviews, Freshdesk addresses Helpshift’s drawbacks in terms of:
Analytics and reporting
Users find the analytics and reporting features robust and instrumental in gaining detailed insights into various aspects of customer support performance such as:
- Ticket resolution times
- Customer satisfaction ratings
- Agent productivity metrics
However, other reviews suggest that there may be room for improvement in Freshdesk’s reporting and analytics capabilities. Some users express the desire for more advanced capabilities, including
- Customizable reports
- Deeper data insights
- More options for visualizing and exporting data
Multi-channel support
- Users note Freshdesk’s ability to support communication through various channels such as email, phone, live chat, and social media, which helps streamline customer communication and support processes.
- Users also appreciate the automatic ticket generation feature, which operates across all communication channels, as well as the manual ticket creation option. Additionally, the omni-channel experience offered by Freshdesk is mentioned as a significant advantage, as it allows customer service teams to manage all interactions through a single portal, reducing the need to navigate different systems.
For more on customer service
Feel free to check our other articles on customer service and help desk software to explore other popular alternatives such as HubSpot Service Hub or Zoho Desk:
If you have other questions about Helpshift alternatives or need help in finding vendors, we can help:
Find the Right Vendors
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 55% of Fortune 500 every month.
Cem’s work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem’s work in Hypatos was covered by leading technology publications like TechCrunch like Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
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