The Best Mobile-First Customer Service
Why Top Apps Choose Helpshift for Modern, Mobile-First Customer Support.
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Five Reasons to Choose Helpshift
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Solution Characteristics | Helpshift | Other Customer Service Software |
---|---|---|
Ideal For | High volume mobile apps, high demands for quick response/resolution | Low-volume, email-based support, issues with lengthy investigations by agents |
How Issues are Managed | Continuous conversations with the full context of previous interactions | Discreet tickets, often duplicate tickets are created per channel |
Pricing | Usage-based flexible pricing | Agent-based, “call center” style pricing |
Free Trial Available | Yes | Yes |
Integration | Easy, out-of-the-box, single SDK | Extensive development work typically required, multiple pieces and SDKs to integrate |
Architecture | Single, integrated solution | Multiple, cobbled together components |
Implementation Time | Hours | Months |
Key Capabilities to Look for When Evaluating a Mobile-first
Customer Service Platform:
SDKs and Integration | Helpshift | Other Customer Service Software |
---|---|---|
iOS | ||
Android | ||
Unity | ||
Cocos2d-x | ||
Xamarin | ||
Web Chat | ||
Customizable Branding |
Chat | Helpshift | Other Customer Service Software |
---|---|---|
In-App Chat | Live chat only | |
Web Chat | Live chat only | |
Live Chat | ||
Asynchronous Messaging | ||
Rich messaging (images, attachments, emojis, etc.) | ||
Multichannel / Omnichannel Communication |
Other Support Channels | Helpshift | Other Customer Service Software |
---|---|---|
Web Support | ||
Email Support | ||
Phone Integration | Amazon Connect |
Automation | Helpshift | Other Customer Service Software |
---|---|---|
Artificial Intelligence (AI) | Out-of-the-box, meant to effectively classify issues | Limited. Works with 3rd party toolkits after major integration |
Bots | Including complex workflows | Simple answer bots only |
Information Collection Bots | Typically requires third-party add-on | |
APIs in Bots to Access Systems of Record | ||
Number of Languages Bots Can “Speak” | 180+ i | English only |
Intent-Based Routing | Highly accurate | |
Visual Bot Builder | Basic workflows only | |
Bot Handoff Issue to Agent | ||
Agent Handoff Issue to Bot |
Automatic Capture of App Data for Issue Resolution | Helpshift | Other Customer Service Software |
---|---|---|
App Metadata (OS type, app version, device type, etc.) | ||
Custom Data (VIP level, date of last purchase. etc.) |
Self-Service | Helpshift | Other Customer Service Software |
---|---|---|
In-App Help Center | Out-of-the-box | Requires customization |
Web Help Center / Self-Service Portal | ||
Customizable Branding of Help Centers | ||
Bots to Search Knowledge Base for Relevant Articles | Only hand-picked articles can be displayed | |
Knowledge Base |
Ticketing and Issue Routing | Helpshift | Other Customer Service Software |
---|---|---|
Ticketing | ||
Issue Routing | Based on skill set, VIP level, customer intent, etc. | Basic skills-based routing only |
Workflow Configuration | Typically requires third-party add-on | |
SLA Management | ||
Escalation if SLA Not Met | ||
Specialty Queues for Specific Agent Skills |
Agent Desktop and Tools | Helpshift | Other Customer Service Software |
---|---|---|
Agent Desktop | ||
Role-Based Access | ||
Full Message History | ||
Access to Previous Case | ||
Macros / Templated Responses |
User Feedback and Bug Reporting | Helpshift | Other Customer Service Software |
---|---|---|
CSAT Surveys | In-chat session for high response rate included | Via email, lower response rates, extra cost |
Issue Search | Limited | |
Issue Analytics | Based on automatically applied intent classification | Limited and manual |
Analytics APIs |
Operations Reporting | Helpshift | Other Customer Service Software |
---|---|---|
Real-Time Operations Dashboards | ||
Advanced Reporting via BI Tools | ||
Full Activity Log |
Mobile Scaling | Helpshift | Other Customer Service Software |
---|---|---|
Mobile Scale | Tested with high volume mobile apps, millions of users | Only tested with smaller apps, untested at high scale |
Ability to Surge Capacity During Spikes | Easy. Add new agents instantly, at no additional cost | Difficult. Need to buy new licenses for every new agent |
Typical Percentage of issues Automated | 70-95% | 6-10% |