Omni24 provides AI-powered chatbots, omnichannel support and smart ticketing to deliver a seamless customer experience. Perfect for businesses of all sizes.
Helpshift is a solid customer support platform, but it might not run as smoothly as you want it to be with the workflow. Maybe you’re after different features, a better price point or just curious what else is out there.
We’ve done the legwork to bring you a curated list of top-notch alternatives. These options cover a range of budgets and business sizes. Some excel in specific areas where Helpshift might fall short.
Ready to explore? Let’s dive into the Helpshift competitors and find the perfect fit for your customer support needs.
Businesses are constantly evolving and so are their customer support needs. While Helpshift has been a popular choice for many, there’s a growing trend of companies seeking alternatives.
Cost Considerations
Cost considerations are often at the forefront of business decisions. As companies grow or face economic pressures, they may find Helpshift’s pricing structure doesn’t align with their budget. Some businesses discover they’re paying for features they rarely use, while others need more affordable options to maintain their bottom line. This financial squeeze prompts them to explore platforms that offer more flexible pricing or better value for their specific needs.
Feature Limitations
Feature limitations can become a pain point as businesses expand or specialize. While Helpshift offers a solid set of tools, some companies require more advanced features or industry-specific functions. For instance, a business might need deeper analytics, more customizable chatbots, or specialized reporting tools that Helpshift doesn’t provide. This gap in functionality drives them to look for alternatives that better match their evolving requirements.
Scalability
Scalability is crucial for growing businesses. Some find that Helpshift struggles to accommodate their increasing volume of tickets or more complex support structures. They’re on the hunt for solutions that can seamlessly scale with their business, handling higher loads without compromising performance or requiring significant additional investment.
User Experience
User experience matters not just for customers, but for support agents too. Some businesses find that their teams struggle with Helpshift’s interface or workflow. Perhaps it’s not intuitive enough, or it doesn’t align well with their preferred support processes. This can lead to reduced productivity and agent frustration. As a result, companies seek out alternatives with more user-friendly designs or customizable interfaces that better suit their team’s needs.
Integration Capabilities
Integration capabilities are becoming increasingly important in our interconnected digital landscape. Businesses often rely on a variety of tools and platforms to run their operations. While Helpshift offers some integrations, it may not connect smoothly with all the software a company uses. This can create information silos and inefficiencies. Companies are therefore looking for alternatives that offer broader integration options, allowing for seamless data flow between their customer support platform and other critical business systems.
When searching for Helpshift alternatives, consider a range of features that can elevate your customer support game.
Omnichannel support is a must-have in a multi-platform world. Customers expect seamless interactions across various channels, be it email, chat, social media or phone. A robust alternative should offer a unified inbox where agents can manage all customer interactions in one place.
This ensures consistent service quality and prevents customers from falling through the cracks. Look for platforms that can integrate with popular messaging apps and social media platforms, allowing your team to meet customers where they are.
AI-powered chatbots have revolutionized customer support. They can handle routine inquiries, freeing up your human agents for more complex issues. An ideal Helpshift alternative should offer sophisticated chatbots that can understand context, learn from interactions and provide accurate responses.
The best chatbots can seamlessly hand over to human agents when needed, ensuring a smooth customer experience. Consider platforms that allow easy bot customization as well as training to align with your brand voice and specific use cases.
A customizable knowledge base is essential for empowering both customers and support agents. Look for alternatives that offer easy-to-use content management systems where you can create, organize and update support articles. The platform should allow for rich media integration, versioning and internal linking.
A good knowledge base should also be easily searchable and offer suggested articles based on customer queries. This feature can significantly reduce ticket volume by enabling customers to find answers independently.
An efficient ticket management system is the backbone of any support platform. Seek alternatives that offer advanced ticketing features like automatic ticket routing, priority setting, and SLA management.
The system should allow for easy categorization and tagging of tickets, making it simple for agents to sort as well as address issues. Look for features like ticket merging, splitting and linking to handle complex customer issues effectively.
Real-time analytics dashboards provide crucial insights into your support operations. A good alternative should offer comprehensive analytics covering metrics like response times, resolution rates, customer satisfaction scores and agent performance.
Look for platforms that allow you to create custom reports and set up alerts for important KPIs. The ability to visualize data through graphs and charts can help you quickly identify trends as well as areas for improvement.
Automated workflow tools can significantly boost your team’s efficiency. Search for alternatives that offer powerful automation capabilities, such as automatic ticket assignment, escalation rules and trigger-based actions.
The platform should allow you to create complex workflows without requiring coding skills. This can help streamline processes, reduce human error and ensure consistent service delivery.
Self-service options are increasingly important for modern customers who prefer to solve issues on their own. Beyond a knowledge
base, look for features like community forums, FAQs and guided troubleshooting tools.
Some advanced platforms even offer AI-powered suggestion engines that can guide customers through complex problem-solving steps. The key is to find a balance between comprehensive self-service options and easy access to human support when needed.
Team collaboration tools are crucial for maintaining a cohesive support operation, especially in remote or distributed teams. Find for features like internal notes on tickets, @mentions for tagging colleagues and shared inboxes for team-wide visibility.
Some platforms offer integrated chat systems for agents to discuss issues in real-time. The ability to easily transfer tickets between agents or departments is also important for smooth collaboration.
Customer feedback collection is vital for continuous improvement. A good Helpshift alternative should offer built-in survey tools to gather feedback after support interactions. Platforms should be able to allow you to create custom surveys, set up automated feedback requests and easily analyze the results.
Some advanced systems can even correlate feedback with specific agents or types of issues, providing deeper insights into your support quality.
While Helpshift is a popular choice, there are several compelling alternatives that offer unique features and capabilities.
Best Helpshift alternative for small & medium businesses
Omni24 is an AI powered omnichannel customer experience platform to help businesses deliver superior CX and help desk management with an omnichannel approach. The platform leverages automation to enhance customer engagement, improve operational efficiency and deliver personalized experiences at scale.
Omni24’s intuitive design, coupled with powerful features, makes it a great choice for brands looking to enhance their CX capabilities and deliver exceptional customer service.
Key Features:
Pricing: $29/user/month is the starting price for Omni24. It goes up to $149/user/month depending on the features. All plans come with a 14-day free trial.
Best Helpshift alternative for small & medium businesses
Veemo Support is an omnichannel help desk software to streamline support operations into a centralized interface. The software is a part of Veemo’s customer engagement suite of products designed to streamline and enhance various aspects of business operations. Veemo Support offers a range of tools to automate workflows, manage tickets efficiently and provide self-service options to customers.
Key features:
Pricing: There are three pricing plans – the Growth plan starts at $34/user/month with basic features. The Team plan is priced at $79/user/month with more features. The software pricing is also customizable as per business requirements
Intercom is a customer messaging platform that combines live chat, chatbots and targeted messaging capabilities. It focuses on providing personalized, conversational experiences for customers across web, mobile and social channels. Intercom’s emphasis on proactive support and customer engagement makes it particularly suitable for SaaS as well as e-commerce businesses.
Intercom offers customizable chatbots, in-app messaging, and targeted email campaigns. It provides a unified inbox for managing customer conversations across channels. The platform includes features for lead qualification, customer segmentation and product tours, enhancing both support as well as marketing efforts.
LiveChat is a real-time customer service and sales platform that primarily focuses on live chat functionality. It offers a range of features to enhance customer interactions, including chatbots, ticketing systems and analytics. LiveChat’s simplicity and focus on instant communication make it an excellent choice for businesses prioritizing real-time support.
The sales platform provides customizable chat widgets, canned responses and visitor tracking capabilities. It offers integrations with popular CRM and help desk systems. The platform includes features for proactive chat invitations, chat routing, as well as performance analytics to optimize support operations.
HappyFox is a comprehensive help desk as well as customer support software that offers ticketing, knowledge base and community forum functionalities. It provides businesses with tools to manage customer inquiries efficiently across multiple channels. HappyFox’s versatility and customization options make it suitable for a wide range of industries.
The help desk includes features such as smart ticket routing, automated workflows and SLA management. It offers a robust knowledge base solution and community forums for self-service support. The platform provides advanced reporting and analytics tools to measure as well as improve support performance.
Kayako is a customer service platform that combines ticketing, live chat and self-service support options. It focuses on providing a unified customer view and enabling personalized support experiences. Kayako’s emphasis on context-driven support makes it particularly effective for businesses looking to deliver tailored customer experiences.
The customer service software offers features such as a shared inbox, customer journey tracking and automated workflows. It provides a customizable help center and live chat solution. The platform includes collaboration tools for internal teams as well as integrations with popular third-party applications.
Help Scout is a customer support platform designed to provide a personal touch to customer interactions. It offers email-based support, live chat and knowledge base functionalities. Help Scout’s focus on simplicity and ease of use makes it an attractive option for small to medium-sized businesses seeking a straightforward support solution.
Help Scout includes features such as shared inboxes, collision detection and customer profiles. It offers a customizable knowledge base and reporting tools. The platform provides integration capabilities with various CRM and productivity tools to enhance workflow efficiency.
Drift is a conversational marketing and sales platform that incorporates customer support functionalities. It focuses on real-time engagement through chatbots and live chat, while emphasising on lead generation along with qualification. Drift’s innovative approach to combining marketing, sales and support makes it unique among Helpshift alternatives.
The prominent features included are AI-powered chatbots, targeted messaging and video messaging capabilities. It provides tools for scheduling meetings and qualifying leads. The platform includes features for account-based marketing and integrates for various CRM along with marketing automation tools.
Gladly is a customer service platform that focuses on delivering personalized, conversation-driven support experiences. It offers omnichannel support capabilities and provides a unified view of customer interactions across channels. Gladly’s emphasis on treating customers as people rather than tickets sets it apart from traditional help desk solutions.
The customer service tool includes features such as a unified customer timeline, smart routing, and task management. It offers voice, email, chat and social media support channels. The platform provides AI-powered suggestions as well as integrations with popular e-commerce and CRM systems.
When evaluating Helpshift competitors, it’s crucial to consider key factors to ensure you choose the right customer support solution. Here’s our curated list for you.
1. Omnichannel Support Capabilities:
In a multi-platform world, customers expect support across various channels. Evaluate each competitor’s ability to provide seamless support across channels such as email, live chat, social media, phone and messaging apps.
Consider how well the platform integrates these channels into a unified interface, allowing agents to switch between channels effortlessly while maintaining context. The ideal solution should offer a consistent customer experience regardless of the chosen communication channel.
2. Scalability and Customization:
As your business grows, your support needs will evolve. Assess each competitor’s ability to scale with your business. Look for platforms that can handle increasing volumes of customer interactions without compromising performance.
Examine the level of customization offered. The ability to tailor the platform to your specific workflows, branding and industry requirements is crucial for long-term satisfaction.
3. Integration Capabilities:
Your customer support software doesn’t operate in isolation. Evaluate how well each competitor integrates with your existing tech stack, including CRM systems, e-commerce platforms and marketing tools.
Strong integration capabilities can streamline workflows, provide agents with comprehensive customer data and enable more personalized support experiences. Look for platforms with extensive API access and a wide range of pre-built integrations.
4. Self Service and Knowledge Management:
Empowering customers to find answers independently can significantly reduce support ticket volume and improve customer satisfaction. Assess each competitor’s self-service capabilities, including knowledge base functionality, community forums and AI-powered chatbots.
Consider how easy it is to create, organize and update self-service content as well as how effectively the platform guides customers to relevant information.
5. Analytics and reporting:
Data-driven insights are essential for continually improving your support operations. Evaluate the depth and usability of each competitor’s analytics as well as reporting features.
Look for platforms that offer customizable dashboards along with real-time performance metrics. It should also have the ability to track key performance indicators (KPIs) such as response times, customer satisfaction scores and agent productivity. The ability to generate detailed reports and extract actionable insights can be a game-changer for optimizing your support strategy.
Omni24 stands out as one of the top Helpshift alternatives due to its comprehensive omnichannel support capabilities. It offers a robust live chat solution, AI-powered chatbots and seamless integration across various communication channels. The platform is known for its user-friendly interface, making it easy for agents to manage customer interactions efficiently.
The solution provides advanced customization options, allowing businesses to tailor the support experience to their brand. Omni24 offers strong reporting and analytics features, enabling data-driven decision-making. Its scalability, coupled with competitive pricing, makes it an attractive option for businesses of various sizes looking for a versatile and reliable customer support platform.
Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.
Helpshift’s pricing can range from affordable for small businesses to expensive for larger enterprises. Alternatives like Omni24, Freshdesk or Intercom offer a range of pricing plans to fit different budgets. Some alternatives may offer more affordable options for businesses looking to scale their customer support operations without breaking the bank.
The pros of Helpshift are that it has a user-friendly interface, multichannel support, customizable chatbots along with detailed analytics and reporting. However, the downside to it is that the pricing can be higher for smaller businesses, limited integration options, occasional glitches. There’s a steeper learning curve for advanced features and the customer service response times could be improved.
Transitioning from Helpshift to an alternative platform can be a smooth process if done correctly. Start by comparing features and pricing of alternative platforms to find the best fit for your business. Next, create a migration plan that includes training for your team on the new platform, transferring data from Helpshift to the new platform and testing the new system before fully transitioning. Communicate with your customers about the change and provide support during the transition period to minimize disruptions.
Helpshift alternatives are important for customer support because they offer different features and capabilities that may better suit your business needs. Some alternatives may offer more advanced automation features, better integration options, or more affordable pricing plans. By exploring alternatives to Helpshift, you can find a platform that helps you improve customer satisfaction, streamline support operations and grow your business.
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