Helpshift
helpshift.comBuild Difficulty: 4/5
A few focused days to build a solid replacement
AI-First Customer Service Platform
How to Replace HelpshiftOverview
Features
63 features across 17 categories
AI(12)
AI-enhanced workspace feature with summary, reply suggestions, and compose assistance to help agents respond faster and more effectively
Helps agents craft high-quality responses faster by adjusting tone, rephrasing, expanding, and correcting grammar and spelling
Leverages Generative AI to suggest instant, relevant responses based on past interactions and current query context
Uncover customer emotions, prioritize urgent tickets, and tailor responses for empathetic and personalized support experience
Automatically condenses customer support conversations into concise summaries for agents to access key information at a glance
Delivers instant answers to customer queries 24/7 by scanning knowledge base with built-in safeguards to ensure responses are based on support content
Empower customers with instant answers through AI-guided help center with intelligent article recommendations and smart FAQs
Seamlessly translate FAQs with a single click to provide exceptional support in any language
Automatically classify and route new issues using Intent AI
Translates user and agent conversations into any language to broaden global support and boost agent productivity
Captures user context within FAQ to enable users to directly solve problems or initiate relevant conversations
Multi-lingual AI intent detection to automatically classify requests by intents and offer Intent Menu for common queries
Analytics(7)
Access Helpshift data through REST API to integrate with third-party BI tools like Qlik or Tableau
Pre-built reports including conversations, intent, agent performance, and customer satisfaction metrics
Integrated with Power BI to offer flexible and customizable analytics dashboards created from scratch
Advanced reporting and analytics providing actionable insights into customer service performance
Create reports and dashboards from scratch and customize them to suit specific needs
Streamline support operations with real-time queue monitoring, team activity tracking, and agent performance metrics
Comprehensive monitoring of agent workload and queue level metrics including open issues, agent availability, thresholds, and backlog
Automation(3)
Guided service helps users triage and solve common problems with custom workflows that provide real-time support and escalate issues without code
Streamlines issue management by activating tailored workflows based on predefined criteria, speeds up initial responses, ensures SLA compliance, manages escalations, and schedules timely follow-ups
Implement precise, time-based automations to uphold service level agreements, managing escalations and ensuring timely follow-ups
Channels(10)
Native and contextual in-app customer support experience on console games ensuring assistance is highly relevant and accessible
Provide support directly within Discord server with bot messaging and channel tagging
Seamlessly connect webforms and email with unified ticketing platform with advanced automations
Connect Facebook account to provide seamless customer experience on Facebook
Native and contextual in-app customer support experience on mobile ensuring assistance is highly relevant and accessible
Native and contextual in-app customer support experience on PC ensuring assistance is highly relevant and accessible
Provide support to customers via text messaging
Provide phone support to customers
Contextual customer support experience on website or web app ensuring assistance is highly relevant and accessible
Connect WhatsApp Business account to provide seamless customer experience with per-number pricing and per-issue charges
Communication(1)
Display urgent and temporary announcements like server downtimes or new releases in colored bars on Help Center pages
Customization(1)
Custom themes and branding for consistent brand representation and enhanced trust among users
Feedback(2)
Engage with users post-resolution to confirm satisfaction and collect feedback with detailed feedback bot analytics
Collect user feedback on articles for continuous improvement
Integration(1)
Use Helpshift REST APIs to create support experiences tailored to specific needs with varying API call rate limits
Messaging(3)
Omni-platform support across mobile app, web, PC, and Console with automated workflows, contextual chat support, attachment upload capabilities, and notifications
Real-time live chat with customers, integrated with auto-assignment, automations, and queue management for immediate responses
Seamlessly integrate with WhatsApp, Discord, and Facebook with automated issue categorization, end-user intent detection, and agent assignment flexibility
Notifications(1)
Real-time notification and alert system for incoming live chats to keep agents informed and prepared for high-priority customers
Productivity(1)
Templated messages for swift and consistent responses with easy search, personalized placeholders, and automatic issue tagging
Routing(3)
Automatically classify and route incoming issues based on agent workload for swift and accurate responses
Prioritize and automatically triage user queries with restricted issue access limited to specific queue members
Categorize and route new issues to the most suitable team or agent based on their expertise
Self-Service(2)
Central hub for FAQs, resources, and key information with keyword search, user context capturing, and single-click translation support
Modern multi-lingual help center where users can find reliable answers and guidance with keyword search functionality
Services(6)
Dedicated community engagement specialists
Expert content moderation specialists for trust and safety
Professional human agents providing trust and personalized support
Continuous improvement and support specialists for ongoing platform optimization
Tailored project implementation specialists
Personalized VIP support experts for high-value customers
Support(5)
Around-the-clock technical support from Onboarding, Adoption, and Support Heroes
Hands-on guided onboarding support from specialist team
Comprehensive knowledge base for self-serve learning
Self-serve guided onboarding for quick implementation
Service Level Agreement guarantees for response and resolution times
Team Management(4)
Real-time collaborative note-taking and information sharing among team members on ticket threads for improved efficiency
Administrators can define custom access roles for dashboard functionalities, aligning permissions with organizational needs
Enhance team collaboration with customizable filters, shared views, admin control, and automated sorting for New, Open, and Closed issues
Simplify support organization with Teams, Groups, and granular role assignments for efficient team and resource management
Ticketing(1)
Streamline customer interactions across email, messaging, and social media channels in one unified dashboard
Pricing
Starter
- ✓AI Agent
- ✓Issue Automation
- ✓Agent Copilot - Language AI
- ✓Async and Social Messaging
- ✓Help Center with Unlimited articles
- ✓Unified Ticketing Dashboard
- ✓Intent Classification - Smart Intent
- ✓Built-in and Custom Reporting
- ✓Mobile, PC, Console and Web
- ✓Email, Chat, Voice, SMS, Social Media
- ✓Free Trial
- ✓250 free issues per month
- ✓Unlimited agent seats
- ✓Unlimited messaging
Growth
- ✓AI Agent
- ✓Issue Automation
- ✓Agent Copilot - Language AI
- ✓Async and Social Messaging
- ✓Live messaging
- ✓Feedback bot
- ✓Help Center with Unlimited articles
- ✓Unified Ticketing Dashboard
- ✓Intent Classification - Smart Intent
- ✓Workload management
- ✓Skill-Based Routing
- ✓Built-in and Custom Reporting
- ✓Mobile, PC, Console and Web
- ✓Email, Chat, Voice, SMS, Social Media
- ✓Analytics API
- ✓Real-Time Operations Dashboard
- ✓Unlimited agent seats
- ✓Unlimited messaging
Enterprise
- ✓AI Agent
- ✓Issue Automation
- ✓Agent Copilot - Language AI
- ✓Async and Social Messaging
- ✓Live messaging
- ✓Feedback bot
- ✓Help Center with Unlimited articles
- ✓Unified Ticketing Dashboard
- ✓Intent Classification - Smart Intent
- ✓Workload management
- ✓Skill-Based Routing
- ✓Built-in and Custom Reporting
- ✓Mobile, PC, Console and Web
- ✓Email, Chat, Voice, SMS, Social Media
- ✓Analytics API
- ✓Real-Time Operations Dashboard
- ✓Advanced security
- ✓Customization
- ✓Advanced integration
- ✓Unlimited agent seats
- ✓Unlimited messaging
AI Agent Copilot
- ✓AI Summary
- ✓AI Reply
- ✓AI Compose
Cost Calculator
Keep Paying Helpshift
Build It Yourself
Total Cost Comparison
DIY hosting estimate based on Vercel + Supabase free/pro tiers (~$20/mo). Build time estimated from 63 features at easy complexity.
Build vs Buy
Should you build a Helpshift alternative or buy the subscription? Estimate based on 63 features.
Buy Helpshift
Better ValueBuild Your Own
Buying Helpshift saves ~$55,920 over 3 years vs building.
Estimates based on 63 features and a BuildScore of 4/5. Actual costs vary.
Integrations
6 known integrations