Freshservice and Helpshift, An In-Depth Comparison 2024

Comparison Summary

Freshservice: Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

Helpshift: Helpshift offers an AI-first customer service platform combining artificial intelligence, skilled human specialists, and advanced technology. It is the only solution providing this comprehensive approach.

Freshservice and Helpshift: Customer Satisfaction Data

Most deployed common Use Cases for Freshservice and Helpshift

What Are the key features of Freshservice and Helpshift for Helpdesk Management?

Freshservice and Helpshift both provide helpdesk solutions for companies. Freshservice is easy to set up and use, and it offers features such as integration with CRM and chat. Helpshift offers user-facing help and support integrated with chat and ticketing. Freshservice has a free version, while Helpshift is best known for its ease of use and dependability. However, Helpshift lacks a strong web-based help center, which is a limitation.

"...FreshService offers a very simple to use, but powerful helpdesk system with an integrated CMDB...." Peer review by Adam B, IT Solutions Manager, Construction

"...The benefit is we're deflecting tickets, helping users get support faster...." Peer review by Administrator

How does Freshservice and Helpshift facilitate Customer Feedback Management?

Freshservice and Helpshift both offer customer feedback management features. Freshservice focuses on providing detailed reports and integrating feedback into the support process, while Helpshift emphasizes personalized customer service across multiple channels. Freshservice provides a gamified approach to encourage agent performance, whereas Helpshift focuses on proactive engagement through push notifications and in-app surveys. These summaries are limited to the provided comments and may not reflect all features of each tool.

"...Having moved from an outdated product, it has made us more efficient with logging tickets & saving us time when collecting user satisfaction...." Peer review by Industry Analyst / Tech Writer

"...This will make your life so much easier when helping resolve your customers issues and feedback...." Peer review by User

What benefits does Freshservice and Helpshift offer for Knowledge Management?

Freshservice and Helpshift both offer knowledge base management features. Freshservice's knowledge base is primarily used for IT support and can be customized. Helpshift's knowledge base is integrated with its other customer service features, including in-app messaging and bots, and is designed to deflect support requests. While Freshservice focuses on storing and organizing information, Helpshift emphasizes user engagement and reducing support tickets.

"...Freshdesk had all of the features we were looking for (Phone support, email ticketing, customer forums & knowledge base, groups & user management) but the system was significantly more cost effective...." Peer review by Colin, Qualer

"...Pros: FAQ Knowledge base Survey and feedback Analytics Cons :..." Peer review by lakshay batra

How can Freshservice and Helpshift enhance your Engagement Management process?

Freshservice and Helpshift both emphasize user engagement in their support systems. Freshservice focuses on ticket management and follow-up, offering tools to track customer requests and ensure timely resolution. Helpshift, on the other hand, concentrates on in-app engagement, leveraging features like knowledge bases, push notifications, and in-app surveys to drive user interaction and satisfaction. nnFreshservice features a comprehensive ticket management system, while Helpshift prioritizes in-app communication and self-service options. Both platforms lack robust follow-up functionality, requiring manual effort to track issues that need further attention.

"...The free version of Freshdesk even beat the paid version of Xendesk in features, ease of use and customer engagement...." Peer review by Justin, NDS (Net Display Systems)

"...Great at creating the atmosphere of a conversation or online chat like experience to engage both the customer service representative and the customer...." Peer review by Analyst in Quality Assurance