Overview: Freshservice and Helpshift as Help Desk Category solutions.

Freshservice and Helpshift offer distinct strengths in the Help Desk category, catering to diverse business needs. Freshservice excels with comprehensive helpdesk, workflow, and communication management capabilities, targeting large enterprises in IT and education. Helpshift focuses on customer engagement and AI-powered analytics, aiming for smaller enterprises in the tech industry. Freshservice's extensive support options and custom report features contrast with Helpshift's streamlined, mobile-focused approach, appealing to businesses prioritizing efficient customer feedback management.

Freshservice and Helpshift: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Freshservice specializes in helpdesk management and workflow processes, catering to enterprises that need more structured operational support. read more →

Helpshift streamlines customer feedback and engagement management, ideal for businesses focusing on enhancing user interactions efficiently. read more →

Business Goals

Freshservice supports goals like enhancing customer relationships and acquiring new clients, aligning with organizations seeking growth in customer engagement. read more →

Helpshift's main focus is on building customer relationships and improving lifetime value, which suits companies looking to strengthen brand loyalty. read more →

Core Features

Freshservice shines with its integration capabilities and custom report options, fulfilling needs for comprehensive data management and analysis. read more →

Helpshift offers robust AI-powered analytics, making it an excellent choice for tech-driven firms needing intelligent insights from customer data. read more →

Vendor Support

Freshservice provides extensive support options, including 24/7 access, which is beneficial for large-scale operations requiring consistent assistance. read more →

Helpshift focuses on streamlined vendor support, notable for its efficient chat services, suitable for companies requiring agile response systems. read more →

Segments and Industries

Freshservice is popular among large enterprises in IT and education sectors, reflecting its adaptability to complex industry requirements. read more →

Helpshift caters mainly to smaller enterprises in the tech and internet industries, indicating its flexibility and appeal to evolving tech environments. read more →

Operational Alignment

Freshservice integrates smoothly into larger organizational workflows, aiding businesses with extensive operational needs. read more →

Helpshift aligns with mobile and agile operational frameworks, perfect for tech companies prioritizing quick customer engagement. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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medium

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Security & Privacy Risk

high

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Freshservice and Helpshift

What solutions does Freshservice and Helpshift provide 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.

"...The dashboard gives me a really good picture of the volume and status of the tickets coming into our helpdesk...." Peer review by Mark S, Chief Information Officer, Accounting

"...Its a good tool for any business to have and use, be it the customer facing or internal help desk or for internal customers...." Peer review by Ano N

How efficiently Does Freshservice and Helpshift manage your 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.

"...Through this platform, we can measure our customer satisfaction by simply shooting a customer satisfaction survey...." Peer review by Vinod, Smart Parts Online Pvt. Ltd.

"...It's a very helpful tool for companies interacting with customers and increasing customer service overall satisfaction...." Peer review by Huan X, Online Banking Support Specialist

Why is Freshservice and Helpshift the best choice 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.

"...We've used Freshdesk for a couple of years, making use of the support ticket system, the knowledge base, and forums...." Peer review by Jarrett, TechPilot Labs

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

How does Freshservice and Helpshift address your Engagement Management Challenges?

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 email to ticket and online submission of support request provide me pre-build solution to interact with the customer and to make the history of provided support...." Peer review by Administrator

"...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