Overview: Helpshift and xMatters as Help Desk Category solutions.
Helpshift and xMatters both serve the Help Desk category with distinct features and capabilities. Helpshift shines in customer engagement with AI-powered tools and comprehensive reporting, catering well to large enterprises. xMatters focuses heavily on integration and communication management, making it suitable for smaller firms and industries like IT services. Both provide robust support options, aligning with their technological focus and user demands.
Helpshift and xMatters: Best Use cases based on the customer satisfaction data
Key Capabilities Supported
Helpshift prioritizes customer feedback and engagement by managing customer satisfaction and advertisement channels effectively.
xMatters excels at engagement and communication, emphasizing workflow and conference call management to streamline processes.
Business Goals
Helpshift aims to enhance customer relationships and acquisition, working to improve efficiency and return on investment.
xMatters targets customer acquisition alongside improving internal communications, supporting risk management and visibility.
Core Features
Helpshift stands out with AI-powered features and extensive integration capabilities, alongside custom reporting and analytics.
xMatters focuses on strong integration, compliance, and migration ease, supported by data import/export and analytics.
Vendor Support
Helpshift offers 24/7 access through phone, email, and chat, accommodating diverse customer support needs.
xMatters also provides around-the-clock support, primarily through phone and email to ensure consistent communication.
Segments and Industries
Helpshift is predominantly used by enterprises in IT services, computer software, and the internet sectors.
xMatters caters to small and mid-market companies in IT services, financial services, and retail industries.
Operational Alignment
Helpshift fits smoothly into enterprise workflows with support for complex operational scales and diverse environments.
xMatters integrates well with smaller operations, offering flexibility and adaptability to various communication needs.
Applying your context and needs changes the table
Failure Risk Guidance?
Compliance Risk
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Security & Privacy Risk
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Integration Risk
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Migration Risk
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IT and Other Capabilities
- Low
- Medium
- High
