Platform Operations, 11-50 employees
More than a year
“I appreciate Helpwise for my team”
Pros
Helpwise is really efficient for our team. The colorful tags help us stay organized and the internal notes/discussions make it easy for my team to collaborate on tickets. We use both the inbox and chat support features daily and are generally very happy with the tool. It's easy to use and their support team is always quick and helpful. I've recommended Helpwise to other companies. It also offers many integrations, which we use to connect with our CRM and project management tool.
Cons
Sometimes it can be a bit buggy like when searching under a specific tag and it doesn't always work. However the support team is always quick to fix this when I bring it up and they respond very fast!
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Product, 51-100 employees
“A thorough product with strong customer support”
Pros
Unlike many other tools, Helpwise is so simple to understand and train the team on. My team adopted it with no issues. The support is always quick to respond and reliable in fixing any problems as soon as possible.
Cons
Occasionally the platform faces loading issues and other minor glitches but Helpwise support always addresses and fixes them promptly.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Operations, 11-50 employees
“Remarkable focus on client needs”
Pros
The way this tool manages tickets perfectly matches our needs for handling emails and texts.
Cons
There's a continuous need to refresh the website.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Customer support management, 11-50 employees
More than a year
“We experienced a delay with incoming emails, but the issue was quickly resolved”
Pros
I love how easy and userfriendly the interface is and it keeps the workflow smooth without interruptions.
Cons
It would be helpful if there were features to mark important emails or address them more easily.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Customer support management, 51-100 employees
More than a year
“The only solution we've found that meets our unique business requirements”
Pros
Helpwise's team is friendly, responsive and provides quick solutions when we reach out. Our organization consists of 18 (and growing) individual SaaS brands and Helpwise is the only customer support solution we've found that can support our needs for separating brand assets within a single account. We're excited to keep growing with it and provide excellent support to our users.
Cons
A few things we'd like Helpwise to improve in the future: I'd love to see AI-powered response suggestions based on past tickets and Help Center articles. Additionally, more reporting options for our KPIs would be great as we'd like to drill down into numbers to impact response and resolution times. The Help Center options are not very advanced, and it would be nice to see more customization options, potentially with AI assistance and multi-language support.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
8
Customer Service, 51-100 employees
“User-friendly and cost-effective customer service platform, perfect for growing teams”
Pros
The interface is simple, similar to Gmail but more powerful. It improves client communication and response times and the customer support team is helpful and caring. Our team uses it daily, and so far, it's the best solution we have found. The migration to it was super easy and it integrated seamlessly with our existing systems like Jira.
Cons
Some features can feel rough around the edges, but that just gives the Helpwise team more opportunities to shine.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
9
Not Specified, 11-50 employees
“I'm still in the process of learning”
Pros
The chat box lets us communicate with people in the same inbox and share information easily.
Cons
One thing is that it doesn't have video tutorials to help understand the features.
Rating Distribution
Ease of use
6
Value for money
7
Customer Support
8
Functionality
7
Information Technology and Services, 11-50 employees
“Solid product”
Pros
The interface is easy to use and the customer support is great.
Cons
Sorting and searching capabilities could use some improvements.
Rating Distribution
Ease of use
7
Value for money
8
Customer Support
8
Functionality
6
Management, 11-50 employees
More than a year
“Outstanding customer service platform”
Pros
The app is super lightweight, which helps us move quickly. The support from their team is outstanding, always helpful and responsive. We evaluated many options and I highly recommend this app for anyone looking for a universal inbox and an effective customer service solution. I also love the integration with JustCall.
Cons
There are a lot of small bugs but the team fixes them quickly. The mobile app could use some improvements, though.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
10
Functionality
8
Technical Office, 11-50 employees
“Consistently great support whenever I contact them”
Pros
I've reached out with several technical support questions and each time, I've received helpful responses.
Cons
There's a need for more email-specific information, such as to/from addresses, to be returned with the conversation API.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
10
Functionality
8