Helpshift

Where Helpshift shines

Helpshift is an in-app support platform with AI that answers FAQs, runs simple workflows, and routes complex issues to agents. It focuses on mobile apps and games: users get help without leaving the app, and teams see device info, app version, and crash details automatically. The goal is faster answers, less back-and-forth, and higher ratings in the stores.

Helpshift embeds support inside mobile apps and games so users can get help without leaving the experience. It combines in app messaging, searchable FAQs, and targeted automation that can collect device context, app version, and user identifiers with consent. Bots guide users through steps, propose answers from the knowledge base, and create tickets with full context when a person is needed. Agents see device and app details alongside the conversation, which shortens troubleshooting and reduces back and forth. For teams that support large mobile audiences, this approach keeps support where the problem occurs and avoids channel switching that leads to drop off.

Helpshift is strongest for mobile products and games with high daily activity and predictable support patterns such as account recovery, purchase issues, and device specific bugs. The best outcomes appear when product teams and support teams collaborate. Product teams instrument relevant diagnostics and expose safe actions. Support teams keep concise FAQs and escalation paths tuned to the top issues. Release notes and app updates are mirrored in the help center quickly so automation does not serve outdated advice. Push notifications and in app announcements can deflect known issues during incidents, keeping queues manageable while engineers work on fixes.

Mobile support brings sensitive context such as device identifiers and purchase details. Collect only what is needed, store it under policy, and be clear about consent. Do not attempt account changes that require strong identity proof unless the app supports it safely. Always provide a route to a person, especially for payments and parental controls. Keep retention windows as short as possible and avoid storing screenshots that contain personal data. With these practices, Helpshift keeps users supported in place and reduces friction during stressful moments.

We like Helpshift because it brings help to the user rather than sending them to a separate site and because device context removes guesswork for agents. We do not like the confusion that arises when FAQs lag behind releases. It could be better with stronger safeguards that pause automation when a known incident is live and with clearer tools to test flows against new app versions before rollout. The interesting outcome is fewer abandoned tickets because users never leave the app. Security is about restraint and clarity. Collect minimal data, protect it, and limit access. Helpshift is for mobile teams and studios that want fast, context rich support. Its strength is in place assistance with device awareness. Its weakness is dependence on tight coordination between product and support.

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Compared to similar tools

Helpshift excels at in-app support with device context. Web-first suites like Zendesk or Intercom need extra setup to match this mobile experience.

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Recent updates

Last updated: 1 month ago