AI Support

Helpshift

by Helpshift

★4.5

260 reviews

Mobile-first customer service platform with AI chatbots and in-app support for gaming and mobile app companies

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📌Key Takeaways

1Helpshift is a ai support AI agent by Helpshift, founded in 2012.
2Mobile-first customer service platform with AI chatbots and in-app support for gaming and mobile app companies
3Top strengths: AI-Powered Chatbots: Helpshift's intelligent chatbot system leverages advanced natural language processing and machine learning algorithms to understand customer queries i...; In-App Messaging SDK: The Helpshift SDK integrates directly into iOS, Android, and web applications, creating a native messaging experience that feels like a natural extens....
4Rated 4.5/5 based on 260 reviews.

Overview

Helpshift is a comprehensive AI-powered customer support platform specifically engineered for businesses that prioritize mobile-first customer experiences while maintaining robust web-based support capabilities. The platform represents a paradigm shift in how companies approach customer service, combining sophisticated artificial intelligence with human agent expertise to create seamless, scalable support operations that dramatically reduce costs while simultaneously improving customer satisfaction metrics. At its core, Helpshift delivers an intelligent in-app messaging system that allows customers to receive support without ever leaving the application they're using. This native integration eliminates the friction traditionally associated with customer support—no more switching to email, waiting on hold, or navigating complex phone trees. Instead, customers can initiate conversations, receive AI-powered instant responses, and seamlessly escalate to human agents when necessary, all within the familiar interface of their favorite apps. The platform's AI engine is built on years of machine learning trained on millions of customer interactions across diverse industries. This proprietary technology understands customer intent, automatically categorizes issues, suggests relevant knowledge base articles, and can resolve common queries entirely without human intervention. For more complex issues, the AI intelligently routes conversations to the most appropriate agents based on skill sets, availability, and historical performance data. Helpshift serves a diverse clientele spanning gaming companies, fintech platforms, e-commerce retailers, SaaS providers, and enterprise organizations. The platform is particularly valuable for businesses with high-volume support needs, mobile applications with millions of users, and companies seeking to modernize their customer service operations with AI automation. Key capabilities include omnichannel support across mobile, web, and messaging platforms, sophisticated ticket management with automated workflows, comprehensive analytics dashboards, knowledge base management, and extensive integration options with existing business systems including CRMs, marketing automation tools, and data warehouses.

🎯 Key Differentiator

AI-Extracted

AI-powered in-app messaging and chatbots that resolve customer issues without agent intervention

Helpshift's proprietary AI handles common support queries directly within mobile apps and web interfaces, reducing support ticket volume by up to 40% according to customer case studies. The AI learns from historical support interactions and continuously improves resolution rates. This technology has processed billions of customer interactions, enabling it to understand context, sentiment, and intent with remarkable accuracy. Companies like Supercell, Zynga, and Microsoft have leveraged this capability to handle millions of support requests while maintaining high customer satisfaction scores.

This differentiator was AI-extracted from competitive research.

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Last verified: January 27, 2026

Key Features

AI-Powered Chatbots

Helpshift's intelligent chatbot system leverages advanced natural language processing and machine learning algorithms to understand customer queries in real-time and provide accurate, contextual responses. The chatbots are trained on your specific knowledge base, product documentation, and historical support interactions, enabling them to handle everything from simple FAQs to complex troubleshooting scenarios. The system continuously learns from each interaction, improving its accuracy over time and adapting to new products, features, and common issues as they emerge. Unlike basic rule-based chatbots, Helpshift's AI understands intent and context, allowing it to handle variations in how customers phrase questions and provide personalized responses based on user history and behavior patterns. Reduces support ticket volume by up to 40% while providing instant 24/7 customer assistance without increasing headcount.

In-App Messaging SDK

The Helpshift SDK integrates directly into iOS, Android, and web applications, creating a native messaging experience that feels like a natural extension of your product rather than an external support tool. This deep integration allows customers to initiate support conversations, attach screenshots, share device information automatically, and receive push notifications for agent responses—all without leaving your app. The SDK is lightweight, optimized for performance, and designed to minimize impact on app size and battery consumption. It supports rich media including images, videos, and file attachments, and can be fully customized to match your brand's visual identity with custom colors, fonts, and messaging styles. Increases customer engagement with support by 3x compared to traditional email support while reducing abandonment rates.

Intelligent Ticket Routing

Helpshift's smart routing engine automatically analyzes incoming support requests using AI to determine the optimal handling path. The system considers multiple factors including issue type, customer sentiment, language, VIP status, agent expertise, current workload, and historical resolution data to route each ticket to the agent most likely to resolve it quickly and effectively. For issues that can be handled automatically, the system routes to AI bots; for complex matters requiring human expertise, it identifies the best-qualified available agent. The routing logic is fully customizable through visual workflow builders, allowing support managers to create sophisticated rules that reflect their team structure and business priorities. Reduces average handle time by 25% and improves first-contact resolution rates by matching issues with the right resources.

Knowledge Base Management

The integrated knowledge management system allows support teams to create, organize, and maintain a comprehensive library of help articles, FAQs, troubleshooting guides, and how-to content. The platform includes a powerful WYSIWYG editor for content creation, version control for tracking changes, and analytics that show which articles are most viewed and most effective at deflecting tickets. The knowledge base integrates seamlessly with the AI chatbot, which automatically suggests relevant articles to customers based on their queries. Content can be organized into categories and subcategories, tagged for easy discovery, and localized into multiple languages to support global customer bases. Enables self-service resolution for up to 60% of common issues while reducing repetitive inquiries to human agents.

Analytics & Reporting Dashboard

Helpshift provides comprehensive analytics that give support leaders complete visibility into their operations, team performance, and customer satisfaction trends. The dashboard includes real-time metrics on ticket volume, response times, resolution rates, CSAT scores, and agent productivity, along with historical trending to identify patterns and forecast staffing needs. Advanced reporting capabilities allow teams to create custom reports, schedule automated delivery to stakeholders, and drill down into specific segments by product, region, issue type, or customer cohort. The platform also includes AI-powered insights that automatically surface anomalies, identify emerging issues, and recommend optimizations to improve support efficiency. Provides actionable insights that help support leaders make data-driven decisions and demonstrate ROI to executives.

Pros & Cons

Pros

+AI-Powered Chatbots: Helpshift's intelligent chatbot system leverages advanced natural language processing and machine learning algorithms to understand customer queries i...
+In-App Messaging SDK: The Helpshift SDK integrates directly into iOS, Android, and web applications, creating a native messaging experience that feels like a natural extens...
+Intelligent Ticket Routing: Helpshift's smart routing engine automatically analyzes incoming support requests using AI to determine the optimal handling path. The system consider...
+Knowledge Base Management: The integrated knowledge management system allows support teams to create, organize, and maintain a comprehensive library of help articles, FAQs, trou...
+Analytics & Reporting Dashboard: Helpshift provides comprehensive analytics that give support leaders complete visibility into their operations, team performance, and customer satisfa...

Cons

−AI-generated content requires human review to ensure accuracy and brand voice consistency.
−Initial setup and integration may require technical resources or onboarding support.
−Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Use Cases

Explore all AI Support use cases →

AI SDR: Automated Outbound Prospecting→

Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.

Lead Qualification and Scoring→

Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.

Frequently Asked Questions

Helpshift offers: AI-Powered Chatbots: Helpshift's intelligent chatbot system leverages advanced natural language processing and machine le. In-App Messaging SDK: The Helpshift SDK integrates directly into iOS, Android, and web applications, creating a native mes. Intelligent Ticket Routing: Helpshift's smart routing engine automatically analyzes incoming support requests using AI to determ. Knowledge Base Management: The integrated knowledge management system allows support teams to create, organize, and maintain a . Analytics & Reporting Dashboard: Helpshift provides comprehensive analytics that give support leaders complete visibility into their .

1. AI-Powered Chatbots: Helpshift's intelligent chatbot system leverages advanced natural language processing and machine learning algorithms to understand customer queries i... 2. In-App Messaging SDK: The Helpshift SDK integrates directly into iOS, Android, and web applications, creating a native messaging experience that feels like a natural extens... 3. Intelligent Ticket Routing: Helpshift's smart routing engine automatically analyzes incoming support requests using AI to determine the optimal handling path. The system consider...

1. AI-generated content requires human review to ensure accuracy and brand voice consistency. 2. Initial setup and integration may require technical resources or onboarding support. 3. Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Helpshift was founded in 2012. The company has raised $98M+ total. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Common use cases for Helpshift include: In-app messaging, AI chatbots. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

AI-powered in-app messaging and chatbots that resolve customer issues without agent intervention. Helpshift's proprietary AI handles common support queries directly within mobile apps and web interfaces, reducing support ticket volume by up to 40% according to customer case studies. The AI learns from historical support interactions and continuously improves resolution rates. This technology has processed billions of customer interactions, enabling it to understand context, sentiment, and intent with remarkable accuracy. Companies like Supercell, Zynga, and Microsoft have leveraged this capability to handle millions of support requests while maintaining high customer satisfaction scores.

Helpshift serves various industries including: Gaming, Fintech, E-commerce, SaaS, Healthcare. Helpshift has deep roots in the gaming industry, serving many of the world's largest mobile game publishers including Supercell, Zynga, and Playrix. Gaming companies face unique support challenges including massive user bases, global audiences across dozens of languages, time-sensitive issues around in-app purchases and account access, and players who expect instant responses without leaving their game. Helpshift's in-app messaging and AI automation are perfectly suited to these demands, enabling gaming companies to provide responsive support at scale while keeping players engaged in the game experience.