Genesys DX (discontinued) vs. Helpshift

The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us

Incentivized

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

Incentivized

• We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
• Email integration with Outlook has helped channel emails to agents by skill set.
• The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
• I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.

• FAQ
• triggers by Google extensions
• customer service
• chat priority

• Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
• Native mobile applications to provide added support.
• Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.

Incentivized

• The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization).
• Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone.

Incentivized

Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement

Incentivized

Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

Incentivized

The Bold360 team has been supportive throughout the process. My reason for providing the 8 rating is due to the training curriculum. I believe Bold should work closely with the client to determine what training would best support the customer's needs.

Incentivized

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

Incentivized

Each is unique in [its] own way but we wanted something powerful and easy for the people performing day-to-day tasks within it. We didn't want to always have to rely on IT to not only develop but also maintain the solution and therefore adding an unnecessary dependency on the opportunity the platform can provide to its users. We also wanted a native live chat platform within it, rather [than] further customization to integrate with another solution provider.

Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't gone with Zendesk because we've heard from multiple people that their customer support was sub-standard

Incentivized

• Considerable saving on ticket deflection so return on investment
• Saved on extra support engineer recruitment through self service
• Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers

• The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
• The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

Incentivized