Helpshift vs Capacity

A detailed comparison of Helpshift and Capacity. Find out which AI Support solution is right for your team.

📌Key Takeaways

1Helpshift vs Capacity: Comparing 6 criteria.
2Helpshift wins 6 categories, Capacity wins 0, with 0 ties.
3Helpshift: 4.5/5 rating. Capacity: 4.4/5 rating.
4Overall recommendation: Helpshift edges ahead in this comparison.

Option A

Helpshift

★4.5

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

6 wins

View full review →

Option B

Capacity

★4.4

AI-powered support automation platform that connects to your apps and learns from your content to answer questions

0 wins

View full review →

Helpshift wins

Ties

Capacity wins

Feature Comparison

Criteria	Helpshift	Capacity	Winner
Response Accuracy	5	4	Helpshift
Multi-language	4	3	Helpshift
Handoff Quality	5	4	Helpshift
Self-service	5	4	Helpshift
Analytics	4	3	Helpshift
Integration Depth	4	3	Helpshift

Detailed Analysis

Response Accuracy

Helpshift

Helpshift's response accuracy capabilities

Capacity

Capacity's response accuracy capabilities

Comparing response accuracy between Helpshift and Capacity.

Multi-language

Helpshift

Helpshift's multi-language capabilities

Capacity

Capacity's multi-language capabilities

Comparing multi-language between Helpshift and Capacity.

Handoff Quality

Helpshift

Helpshift's handoff quality capabilities

Capacity

Capacity's handoff quality capabilities

Comparing handoff quality between Helpshift and Capacity.

Self-service

Helpshift

Helpshift's self-service capabilities

Capacity

Capacity's self-service capabilities

Comparing self-service between Helpshift and Capacity.

Analytics

Helpshift

Helpshift's analytics capabilities

Capacity

Capacity's analytics capabilities

Comparing analytics between Helpshift and Capacity.

Integration Depth

Helpshift

Helpshift's integration depth capabilities

Capacity

Capacity's integration depth capabilities

Comparing integration depth between Helpshift and Capacity.

Feature-by-Feature Breakdown

AI-Powered Chatbots

Helpshift

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.

✓ Reduces support ticket volume by up to 40% while providing instant 24/7 customer assistance without increasing headcount

Capacity

AI knowledge base

✓ AI knowledge base

Both Helpshift and Capacity offer AI-Powered Chatbots. Helpshift's approach focuses on 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., while Capacity emphasizes AI knowledge base. Choose based on which implementation better fits your workflow.

In-App Messaging SDK

Helpshift

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.

✓ Increases customer engagement with support by 3x compared to traditional email support while reducing abandonment rates

Capacity

Chatbot and live chat

✓ Chatbot and live chat

Both Helpshift and Capacity offer In-App Messaging SDK. Helpshift's approach focuses on 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., while Capacity emphasizes Chatbot and live chat. Choose based on which implementation better fits your workflow.

Intelligent Ticket Routing

Helpshift

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.

✓ Reduces average handle time by 25% and improves first-contact resolution rates by matching issues with the right resources

Capacity

App integrations

✓ App integrations

Both Helpshift and Capacity offer Intelligent Ticket Routing. Helpshift's approach focuses on helpshift's smart routing engine automatically analyzes incoming support requests using ai to determine the optimal handling path., while Capacity emphasizes App integrations. Choose based on which implementation better fits your workflow.

Knowledge Base Management

Helpshift

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.

✓ Enables self-service resolution for up to 60% of common issues while reducing repetitive inquiries to human agents

Capacity

Workflow automation

✓ Workflow automation

Both Helpshift and Capacity offer Knowledge Base Management. Helpshift's approach focuses on 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., while Capacity emphasizes Workflow automation. Choose based on which implementation better fits your workflow.

Analytics & Reporting Dashboard

Helpshift

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.

✓ Provides actionable insights that help support leaders make data-driven decisions and demonstrate ROI to executives

Capacity

Analytics

✓ Analytics

Both Helpshift and Capacity offer Analytics & Reporting Dashboard. Helpshift's approach focuses on helpshift provides comprehensive analytics that give support leaders complete visibility into their operations, team performance, and customer satisfaction trends., while Capacity emphasizes Analytics. Choose based on which implementation better fits your workflow.

Strengths & Weaknesses

Helpshift

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...
✓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...

Weaknesses

✗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.

Capacity

Strengths

✓enables support teams to dramatically reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.
✓enable continuous optimization, helping support leaders measure automation ROI and identify opportunities for improvement.
✓reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.

Weaknesses

✗Less sophisticated than enterprise tools
✗Requires content investment
✗Smaller company

Use Case Fit

AI SDR: Automated Outbound Prospecting

Helpshift

Approach: Helpshift automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Capacity

Approach: Capacity automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Recommendation: Both Helpshift and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Lead Qualification and Scoring

Helpshift

Approach: Helpshift uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Capacity

Approach: Capacity uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

Recommendation: Both Helpshift and Capacity support this use case effectively. Compare their approaches and choose based on which aligns better with your existing processes.

Industry-Specific Fit

Industry	Helpshift	Capacity	Better Fit
Gaming	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.	Not specified	Helpshift
Fintech	Financial technology companies trust Helpshift to handle sensitive customer communications around payments, accounts, and transactions. The platform's enterprise-grade security, compliance certifications, and audit logging meet the stringent requirements of financial services. Fintech support teams benefit from Helpshift's ability to verify customer identity, securely handle account inquiries, and automate responses to common questions about transactions, fees, and account status while ensuring complex issues are routed to qualified human agents.	Not specified	Helpshift
E-commerce	Online retailers use Helpshift to manage high-volume customer inquiries around orders, shipping, returns, and product questions. The platform's AI excels at handling the repetitive queries that dominate e-commerce support—order status checks, return policy questions, and shipping inquiries—while seamlessly escalating complex issues like damaged items or payment disputes to human agents. Integration with e-commerce platforms enables agents to view order details and take actions directly within the support interface.	Not specified	Helpshift
SaaS	Software-as-a-service companies leverage Helpshift to provide technical support for their applications while gathering valuable product feedback. The platform's ability to capture device information, app version, and user context automatically gives support teams the diagnostic data they need to troubleshoot issues quickly. SaaS companies also benefit from Helpshift's knowledge base and self-service capabilities, which help users find answers to common questions without waiting for agent assistance.	Not specified	Helpshift
Healthcare	Healthcare organizations use Helpshift to provide patient support while maintaining strict compliance with privacy regulations like HIPAA. The platform's security architecture, data handling practices, and audit capabilities meet healthcare compliance requirements. Healthcare support teams use Helpshift to handle appointment scheduling, prescription inquiries, insurance questions, and general patient communications through secure, convenient messaging channels.	Not specified	Helpshift
Travel & Hospitality	Travel companies face extreme support volume fluctuations and time-sensitive customer needs around bookings, cancellations, and travel disruptions. Helpshift's AI automation handles routine inquiries about reservations, policies, and amenities while ensuring urgent issues like flight cancellations or booking errors receive immediate human attention. The platform's multilingual capabilities are essential for serving global travelers in their preferred languages.	Not specified	Helpshift
Telecommunications	Telecom providers use Helpshift to modernize customer service for their mobile apps and digital channels. The platform handles high volumes of inquiries about billing, plan changes, technical issues, and account management. AI automation resolves common questions instantly while complex technical issues are routed to specialized support teams with full context about the customer's account and service history.	Not specified	Helpshift
Media & Entertainment	Streaming services, digital media platforms, and entertainment companies use Helpshift to support millions of subscribers with questions about content, subscriptions, playback issues, and account access. The platform's ability to handle massive scale while maintaining fast response times is critical for media companies where customer experience directly impacts subscriber retention and lifetime value.	Not specified	Helpshift

Our Verdict

Helpshift and Capacity are both strong AI Support solutions. Helpshift excels at ai-powered chatbots. Both support key use cases like ai sdr: automated outbound prospecting, but with different approaches. Choose based on which specific features and approach best fit your workflow and requirements.

Choose Helpshift if you:

✓You need ai-powered chatbots capabilities
✓You need in-app messaging sdk capabilities
✓You operate in Gaming
✓AI SDR: Automated Outbound Prospecting is your primary use case

View Helpshift

Choose Capacity if you:

✓AI SDR: Automated Outbound Prospecting is your primary use case
✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support

View Capacity

Need Help Choosing?

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Frequently Asked Questions

It depends on your specific needs. Helpshift and Capacity each have strengths in different areas. Compare features, integrations, and pricing to determine which is best for your use case.

In some cases, yes. Many teams use complementary tools together. Check if both platforms offer integrations or APIs that allow them to work together.

Both platforms offer different onboarding experiences. Helpshift and Capacity each have their own setup processes. Most users can get started with either within a few hours.

The main differences are in their approach, feature set, and target use cases. Review the comparison criteria above to see detailed breakdowns of how they differ.

For small teams, consider factors like ease of use, pricing tiers, and the specific features you need most. Both Helpshift and Capacity can work for small teams depending on your priorities.

Sources & Evidence

AI-powered in-app messaging and chatbots that resolve customer issues without agent intervention
Source: 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.
AI-powered ticket automation with human-in-the-loop oversight that automatically resolves support tickets without manual intervention while maintaining quality control
Source: Capacity's core differentiator is its ability to autonomously handle entire support workflows—from initial ticket receipt through resolution—while maintaining human control through intelligent routing, confidence-based escalation, and continuous quality monitoring. Unlike basic chatbots that simply deflect inquiries, Capacity's AI actually resolves issues by accessing knowledge bases, executing workflows, and providing substantive answers. The human-in-the-loop architecture ensures complex issues reach appropriate specialists while AI handles routine inquiries, enabling support teams to focus on high-value interactions while achieving up to 70% automation rates on routine tickets.