HelpCrunch Reviews

Pros

HelpCrunch has a user-friendly interface with all necessary features supported. I would say, the team has thought for us by creating top-notch functionality. It was a great surprise, uniquely different pop-ups, and automatic follow-ups.

I would recommend to each new user to set up a demo call to see the full set of functions the HelpCrunch chat platform has.

Cons

There is nothing I can list here :) Like... really nothing :)

Alternatives Considered

Userlike and Intercom

Switched From

Drift

Reasons for Switching to HelpCrunch

The features, attractive design, functionality, price, online support have won in comparison with our previous platform (Drift) and a few that we were considering.

Pros

- Complete suite for emailing and chat
- Simple enough, yet highly customizable
- Very reactive customer support teams

Cons

- No Drip email marketing implemented (well, not yet as of 12/2019)

Alternatives Considered

Customerly and Intercom

Reasons for Choosing HelpCrunch

Customerly did not work properly, and there was no answer for 2 weeks to our questions.

Switched From

Customerly

Pros

It has lot of things bundled(like knowledge base, chat bot, email marketing, etc.) in it with awesome pricing options. Their chat widget is highly customizable to have a consistent look and feel with my website.

Cons

No such major cons, it is a nice tool. Only thing which they can improve is their basic price option. The basic variant should have some more features.

Pros

It was reasonably easy to install, although took a while to configure.

Cons

Mobile app didn't work, so when I did get enquiries I wasn't able to respond, making it look like I didn't respond to my customers.

Pros

Iam a noob developer and i have a responsibility of finding better customer relation management chat bot which improve my sales, i was on hunt for chatbots which is easy to use and customise, this is when i came across helpcrunch as i saw it gives me many integrations like mail and text where i get notified when an user has any concern. Along with this i also liked the customisation menu which is properly structured so that every entity can be changed with ease. As it also give 14 day free trial, this will altogether will get a customer and retain them effortlessly.

Cons

I liked pretty much everything, only thing i feel like can be improved is widget customisation along with the sizes and colours, this will make completely handful to the user.

Alternatives Considered

Intercom

Reasons for Switching to HelpCrunch

Main reason of choosing helpcrunch over intercom is pricing as helpcrunch gives same features like intercom for the best price and affordable.

Pros

I'm loving the macro systems which makes replying to help requests quick and easy, also the fact that you can connect and extend the functionality inside your app is going to be helpful. The best thing however I think is just how easy it was to get setup and start having real conversations with people.

Cons

It's really a small thing, but I'm looking forward to when they can allow us to send verified email from our own domains. For the moment this isn't a deal killer for us, but it will be nice to have the highest deliverability possible using our own custom domains.

Alternatives Considered

Freshdesk

Reasons for Choosing HelpCrunch

The former company I was using for support tripled their prices without notice. It was a real shock to see a company that was apparently 'for the little guy' change things up like this, and when I contacted their support about it, they said I had been given plenty of notice and really just seemed disinterested in the fact that we are a startup like they are, and every dollar matters. This whole experience really left a bad taste in my mouth so I've been on the lookout for a new support system for a while.

Reasons for Switching to HelpCrunch

It was recommended in a private group I'm in.

Pros

User-friendly admin panel, great price, very helpful support, best-written knowledge base. The best alternative to Intercom.
Lots of options. I am not even sure if I need a chatbot anymore, as there are enough options for using messages and popups.
Easy to use for anyone. My newly hired inexperienced customer support agent just turned it on and understood all the features immediately.

Cons

Sending verified emails from our own domain would be good to have. However, support agents say it is coming.

Alternatives Considered

Re:amaze, tawk.to, Conversational Cloud, Crisp and LiveChat

Reasons for Choosing HelpCrunch

Pricing

Switched From

Intercom

Reasons for Switching to HelpCrunch

Great price, has everything I need, ease of use, best customer support

Pros

What did I like most? Everything! Literally from the white glove support to user-friendly APIs. Plus the Android App is so amazing and very developed.

Cons

Nothing as such though we're looking for many more direct integrations with Salesflare and Platformly. Plus an SEO friendly Knowledge Base.

Alternatives Considered

Zendesk Suite

Reasons for Switching to HelpCrunch

Zendesk was quite costly for us and its android app wasn't well developed so we switched to Helpcrunch.

Pros

Bugs free
Easy to setup
Affordable
Stable and reliable
Support Team Trustworthy

Cons

Lack in some integrations to extend functionalities and integrate with CRM's.

Alternatives Considered

Crisp

Reasons for Switching to HelpCrunch

Solid team behind the product, and bugs free platform.

Pros

I've been looking for a help desk tool that combined the functionality of a helpdesk with the proactive in app messaging like Intercom. I've used both ZenDesk and HelpScout in the past and they just kept getting more expensive as they added features and functionality and it was getting cost prohibitive for our very small company.

Now we have a solution that has everything we were looking for at a fraction of the cost.

Cons

The only issue we've had is that there are so many features, the learning curve to understand and implement everything is a bit steeper than previous solutions. But that will go away as we continue to learn about and implement the tool.

Pros

- Easy to install
- Good basic chat functionality with the ability to scale
- Inexpensive for chat, and, again, can scale in price as new features are added
- Looks good (both the chat that faces the customer and the user interface for our support people)
- Ability to capture customer's email address or not based on a schedule, so that we can allow customers rapid access without entering personal information during business hours, but require name/email after hours
- Responsive customer support

Cons

- Occasional bugs, e.g. schedule not triggering at expected times
- Lack of some basic functionality at lower pricing levels (e.g. if a customer chats, then goes offline, the software won't email the customer that there's a new message unless you're on a higher plan that costs twice as much)

Alternatives Considered

LiveChat

Reasons for Choosing HelpCrunch

We'd used Intercom for a previous product, and when we tried to contact them for this product, they were very slow to respond, and considerably more expensive. Before they'd responded, we'd reviewed other options and installed HelpCrunch.

Switched From

Intercom

Reasons for Switching to HelpCrunch

(We also considered a few other chat clients). We plan to use the chat largely for direct interaction and solving of issues, and HelpCrunch seemed best suited to that purpose - e.g. we could use the built-in knowledge base. Other chat clients were either targeted at lead generation or were just too expensive for a small team.

Pros

Integration with iPhone. Easy to track if all chat users were handled and taken care of. Easy to embed on the website. Ability to send an email to offline chatters. The ability to block a person. Emailing a transcript.

Cons

- The fact I always have to open Helpcrunch website to answer chats. Sometimes you just forget to do that! The fact there is no any Windows App which would support HelpCrunch and start with Windows, so the chat would be always be connected to the agent.
- The fact there are no shortcuts or templates which would allow to type something like "/greet" and it would send a templated message i.e. Hello my name is Alex Satler. Please let me know how may I help you today? etc"
- The fact there is no way to guide your chat visitors around your website. Say, a visitor is interested in seeing my pricing. I simply enter a code "/price" and it re-directs a visitor to the page with our pricing and so on.

Alternatives Considered

tawk.to

Reasons for Switching to HelpCrunch

Primarily - because of your support on mobile platforms and based on feedback we received from our sales team.

Pros

I use HelpCrunch because i needed a more advanced chat solution. I use the chat to support my logged in users. I do not want to aks them name or company (meta data) as i have this info as they are logged in already. It was important the chat had a mobile (iOS) app, so i can give support on the road and as soon as possible.
Looks nice and professional.
I do not use a lot of the other functions, like the Knowledge Base.

Cons

I have asked support multiple times to improve the mobile app. As a chat comes in, i can only see the name and none of the meta data, which is very important to me. I don't understand why this is not in the app, as it is an important part of the help solution.
The web application in the browser is a bit heavy. I could not (or very slow) load it on slow (hotel) internet connections. (working in Safari)

Pros

I love HelpCrunch. I have tried literally 50 programs out of the 200 or so that are out there. HelpCrunch was my choice after a long search, and I am so glad I did.
The ease of use is extraordinary, and I am thrilled with the help I have received.
I am a news editor so trying to actually launch a new software program is often hard as I found out doing free trials on other programs, but I was able to set up HelpCrunch in two hours one evening.
It was a great use of time, because now I am finally seeing results when other software would draw crickets.
So I would suggest HelpCrunch to anyone serious about communication.

Cons

I would like to see Facebook Messenger integration which I know will be coming soon, but I would like it now.

Alternatives Considered

Chatra and JivoChat

Reasons for Choosing HelpCrunch

I found it to be a little more difficult to use and very expensive.

Switched From

Customerly

Reasons for Switching to HelpCrunch

I liked the integration of a help desk with the news.

Pros

Helpcrunch is very easy to setup and configure. They offer a very low cost (free) entry level so you can evaluate as long as you want. Helpcrunch has very low impact on the site performance, which is very important to me. Helpcrunch has an app on tablets and mobile phones which is extremely responsive. I hardly ever miss a chat because the app is so fast.

Cons

I can not think of anything I don’t like about the software. It is technically ok, and the developers are not harassing me with commercial mails like many other do. It is friendly software, made by friendly people.

Pros

Great integrated solution suitable for SMB, easy to deploy and manage, no complicated ticketing system and features uselfull only for enterprices.
Knowledge base and chat integrated in one solution.
KB default design is modern and nice, not necessary to customize too much (compared to Freshdesk for example).
Full KB/chat customization is included (Freshdesk will ask you additional up to 40 USD).

Cons

Support can be faster. In „rush days“ you may wait a few hours for response, but then you’ll get professional answers that help you solve your problem.

Alternatives Considered

LiveAgent, Freshdesk, Freshchat, EngageBay, Crisp and LiveChat

Reasons for Choosing HelpCrunch

HubSpot Knowledge base is available from Professional license, too expensive (>350 USD). Help Scout have issues with chat availabilty in SPA (need page refresh). Freshdesk and Freshchat are overcomplicated, for full KB customization you need to pay +40 USD (default KB design is ugly old style, full customization is necessary)

Switched From

Freshdesk, Help Scout, Freshchat and HubSpot CRM

Reasons for Switching to HelpCrunch

Met all requested features. Affordable price. Best quality / price ratio.

Pros

HelpCrunch was the clear choice for me because of their value for money services, compared to other expensive Support systems. They are continually improving and adding features which is great.

Cons

I've been a customer for a couple of years and it was originally a more simple Chat solution but now they have developed and extended their platform with other features.

Alternatives Considered

Intercom and Zendesk Suite

Reasons for Choosing HelpCrunch

Value for money

Switched From

Intercom

Reasons for Switching to HelpCrunch

Value for money

Pros

My customers can reach me with any questions they have about something I offer, or something in general on my website. Like the instant message I get on the app, and the ability reply to customers, even when they have left the site.

Cons

The only thing I don't like about the software is the fact that we can't change the suhdomain. I have my widget on multiple sites, but can't change the suhdomain.

Alternatives Considered

BirdSeed, JivoChat and Zendesk Suite

Reasons for Choosing HelpCrunch

Was offered a lifetime deal with Help Crunch and the customer service was top notch.

Switched From

BirdSeed

Reasons for Switching to HelpCrunch

The quick and responsive customer service.

Pros

UI, Design, UX and features. Helpcrunch delivers value by focusing on communication. Sure you can have all the other bells and whistles it provides but for the price and plan you subscribe to it will do the job effectively and efficiently.

Cons

More integrations would be great and there are some 'limitors' based on plan but its only ever an issue if you're an enterprise. For the average startup or small business, helpcrunch is awesome.

Alternatives Considered

Drift, Intercom and Zendesk Suite

Reasons for Choosing HelpCrunch

Better Design

Switched From

LiveChat

Pros

Good solid connections with customers. Feel comfortable to know they have received some information.

Cons

Off hours are very hard to manage. Customers done seem to know they are not online with agent and are leaving s message. No online list of customers on website browsing before chat to give better view of who is going to chat and why.

Alternatives Considered

Formilla.com

Reasons for Choosing HelpCrunch

Slow and unsteady. Would need updates or major issues would flurry.

Switched From

LiveChat

Reasons for Switching to HelpCrunch

Range of customizable feature set.

Pros

Tribute is a business that directly interfaces with customers every single day on a very detailed level. HC helps us manage, organize and effectively communicate with every customer on time.

Cons

The UI has been improving over time which is great! A slightly more modern feel would be awesome. Functionality is much more important to us though

Pros

Price is the best feature of this software. Overall the software has promise but isn’t quite ready for prime time. They are trying to
Copy intercom so if you would like someone similar to intercom this software could suit.

Cons

Support was ok to poor and they are over charging for importing data into the system (quoted me $300+). Their iOS app isn’t the best, does not refresh correctly and isn’t that user friendly compared to intercom.

The part that annoyed me was the speed of the system in Sydney Australia. 6 secs to load images on their site (confirmed with speed test sites too). Just too slow and support the fact they are not quite ready for prime time. Maybe another year they will be

Pros

Simply, the biggest pro is that it just works. When it comes to Messaging software, reliability is essential. In the past, ive had messaging plugins not send a message to me because i haven't opened their app in some time and it auto logged me out. I have never missed a message with helpcrunch.

It also looks more modern than the competition.

Cons

There isn't really a con. The only thing is that i get emailed each time i receive a message - so if i am having a conversation with someone i will get dozens of emails, rather than just two emails, (one alert at the start and one summary at the end).

But that is likely something that will get ironed out, more than an intentional feature.

Pros

If you deal with customers, you need a system in place. Emails are a way to lose customers, because the conversation get lost in the way.

We had this problem before, and we started to look for a system that could help us with our communication with customers and a central dashboard for our articles.

Helpcrunch helped us to solve this problem. We installed the widget in our site and started to deal with customers support in a centralized manner, and also helped us with lead generation.

The app also provides a knowledge base that you can use to keep your customers in the loop, on how to use your app and solve small issues without the need to reach out to support.

Helpcrunch also packs pro-active messages, that you can use to interact with people who visit your site.

It's easy and pleasent to use. I highly recommend

Cons

I can't say something bother us, I like the app and is easy to use.

Pros

The software is easy to use and have some great features you wont find in the others.

Cons

The safe responses are not working on mobile. This is the only downsize I see to this software and the team has assured me that it is been worked on. This shortcut is essential