User Reviews Overview

About HelpCrunch

HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their...

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Feature ratings

Value for Money
4.8
Features
4.6
Ease of Use
4.7
Customer Support
4.8

Browse HelpCrunch Reviews

177 of 177 reviews
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Leonardo
  • Industry: Internet
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

Awesome Value for the Money

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.

Response from HelpCrunch

Appreciate your review, Leonardo.
We're building HelpCrunch to help businesses like yours to solve the exact problems you described.

Glad that you're able to centralize customer support and generate more leads for your business with the tool.
All the best!

Replied 21/8/2019
Verified Reviewer
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 2/9/2019

Good but app can be better

I like the chat and the history of the chat by user/contact. If the mobile app could show me the meta data when a chat comes in, that would be perfect.

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)

Response from HelpCrunch

Hey there! Thanks for all the feedback.
Our support team received your request regarding user data in mobile apps.
We've already added this to our backlog and we'll see how soon it will be implemented :)

We'll also look into the slow app loading on low internet speed.
Stay tuned! If you want to receive updates on those, just ping our team and we'll be sending you updates on periodic basis.

Replied 3/9/2019
Justin
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
4
Customer Support
4

3
Reviewed on 21/12/2021

Good Live Chat and Knowledgebase Software with Affordable Pricing

Nice UI and easy to use interface. Easy setup. Affordable pricing.

Pros

Knowledge base accessible from Chat Widget. Auto messages. Bulk email. Mobile apps.

Cons

Mobile app notifications are late or sometimes did not appear.

Top HelpCrunch Alternatives

Grant
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 10/9/2020

Good chat client for customer support and feedback

We use HelpCrunch as our primary support tool (for potential customers with questions, for customers with questions, for feedback reports, etc). Installation and subscribing was easy using a WordPress plugin, and the interface is easy to understand, configure, and use if you're familiar with web interfaces like Google Apps, Intercom (to which HelpCrunch is very similar, and far less expensive). The mobile app allows us to respond immediately to customers without being tied to a desk. Being in the early stages (first year) of a software release, this allows us to get immediate feedback from our customers, and, possibly more importantly, from those who would be our customers except for some reason, so that we can make good decisions.

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.

Response from HelpCrunch

Thanks a lot, Grant!

Replied 14/9/2020
Peter
  • Industry: Photography
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

Excellent chat software for your Wordpress site!

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.

Response from HelpCrunch

Appreciate the kind words, Peter!

Replied 21/8/2019
Petr
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 27/7/2021

Itegrated cost effective solution very suitable for SMB

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 CRM, 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)

Reasons for Switching to HelpCrunch

Met all requested features. Affordable price. Best quality / price ratio.
Juan
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

Excellent Tool For Your Customers

I honestly stayed because of the awesome customer service that I received before I was a customer, and after. If your customer service would have been subpar, I would have stayed with the product I used before.

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.

Response from HelpCrunch

Hi Juan! Thanks for your review.
Glad that you're now able to easily chat with your customers in real-time and reach them even after they leave your website.

Your feature request regarding subdomains is well taken. We should start working on this soon.
Cheers!

Replied 21/8/2019
vincent
  • Industry: Consumer Electronics
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
3

5
Reviewed on 20/8/2019

Good overall

We have seen a dramatic rise in the quality of our communications with customers during business hours.

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.

Response from HelpCrunch

Hey Vincent! Thanks a lot for the review and the feedback!

Have you tried putting up an offline form & message? This helps your customers to clearly tell if your team is offline or not.
Feel free to reach out to our team via chat, we'll be happy to help you with that or any other questions.

Replied 21/8/2019
John
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

HC runs our business!

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

Response from HelpCrunch

We're very glad to have Tribute team with us, John!
Thanks for the kind words.
We expect to roll out a small UI update to make the chat look even more modern already this month.

Cheers!

Replied 21/8/2019
Luca
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
N/A

5
Reviewed on 28/8/2019

Many features for a good value

We've been using helpcrunch to drive sales on our website and to provide in-app support for our product, avoiding to get several emails spread across several accounts with no way to assign people to different tickets.

Pros

The software is easy to use, and has useful features like tags and ways to manage the support people assigned to a certain ticket. The Android SDK integration was also easy to set up and could be added without spending too much time on it. The most important among the pros is the amount of information about the system that the ticketing system automatically collects from the user, which is useful for us to debug.

Cons

Some advanced features are not really easy to get started with if you don't have experience with this kind of software. However, those are optional tools, the normal usage is intuitive even for unexperienced people.

Alternatives Considered

Zendesk Suite

Reasons for Switching to HelpCrunch

Very competitive price with the same (if not more) features.

Response from HelpCrunch

Thanks so much for the detailed review, Luca.
We're looking to make all HelpCrunch features even more intuitive to get started with in the upcoming weeks already.
Cheers!

Replied 2/9/2019
Verified Reviewer
  • Industry: E-Learning
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

The Bread and Butter for your digital support team.

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

Response from HelpCrunch

Thank you for the review!

Replied 21/8/2019
Dave
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 20/8/2019

Absolutely perfect

Pros

The interface was solid and easy to use for my team. The setup process to be able to be live and functional was straight forward and take only some minutes to setup. Once online, the tools was also easy to use for the user of the website. The configuration options are well documented and helpcrunch offer wide range of options to configure the way you want to use the tools.

Cons

The only drawback we found was the desktop/mobile app. The notification seem to not always be receive in time and sometime we receive notification some minutes after the client leave the website.

Response from HelpCrunch

Hi Dave! Thanks much for the detailed review.
Ease of chat setup is definitely important for us and our users.

We're working on the mobile app notifications improvements already, we'll keep you updated!

Replied 21/8/2019
Ivan
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/4/2020

A better (and cheaper) alternative to Intercom

Pros

We made the switch to HelpCrunch because we were concerned about the increasing costs with Intercom as our user base grew. Everything was great from the get go and my entire Success team is happy with the tool. On top of that, we managed to cut our expenses by 60%, which is great.

Cons

The limit of emails and auto-messages in our plan is a little upsetting

Ana
  • Industry: E-Learning
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 20/8/2019

Run your business with Helpcrunch

I love the ease of use and how organised it is. Using helpcrunch has helped me organise customer inquiries and I can easily navigate and look for conversations with the filter search function. I also love that I have can access previous conversations with customers without scrolling too much. Also love the customer support , every time I have a question someone comes back to me within 5 minutes. Truly bang for the buck.

Pros

The search/filter function and the color coding of conversations.

Cons

I wish I could easily edit and remove uploads on chats.

Response from HelpCrunch

Appreciate all the love, Ana!

In terms of removing uploads, you can easily delete them in chat just like you delete all other messages. What would you like to be able to edit in your uploads? Eager to learn more about your needs around this.

Replied 24/9/2019
Shahid
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 4/7/2019

The best live chat software I have ever used

The live chat is the lifeline for a SaaS company. We spent 100s of hours on the chat interacting and supporting our customers. I have noticed when you have too many features it becomes complicated to set up and use but not with Helpcrunch. It is easy to set up and even easier to use.

The automated messages, emailing and the templates are the best way stay productive and provide amazing customer experience.

Pros

I have noticed when you have too many features it becomes complicated to set up and use but not with Helpcrunch. It is easy to set up and even easier to use.

Helpcrunch is superb value for money and my agents are totally motivated to use it every day. The most I like about Helpcrunch it is loaded features and can automate many tasks.

Cons

I don't have any problem with the software but would love to see more languages and integrations.

Response from HelpCrunch

Thanks for your review!

Replied 6/8/2019
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 18/10/2018

Intercom alternative

Our support and sales guys use Helpcrunch to communicate with our visitors, users and paying customers - all from a single dashboard.

Pros

We've switched from Intercom, so I'll highlight the biggest differences between HelpCrunch and Intercom:
1) Prices - Helpcrunch became a 7 x cheaper solution for our customer support compared to Intercom
2) Their customer service guys rock.
3) Some cool neat features that Intercom didn't have

Cons

can't think of anything, just looking forward to their Knowledgebase feature release

Response from HelpCrunch

Thanks for your review! Glad that you enjoy using Helpcrunch for your sales and support needs.

Our Knowledge base feature is coming soon - late 2018/early 2019, so stay tuned ;)

Replied 22/10/2018
James
  • Industry: Internet
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/4/2018

Highly recommended, excellent support and easy to use

Better customer engagement and ongoing customer relationship improvement.

Pros

I first found the HelpCrunch site when searching for alternatives to Intercom and had a brief chat with a live chat agent. I then re-visited 2 days later and was able to continue the conversation exactly where we'd left off. Their support is outstanding.

The installation and setup of the software is impressively fast and very and easy to understand. I had it up and running on our site within 2 minutes. Their admin interface is easy to navigate too, I tested a chat message and it popped up instantly.

We now use HelpCrunch daily to better connect with our customers. It helps us to onboard, support and retain our users better.

Cons

It would be fantastic if an Android app was available so I could more easily talk to customers whilst out and about. However, it's pretty easy to respond via email if necessary.

Response from HelpCrunch

James, thanks so much for you warm feedback. We expect the Android app to be ready this week. Stay tuned!

Replied 16/4/2018
Pratik
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

4
Reviewed on 1/2/2019

10 on 10 design, Easy Integration, Competitive Pricing

Satisfactory. although, I noticed that the conversation rate was very low if compared to the current service I am using.

Pros

The Design and Flexibility the Customize your widget, Widget Integration, Registration.

Cons

Nothing Out of the box. Pricing is same as many companies, however they are into a very competitive field with multiple alternatives having way better features and even cheaper for multiple agents (Jivochat, Zendesk Chat). I did not find any API for easier integration. Free Version is not at all recommended, Better software are there if you need it free.

Response from HelpCrunch

Hi Pratik.
Thanks a lot for your detailed review!

As to your comment regarding our free live chat version, we've analyzed lots of alternatives prior to launching our free plan.
From what we saw, it's hard to find any other free live chat solution that would allow to:
- store that many free contacts in your customer base (up to 500)
- create auto messages with lots of rules
- talk to your users with in-app messenger and integrate your custom data.
- customize your chat widget with such a decent number of options.

If you have any other feedback regarding the free plan, please don't hesitate to contact our support and share your feedback.
We always strive to improve our product for all categories of users from one-man bands to enterprises.

The info about our APIs is easily accessible in our Knowledge base.
Feel free to ask us any questions about the APIs anytime, we'll be happy to assist you with the integrations.
Cheers!
- Daniil

Replied 26/2/2019
Verified Reviewer
  • Industry: E-Learning
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

4
Reviewed on 3/3/2020

Easy way for me to keep track of customer support and general help.

It has been positive. I can definitely see my traffic generating more visits and I am able to help others much faster.

Pros

It is a one stop shop for me to chat with customers or visitors at my website AND it also includes email integration. All of this comes at a reasonable price.

Cons

The Android app is still very buggy. It has become a little more stable, but it still needs work as others have mentioned.

Response from HelpCrunch

Thank you for the fair review. We are working on our Android app to improve its overall performance. Stay tuned, there is an update coming soon ;)

Replied 11/3/2020
Konstantin
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/9/2019

Easy to set up and send marketing messages

We were looking for a reliable communication solution for a reasonable price, and we got what we wanted.

Pros

We had no problem sending targeted messages to our customer audience through HelpCrunch toolset, it's easy to easy and offers a bunch of beautiful templates which we were able to customize as to our needs.

Cons

We are quite happy with HelpCrunch features and the seamless way it integrated with the other tools we are using.

Response from HelpCrunch

Thanks for taking time to leave the review!

Replied 30/9/2019
David
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 18/9/2020

Inexpensive alternative to Intercom

I would recommend Helpcrunch to all savvy sales/marketing/customer experience execs who are looking for a less expensive alternative solution to cover customer communication needs.

Pros

Helpcrunch doesn't break the bank unlike the major players like Drift or Intercom, yet it provides and extensive suite of functionality, very comparable to those two.

Cons

Nothing specific that I dislike - more native integrations would be nice though.

Response from HelpCrunch

Appreciate your thoughts, David!

Replied 22/9/2020
Elena
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 14/2/2018

Great tool for chats and emails

It's much easier for our users to contact us via live chat, and for us, it's great to see all the history of communication

Pros

Helpcrunch allows us to engage with our users both via chat and email. All the history of communication is gathered in one place, so it's easy to see all the info.

Cons

It would be great to see some kind of a knowledge base to let me quickly deal with all the features. Anyway, support team is always ready to help me.

Jonathan
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/2/2021

Awesome

My workers quickly got used to the software, they found it very easy to use, they had never used a tool as complete as this.

Pros

The software is beautiful, very easy to use, although it is a fairly complete tool, our company is proud to use that application. we recommend it 100%

Cons

I honestly liked everything about this application.

Response from HelpCrunch

Thanks for your review, Jonathan!

Replied 10/2/2021
Jorge
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/8/2019

Review

Pros

Easy to set up and cost-effective. In addition to an amazing support system to help you with any flows that may arise.

Cons

The product has been great so far. I will check back after my first year.

Response from HelpCrunch

Thank you, Jorge!

Replied 21/8/2019
Annabel
  • Industry: Arts & Crafts
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 1/2/2019

Customer support how it should be done

Really pleased with the software. It's well priced and beautiful.

Pros

Very pleased with the widget styling and easy way I can integrate the chat widget onto my site. The way in which my business hours can be set saves me from getting unwanted support tickets on my weekend through my mobile application as well, which has saved me a lot of stress!

Cons

I'd really love a help base that could automatically guage a user's request based on keywords and recommend a help article, further diminishing the amount of support tickets I get.

Response from HelpCrunch

Thanks for the kind review, Annabel!
Help base feature is already in development. We will definitely let you know when it's released so that you can further decrease the amount of resources involved in your customer support.

Replied 4/2/2019
177 reviews