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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- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
The software that really helps
HelpCruch has everything we need to automate the process of catching leads, providing necessary information to them and don't let them forget about us after we had a chat.
All the features are pretty detailed which helps to create what you really need. For instance, a pop-up. You can select different styles, colors, there is no limit on what you do. That's why your work with HelpCrunch is a pleasure.
One more thing, that will definitely win your heart is outstanding online customer support HelpCrunch has. They treat you not as a random user, but like a friend. Furthermore, they do release the features you request. They are just fabulous :)
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 :)
Switched From
DriftReasons 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.Response from HelpCrunch
Lana, you made our team's day. Thanks for all the love!
We're super glad to have you and supporthunt team as our loyal customers.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Sales Acquisition and Retention With HelpCrunch
Initially, we tracked our user behaviour of users coming on to the page. With this we tried to figure out what time most of the user are active and online, this helped us to followup with the user effectively and also helped us to improve our conversion rates to 12%.
Now, we are trying to send multiple follow up messages from the start with strong CTA's and have seen significant growth in sales.
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
IntercomReasons 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.Response from HelpCrunch
Hi Bhushan!
Thanks a lot for sharing your experience with HelpCrunch.
Seeing those conversion, sales and retention metrics improve is what it's all about.
As to the widget customization, we've looked at dozens of other live chat solution and couldn't find a more customizable chat widgets.
On HelpCrunch you can change widget size, colors, and there are many other customization options to play with.
Nevertheless, we're constantly adding new exciting tweaks and features to the live chat. Feel free to reach out to our team to share your suggestions.
Cheers!
- Industry: Program Development
- Company size: 2–10 Employees
- Used Weekly for 2+ years
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Review Source
Elliminates all our support headaches
HelpCrunch solved our problem of missalienged communications across channels, allowing to connect our mobile apps, social media messengers and live chat on website onto a single dashboard. Agents reported improved productivity and overal they like the ease of use and ability to customize their inbox views and route tickets using automation rules. We also use workflows to send replies to repetitive questions without a need of human intervention.
Pros
It's possibility to automate the responses to common questions and powerful customization of the inbox dashboard for faster resolutions and save time for agents
Cons
Nothing to complain about so far........
Top HelpCrunch Alternatives
- Industry: Computer Software
- Company size: 2–10 Employees
- Used for 1+ year
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Review Source
Web software ok. Mobile app non-functional. Service non-existent
Refused to allow me to cancel, even though I attempted to do so on the renewal date, and even though their app isn't working, so I can't respond to customers through the app. They suggested that I could enable email notifications - completely negating the point of instant response.
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.
Response from HelpCrunch
Hi Andrew! We really appreciate your review. Indeed there were some issues with the mobile apps in the last few weeks which a very small part of our customers have, unfortunately, experienced. You were one of them.
We do realize that this has affected your communication with customers and your business. We're terribly sorry for that and just wanted to let you know that we listen to all the feedback and try to react asap. We're rolling out a new update already this week which is aimed to dramatically improve both iOS and Android apps performance and overall user experience, fix the issues you've experienced + provide some new exciting features.
We really hope you'll be able to try out the updated apps. Our team would be looking forward to your feedback! Please don't hesitate to get in touch with us at any time. Take care!
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Great product for using Knowledge Base
Ukrainian CRM system KeyCRM uses HelpCrunch as a Knowledge Base for clients. We would certainly recommend it to everybody, who has such a request.
Pros
– native design,
– easy to organize Knowledge Base for clients (don't need any technical skills!),
– the ability to add not only text but also video for each instruction,
- online support, who is always in touch with every question we have.
Cons
Didn't notice any problems, but also need to say that we don't use full product functionality.
- Industry: E-Learning
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Great platform to directly connect with customers
So far it's been great. I saw many people raving about their customer support and yes, it is legendary! So far I've only interacted with them twice and it's been great!
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
FreshdeskReasons 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.Response from HelpCrunch
Thanks so much for the kind words, Mitch!
- Industry: Apparel & Fashion
- Company size: 2–10 Employees
- Used Daily for Free Trial
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Review Source
I have been using and testing numerous apps so far, and Helpcrunch is truly a winner.
The best option for small businesses
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.
Reasons for Choosing HelpCrunch
PricingSwitched From
IntercomReasons for Switching to HelpCrunch
Great price, has everything I need, ease of use, best customer supportResponse from HelpCrunch
Thanks for your review, Jelena! Custom email domains feature will be added in the future for sure.
- Industry: Media Production
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
The Intercom Slayer is Here
We're very much satisfied with the HelpCrunch and it was our wise decision to switch from Zendesk Suite. They really helped us in the migration and setting up our accounts. The pricing is very affordable.
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 SuiteReasons for Switching to HelpCrunch
Zendesk was quite costly for us and its android app wasn't well developed so we switched to Helpcrunch.Response from HelpCrunch
Thanks a lot for the review, Summet! We really appreciate the kind words.
Our SEO-friendly Knowledge base is coming already this month - we will for sure let you know when it's released so that you can implement it for your business.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Solid, stable and easy to use platform
We have increased the speed of our customer support team, happy customers and happy support agents.
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
CrispReasons for Switching to HelpCrunch
Solid team behind the product, and bugs free platform.Response from HelpCrunch
So great to see you've improved customer support team results with HelpCrunch!
Be sure more integrations are coming later this year ;)
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Great for customer care and chat
Pros
Bring able to keep all customer communications together in one place
Cons
Nothing. It all has worked perfectly. And when it didn't customer support were quick to help
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Daily for 1-5 months
-
Review Source
Great - probably the best messaging software
Their support is amazing and friendly - regardless of you being a paying customer or free user.
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.
Response from HelpCrunch
Thanks so much for your review, Joe!
Appreciate all the little details you've mentioned.
Your feedback regarding email notifications about new messages is well taken and passed to our product team.
All the best!
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Has promise
Support wasn’t great for a support software company. Very Slow software, they need to invest in a CDN of something.
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
- Industry: Airlines/Aviation
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
Ever-improving, powerful alternative to Intercom
Great customer service, willing to listen to any and all requests.
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.
Reasons for Choosing HelpCrunch
Value for moneySwitched From
IntercomReasons for Switching to HelpCrunch
Value for moneyResponse from HelpCrunch
It's awesome to have you with us, Max!
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall an awesome chat tool!
Easy to setup, no learning curve needed, our sales people cant live without it.
Pros
I lke the fact that its pretty configurable, it allows you have ton a of rules around what to show, where and to whom. Proactive messages is my favorite feature, banners are pretty handy too.
Support is great by the way
Cons
A few improvments can be introduced the mobile user experiences but these are not critical at all
Response from HelpCrunch
Thanks a lot Max! We're happy to have Invisible on board.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
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!
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Easy to Use.
We are trying to automate the email communication to be sent to our seller base based on actions they perform on our platform.
Helpcrunch offers a great way to achieve our marketing as well as business goals.
Pros
The platform is easy to use and it's auto message functionality lets us connect custom data variables in our backend to theirs. And we are getting good email open rates so far.
Cons
We are expecting some features around:
1) Connecting a custom email domain.
2) Reports for auto messages.
Response from HelpCrunch
Thanks for your review, Puneet!
We're pumped you're seeing success with your marketing automation campaigns.
We're definitely looking to add more features to our marketing software pretty soon which will help you in increasing your user engagement.
Stay tuned!
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Good alternative to Intercom
Pros
Feature packed and with good support, HelpCrunch is a great alternative to Intercom. It has chat, notifications, emails, and targeted data triggers which helps you improve both product and onboarding users.
Cons
It can get pricy too if you have a lot of users (operators) answering the chat.
Response from HelpCrunch
Thank you very much for your review. I'll forward your thoughts on pricing to our product team for review. Of course there're some services that are somewhat cheaper than HelpCrunch and even free, however comparing to Intercom we're more than affordable :)
It would be really great if you could share your thoughts on other services that provide the same functionality as HelpCrunch does while being cheaper. This will definitely help us.
- Industry: Nonprofit Organisation Management
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
A Must-Have Tool for Customer Support Teams
A very convenient service that is constantly evolving.
Pros
We were initially drawn to HelpCrunch for its live chat feature, but the AI Editor truly was a great bonus. It's intuitive and helps us maintain a consistent tone in all our communications. Highly recommended!
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
-
Review Source
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 ;)
- Industry: Chemicals
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Switched over from LiveChat
HelpCrunch were really helpful (no pun intended). Set up a custom pricing plan for my needs within an hour.
Pros
Better value for money for the features I needed. For me it was important to have different customised widgets for different domains. I've been a LiveChat customer for a number of years but the pricing for the customisable widgets drove me away in the end. Software is super easy to use and personally I prefer the simpler and more modern appearance of the widget and the admin interface.
Cons
With HelpCrunch the price you pay is per agent that you set up. With some other systems the price you pay is per logged in/online user. I wanted to set up more users but only have a smaller number logged in at any one time. In the end, I calculated that I still made a significant saving compared to the same features on LiveChat and better still I was able to talk to HelpCrunch and they set up a custom plan for me.
Response from HelpCrunch
Appreciate your detailed review, Matthew! We're really glad to have you with us.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Great Concept but needs work
Pros
The idea of 3 in 1 is great , chat, ticket system and email marketing all in one is a plus.
Cons
It seems to be confusing at times which chats are new and which are old and there are some limitations on how to setup the software, if some basic things were different will make this software much better
Response from HelpCrunch
Hi Joe! Thanks a lot for your review.
Great to hear that you're able to use HelpCrunch to the fullest.
Would be great to know more about what you found confusing about new/old chats and the setup.
If you have a minute, please get it in touch with our team via chat, we'd love to learn more about the issues you're experiencing so that we can fix those asap.
Thanks in advance!
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Useful live chat for web app based SMBs
We started using HelpCrunch to handle client's requests from emails, messenger, contact form etc. We did well with it
Pros
Clean interface, very easy to start with
Saved answers: really useful for those who aren't native English speakers - our team can use pre-made answers for frequently asked questions
Cons
We are a new business and haven't used other chat solution, so have nothing to compare HelpCrunch with. Everything works fine for us
- Industry: E-Learning
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
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 ;)
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
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!
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
-
Review Source
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!