HelpCrunch

Vorteile

HelpCrunch works extremly well for small SaaS like us. We use it as a single customer communication tool that aligns chat on our website, chatbot, and help center. My favrite feature is the AI assistant that saves us hours in writing help center content. It can generate an entire article with just a few clicks. Another great bonus is that email and auto messages are included in our plan, allowing us to set up our transactional emails and onboarding using this platform

Nachteile

Not a dislike as such but reports on email campaigns can be improved. The analytics aren't very intuitive, and accessing certain metrics requires hovering over options, which isn’t always convenint.

Vorteile

– 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.

Nachteile

Didn't notice any problems, but also need to say that we don't use full product functionality.

Vorteile

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

Nachteile

Mobile app notifications are late or sometimes did not appear.

Vorteile

What stands out with HelpCrunch is its fantastic support for large teams. Features like collaboration tools, private notes, saved replies, and macros are incredibly helpful. The ability to customize the live chat appearance far surpasses what Intercom offers. It's straightforward to use, avoiding unnecessary complexity with a clean and simple design. Navigation is a breeze with clearly categorized chats.

Nachteile

The live chat sometimes loads slowly in certain locations. However, their customer success team is aware and is currently working on chat speed optimization.

Vorteile

- online chat that combines our support requests from the email inbox, messengers, and website;
- ability to tag the prospects automatically and assign chats to specific agents by rules;
- marketing features like proactive chat and emails, they help us engage the traffic on website and send seasonal promo campaigns, having all data about prospects in one system.

Nachteile

That we need to pay extra for AI Editor.

Vorteile

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

Nachteile

Nothing to complain about so far........

Vorteile

Helpcrunch panel is very easy to use, and it is very easy to be integrated to any channel you need. Also, AI asssitant helps us responds to questions faster, it gave my customer service a great reputation! I can also generate legit FAQ articles from prompts, saving me tones of time!

Nachteile

It would be great to have even more AI features

Vorteile

A Time-Saving Bonus - HelpCrunch has simplified our customer support process

Nachteile

Everything works efficiently and without any issues.

Vorteile

Analytics As a customer support manager I really appreciate the analytics section which helps me easily check the average handling time, response time, missed chats workload by hours etc. This helps with quick quality assurance evaluations and workforce management.

Nachteile

I didn't notice anything I wouldn't like

Vorteile

HelpCrunch offers more features than other similar platforms at a fraction of the cost. The live chat and email functionalities work great, and the customization options are vast.

Nachteile

I did not find any significant flaws in Helpcrunch.

Vorteile

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!

Vorteile

* Robust toolset of chat and email features, team reports are super useful too.
* Affordable price per agent is definitely a plus (I hated paying per contact on Intercom before - it was too unpredictable for our fast growing SaaS)
* Always helpful customer support assistants

Nachteile

None as of right now. We used to experience a few issues with it at the beginning, but everything works great for us currently. Probably the only thing I'd like to see improved is the speed of our emails deliverability (we have a 200K+ ema

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Drift, Intercom und Zendesk Suite

Warum HelpCrunch gewählt wurde

Better Design

Zuvor genutzte Software

LiveChat

Vorteile

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

Nachteile

A few improvments can be introduced the mobile user experiences but these are not critical at all

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

Awesome live chat software for support team with lots of cool features:
- chat notes
- chat ratings
- in-app messenger
- automated and manual messages

Nachteile

I have literally nothing to complain about, everything works great and we rarely face any bugs.

Vorteile

We have used the platform for 9 months and have experienced constant development of features and great support when needed. They also take our feedback into consideration and have released several features that meet our demands.

Nachteile

Reporting could be improved. We use tags on the chats to be able to report and learn from the topics, but there is no easy way of doing this at the moment.

Vorteile

I like the chat system and especially is how easy is to send email or message to customers. Also, there is a lot of pre-made templates that can help you with faster and better respond to clients. It is not just a chatting system, it is more - it could be an email marketing tool and help desk at the same time. Also, design and user experience is on other level comparing to similar tools.

Nachteile

The only issue that I could find that when sending an email - email is signed by help crunch organization instead of a company. Maybe there is a way to change this - but I could find that setting.

Vorteile

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

Nachteile

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

Vorteile

They have every function you need and are constantly adding more features

Nachteile

I wish the widget had more features to customize the view. Such as the company logo

Vorteile

The app is very easy in use. It did not get a long time to learn all the functions.

Nachteile

We placed our logo on the chat header but it looks too small and there is no option to increase the image

Vorteile

User friendly, Easy to use! Great User interface.
Best for beginners and advance users. Basic need meet all!

Real time chat features, Reasonable price for starting up companies.
and it helps you with your leads and products. Integrations available with third part programs

Nachteile

Not at all. just wan to have more integrations with other third part programs.

Vorteile

We switched to HelpCrunch from Zendesk. Firstly, the main reason was the price - it was 3 times more affordable than the Zendesk plan we were on before that.
After 1 month, with HelpCrunch we also come to appreciate in-app messages: the main contract of the month signed after a conversation in the chat with a client.

Nachteile

We faced some issues while switching and it took us some time to migrate from Zendesk to HelpCrunch tool

Vorteile

The AI editor is a lifesaver. It helps us quickly deal with common queries and frees up our team to handle more complex issues. Plus, transitioning from Intercom was smoother than expected—no headaches, no data loss.

Nachteile

Would love more flexibility with the automation rules.

Vorteile

Bring able to keep all customer communications together in one place

Nachteile

Nothing. It all has worked perfectly. And when it didn't customer support were quick to help

Vorteile

Un produit magnifique et simple à utiliser permettant les chat direct avec une qualité d'interface utilisateur et facile à déployer et à intégrer d'autres produits.

Nachteile

C'est le top produit de la gestion clientèle . Je le recommande

Vorteile

C'est une plateforme très intéressant pour la communication et avec un chat direct parfait .Un marketing très efficace et automatique et permet d'intégrer d'autres logiciels

Nachteile

Un très bon logiciel avec une version gratuite et très spéciale. Je n'ai pas d'inconvénients

Vorteile

HelpCrunch est un très bon produit pour aider les entreprises et les prospects pour trouver de solution ensemble avec de très bonnes fonctionnalité et très simple à utiliser. Je suis très satisfait

Nachteile

C'est un très bon produit et je n'ai rien à reprocher pour le moment après avoir utilisé

Vorteile

C'est une meilleure plateforme de communication clients très performante et facile à utiliser pour intégrer d'autres logiciels. Offres une bonne fonctionnalités automatique des mails

Nachteile

J'adore HelpCrunch pour ses multiples fonctionnalités. Je n'ai pas eu de problème pour le moment

Vorteile

HelpCrunch est un meilleur produit de Chat direct très simple et facile à utiliser et permet de gérer le service client avec des mails automatiques

Nachteile

Un très bon produit mais je rencontre quelques burgs lors de se connecter

Vorteile

HelpCrunch est un bon logiciel, facilite la bonne gestion des connaissances d'une entreprise, très rapide et fiable.

Nachteile

Je le recommande, je n'ai pas une grande chose à y reprocher.

Vorteile

- 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

Nachteile

- 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)

In Betracht gezogene Alternativen

LiveChat

Warum HelpCrunch gewählt wurde

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.

Zuvor genutzte Software

Intercom

Gründe für den Wechsel zu 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.

Vorteile

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.

Nachteile

- 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.

In Betracht gezogene Alternativen

tawk.to

Gründe für den Wechsel zu HelpCrunch

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

Vorteile

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.

Nachteile

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)

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Userlike und Intercom

Zuvor genutzte Software

Drift

Gründe für den Wechsel zu 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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Intercom

Gründe für den Wechsel zu HelpCrunch

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Freshdesk

Warum HelpCrunch gewählt wurde

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.

Gründe für den Wechsel zu HelpCrunch

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

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

tawk.to, Conversational Cloud, Crisp und LiveChat

Warum HelpCrunch gewählt wurde

Pricing

Zuvor genutzte Software

Intercom

Gründe für den Wechsel zu HelpCrunch

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

Vorteile

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).

Nachteile

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.

In Betracht gezogene Alternativen

LiveAgent, Freshdesk, Freshchat, EngageBay CRM, Crisp und LiveChat

Warum HelpCrunch gewählt wurde

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)

Zuvor genutzte Software

Freshdesk, Freshchat und HubSpot CRM

Gründe für den Wechsel zu HelpCrunch

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Intercom

Warum HelpCrunch gewählt wurde

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

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

- Having all the features we need in one platform
- The chat is great, both feature-wise and in terms of its looks. I've never seen a software that offers that many customization option before.
- Emailing our existing users and checking reports
- Tracking performance of our agents is super easy
- Pretty low pricing
- Great support team

Nachteile

We've faced some minor bugs during our time using the system, but those weren't really crucial to our performance and HelpCrunch team was pretty quick to address and fix bugs.

Vorteile

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.

Nachteile

We are expecting some features around:

1) Connecting a custom email domain.
2) Reports for auto messages.

Vorteile

As a transfer from Zendesk, helpcrunch is super user friendly and easy to use. It didn’t take us long to implement and start using.

Nachteile

Nothing yet! We like all the features and supper is great.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HelpCrunch

Pricing and ease of use.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Chatra und JivoChat

Warum HelpCrunch gewählt wurde

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

Gründe für den Wechsel zu HelpCrunch

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