HelpCrunch Reviews & Product Details


What is HelpCrunch?

HelpCrunch is a top-rated customer communication platform for your Support, Marketing & Sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features: - Live Chat - Auto Messages - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps - Chat Bot (coming soon) Try HelpCrunch for free for 14 days.

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HelpCrunch Profile Details

HelpCrunch Profile Details

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Languages Supported
English
Vendor
HelpCrunch
Company Website
Year Founded
2014
HQ Location
Palo Alto, CA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
15
Twitter
@HelpCrunchCom
Twitter Followers
242
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HelpCrunch Reviews

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Marketing Team Lead
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
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"Using Helpcrunch for 2+ years"

What do you like best?

* Robust toolset of chat and email features, agent reports are useful too.

* low price and per agent billing is definitely a plus (I hated paying per contact while we were on Intercom - it was very unpredictable for our growing SaaS)

* Helpful customer support assistants

What do you dislike?

None that I can think of. We used to experience small issues with it in the first few months, but currently, everything works great for us. The only thing I'd want to see Helpcrunch improve is the speed of our emails deliverability (we've got over 200,000 contacts in our base)

Recommendations to others considering the product:

Overall, I'm very happy with the tool and would recommend it to anyone looking great all in one tool for marketing and support

What problems are you solving with the product? What benefits have you realized?

Our team uses Helpcrunch to provide answers to faq of our site visitors, to support our clients and send targeted campaigns for increasing engagement. We've realized a significant costs decrease on our customer support.

Also, the lead conversion rate increased thanks to our team being able to quickly answer users' questions via chat.

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A
Small-Business
(11-50 employees)
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"Better value than LiveChat for what I needed"

What do you like best?

Most important feature for me was being able to customise the widget for different domains. Many live chat-type programs have this but the pricing (for example on LiveChat) for this feature is way too high. Customisable widgets is still a premium feature on HelpCrunch but the price for their premium package was virtually the same as the most basic (uncustomisable) LiveChat package.

What do you dislike?

It would seem fairer to me if the pricing was based on per 'live/logged in' user, not per registered user. HelpCrunch suggested that I could keep enabling and disabling users but I didn't want to do this. In the end, it was still *much* cheaper than my LiveChat package for the features I wanted to it still made sense to switch.

Recommendations to others considering the product:

Talk to them for custom pricing if you can't find quite what you need. We got a discount!

What problems are you solving with the product? What benefits have you realized?

Way more features for the same price compared to other systems. HelpCrunch's Premium package (which has everything we need) is the same price as the basic package of other systems which don't offer the customisation I need.

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VP of Sales
Internet
Small-Business
(2-10 employees)
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Verified Current User
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"Intercom alternative"

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

Just try it, import your contacts from Intercom in 1 minute, and you're good to test it. You'll be so happy looking at your bills next month :)

What problems are you solving with the product? What benefits have you realized?

We love it, because it helps us do the same things Intercom allows, but much cheaper.

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Front End Developer
Mid-Market
(51-200 employees)
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Verified Current User
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"Moved from ZenDesk for better work with email requests"

What do you like best?

There are several amazing options for work with email: automatic follow-ups, sending the response via email if the message in chat wsa not delivered, and so on. Perfect use of chat & email support at the same time.

What do you dislike?

It works as promised, no issues with the system thus far.

Recommendations to others considering the product:

If you process client's requests via emails & live chats, you should obviously try this.

What problems are you solving with the product? What benefits have you realized?

We used Zendesk for a year and it worked OK, but we have got more and more requests via email. We needed better service for lead generation via email so switched to HelpCrunch. Can recommend this service. Even if you have some questions, they will explain everything to you.

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Marketing Manager
Computer Software
Small-Business
(2-10 employees)
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"Great product and very affordable"

What do you like best?

- the pricing which is much cheaper that what we found in other solutions on the market

- we can connect through API to HelpCrunch to send automate messaged based on our custom parameters

- lots of chat widget customization options

- all customer service and communication products that we currently require in one solution

What do you dislike?

It'd be great to have the ability to create sequences in manual email messages, but totally not a deal breaker for us for now.

Recommendations to others considering the product:

If you need all the tools for customer service in one place, check it out. They even have a free plan (although it's too limited for our needs).

If you need more than 500 contacts, Helpcrunch's pricing is pretty affordable.

What problems are you solving with the product? What benefits have you realized?

We use it to make our communication with customers more context-based. We started getting great feedback from customers saying that our customer service has improved over time and that we started responding faster to queries (because we didn't have any live chat solution before HelpCrunch).

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Co-founder
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
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"Excellent platform and support"

What do you like best?

Excellent platform and customer service.

The platform is very robust and complete. I am using all the features and so far I have had no problem. In it it is possible to answer via chat, and to trigger automated messages. They also provide a HelpDesk area.

Support is very good. Super attentive and quick. They cleared all my doubts.

I highly recommend it as a customer service tool.

What do you dislike?

There are a few missing features that I need but the support said they can analyze and develop. Very happy for the feedback.

What problems are you solving with the product? What benefits have you realized?

Customer Support, Online Chat and HelpDesk

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Head Of Marketing
Small-Business
(2-10 employees)
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"Great value for money"

What do you like best?

- Live chat widget is really beautiful. It has a lot of customization options which is a big plus, cause we can really adapt it to our brand's colors, style.

- Useful email integration in chat. We can set up resending chat messages via email if they remain unseen for a e.g. 5 minutes - really useful. I also like the ability to quickly switch between sending a new message via live chat and email channels.

What do you dislike?

Nothing in particular, but would be great to see more channels integrations like facebook messenger and whatsapp.

Recommendations to others considering the product:

It's an amazing value for money, highly recommend to check it out if you need a customer communication tool that does the job

What problems are you solving with the product? What benefits have you realized?

I'm using it mostly for setting up marketing campaigns. Thanks to detailed campaign reports we've been able to clearly understand campaigns' performance and adjust our messaging going further.

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Business Development Manager
Marketing and Advertising
Small-Business
(11-50 employees)
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Verified Current User
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"All support channels in one place, many helpful features. "

What do you like best?

Easy to set up, easy to customize, easy to use. Very simple but not primitive. Well-thought user interface.

What do you dislike?

The customization is good but there is a room for improvement.

Recommendations to others considering the product:

If you are not sure, try a free trial. You can also ask the support service, they will help to learn the main functions.

What problems are you solving with the product? What benefits have you realized?

Every client wants to use the favorite channel to contact the support service. Every client waits for the fast response and problem solution. However, for the support agents, it is a total mess. Each of them should manage several channels. We needed the service to sort this out.

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Internet Marketing Manager
Small-Business
(11-50 employees)
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Verified Current User
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"Works great for our business"

What do you like best?

Feature-rich but quick to install and easy to learn at the same time. I like the UX and how the widget looks on our website. The product is reliable and their support team reacts fast to our questions.

What do you dislike?

It would be good to have more integrations with other services but as I see the guys are already working on that

Recommendations to others considering the product:

If you need a fast way to engage with customers and market your products but don’t want to spend a fortune on Intercom - HelpCrunch is a good choice

What problems are you solving with the product? What benefits have you realized?

We use HelpCrunch both for customer support and sales. They also provide analytics, so we gather data about our customers, track custom events and collect feedback. And we use them for email campaigns and proactive engagement as well. Recommendable.

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Mr
Small-Business
(2-10 employees)
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"Great platform with useful features"

What do you like best?

Very easy to setup and to navigate around the dashboard. The live chat widget is extremely useful and easy to use. The popups are an awesome marketing feature.

What do you dislike?

Would like to have a popup without a button, just a plain text message to display to clients.

Recommendations to others considering the product:

Defiantly try it! If you have any questions their support is really good and friendly!

What problems are you solving with the product? What benefits have you realized?

Having a live chat on my website has proven to be essential. My sales have increased because of that and because of the popups. My customers are happy that they can reach support at anytime and day.

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Marketing Director
Information Technology and Services
Mid-Market
(51-200 employees)
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"Outstanding customer support solution"

What do you like best?

It stores all communication with our clients in a single place. Besides, we always have access to every agent's performance metrics, chat ratings, and overall customer satisfaction. HelpCrunch opened up a new way for our team for better administration and control over every customer-related task.

What do you dislike?

It is a reliable solution, but from time to time I face some minor issues e.g., with a typing indicator that makes our chat window go up and down.

Recommendations to others considering the product:

It is a reasonable choice for fast-growing companies that need a robust customer communication solution

What problems are you solving with the product? What benefits have you realized?

We were looking for a help desk/support service solution for our business and decided to pick HelpCrunch. Flexible pricing and compatibility with web & mobile platforms were the main pros for us.

Having an in-app messenger built-in was a pleasant surprise :)

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Founder
Small-Business
(2-10 employees)
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"The best live chat I have ever used"

What do you like best?

Easy to use. Awesome Features. Keeps the agents motivated and provides awesome customer experience.

What do you dislike?

I like everything about Helpcrunch. However, I would love to see more languages with Helpcrunch and It will be great to see integration with Facebook and Twitter.

What problems are you solving with the product? What benefits have you realized?

People come to live chat to get answers to questions or resolution to some of their problems. The automation set up, ease of use and ability to resolve issues faster has helped us provide ultimate customer experience and close sales effectively.

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Founder & CEO
Internet
Small-Business
(2-10 employees)
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Verified Current User
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" We switched from Intercom to HelpCrunch"

What do you like best?

Value/cost is just insane compared to Intercom

- All-in-one customer service platform

What do you dislike?

our team is happy with everything. We needed chat and HelpCrunch is doing that well

Recommendations to others considering the product:

if you're looking for a more fairly priced alternative to Intercom, HelpCrunch is a great choice. We reviewed over 5 other solutions, but Helpcrunch was the best out of the bunch for our needs.

Screen reader support enabled.

What problems are you solving with the product? What benefits have you realized?

Our support, sales and marketing teams use Helpcrunch on a daily basis - it's a great solution, especially when you take into account their affordable prices.

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Founder
Information Technology and Services
Small-Business
(2-10 employees)
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"Great toolset for customer interaction"

What do you like best?

I love having all the tools I need in one system - and that's definitely important when we're talking about customer communication. Having all chats and emails with the same customer in a single place is a big benefit for our team.

What do you dislike?

Emails deliverability rate could be quicker by a bit as we normally send out more than 30,000 emails at a time, but it's not a big deal considering all the benefits that we get from using HelpCrunch

Recommendations to others considering the product:

If you need an all-in-one tool for communicating, supporting and interacting in many ways with your customers, I highly recommend you check out HelpCrunch.

What problems are you solving with the product? What benefits have you realized?

Talking to our customers in real-time, engaging them with our email campaigns, and generally supporting them.

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Frontend developer
Small-Business
(2-10 employees)
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Verified Current User
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"Easy setup & advanced customisation options"

What do you like best?

There's plenty to like about Helpcrunch:

- Detailed and easy to follow documentation allows for quick widget setup.

- Powerful customization options (you can change colours, add your own fonts, remove branding and even alter default CSS)

- User authentication mode - which works flawlessly with our login system and allows to identify existing customers

- Fast and friendly customer support

- Affordable pricing options

What do you dislike?

Very satisfied, nothing to dislike so far

What problems are you solving with the product? What benefits have you realized?

Interacting with customers, while they're using our product

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Team Lead Business Development
Internet
Validated Reviewer
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"A useful tool for busy business owners."

What do you like best?

The best option is an offline form to communicate with the clients when the site owner is offline.

More nice functions are auto messages, chat rate, bulk email for unwanted communication requests.

What do you dislike?

Nothing special right now really, we're satisfied with the quality of HelpCrunch product

Recommendations to others considering the product:

Try this when you can not afford to hire 24/7 technical support.

What problems are you solving with the product? What benefits have you realized?

We are a small company and we cannot afford to hire a technical support team. So we don't have 24/7 support and our clients are not very happy with this.

HelpCrunch provides auto messages when you are offline, it records the client' request via offline form and follows up in business time. We appreciate the option.

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Digital/Online Marketing Manager
Information Technology and Services
Small-Business
(11-50 employees)
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Verified Current User
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"Multichannel client service platform for small and midsize businesses."

What do you like best?

The service provides several useful features, such as individual and group chats, visitors profiles, e-mail integration and so on. Our agents appreciate emoji and stickers.

What do you dislike?

We don't use the client's tags; this feature makes no sense for us.

Recommendations to others considering the product:

Strongly recommended for the business with the powerful flow of incoming client's requests.

What problems are you solving with the product? What benefits have you realized?

We close more than 2,000 chats monthly with hundreds of unique visitors without using several helpdesk and client support systems.

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Sales Manager
Computer Software
Small-Business
(11-50 employees)
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"Nice support tool"

What do you like best?

Awesome looking live chat, easy to set up, works great

What do you dislike?

No flaws so far, look forward to seeing new functionality like Articles which is super helpful for self-service for us

Recommendations to others considering the product:

Recommend it to support departments that need a solid live chat solution

What problems are you solving with the product? What benefits have you realized?

I use HelpCrunch to chat with our website visitors, support our users and upsell when possible. I think it's a great tool that does the job well.

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Marketing Manager
Computer Software
Small-Business
(11-50 employees)
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"Well-designed, great functioning, universal live chat"

What do you like best?

Now we use one HelpCrunch instead of jiggling the dozen tools. It really saves the time.

What do you dislike?

Really nothing that we don't like. Every feature seems to work as it's supposed to and customer support is helpful whenever we have any questions or issues

Recommendations to others considering the product:

It saves your time and efforts, you can manage more tasks with less number of people.

What problems are you solving with the product? What benefits have you realized?

Now we have a limited number of clients because of the business specifics, but each of them can address the support team anytime. We automatised some business proesse with the help of HelpCrunch. Now our clients feel more satisified with the work of our support.

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Marketing Manager
Sporting Goods
Small-Business
(2-10 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Beginner user "

What do you like best?

I like the overall look of HelpCrunch - easy to use.

What do you dislike?

I am a total beginner, so I needed quite a lot of time to understand all the advanteges of HelpCrunch. There are a lot of them but for me not so easy to find out all of them.

What problems are you solving with the product? What benefits have you realized?

Customer support, sending out automated messages and other stuff. Fast communication.

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A
Small-Business
(2-10 employees)
Validated Reviewer
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"Great Alternative to Intercom"

What do you like best?

HelpCrunch is a completely transparent company that has a great support team and well-built products (live chat, knowledge base, automated messages).

They have set pricing which isn't based on your active user count so you're going to save a lot of money per month in comparison to Intercom.

What do you dislike?

The only negatives I could provide in comparison to Intercom is the lack of Integrations and chat widget marketing options. HelpCrunch is constantly rolling out new features at no extra cost so I wouldn't be surprised if this is in the pipeline.

Recommendations to others considering the product:

If you're looking for an alternative to Intercom then I highly recommend HelpCrunch.

What problems are you solving with the product? What benefits have you realized?

We mainly use HelpCrunch to provide live support for customers and visitors, the addition of automated messages/emails is excellent and helps to streamline our support system.

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Full Stack Developer
Program Development
Small-Business
(2-10 employees)
Validated Reviewer
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"High quality software and user support"

What do you like best?

Ease of management. Has a really quick and fast integration even for junior developers. Our team installed everything in less than 3 minutes.

What do you dislike?

I like practically everything. Maybe, just a little bit the graphical interface when an agent answers an user: it feels a bit embedded, as is showing in a "strange" pop-up.

Recommendations to others considering the product:

Pricing is flexible even for who is just starting a new company and user support if pratically perfect.

A great product.

What problems are you solving with the product? What benefits have you realized?

We have to manage hundreds of users per day as our website is a Social Network. So pretty any contact with users is made via support chat. It solved so much headaches caused by emails: actually, new "internet" people don't even know what emails are.

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Head of Marketing
Information Technology and Services
Small-Business
(11-50 employees)
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"Faster task solving tool and excellent in-built notes "

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

The best recommendation for 24/7 support services, who need to pass an info about the clients and tasks from shift to shift

What problems are you solving with the product? What benefits have you realized?

On my previous company, we really needed the live chat tool but we get more, the extended client's database. Notes is an amazing option to pass the info from one manager to another.

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Partner Manager
Computer Software
Small-Business
(11-50 employees)
Validated Reviewer
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"Mini-CRM for a startup company"

What do you like best?

What we need: live chat service for our startup.

What we get: mini-CRM with many functions for client support, retention, and marketing. There is more than we expected.

What do you dislike?

Only 500 contacts available for free; for more contacts, you should buy the paid version.

Recommendations to others considering the product:

Nice choice for a startup like ours or other fast-growing company.

What problems are you solving with the product? What benefits have you realized?

We are small but very ambitious, so we wanted to find the solution that would support our growth without limiting its functionality. We are not ready to pay a capital for top-rated solutions so HelpCrunch is an option for us.

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Founder
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
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"Moved from Helpscout"

What do you like best?

I love the clean and modern dashboard. They offer a rich feature set and the dashboard is structured very well. The pricing is fair. And their support is fast and very friendly.

What do you dislike?

Nothing, but I am really looking forward to see a co-browsing feature in near future ;)

What problems are you solving with the product? What benefits have you realized?

Customer Support

HelpCrunch Pricing

Standard Live chat plan
Standard Live chat & Emails plan

HelpCrunch Features

  • Ticket creation user experience
  • Ticket response user experience
  • Workflow
  • Attachments/Screencasts
  • Ticket Collaboration
  • Pop-up Chat

HelpCrunch User Ratings

9.7
Ease of Use
Average: 8.9*
9.8
Quality of Support
Average: 8.6*
9.9
Ease of Setup
Average: 8.7*
* Live Chat Category
Do you work for HelpCrunch?