Helpline Software Reviews & Product Details

Customer service has been top notch since the beginning. We were able to customize the software to fit our needs and we were supported in every step of the way, including after go-live. Review collected by and hosted on G2.com.

Every need we came across, was addressed so there hasn't been one thing we don't like. Review collected by and hosted on G2.com.

Helpline Software revolutionized our processes in many ways. We were utilizing an answering service prior to switching to Helpline and the difference became evident quickly. With Helpline we were able to improve response time and remove bias from our systems. Helpline has been a reliable, affordable option for several years now. The technology that has been incredibly helpful. It tracks length of calls, why calls get missed, how many calls each team member takes, etc. Suchandan took the time to listen, ask relevant questions, and check-in throughout the entire onboarding and integration of Helpline Software and he was responsive and open-minded to figuring out how to best support our agency needs. Review collected by and hosted on G2.com.

The challenge I have with Helpline Software is also one of the benefits. We no longer have a human picking up the initial call. When we get calls, we hear a robotic voice telling us the type of call, and when people have a menu to select from, they often pick the wrong option and we have to reroute them. There are so many things the software can do, and does well, but with the warmth/human element obviously isn't there in the same way. Again, this is also a positive because with humans, you are not guaranteed warmth, people have bad days, and don't always get things right. Review collected by and hosted on G2.com.

I found Helpline Software to be wonderful and reliable. I appreciate how quick and responsive Suchandan and his team are when I have any questions or concerns. The software is very user friendly and has given us a positive experience, making data collection easy. Getting on and off the line is simple, even for those who are a bit tech shy. It's been especially been helpful with the offering of reliable and dependable support. I love that Helpline Software integrates well with iCarol, allowing seamless data processing and logging in. During setup, the support was there 24/7, always available to help, and replies were frequently within minutes. The ability to have real-time assistance through screen sharing and walk-throughs from the team made navigating and setting up the new system very easy for us. Review collected by and hosted on G2.com.

There were a couple things at the beginning that I had in the old platform that I really wanted to have with Helpline Software. For instance, I wanted to be able to listen to calls so I could give feedback and hear what's going on and also be able to come in on calls where the caller is having some type of mental health emergency and our volunteers need some support. They did not have that available, but Suchandan and his team created a way for me to be able to listen to calls. So that is a feature I did not have to give up in order to use Helpline. Review collected by and hosted on G2.com.

We spent a long time researching a software that would fit the specific need of an online, secure, web-based crisis chat. When we found Helpline - we we so thrilled to find a company who was trauma informed, and understood the level of security that we needed. We appreciate that Helpline Software is very user-friendly, and the advocate interface is easy to manage. The integration of the software into our website was seamless. The CEO, Suchandan, has been incredibly kind, easy to talk to, informed and educated - throughout the whole process. It is clear that they are experts in their line of work. The initial setup was easy, with a structured plan, comprehensive tutorials, live demo calls, and check-in calls, along with the assurance of a refund if it didn't work for us. The customer service has been so thoughtful, too. Furthermore, the company encourages us to suggest future features, showing their openness to innovation. Review collected by and hosted on G2.com.

Nothing to report! Review collected by and hosted on G2.com.

Helpline has changed the way we provide our essential services. Since switching to Helpline from a traditional answering service, we’re able to offer more reliable support to survivors. Our clients can be connected to a counselor without having to wait for our staff to become available. Helpline has made it so no call goes unanswered, allowing us to respond in real time and provide survivors with trauma-informed care. Review collected by and hosted on G2.com.

I love that the software is very user-friendly and easy to navigate. I also really appreciate how the staff at Helpline are always available to troubleshoot issues and provide any support I need. Review collected by and hosted on G2.com.

We transitioned from an operator service that did not meet our needs to Helpline Software and Helpline Software is easy to use and Suchandan is always helpful when we have questions or suggestions. Review collected by and hosted on G2.com.

No downsides to using Helpline Software! Review collected by and hosted on G2.com.

The ability to have many users accessing the software. Also, having a safe hotline for clients to access us at immediate need Review collected by and hosted on G2.com.

Reporting isn't always the most straightforward, especially when you're looking for specific information. Review collected by and hosted on G2.com.

The amount of support given to get the service up and running Review collected by and hosted on G2.com.

We haven't found anything that we dislike Review collected by and hosted on G2.com.