HelpCrunch Features

HelpCrunch

Customer Communication tool for Support, Marketing & Sales

4.82/5 (147 reviews)

HelpCrunch Feature Summary

  • API
  • Activity monitoring
  • Auto-responders
  • Automatic device recognition
  • Automatic notifications
  • Behavior tracking
  • Built-in database
  • Campaign management
  • Chat functionality
  • Chat history
  • Chat ratings
  • Chat tags
  • Chat transcript
  • Chat transfers
  • Chat widget customization
  • Client database
  • Client management
  • Client website integration
  • Collaboration tools
  • Communication management
  • Contact database
  • Custom forms
  • Customizable fields
  • Data import/export
  • Drip email marketing
  • Email alerts
  • Email marketing
  • Email notifications
  • Email templates
  • Email tracking
  • Emoji & stickers
  • Event triggered actions
  • Event triggered email
  • Feedback collection
  • File transfer
  • Filtered views
  • Geotargeting
  • History tracking
  • Instant messaging
  • Knowledge base
  • Lead capture
  • Lead nurturing
  • Localizations
  • Location tracking
  • Multi-channel communication
  • Multi-channel management
  • Multi-channel marketing
  • Multi-language
  • Offline form
  • Personalized profiles
  • Pre-chat form
  • Real time monitoring
  • Role-based permissions
  • Rules based algorithms
  • Scheduled emails
  • Shortcut messages
  • Software development kit
  • Support ticket tracking
  • Tagging
  • Tags & keywords
  • Team inbox
  • Third party integration
  • User defined attributes
  • Video sharing
  • Waiting message
  • Widgets
  • eCommerce integration

Competitor Feature Comparison

API
Action Management
Applicant Tracking
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
Built-In Database
Campaign Management
Chat
Chat Transcript
Client Management
Collaboration Tools
Communication Management
Contact Database
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Drip Marketing
Email Alerts
Email Integration
Email Marketing Management
Email Notifications
Email Templates
Email Tracking
Event Triggered Actions
Feedback Collection
File Transfer
Filtered Views
Geotargeting
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Location Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Channel Marketing
Multi-Language
Personalized Profiles
Prioritizing
Real Time Data
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
SLA Management
Self Service Portal
Software Development Kit
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
User Defined Attributes
Widgets
eCommerce Integration
Visit WebsiteCompare App
API
Action Management
Applicant Tracking
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
Built-In Database
Campaign Management
Chat
Chat Transcript
Client Management
Collaboration Tools
Communication Management
Contact Database
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Drip Marketing
Email Alerts
Email Integration
Email Marketing Management
Email Notifications
Email Templates
Email Tracking
Event Triggered Actions
Feedback Collection
File Transfer
Filtered Views
Geotargeting
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Location Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Channel Marketing
Multi-Language
Personalized Profiles
Prioritizing
Real Time Data
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
SLA Management
Self Service Portal
Software Development Kit
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
User Defined Attributes
Widgets
eCommerce Integration
Visit WebsiteCompare App
API
Action Management
Applicant Tracking
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
Built-In Database
Campaign Management
Chat
Chat Transcript
Client Management
Collaboration Tools
Communication Management
Contact Database
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Drip Marketing
Email Alerts
Email Integration
Email Marketing Management
Email Notifications
Email Templates
Email Tracking
Event Triggered Actions
Feedback Collection
File Transfer
Filtered Views
Geotargeting
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Location Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Channel Marketing
Multi-Language
Personalized Profiles
Prioritizing
Real Time Data
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
SLA Management
Self Service Portal
Software Development Kit
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
User Defined Attributes
Widgets
eCommerce Integration
Visit WebsiteCompare App

Mobile apps

iOS App


4 reviews

See all iPhone Apps

Requires iOS 11 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


21 reviews

See all Android Apps

HelpCrunch Feature Reviews

25 reviewers had the following to say about HelpCrunch's features:

Hoang Lo

All in ONE! Best Tool for Customer Service!

2019-01-28

Easy to connect with customers and support them well, and can track the tickets and chats easily.

Pros

Basic need meet all! Real time chat features, Reasonable price for starting up companies. and it helps you with your leads and products.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Great to hear it meets your needs, Hoang!
We try to keep HelpCrunch as friendly for startups as possible. Both in terms of functionality and pricing.

Read more
Sumeet Mahendra

The Intercom Slayer is Here

2019-05-31

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

Literally from the white glove support to user-friendly APIs. Plus the Android App is so amazing and very developed.

Cons

Plus an SEO friendly Knowledge Base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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.

Read more
Shahid Khan

The best live chat software I have ever used

2019-07-04

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks for your review!

Read more
Natalia Tarasova

Great value for money

2019-01-24

It's a great product, especially when you consider its fairly low price.

Pros

I also like the ability to quickly switch between sending a new message via live chat and email channels.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks Natalia!
We're happy to have you among our customers.

Read more
Annabel Fenn

Customer support how it should be done

2019-02-01

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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.

Read more
Mike Timashov

Great software for Support and Feedback chats on website and in mobile app!

2018-04-03

HelpCrunch allows you to integrate support chats in a few minutes to your website and mobile app. And you can customize it as you want.

Pros

It's so customizable and looks really nice on our website.

Cons

I like everything! HelpCrunch has all features that we need and it works perfectly. I am really glad that we chose HelpCrunch.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Güven Urganci

A good alternative to Intercom, with a friendly support team

2019-08-06

Pros

The tool is also easily customizable, which is important when you integrate a chat box on your website or app.

Cons

Maybe the documentation of the API could be a bit more specific.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks a lot for the review, Guven!
We're happy that you found HelpCrunch easy to use and customize for your needs.

We're working on rewriting our API documentation right now, the new improved version should come out very soon.

Read more
Roberto Cestari

Best alternative to Intercom

2020-02-18

Great support from the team and user experience.

Pros

The price is great considering the features that it have. The support team is amazing!

Cons

Not a big deal, but more crm integrations

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thank you for your review, Roberto!

Read more
Filipp Zakharchenko

Great solution for SaaS businesses

2019-01-25

We use HelpCrunch to respond to customer questions and feedback across all of our projects.

Pros

Cheaper than most alternatives Great design that integrates easily with our UI Good customer service

Cons

Can't think of anything. Looking forward to having more customization options.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks Filipp!

Read more
Lewis Glasgow

Great Alternative to Intercom

2019-06-17

Pros

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.

Cons

The only negatives I could provide in comparison to Intercom is the lack of Integrations and chat widget marketing options.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks, Lewis!
Indeed, we're looking to bring more integrations soon - stay tuned :)

Read more
Francisco Opazo

Solid, stable and easy to use platform

2019-05-07

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

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 ;)

Read more
Joai Broughton

Great Product!

2019-02-20

Pros

Allows me to chat with customers in real time.

Cons

Do not get an instant notification of a chat starting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks Joai!
We provide instant notifications about new messages in chats in browser, email, mobile apps, and Slack - perhaps, you didn't have a chance to configure them in the settings?

Anyways, we're happy to help you set everything right at anytime.
Don't hesitate to reach our support team via chat if you experience any issues with notifications or anything else.

Cheers!

Read more
Kate Kvakhnenkko

Fantastic customer communication software

2019-01-24

Can recommend it to companies that are looking for an easy and visually appealing live chat and email marketing.

Pros

1 Very easy to get started 2 Lots of features for customer communication and support 3 Great looking and customizable live chat widget 4 Amazing customer service

Cons

I would love to have a more advanced reporting per agent, but the way it's handled now is fine too

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Appreciate your review Kate!

Read more
Pratik Patil

10 on 10 design, Easy Integration, Competitive Pricing

2019-02-01

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

I did not find any API for easier integration.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

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

Read more
Anonymous
(E-Learning company, myself only employees)

The Bread and Butter for your digital support team.

2019-08-20

Pros

UI, Design, UX and features.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thank you for the review!

Read more
Fedor Skvortsov

Grate online chat

2020-04-09

Communications with our customers

Pros

It is easy to install and use the software.

Cons

They still miss some REST API endpoints for scenarios of complex integrations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Yuliia Chernykh

Ultimate solution for serving customers

2018-12-28

It's a great all in one solution for a reasonable price, has a lot of useful functionality that we use, and their team really listens to the feedback we provide.

Pros

- pricing which is much cheaper that what we found in other solutions on the market - can connect through API to HelpCrunch to send automate messaged based on our custom parameters - lots of chat widget customization options - customer service and communication products in one solution

Cons

It'd be great to have the ability to set up sequences for email marketing automation - not a deal breaker for now though.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Puneet Bhalla

Easy to Use.

2019-06-24

We are trying to automate the email communication to be sent to our seller base based on actions they perform on our platform.

Pros

The platform is easy to use and it's auto message functionality lets us connect custom data variables in our backend to theirs.

Cons

We are expecting some features around: 1) Connecting a custom email domain. 2) Reports for auto messages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

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!

Read more
Alex Satler

Way to improve HelpCrunch

2019-08-28

Overall it is good based on the functionality it currently has.

Pros

Easy to track if all chat users were handled and taken care of.

Cons

- The fact I always have to open Helpcrunch website to answer chats. Sometimes you just forget to do that!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Hey Alex!
Thanks for the detailed review.

Glad you found most of the functionality in HelpCrunch helpful and easy to use.
Of course, there's always room for improvements - and that's what out team is always after.

Wanted to address a few things you've pointed out:
- Currently there is only the browser version of the product available, but we're looking to develop desktop versions (for Mac and Windows) at some point, perhaps next year.
- You can utilize Saved responses feature to instantly insert templated messages in the conversation. Just type in '#' when entering a new message and you'll see the list of all saved responses which you can insert and modify at any time.
This way you can create a greeting or a pricing-related message with a link to your pricing page.

Hope that helps. If you have any other suggestions or questions, don't hesitate to reach our support team via chat!

Read more
Elena Demianenko

Great tool for chats and emails

2018-02-14

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ruben M

Intercom effective and cheap alternative

2019-02-20

Great chat tool and Intercom alternative

Pros

Easy integration. Flexible customization.

Cons

As for now none where found. The only thing that might be a issue is tracking data that is send while some action is performed on website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks Ruben!
If any issues related to action tracking arise, let our support team know via chat and we will help you resolve them.
Cheers!

Read more
Samy Dindane

Simple to use & integrate, makes customers happy

2019-09-23

I use HelpCrunch to make it as easy as possible for my users to get help.

Pros

* Easy to integrate in my app * Mobile app so I can answer customers asap * Fast customer support

Cons

I had an issue with the mobile app but the customer support fixed it quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Fantastic to hear all that, Samy!
Keep up the great work at supporting your customers.

Read more
Tia Wood

Great value for the cost

2019-01-16

I like the fact that there is ticketing integration for email.

Pros

I like the pricing structure. Other alternatives were too expensive for my needs.

Cons

I don't have any complaints. It is the simplicity and price I am looking for.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks so much Tia!

Read more
Haritha Sri

Good product but kinda miss intercom

2019-09-19

Pros

East of support. Cost was better.

Cons

No private conversations. Integrations with ScrumDo can be very helpful to nearly 500 customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Hi Haritha, thanks for the review!

Would be great to learn more about what you mean by 'private conversations' - feel free to reach out to our team about this and hopefully we can add this to our platform.
More integrations are coming soon!

Read more
Anonymous
(Sports company, 11-50 employees)

Needs more work

2019-01-25

Pros

has a lot of features such as online chat and emails

Cons

the icon is not customizable and we can't make it fit out brand

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks for your review and the feedback! Would be great to know which icon you're talking about.

The live chat widget button is totally customizable - you can adjust its size, color, and even choose between various button types.
The amount of customization options available to you depends on the pricing plan you're on.

Hope to see you back on HelpCrunch sometime soon!
If any questions arise, don't hesitate to contact our customer support team via chat. Have a great day!

Read more