HelpCrunch Features

HelpCrunch

Customer Communication tool for Support, Marketing & Sales

4.8/5 (175 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Alerts
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Forms Management
Full Text Search
Gamification
Geotargeting
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Alerts
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Forms Management
Full Text Search
Gamification
Geotargeting
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Alerts
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Forms Management
Full Text Search
Gamification
Geotargeting
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Website Visitor Tracking
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


0 reviews

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

Android App


23 reviews

HelpCrunch Feature Reviews

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

Kate K.

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
Alex K.

Amazing customer support product

2019-01-29

Flexible pricing and compatibility with web & mobile apps were the most important factors for us.

Pros

What I love most about HelpCrunch is the reports functionality with which we have access to every agent's performance and user satisfaction metrics.

Cons

., with a typing indicator that makes our chat window go up and down.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Appreciate your detailed review, Alex!

Read more
Ash F.

A great alternative to intercom

2020-08-10

Pros

Provides a very comprehensive list of customer support features at a reasonable price. The live chat feature with customer analytics, automated messages, and knowledge base are all immensely helpful.

Cons

We haven't been using the service for a long time but so far I haven't noticed anything I dislike.

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


Ash, thank you for your review!

Read more
Hoang L.

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
Grant G.

Good chat client for customer support and feedback

2020-09-10

We use HelpCrunch as our primary support tool (for potential customers with questions, for customers with questions, for feedback reports, etc).

Pros

- 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

Cons

- 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)

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 a lot, Grant!

Read more
Swati M.

All-in-one tool for customer communication

2020-08-04

We were looking for a chat solution to aid with customer interactions

Pros

- Great chat customization options - Ability to provide self-service support through knowledge base - Although there's a lot of features, the tool is very intuitive and it is easy to get started - Flexible pricing

Cons

We would like to see more integrations which I understand they are working on

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Thanks, Swati!

Read more
Elena D.

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
Ryan H.

Amazing software

2018-04-06

Able to chat to my clients in real life and follow up emails through the live chat and engage with site visitors

Pros

Their software includes everything you're looking for in a live chat. I was looking between Intercom and Crisp but HelpCrunch offers more features and a better designed admin panel which makes it a lot easier to get around the panel.

Cons

* Easy to use and to control * Affordable * Great features The list goes on as there is too many to list

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
Natalia T.

Great value for money

2019-01-24

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

Pros

- Live chat widget is really beautiful.

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
Girithara P.

Excellent Helpdesk Software

2020-07-28

Pros

It’s Live chat and email pipeline integration

Cons

Some what slow interface.

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


Appreciate your review!

Read more
Anonymous
(Computer Software company, 1-10 employees)

Good but app can be better

2019-09-02

I like the chat and the history of the chat by user/contact.

Pros

I do not use a lot of the other functions, like the Knowledge Base.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from HelpCrunch


Hey there! Thanks for all the feedback.
Our support team received your request regarding user data in mobile apps.
We've already added this to our backlog and we'll see how soon it will be implemented :)

We'll also look into the slow app loading on low internet speed.
Stay tuned! If you want to receive updates on those, just ping our team and we'll be sending you updates on periodic basis.

Read more
Yuliia C.

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
Mike T.

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.

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
Anonymous
(Hospital & Health Care company, 51-200 employees)

Good priced chat platform with great support

2020-11-12

Pros

They also take our feedback into consideration and have released several features that meet our demands.

Cons

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.

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 your report. We have a few new reports coming soon. Stay tuned!

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
Max M.

We switched from Intercom to HelpCrunch

2019-01-21

OVERALL: 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.

Pros

- Value/cost is just insane compared to Intercom - All-in-one customer service platform

Cons

We needed chat and proactive communication channel and HelpCrunch is something that does this well

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 your kind review, Max!

Read more
Joai B.

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
Anonymous
(Outsourcing/Offshoring company, 11-50 employees)

Live chat for support

2019-02-06

Implementing HelpCrunch saved us a lot of time and efforts being able to manage many more tasks with fewer support teammates

Pros

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

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Annabel F.

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
Lewis S.

A good value-minded customer chat app

2020-08-25

HelpCrunch lets us focus on customer chat

Pros

HelpCrunch is a great solution when what you really want to focus on is chat-based support and conversion.

Cons

It is a simplified system so you won’t find some of the more advanced features you’ll find on more expensive tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 11-50 employees)

Just what I needed

2019-01-18

I think it's an amazing chat tool for the money.

Pros

Price, lots of features, and amazing customer support

Cons

I noticed and reported a few bugs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Thomas B.

Excellent value-for-money Software for our SaaS business

2020-01-07

We programmed dozens of automated messages, also use it to push product news to our customers, and get quick feedback through the chat for our on-trial customers.

Pros

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

Cons

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

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


Hey Thomas! Thanks a lot for all the comments. We're pumped you're with us.

Would love for your to explore the Knowledge base (Resource Center) as well - it's really helpful if you want to automate your support and provide a self-service option for customers.
If any questions, we're always there to assist you.

Read more
Eduard T.

Modern chat widget at an affordable price

2019-01-28

A highly recommended robust live chat solution

Pros

. - Ability to send emails directly from the chat! - Javascript SDK is a pleasure to work with - Flexible pricing options

Cons

Haven't got any cons so far - very handy tool

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
Read more
Lewis G.

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).

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
Anushka P.

good product overall, great customer support

2020-09-17

Pros

Live chat and Knowledgebase and has a clean and modern interface

Cons

Zapier workflow integrations missing, but the team is working on it now

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 a lot, Anushka!

Read more