HelpCrunch Reviews

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

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.

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!

It would be great to have even more AI features

- multilingualism. The language can be changed directly from the app in real time. This was one of the main criteria for choosing a service for us. - Customize css via admin panel. This makes the widget very flexible - Real-time support communication. Within 10 minutes you will receive an answer to your questions and try to solve problems

- This is more a wish, not a minus, but I would also like to have official support for react-native.

The help crunch interface is really accessible, which doesn't require our editors to learn lots of new skills just to edit our knowledge base.

I have a really hard time staying logged in when I'm on a desktop and a laptop. It requires to log in anew constantly.

Thank you for your review, Cesar!

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.

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

Glad to have you on board, Timothy!

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.

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

Appreciate your thoughts, David!

- 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

- 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)

Thanks a lot, Grant!

We made the switch to HelpCrunch because we were concerned about the increasing costs with Intercom as our user base grew. Everything was great from the get go and my entire Success team is happy with the tool. On top of that, we managed to cut our expenses by 60%, which is great.

The limit of emails and auto-messages in our plan is a little upsetting

I like the ways you can customize this product to your needs/themes and the easy of use. Literally everybody would be capable to write an article in HelpCrunch and the changes are global instantly.

Only thing I didn't like that much is securing a custom domain helpdesk with SSL on different server than apache or nginx - they don't have instructions for our kind of server.

Thanks a lot for sharing your experience with HelpCrunch, Adam! We'll be sure to update our security instructions for various servers.

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

Honestly I am very happy. I had an issue with the mobile app but the customer support fixed it quickly.

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

We had no problem sending targeted messages to our customer audience through HelpCrunch toolset, it's easy to easy and offers a bunch of beautiful templates which we were able to customize as to our needs.

We are quite happy with HelpCrunch features and the seamless way it integrated with the other tools we are using.

Thanks for taking time to leave the review!

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.

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)

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.

The software is easy to use, and has useful features like tags and ways to manage the support people assigned to a certain ticket. The Android SDK integration was also easy to set up and could be added without spending too much time on it. The most important among the pros is the amount of information about the system that the ticketing system automatically collects from the user, which is useful for us to debug.

Some advanced features are not really easy to get started with if you don't have experience with this kind of software. However, those are optional tools, the normal usage is intuitive even for unexperienced people.

Thanks so much for the detailed review, Luca. We're looking to make all HelpCrunch features even more intuitive to get started with in the upcoming weeks already. Cheers!

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

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

Appreciate all the love, Ana! In terms of removing uploads, you can easily delete them in chat just like you delete all other messages. What would you like to be able to edit in your uploads? Eager to learn more about your needs around this.

The interface was solid and easy to use for my team. The setup process to be able to be live and functional was straight forward and take only some minutes to setup. Once online, the tools was also easy to use for the user of the website. The configuration options are well documented and helpcrunch offer wide range of options to configure the way you want to use the tools.

The only drawback we found was the desktop/mobile app. The notification seem to not always be receive in time and sometime we receive notification some minutes after the client leave the website.

Hi Dave! Thanks much for the detailed review. Ease of chat setup is definitely important for us and our users. We're working on the mobile app notifications improvements already, we'll keep you updated!

I love their UI and the support is amazing. All found bugs were fixed in a short time and I always got a response.

Still some features are missing, but these are on the roadmap. For instance I am waiting for custom domains and auto message for incoming messages to the shared inbox. But I really miss the possibility to switch between different accounts on web and mobile.

Thanks a lot, Carsten. Your feature requests are definitely in our backlog, we should start working on those soon!

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...

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

Appreciate your review, Leonardo. We're building HelpCrunch to help businesses like yours to solve the exact problems you described. Glad that you're able to centralize customer support and generate more leads for your business with the tool. All the best!

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.

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.

Thank you for the review!

Tribute is a business that directly interfaces with customers every single day on a very detailed level. HC helps us manage, organize and effectively communicate with every customer on time.

The UI has been improving over time which is great! A slightly more modern feel would be awesome. Functionality is much more important to us though

We're very glad to have Tribute team with us, John! Thanks for the kind words. We expect to roll out a small UI update to make the chat look even more modern already this month. Cheers!

Good solid connections with customers. Feel comfortable to know they have received some information.

Off hours are very hard to manage. Customers done seem to know they are not online with agent and are leaving s message. No online list of customers on website browsing before chat to give better view of who is going to chat and why.

Hey Vincent! Thanks a lot for the review and the feedback! Have you tried putting up an offline form & message? This helps your customers to clearly tell if your team is offline or not. Feel free to reach out to our team via chat, we'll be happy to help you with that or any other questions.

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. Helpcrunch is superb value for money and my agents are totally motivated to use it every day. The most I like about Helpcrunch it is loaded features and can automate many tasks.

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

Thanks for your review!

Working as live chat software, as a start.

Expensive, not worth the price. So the most are bad.

Hi Bunny, thanks for your review! Sad to hear that you didn't find our price attractive for your business when in fact we have one of the most competitive prices on the market with more features included and starting at just $12/mo. If you feel like there's something you'd like to configure in our pricing for your specific case, we'll be happy to discuss and provide you with a custom plan according to your needs. We're always flexible and open to feedback to ensure that our customers get the most value out of HelpCrunch for their business.

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

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

The biggest differentiator is the support team. Always available, attentive and professional. Thank you guys a lot!

Been using Helpcrunch for over 6 months, haven't noticed anything substantial. Sometimes though the system doesn't work well when we're on a slow Internet connection

We're glad to have you, Nina

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.

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

Glad you're having a positive experience with HelpCrunch. Thanks for leaving your review, Volodymyr!