Helprace Pricing, Features, Reviews & Alternatives

Helprace

All-in-one customer service solution

4.71/5 (7 reviews)

Helprace overview

What is Helprace?

Helprace is a customer service software for startups, small businesses and enterprises. Helprace allows companies to track, manage and sort conversations with their customers. With Helprace, users can manage emails with a ticketing help desk, offer a knowledge base and a customer community. Users can submit feedback according to four channels: questions, ideas, problems and praise. This results in a seamless integration of one-on-one and self-service support.

Helprace integrates multiple tools together for great customer service, including tickets, email management, customer community, feedback, docs & knowledge base. To help users manage tickets and emails, Helprace supports ticket assignment, ticket activity log and email signature technology, plus custom fields, multiple inboxes, auto-replies, and more. Helprace also provides reporting tools, which give users insight into the busiest time of day, response times, replies to solve, resolution time, and customer satisfaction.

Community and feedback technology supports customer voting, questions and answers, user feedback, and internal communities. Moderation tools allow users to approve posts and comments before they go live, or review them afterwards. A list of Helprace's common features include localization, spam filtering, tagging, and a WYSIWYG Editor. With the WYSIWYG Editor, users can edit tickets, articles and topics visually. Using the Helprace REST API, users can integrate their helpdesk with their website or app. Security features include social sign-in, SSL encryption, single sign-on, and HIPAA compliance, plus PCI compliance (Level 1).
helprace.com

Pricing

Starting from
$10/month
Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, China and 5 other markets, Germany, India, Japan, Mexico, United Kingdom

Supported languages

English, Portuguese, Japanese, Swedish, Finnish and 21 other languages, Irish, Indonesian, Chinese (Traditional), Norwegian (Bokmal), Korean, French, Ukrainian, Thai, Italian, Czech, Hungarian, Hebrew, Danish, Russian, Turkish, German, Polish, Arabic, Chinese (Simplified), Dutch, Spanish
Helprace screenshot: Help Desk System (Admin Panel)What can you do with Helprace?Helprace screenshot: Knowledge Base SystemHelprace screenshot: Customer Feedback and CommunityHelprace screenshot: Feedback WidgetHelprace screenshot: Support Ticket ReportingHelprace screenshot: Help Desk Reporting

Helprace user reviews

Excellent
5

Very good
2

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.0
  3.8
  4.7
  4.3
Alex K.

Helprace makes our customers happy

Reviewed 2015-12-26
Review Source: GetApp

As a software depeloper, I am happy with Helprace. I use the ticketing and community applications. I actually look forward to reading new ideas, questions, (and even issues) that are brought up by my users. It can be challenging to address everyone, but it's great that communication is transparent and visible to others who may have the same question. Another thing to note is that we moved straight from email, so the help desk was a breath of fresh air for my small support team of 4. I can see what everyone is doing, and get notified when the going gets tough and I need to intervene. With the help of internal notes, canned responses and tags, we can build a pool of great replies so that we can offer faster service later. This, coupled with the community shows our customers that we care about their business. We find that most customers will look into the community before asking a question. That way, if a customer gets their answer within a few seconds, they will feel that much more confident about the brand. Last but not least, I really like how the customer doesn't have to sign in to send a ticket or browse the community. Of course, if they'd like to join in on the conversation, they need to sign in, but social sign-in makes it super easy. I'd like the ability to integrate Helprace with Slack but I guess that's because we rely on it so much.

Pros
I really like the way Helprace seamlessly blends the help desk and the community. Some customer conversations deserve to be in the open and some need to be private. This doesn't only help deflect ticket numbers but it keeps our customers happy.

Cons
I'd like to integrate Helprace with Slack because we all use it around the office and love it.

Rating breakdown

Value for money
Ease of use
Customer support

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Piotr K.

Great feedback and support software

Used monthly for 2+ years
Reviewed 2020-07-21
Review Source: Capterra

We migrated fro UserVoice after they raised price 11 fold. We are a very satisfied customer since then.

Pros
I love the integration of ticketing system, forum and ideas/feedback forum.

Cons
There are some small UX issues but I can't remember any right now.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 10/10

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Jacob P.

Terrible Software

Used daily for less than 6 months
Reviewed 2018-09-16
Review Source: Capterra

I have suggested many features to the Helprace team and the response always said is " We'll to take your request into consideration" They never ask you to elaborate further like any other company would and they never thank you

Pros
I love that I can view my customer information all in one place within the customers tab

Cons
I hate that I have to subscribe to different parts of the service just to have a complete software to support my customers. I cannot even get my customers to email me during the free trial let alone using it. The forums feature does not work for me, It's often slow when loading and the features suck.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Ken L.

Very effective and easy to use

Used daily for 1-2 years
Reviewed 2018-05-10
Review Source: Capterra

great customer help portal with minimum efforts

Pros
cost effective and easy to use. very effective in giving customers a help and support platforms and services

Cons
integration with other CSM or email services that are commonly used in the customer service industry

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Henry w.

Great Product

Reviewed 2016-01-09
Review Source: Capterra

I have been in the IT world for several years. I faced trouble to maintain communication with our customer. I was trying to find out solution and finally got it! Helprace is an awesome help desk with a self-service portal in one simple app. This is the first reply and i am very much benefited to use this. Flexibility to customize the wide range of features for specific application or special reporting needs. Software support has been attentive and effective. It appears to be effective at keeping malware out. My entire customer is very happy now for getting quick services. I am very impressed with this product.

Rating breakdown

Ease of use
Customer support

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Helprace pricing

Starting from
$10/month
Pricing options
Free
Free trial
Subscription
View Pricing Plans

Choose from the following plans:
Tickets ($10/agent/month)
Community ($10/agent/month)
Docs ($10/agent/month)
Self-Service ($20/agent/month)
Helpdesk ($20/agent/month)
Complete ($30/agent/month)
Free, 30-day trial on all plans

Helprace features

API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Call Center Management
Customizable Branding
Email Management
Knowledge Base Management
Multi-Channel Communication
Queue Management
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Support Ticket Management
Surveys & Feedback
Third Party Integrations

Chat/Messaging (231 other apps)
Live Chat (185 other apps)
Mobile Access (135 other apps)
Real-Time Chat (138 other apps)

Videos and tutorials

Additional information for Helprace

Key features of Helprace

  • "What You See Is What You Get" - see how recipients will see your email formatting while creating the email (no html coding, etc)
  • A process in which an employee receives feedback and a full analysis of how their peers, managers, and direct reports perceive them.
  • A report showing what actions customers perform
  • A running list of action items and their respective status
  • A set of indicators that tracks how well an organization, a division, or a particular project are performing
  • A website and login for stakeholders to access information
  • Ability to see leads received from various distribution channels in one place
  • Ability to work collectively on a project while communicating and sharing information within the system in real time
  • Add customized logos and colors to the interface
  • Add notes and track history to document conversations with specific contacts
  • Add notes and track history to document conversations with specific contacts
  • Alerts/notifications within the system
  • Allow customers to submit support queries and service requests
  • Allow users to access multiple services after entering their login credentials once
  • Allows for integration with other systems/databases
  • Allows support from multiple channels including email, live chat, phone, and social media.
  • Alter the layout and content of reports
  • An extended application or connectors that enables users to perform additional services with their current set of tools
  • Arrange activities and tasks based on their relative importance
  • Assign issues and tasks to users based on their availability and capability of completing the task/issue
  • Business with more than one location/store
  • Collecting and analyzing feedback/reactions from end-users
  • Compliant with HIPAA, which sets standards for sensitive patient data protection
  • Continuous profile-based stream of news and activity
  • Create and administer polls and surveys
  • Create and automatically send premade copy in response to customer's messages
  • Create and manage digital catalog of products/services with their details, specification, and price
  • Create quick polls to keep people engaged.
  • Create unique categories of information to embed within your communications
  • Create, design, and visually represent processes within the software
  • Create, save, and re-purpose formatting
  • Create, store and share information, data, and support articles in a centralized database
  • Creating, updating, monitoring accuracy, and ensuring brand consistency for all written materials that are distributed to stakeholders.
  • Customize your contracts and forms so customer's become associated with your brand
  • Dashboard to view activity
  • Facilitates users voting on ideas that are presented so the most favorable ones can be highlighted and further pursued
  • Gateway through which end users can access the system
  • Gauge satisfaction and receive information for improvement and success
  • Identify and respond to unexpected problems or failures (ie. "negative events")
  • Import and export information and reports to and from the program
  • Improve business process by accessing more features and applications by combining third party integrations
  • Informational updates that are delivered to users as soon as an event occurs
  • Integrate with email such as Gmail, Outlook, Yahoo, etc.
  • Integrate with Facebook, Twitter, LinkedIn, etc.
  • Inventories and tracks changes to hardware and software configurations
  • Investigate and take action at root cause or error in products/processes to prevent recurrence of the same error
  • Look through entire documents, not just sections
  • Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.
  • Manage relationships with customers and address customer concerns while tracking previous interactions
  • Monitor and track project related activities based on various metrics
  • Monitor wait time and abandonment for incoming requests that have not been routed
  • Online forums/groups where users can ask questions, share ideas, best practices, etc.
  • Organize and group data or items based on various criteria
  • Oversee interactions with customers throughout the entire relationship
  • Premade examples and templates for emails
  • Receive information and notification of changes as soon as they are available
  • Recognize and support multiple languages/dialects
  • Record customer information, purchase history, and other notes
  • Regulate who can view and use the system by setting permissions and issuing passwords
  • Reporting on changes over time to the state of a request, a process, or an object
  • Seamlessly integrates with 3rd party websites
  • Search available resources to locate required information
  • Searchable repository of information about clients
  • Send mail based on customer behavior
  • Set a time to generate routine reports automatically
  • Store and find contact information such as names, addresses, and social media accounts
  • Store documents in a centralized location for easy access
  • Store information about leads and contacts and track them through the sales process
  • System notifications about the need to bump priority level of ticket
  • The creation, development, sharing and storage of potentially innovative new ideas
  • Tickets are automatically assigned to specific agents based on predefined rules
  • Tools that intelligently provide relevant information, at specific times, that could affect patient care (i.e. allergies)
  • Track current service level agreements based on quantifiable metrics
  • Track system's health and performance continuously with information and updates being available instantly at any point in time
  • Tracks and makes accessible data on the health of servers and other network components.
  • View and track pertinent metrics
  • Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process
View All Features

Benefits

Full help desk functionality:
Set case rules, workflows, saved actions, manage user contact cards and analyze reports on help desk activity. Looks like email to customers.

Email integration:
Integrate Helprace help desk with existing email providers. Email client with "#" commands. Set up a custom email address.

Feedback system:
The Helprace feedback community and tab lets users share feedback in 4 ways: ask a question, share an idea, report a problem, give praise. Disable what isn't needed.

Build a FAQ:
Build a Question-Answer site and get customers to participate. Mark replies as best, set categories, customize voting. Agents collision detection and the ability to save drafts.

Self-service knowledge base:
Helprace indexes all knowledge base articles in search results. Articles support rich text, media. Build a public, private or staff-only knowledge base.

Customer community:
Customers can participate in a community to help one-another or interact with the user's brand. Improve SEO and draw traffic to the site. Community activity is fully integrated with the help desk.

Powerful search engine:
Helprace uses contextual search and suggestions that appear as users type in their query. Search suggestions minimize duplicate tickets, questions, feedback or bug reports.

Multiple "spaces", unlimited admins, agents and end-users:
Organizations that offer multiple products or services can build multiple portals.

Reporting:
Busiest time of day, response time, replies to solve, resolution, happiness, team reports. Set custom dates, business hours. Set report views, compare and print reports.

Customizable:
Set CSS, Header, Footer, Head tags. Localized to all languages. Set custom ticket and user fields. GA Integrations, Developer API, SSO, SSL Encryption and Social Sign in.