Helprace software


Helprace is a cloud-based customer relationship management (CRM) solution that helps businesses manage interactions with existing and potential customers. The solution features a personalized help desk (HD) and user feedback portal.

Helprace lets users organize interactions with customers and address customer feedback and questions. The solution provides customers with different reports based on response time, resolution time and customer feedback.

In Helprace, users can create canned responses to common questions and establish case rules. Different filters are available, so users can manage specific customer interactions.

Helprace also provides space for customer communities: users can set up forums where customers can ask questions, and other customers can answer them. Users can monitor these conversations. The solution provides integration with applications like Facebook, Webhooks, Google Analytics and WordPress.

Helprace is available on a monthly subscription basis that includes support via phone and through an online knowledge base.

Supported Operating System(s):
Web browser (OS agnostic)

5 Reviews of Helprace

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  • Ken from JoyFlips, Inc.

    May 2018

    Very effective and easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jacob from JP Industries

    March 2018

    Customer service like no other

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    My customers were some what satisfied with the platform. Never had any complaints but I had to eventually merge away from using it as it was too restricted

    Pros

    Great software, Was able to manage my customer support team with my customers and effectively respond to customers in time and also used their features(forums, SLA & some triggers) to help me and my team.

    Cons

    Could use more SLA & Trigger features and also needs to have less restrictions. Other systems with a free plan do not have the same restrictions in place as HelpRace does.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sohail from freelancewritingexpert

    January 2016

    Great Experience with Helprace

    Ease-of-use
    Quality
    Support

    Hey, Pros 1: Agent Like Interface 2: Receive Messages from World whenever you want 3: Tear down the walls between traditional CRM, help desk and community management. Offer customers actionable solutions at every point of contact 4: Have your answers ready when customers hit search. Reduce support loads. 5:Fuel discussions with a feedback-based community. keep activity on your turf! 6: Turn lonely site visits into conversations and make your company truly customer-centric. Cons 1: Customer support needs to be fixed in more better way

    Review Source: Capterra
  • Henry from JACKSON IT WORLD NET

    January 2016

    Great Product

    Ease-of-use
    Quality
    Support

    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.

    Review Source: Capterra
  • December 2015

    Helprace makes our customers happy

    Ease-of-use
    Quality
    Support
    Value for Money

    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.

    Review Source: GetApp
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