Live chat
Supported Operating System(s):
Web browser (OS agnostic)About HelpCrunch
HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers. HelpCrunch is suitable for SaaS, e-commerce and any other type of online business.
Live chat works as a visitor engagement, lead acquisition and support tool. The feature enables companies to reply to customer queries instantly or later in the same thread, even after the customer has disconnected. An in-app messenger can be integrated with a website or application to engage with customers.
Email marketing automation enables users to send email follow-ups right from the chat, launch one-time emails or create event-trig...
171 Reviews of HelpCrunch
Average User Ratings
Overall
4.80 / 5 stars
Ease-of-use
4.5
Value for money
5.0
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
August 2019
Lana from SupportHunt
Verified Reviewer
Company Size: 11-50 employees
Industry: Internet
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
August 2019
The software that really helps
HelpCruch has everything we need to automate the process of catching leads, providing necessary information to them and don't let them forget about us after we had a chat. All the features are pretty detailed which helps to create what you really need. For instance, a pop-up. You can select different styles, colors, there is no limit on what you do. That's why your work with HelpCrunch is a pleasure. One more thing, that will definitely win your heart is outstanding online customer support HelpCrunch has. They treat you not as a random user, but like a friend. Furthermore, they do release the features you request. They are just fabulous :)
Pros
HelpCrunch has a user-friendly interface with all necessary features supported. I would say, the team has thought for us by creating top-notch functionality. It was a great surprise, uniquely different pop-ups, and automatic follow-ups. I would recommend to each new user to set up a demo call to see the full set of functions the HelpCrunch chat platform has.
Cons
There is nothing I can list here :) Like... really nothing :)
Reasons for Choosing HelpCrunch
The features, attractive design, functionality, price, online support have won in comparison with our previous platform (Drift) and a few that we were considering.
Response from HelpCrunch
Replied September 2019
Lana, you made our team's day. Thanks for all the love! We're super glad to have you and supporthunt team as our loyal customers.
January 2020
Thomas from Multi-Planning
Company Size: 2-10 employees
Industry: Internet
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2020
Excellent value-for-money Software for our SaaS business
While we were only looking for a chat solution, and had two bad experiences with competitors who had "automated solutions" where no-one was actually there to sort their bugs out. Helpcrunch, on the other hand was reactive from day 1. We were pretty quick to install it on our system (both website & SaaS). 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. Overall, I recommand Helpcrunch for Chat Messenging and E-mailing, though I have not tested all the options that are part of our package (such as the integrated Resource Center) I look forward for further developments of the solution in 2020 !
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)
Reasons for Switching to HelpCrunch
Customerly did not work properly, and there was no answer for 2 weeks to our questions.
Response from HelpCrunch
Replied January 2020
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.
January 2021
Jelena from Fantasmagoria
Verified Reviewer
Company Size: 2-10 employees
Industry: Apparel & Fashion
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2021
I have been using and testing numerous apps so far, and Helpcrunch is truly a winner.
The best option for small businesses
Pros
User-friendly admin panel, great price, very helpful support, best-written knowledge base. The best alternative to Intercom. Lots of options. I am not even sure if I need a chatbot anymore, as there are enough options for using messages and popups. Easy to use for anyone. My newly hired inexperienced customer support agent just turned it on and understood all the features immediately.
Cons
Sending verified emails from our own domain would be good to have. However, support agents say it is coming.
Reasons for Choosing HelpCrunch
Great price, has everything I need, ease of use, best customer support
Reasons for Switching to HelpCrunch
Pricing
Response from HelpCrunch
Replied January 2021
Thanks for your review, Jelena! Custom email domains feature will be added in the future for sure.
July 2020
Andrew from The IT Service Ltd
Company Size: 2-10 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
2.0
Customer support
1.0
Functionality
3.0
July 2020
Web software ok. Mobile app non-functional. Service non-existent
Refused to allow me to cancel, even though I attempted to do so on the renewal date, and even though their app isn't working, so I can't respond to customers through the app. They suggested that I could enable email notifications - completely negating the point of instant response.
Pros
It was reasonably easy to install, although took a while to configure.
Cons
Mobile app didn't work, so when I did get enquiries I wasn't able to respond, making it look like I didn't respond to my customers.
Response from HelpCrunch
Replied July 2020
Hi Andrew! We really appreciate your review. Indeed there were some issues with the mobile apps in the last few weeks which a very small part of our customers have, unfortunately, experienced. You were one of them. We do realize that this has affected your communication with customers and your business. We're terribly sorry for that and just wanted to let you know that we listen to all the feedback and try to react asap. We're rolling out a new update already this week which is aimed to dramatically improve both iOS and Android apps performance and overall user experience, fix the issues you've experienced + provide some new exciting features. We really hope you'll be able to try out the updated apps. Our team would be looking forward to your feedback! Please don't hesitate to get in touch with us at any time. Take care!
January 2021
Rodney from Neko
Company Size: 11-50 employees
Industry: Information Technology and Services
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
1.0
Functionality
2.0
January 2021
Has promise
Support wasn’t great for a support software company. Very Slow software, they need to invest in a CDN of something.
Pros
Price is the best feature of this software. Overall the software has promise but isn’t quite ready for prime time. They are trying to Copy intercom so if you would like someone similar to intercom this software could suit.
Cons
Support was ok to poor and they are over charging for importing data into the system (quoted me $300+). Their iOS app isn’t the best, does not refresh correctly and isn’t that user friendly compared to intercom. The part that annoyed me was the speed of the system in Sydney Australia. 6 secs to load images on their site (confirmed with speed test sites too). Just too slow and support the fact they are not quite ready for prime time. Maybe another year they will be
Reasons for Switching to HelpCrunch
Pricing. Intercom just charge for everything.
