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 with customers support in a centralized manner, and also helped us with lead generation. The app also provides a knowledge base that you can use to keep your customers in the loop, on how to use your app and solve small issues without the need to reach out to support. Helpcrunch also packs pro-active messages, that you can use to interact with people who visit your site. It's easy and pleasent to use. I highly recommend

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

I like the chat and the history of the chat by user/contact. If the mobile app could show me the meta data when a chat comes in, that would be perfect.

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)

Nice UI and easy to use interface. Easy setup. Affordable pricing.

Knowledge base accessible from Chat Widget. Auto messages. Bulk email. Mobile apps.

Mobile app notifications are late or sometimes did not appear.

We use HelpCrunch as our primary support tool (for potential customers with questions, for customers with questions, for feedback reports, etc). Installation and subscribing was easy using a WordPress plugin, and the interface is easy to understand, configure, and use if you're familiar with web interfaces like Google Apps, Intercom (to which HelpCrunch is very similar, and far less expensive). The mobile app allows us to respond immediately to customers without being tied to a desk. Being in the early stages (first year) of a software release, this allows us to get immediate feedback from our customers, and, possibly more importantly, from those who would be our customers except for some reason, so that we can make good decisions.

- 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)

Helpcrunch is very easy to setup and configure. They offer a very low cost (free) entry level so you can evaluate as long as you want. Helpcrunch has very low impact on the site performance, which is very important to me. Helpcrunch has an app on tablets and mobile phones which is extremely responsive. I hardly ever miss a chat because the app is so fast.

I can not think of anything I don’t like about the software. It is technically ok, and the developers are not harassing me with commercial mails like many other do. It is friendly software, made by friendly people.

Great integrated solution suitable for SMB, easy to deploy and manage, no complicated ticketing system and features uselfull only for enterprices. Knowledge base and chat integrated in one solution. KB default design is modern and nice, not necessary to customize too much (compared to Freshdesk for example). Full KB/chat customization is included (Freshdesk will ask you additional up to 40 USD).

Support can be faster. In „rush days“ you may wait a few hours for response, but then you’ll get professional answers that help you solve your problem.

I honestly stayed because of the awesome customer service that I received before I was a customer, and after. If your customer service would have been subpar, I would have stayed with the product I used before.

My customers can reach me with any questions they have about something I offer, or something in general on my website. Like the instant message I get on the app, and the ability reply to customers, even when they have left the site.

The only thing I don't like about the software is the fact that we can't change the suhdomain. I have my widget on multiple sites, but can't change the suhdomain.

We have seen a dramatic rise in the quality of our communications with customers during business hours.

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.

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've been using helpcrunch to drive sales on our website and to provide in-app support for our product, avoiding to get several emails spread across several accounts with no way to assign people to different tickets.

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.

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.

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.

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 love the ease of use and how organised it is. Using helpcrunch has helped me organise customer inquiries and I can easily navigate and look for conversations with the filter search function. I also love that I have can access previous conversations with customers without scrolling too much. Also love the customer support , every time I have a question someone comes back to me within 5 minutes. Truly bang for the buck.

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

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