HelpCrunch Software

4.84 / 5 (83)

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-triggered automated email sequences for onboarding or marketing campaigns.

The help desk module can organize all customer communication, prioritize actions, distribute tasks and manage each customer case.

Pricing is tiered, based on the number of agents and emails.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

83 Reviews of HelpCrunch

Average User Ratings

Overall

4.84 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(71)

4 stars

(11)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 83 reviews

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January 2019

Bogdan from SE Ranking

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Have been using HelpCrunch for over 2 years now

Overall, I'm happy with HelpCrunch and easily recommend it to folks looking for a great marketing and customer support software

Pros

* Robust toolset of chat and email features, team reports are super useful too.
* Affordable price per agent is definitely a plus (I hated paying per contact on Intercom before - it was too unpredictable for our fast growing SaaS)
* Always helpful customer support assistants

Cons

None as of right now. We used to experience a few issues with it at the beginning, but everything works great for us currently. Probably the only thing I'd like to see improved is the speed of our emails deliverability (we have a 200K+ ema

Response from HelpCrunch

Replied February 2019

Thanks for the review Bogdan. We're glad to have SE Ranking amongst our customers :) We've recently rolled out an update that increases the email deliverability speed, as well as improves HelpCrunch service performance overall. I'm sure you'll notice the difference.

January 2019

Maryna from Snovio

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Great live chat and email marketing software

Our whole support team uses HelpCrunch to chat with visitors and customers. We've checked many alternatives before, and HelpCrunch ticked all the boxes for us in terms of features. The price was the lowest when we last checked, so I have no problem recommending it to others.

Pros

- Having all the features we need in one platform
- The chat is great, both feature-wise and in terms of its looks. I've never seen a software that offers that many customization option before.
- Emailing our existing users and checking reports
- Tracking performance of our agents is super easy
- Pretty low pricing
- Great support team

Cons

We've faced some minor bugs during our time using the system, but those weren't really crucial to our performance and HelpCrunch team was pretty quick to address and fix bugs.

Response from HelpCrunch

Replied February 2019

Thanks for a detailed review!

June 2019

Puneet from KartRocket

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

June 2019

Easy to Use.

We are trying to automate the email communication to be sent to our seller base based on actions they perform on our platform. Helpcrunch offers a great way to achieve our marketing as well as business goals.

Pros

The platform is easy to use and it's auto message functionality lets us connect custom data variables in our backend to theirs. And we are getting good email open rates so far.

Cons

We are expecting some features around:

1) Connecting a custom email domain.
2) Reports for auto messages.

Response from HelpCrunch

Replied July 2019

Thanks for your review, Puneet! We're pumped you're seeing success with your marketing automation campaigns. We're definitely looking to add more features to our marketing software pretty soon which will help you in increasing your user engagement. Stay tuned!

June 2019

Joe from Mojo Websites

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2019

Great - probably the best messaging software

Their support is amazing and friendly - regardless of you being a paying customer or free user.

Pros

Simply, the biggest pro is that it just works. When it comes to Messaging software, reliability is essential. In the past, ive had messaging plugins not send a message to me because i haven't opened their app in some time and it auto logged me out. I have never missed a message with helpcrunch.

It also looks more modern than the competition.

Cons

There isn't really a con. The only thing is that i get emailed each time i receive a message - so if i am having a conversation with someone i will get dozens of emails, rather than just two emails, (one alert at the start and one summary at the end).

But that is likely something that will get ironed out, more than an intentional feature.

Response from HelpCrunch

Replied July 2019

Thanks so much for your review, Joe! Appreciate all the little details you've mentioned. Your feedback regarding email notifications about new messages is well taken and passed to our product team. All the best!

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2018

Intercom alternative

Our support and sales guys use Helpcrunch to communicate with our visitors, users and paying customers - all from a single dashboard.

Pros

We've switched from Intercom, so I'll highlight the biggest differences between HelpCrunch and Intercom:
1) Prices - Helpcrunch became a 7 x cheaper solution for our customer support compared to Intercom
2) Their customer service guys rock.
3) Some cool neat features that Intercom didn't have

Cons

can't think of anything, just looking forward to their Knowledgebase feature release

Response from HelpCrunch

Replied October 2018

Thanks for your review! Glad that you enjoy using Helpcrunch for your sales and support needs. Our Knowledge base feature is coming soon - late 2018/early 2019, so stay tuned ;)

April 2018

James from Scrumi

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Highly recommended, excellent support and easy to use

Better customer engagement and ongoing customer relationship improvement.

Pros

I first found the HelpCrunch site when searching for alternatives to Intercom and had a brief chat with a live chat agent. I then re-visited 2 days later and was able to continue the conversation exactly where we'd left off. Their support is outstanding.

The installation and setup of the software is impressively fast and very and easy to understand. I had it up and running on our site within 2 minutes. Their admin interface is easy to navigate too, I tested a chat message and it popped up instantly.

We now use HelpCrunch daily to better connect with our customers. It helps us to onboard, support and retain our users better.

Cons

It would be fantastic if an Android app was available so I could more easily talk to customers whilst out and about. However, it's pretty easy to respond via email if necessary.

Response from HelpCrunch

Replied April 2018

James, thanks so much for you warm feedback. We expect the Android app to be ready this week. Stay tuned!

January 2019

Volodymyr from NEWOLDSTAMP

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Amazing toolset for customer interaction

Very nice experience with the software so far. It has everything we need for customer communication and support in a single place. Highly recommend

Pros

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.

Cons

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

Response from HelpCrunch

Replied January 2019

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

May 2019

Matthew from Easy Composites Ltd

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Switched over from LiveChat

HelpCrunch were really helpful (no pun intended). Set up a custom pricing plan for my needs within an hour.

Pros

Better value for money for the features I needed. For me it was important to have different customised widgets for different domains. I've been a LiveChat customer for a number of years but the pricing for the customisable widgets drove me away in the end. Software is super easy to use and personally I prefer the simpler and more modern appearance of the widget and the admin interface.

Cons

With HelpCrunch the price you pay is per agent that you set up. With some other systems the price you pay is per logged in/online user. I wanted to set up more users but only have a smaller number logged in at any one time. In the end, I calculated that I still made a significant saving compared to the same features on LiveChat and better still I was able to talk to HelpCrunch and they set up a custom plan for me.

Response from HelpCrunch

Replied June 2019

Appreciate your detailed review, Matthew! We're really glad to have you with us.

February 2019

Pratik from CiaoDigital

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

February 2019

10 on 10 design, Easy Integration, Competitive Pricing

Satisfactory. although, I noticed that the conversation rate was very low if compared to the current service I am using.

Pros

The Design and Flexibility the Customize your widget, Widget Integration, Registration.

Cons

Nothing Out of the box. Pricing is same as many companies, however they are into a very competitive field with multiple alternatives having way better features and even cheaper for multiple agents (Jivochat, Zendesk Chat). I did not find any API for easier integration. Free Version is not at all recommended, Better software are there if you need it free.

Response from HelpCrunch

Replied February 2019

Hi Pratik. Thanks a lot for your detailed review! As to your comment regarding our free live chat version, we've analyzed lots of alternatives prior to launching our free plan. From what we saw, it's hard to find any other free live chat solution that would allow to: - store that many free contacts in your customer base (up to 500) - create auto messages with lots of rules - talk to your users with in-app messenger and integrate your custom data. - customize your chat widget with such a decent number of options. If you have any other feedback regarding the free plan, please don't hesitate to contact our support and share your feedback. We always strive to improve our product for all categories of users from one-man bands to enterprises. The info about our APIs is easily accessible in our Knowledge base. Feel free to ask us any questions about the APIs anytime, we'll be happy to assist you with the integrations. Cheers! - Daniil

January 2019

Nina from EPOM

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0