HelpCrunch Software


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.

56 Reviews of HelpCrunch

Overall rating

4.91 / 5 stars

Filters:

Showing 1 - 20 of 56 reviews

January 2019

Maryna from Snovio

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of HelpCrunch Corp.

Replied February 2019

Thanks for a detailed review!

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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 of HelpCrunch Corp.

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 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of HelpCrunch Corp.

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 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of HelpCrunch Corp.

Replied January 2019

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

January 2019

Nina from EPOM

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Started on the free plan, now on all-in-one premium plan

We used another support SaaS and separated from it because of some security issues. This one has no major vulnerabilities - at least I did not find info on the forums.

Pros

The biggest differentiator is the support team. Always available, attentive and professional. Thank you guys a lot!

Cons

Been using Helpcrunch for over 6 months, haven't noticed anything substantial. Sometimes though the system doesn't work well when we're on a slow Internet connection

Response from HelpCrunch of HelpCrunch Corp.

Replied February 2019

We're glad to have you, Nina

January 2019

Sergei from Skyvia

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Useful live chat for web app based SMBs

We started using HelpCrunch to handle client's requests from emails, messenger, contact form etc. We did well with it

Pros

Clean interface, very easy to start with
Saved answers: really useful for those who aren't native English speakers - our team can use pre-made answers for frequently asked questions

Cons

We are a new business and haven't used other chat solution, so have nothing to compare HelpCrunch with. Everything works fine for us

February 2018

Elena from SE Ranking

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2018

Great tool for chats and emails

It's much easier for our users to contact us via live chat, and for us, it's great to see all the history of communication

Pros

Helpcrunch allows us to engage with our users both via chat and email. All the history of communication is gathered in one place, so it's easy to see all the info.

Cons

It would be great to see some kind of a knowledge base to let me quickly deal with all the features. Anyway, support team is always ready to help me.

January 2019

Maksym from Snovio

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Support tool

I use HelpCrunch to provide support to our customers and upsell when possible. It's a great tool that does the job well.

Pros

Nicely looking live chat, easy to set up, works great

Cons

No cons so far, would be great to have articles functionality built in though

January 2019

Victoria from Draftium

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great tool for my business

These guys are very responsive to all my team’s requests. For the price they ask, it’s definitely one of the best software.

Pros

I love it. Easy to set up and use. I especially like the way it looks like on our website - I was able to set it up exactly like I wanted.

Cons

0 problems with the live chat in 3 months. Literally nothing I'd change, everything works as expected!

Response from HelpCrunch of HelpCrunch Corp.

Replied January 2019

Very nice of you! Thanks for the great feedback

January 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Slick customer support platform

I've contacted their support and they helped me out promptly. The app is beautifully designed and I'm chuffed with their overall service.

Pros

I'm a big fan of how easy it is to set up chat widgets and incorporate them into my platforms.

Cons

The service could really use a knowledge base to flesh out their offering!

Response from HelpCrunch of HelpCrunch Corp.

Replied January 2019

Thanks for the review! Glad you're enjoying the platform. Knowledge base functionality is coming in the first half of 2019 :)

January 2019

Alan from Clyde Stationery

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great product and value for money

I am one of these people who carry out a lot of research before going with a new supplier. I have been looking for a new live chat provider for a couple of weeks now. I had 3 main criteria. 1) Modern interface that could be rolled out across multiple sites. 2) Targetted Chats 3) Cost effective. I am scared to think about how many website and trials I undertook, however, I finally chose HelpCrunch and I delighted that I did. Simple to set-up, plus it ticked all my criteria. I would certainly recommend. p.s. when I did reach out to the team to ask any questions' I got a super quick, and helpful reply.

Pros

Modern interface
Targetted messages
Super easy to use

Cons

I have been using for a couple of weeks and as yet I don't have anything negative to say.

Response from HelpCrunch of HelpCrunch Corp.

Replied January 2019

Thanks Alan! We're glad you did a thorough research and chose HelpCrunch in the end. Best of luck!

February 2019

Annabel from Seoul Art Collective

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2019

Customer support how it should be done

Really pleased with the software. It's well priced and beautiful.

Pros

Very pleased with the widget styling and easy way I can integrate the chat widget onto my site. The way in which my business hours can be set saves me from getting unwanted support tickets on my weekend through my mobile application as well, which has saved me a lot of stress!

Cons

I'd really love a help base that could automatically guage a user's request based on keywords and recommend a help article, further diminishing the amount of support tickets I get.

Response from HelpCrunch of HelpCrunch Corp.

Replied February 2019

Thanks for the kind review, Annabel! Help base feature is already in development. We will definitely let you know when it's released so that you can further decrease the amount of resources involved in your customer support.

November 2017

Yuliya from Strategies and beyond

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2017

A true 360-degree view of your communications with customers

Great live chat with a comprehensive functionality yet attractively priced.

Pros

It's an easy to use yet a powerful tool comparable to platforms like Intercom with competitive pricing and functionality.

Cons

Actually I think I like everything about this platform. I would suggest to keep working on the CRM and marketing automation part to offer even more options to the users.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

January 2019

Needs more work

Pros

has a lot of features such as online chat and emails

Cons

the icon is not customizable and we can't make it fit out brand

Response from HelpCrunch of HelpCrunch Corp.

Replied January 2019

Thanks for your review and the feedback! Would be great to know which icon you're talking about. The live chat widget button is totally customizable - you can adjust its size, color, and even choose between various button types. The amount of customization options available to you depends on the pricing plan you're on. Hope to see you back on HelpCrunch sometime soon! If any questions arise, don't hesitate to contact our customer support team via chat. Have a great day!

April 2018

Ryan from Cortex Networks

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

Amazing software

Able to chat to my clients in real life and follow up emails through the live chat and engage with site visitors

Pros

I would highly recommend HelpCrunch their prices are very reasonable for new businesses. Their software includes everything you're looking for in a live chat. I was looking between Intercom and Crisp but HelpCrunch offers more features and a better designed admin panel which makes it a lot easier to get around the panel. Their customer service is awesome too with fast replies when you are stuck with an issue. 10/10 Definitely Recommended!!

Cons

* Easy to use and to control
* Affordable
* Great features

The list goes on as there is too many to list

January 2019

Natalia from Docsify

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great value for money

It's a great product, especially when you consider its fairly low price.

Pros

- Live chat widget is really beautiful. It has a lot of customization options which is a big plus, cause we can really adapt it to our brand's colors, style.
- Useful email integration in chat. We can set up resending chat messages via email if they remain unseen for a e.g. 5 minutes - really useful. I also like the ability to quickly switch between sending a new message via live chat and email channels.

Cons

Nothing in particular, but would be great to see more channels integrations like facebook messenger and whatsapp.

Response from HelpCrunch of HelpCrunch Corp.

Replied February 2019

Thanks Natalia! We're happy to have you among our customers.

January 2019

Hoang from Boost.link

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

All in ONE! Best Tool for Customer Service!

Easy to connect with customers and support them well, and can track the tickets and chats easily. Love the customer tools available in HelpCrunch

Pros

User friendly, Easy to use! Great User interface.
Best for beginners and advance users. Basic need meet all!

Real time chat features, Reasonable price for starting up companies.
and it helps you with your leads and products. Integrations available with third part programs

Cons

Not at all. just wan to have more integrations with other third part programs.

Response from HelpCrunch of HelpCrunch Corp.

Replied January 2019

Great to hear it meets your needs, Hoang! We try to keep HelpCrunch as friendly for startups as possible. Both in terms of functionality and pricing.

January 2019

Mike from RnDWork

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Competitively-priced ticket sorting system and awesome live chat

We've researched many alternatives to Zendesk and HelpCrunch turned out to be the most competitive competitor. I'd recommend trying it out, they have a free plan which we used for some time.

Pros

We switched to HelpCrunch from Zendesk. Firstly, the main reason was the price - it was 3 times more affordable than the Zendesk plan we were on before that.
After 1 month, with HelpCrunch we also come to appreciate in-app messages: the main contract of the month signed after a conversation in the chat with a client.

Cons

We faced some issues while switching and it took us some time to migrate from Zendesk to HelpCrunch tool

Response from HelpCrunch of HelpCrunch Corp.

Replied February 2019

Thank you Mike!

February 2018

Christian from Phynomia

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2018

Great sofware, helps so much managing users

Pros

Quality of the software, its security and the customizations that are available. For example the Javascript APIs are really simple compared to other software of this kind. More, a feature I like so much is that you can set a Javascript event to fire a message to the user from an agent.
Great platform to manage best users and their needs.

Cons

Overall, I like pretty everything. I just have to say that maybe the interface that the agent uses to talk to users seems a bit too much "embedded", but is just what I think, it isn't a general critic.

January 2019

Valeria from Netpeak Software Professional SEO Tools

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Mini CRM for Startup

We are a small startup, but quite ambitious, so we wanted to find the solution that would support our growth without limiting the functionality. We are not ready to pay hunderds of bucks for very mature solutions so HelpCrunch is an option for us.

Pros

Here's what we needed originally: live chat system for our young startup
What we got in the end: mini-CRM with many functions for client support, user engagement, as well as marketing. There is more in the package than we expected, frankly

Cons

Just 500 contacts in the free tier, but it's still more than what other free products offer free