HelpCrunch Reviews: 4.7/5 — Highly Rated

* All-in one messaging, marketing automation, wordpress integration and Integration via REST API were the four main added values i were looking for and Helpcrunch clearly helps in that direction along with an affordable pricing which is good for small businesses. * At time of purchase, Knowledge Base was the missing thing i need but Helpcrunch told me it was planned. Then it was delivered as promised. * Very appreciated features : sending email to offline chat users, automatic follow-ups, widget customization, ability to block a person, privates notes for teammates in chat, merge conversations, the new KB. * HelpCrunch is opened to consider suggestions for adding them into the roadmap. * A windows desktop app is something missing but is planned and i 'm confident they will deliver it next year.

* The mobile app : - Stability can be improved, the android mobile app often freeze and quickly, we have to kill and relaunch. - A more ergonomic mobile app and supporting landscape mode is needed. * What i would suggest is, instead of doing as most competitors by having traditional generic spaces such as kb, forums, tickets areas on the front end; bringing more familiar community space having sense/meaning like questions, ideas, problems... that build a kb, you have example of that in helprace among a few others. The idea is presented here https://helprace.com/self-service-portal * In the chat windows, you have 2 columns : the user one and the chat itself. I suggest : a. this windows can be maximized b. add a third column containing an iframe which content would be, depending of the corresponding selected tab (and for which the user has to provide the url in helpcrunch settings), a forum (like wp foro), a kb (like BWL KB), a QA (like anspress), this would bring useful resources to the operator could quickly use to provide information to the user and this would also be an easy way to bring capabilities that seem to miss in helpcrunch and i though it were implemented (kb, QA, heldesk, forums...) * I suggest in the chat widget to have a menu with options such as : email transcript, pop out widget, end this chat session. These are simple options but very useful, efficient, that pleased everyone and makes the difference with quite some competitors, so this is the reason why it's my number 2 suggestion. * A simple feature and very common to see everywhere but absent in Helpcrunch : the visitor does not know when the operator is typing. This is a needed feature.

An affordable solution for my wordpress websites, in both internet and intranet contexts. The best compromise i found, after evaluating all the competitors, my prefered alternative to some big players.

Easy to use and learn and compared to other similar products it's very affordable, especially for small business which have a limited budget. Great tool for both support and marketing purposes.

Sometimes seems a little slow although that could be my connection.

Support and marketing. We need a way to combine them both without using multiple platforms. The ability to apply targeted marketing to specific segments is great!

Almost everything, their support is next to none. We love the UI and UX. The affordable and pocket friendly and main factor for switching from the Zendesk and ignoring the Intercom. It's so light that don't delay the page uploading.

Their product development is quite robust, just wishes to have more native integrations as provided by the Intercom and Xenoapps. A working and fully automated chatbot will be awesome.

It's helping us on three fronts: 1. Managing client documents 2. Sending marketing emails. 3. Providing email support. Basically, Helpcrunch is now our one stop solution for all the client/customer issue.

Helpcrunch is really easy to install on a Wordpress, and quite light in comparison to other plugins

Free plan is quite limited, but it will allow you to be sure that it's convenient for your business

Helpdesk

The feature set is robust and easy to use. Support has been responsive too!

No major "dislikes" at this time though I do wish the system also pulled in subscription info (from Stripe or other tools so I had the "full picture" of the user).

Looking to have all communication with our users in one place.

Easy to use and intuitive GUI, not resource demanding

Patches and updates could be more frequent

Got general helpdesk assistance

Простой и понятный интерфейс, можно работать с первого дня даже не имея опыта с подобными сервисами. Удобная настройка,

Чат-бот хорошая вещь, но он ещё слабенький. Очень долго думает, и когда работает чатбот ты не можешь войти в диалог, необходимо дождаться пока бот закончит сценарий. + Почему-то после бота уведомление о новом обращении не приходит. возможно это где-то есть, но я не разобрался.

Позволяет хорошо и быстро общаться с клиентами. Хелпрачн увеличивает конверсию и завлекает доп. клиентов.

- Good price - Easy to install, configure, and use - Looks good to customers, and to support people - Ability to schedule when we require the customer to enter an email address, so they can contact us immediately during business hours, but enter an email address after hours - Very good customer support

- Occasional bugs in essential features, e.g., online/offline schedule not triggering at expected times, notifications not working. - Some expected features aren't available at the "basic" level, e.g., if a customer contacts us after hours, HelpCrunch won't email them that we've responded. - If you cancel, the service terminates immediately instead of functioning until the end of your subscription period. HelpCrunch support can hold the remainder of your subscription if you want to re-subscribe later (which could be a pro if you're shutting down your business and want to use HelpCrunch in the future, but it is a con in our case).

We use HelpCrunch for customer support, and to answer questions from potential customers. We use chat for this to encourage the closest possible communication with our customers and potential customers. This allows us to understand why people are using our software, and also to understand why people might not be using our software. With this information, we can make good decisions regarding how to update and market our product.

A wide range of features for an affordable price

It's very difficult to get a refund even if you didn't use the product for a year. I recommend starting on a monthly plan.

We wanted to make it easier for our customers to talk with our sales team quickly.

3-in-1... the chat/email/and ticketing systems in one spot works great for me. Being able to tag chats is another plus. I really enjoy being able to reply to a message and that will automatically be submitted to a visitor or customer if they are not on my website. From there, the customer has the ability to respond directly from the email. It is nicely streamlined.

Android app needs a lot of improvement. I was told an update would be ready in September 2019, but here it is nearly the middle of October. I would also like a capture form that allows customers and visitors to sign up for email campaigns (subscription list). I wish we could make the upload limit of the chat larger than what it currently is.

I'm able to answer customer/visitor questions much faster versus my other method where I used a google form.