HelpCrunch Reviews

Integration with iPhone. Easy to track if all chat users were handled and taken care of. Easy to embed on the website. Ability to send an email to offline chatters. The ability to block a person. Emailing a transcript.

- The fact I always have to open Helpcrunch website to answer chats. Sometimes you just forget to do that! The fact there is no any Windows App which would support HelpCrunch and start with Windows, so the chat would be always be connected to the agent.
- The fact there are no shortcuts or templates which would allow to type something like "/greet" and it would send a templated message i.e. Hello my name is Alex Satler. Please let me know how may I help you today? etc"
- The fact there is no way to guide your chat visitors around your website. Say, a visitor is interested in seeing my pricing. I simply enter a code "/price" and it re-directs a visitor to the page with our pricing and so on.

Working as live chat software, as a start.

Expensive, not worth the price. So the most are bad.

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

I like the ways you can customize this product to your needs/themes and the easy of use. Literally everybody would be capable to write an article in HelpCrunch and the changes are global instantly.

Only thing I didn't like that much is securing a custom domain helpdesk with SSL on different server than apache or nginx - they don't have instructions for our kind of server.

* Easy to integrate in my app
* Mobile app so I can answer customers asap
* Fast customer support

Honestly I am very happy. I had an issue with the mobile app but the customer support fixed it quickly.

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.

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.

I lke the fact that its pretty configurable, it allows you have ton a of rules around what to show, where and to whom. Proactive messages is my favorite feature, banners are pretty handy too.

Support is great by the way

A few improvments can be introduced the mobile user experiences but these are not critical at all

* 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

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

The AI editor is a lifesaver. It helps us quickly deal with common queries and frees up our team to handle more complex issues. Plus, transitioning from Intercom was smoother than expected—no headaches, no data loss.

Would love more flexibility with the automation rules.

I can see what are the pages visited by the user while chatting
email follow up
restricting spam
timezones availability and more

User is able to return to chat even after we block them

It is easy to install and use the software.

They still miss some REST API endpoints for scenarios of complex integrations.

HelpCrunch is a completely transparent company that has a great support team and well-built products (live chat, knowledge base, automated messages).

They have set pricing which isn't based on your active user count so you're going to save a lot of money per month in comparison to Intercom.

The only negatives I could provide in comparison to Intercom is the lack of Integrations and chat widget marketing options. HelpCrunch is constantly rolling out new features at no extra cost so I wouldn't be surprised if this is in the pipeline.

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.

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

- multilingualism. The language can be changed directly from the app in real time. This was one of the main criteria for choosing a service for us.
- Customize css via admin panel. This makes the widget very flexible
- Real-time support communication. Within 10 minutes you will receive an answer to your questions and try to solve problems

- This is more a wish, not a minus, but I would also like to have official support for react-native.

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

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

Awesome live chat software for support team with lots of cool features:
- chat notes
- chat ratings
- in-app messenger
- automated and manual messages

I have literally nothing to complain about, everything works great and we rarely face any bugs.

I like the chat system and especially is how easy is to send email or message to customers. Also, there is a lot of pre-made templates that can help you with faster and better respond to clients. It is not just a chatting system, it is more - it could be an email marketing tool and help desk at the same time. Also, design and user experience is on other level comparing to similar tools.

The only issue that I could find that when sending an email - email is signed by help crunch organization instead of a company. Maybe there is a way to change this - but I could find that setting.

The software is easy to use. For us as company but also for the visitors. I get several business requests in a month through the chat.

You can't combine the software with other tools like messenger so you have one tool for all your support questions.