HelpCrunch Erfahrungen

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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)

Vorteile

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

Nachteile

Mobile app notifications are late or sometimes did not appear.

Vorteile

- 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

Nachteile

- 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)

In Betracht gezogene Alternativen

LiveChat

Warum HelpCrunch gewählt wurde

We'd used Intercom for a previous product, and when we tried to contact them for this product, they were very slow to respond, and considerably more expensive. Before they'd responded, we'd reviewed other options and installed HelpCrunch.

Zuvor genutzte Software

Intercom

Gründe für den Wechsel zu HelpCrunch

(We also considered a few other chat clients). We plan to use the chat largely for direct interaction and solving of issues, and HelpCrunch seemed best suited to that purpose - e.g. we could use the built-in knowledge base. Other chat clients were either targeted at lead generation or were just too expensive for a small team.

Vorteile

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.

Nachteile

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.

Vorteile

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).

Nachteile

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.

In Betracht gezogene Alternativen

LiveAgent, Freshdesk, Freshchat, EngageBay, Crisp und LiveChat

Warum HelpCrunch gewählt wurde

HubSpot Knowledge base is available from Professional license, too expensive (>350 USD). Help Scout have issues with chat availabilty in SPA (need page refresh). Freshdesk and Freshchat are overcomplicated, for full KB customization you need to pay +40 USD (default KB design is ugly old style, full customization is necessary)

Zuvor genutzte Software

Freshdesk, Freshchat und HubSpot CRM

Gründe für den Wechsel zu HelpCrunch

Met all requested features. Affordable price. Best quality / price ratio.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

JivoChat und Zendesk Suite

Warum HelpCrunch gewählt wurde

Was offered a lifetime deal with Help Crunch and the customer service was top notch.

Gründe für den Wechsel zu HelpCrunch

The quick and responsive customer service.

Vorteile

Good solid connections with customers. Feel comfortable to know they have received some information.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HelpCrunch

Very competitive price with the same (if not more) features.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Drift, Intercom und Zendesk Suite

Warum HelpCrunch gewählt wurde

Better Design

Zuvor genutzte Software

LiveChat

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

The limit of emails and auto-messages in our plan is a little upsetting

Vorteile

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

Nachteile

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

Vorteile

I have noticed when you have too many features it becomes complicated to set up and use but not with Helpcrunch. It is easy to set up and even easier to use.

Helpcrunch is superb value for money and my agents are totally motivated to use it every day. The most I like about Helpcrunch it is loaded features and can automate many tasks.

Nachteile

I don't have any problem with the software but would love to see more languages and integrations.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

We had no problem sending targeted messages to our customer audience through HelpCrunch toolset, it's easy to easy and offers a bunch of beautiful templates which we were able to customize as to our needs.

Nachteile

We are quite happy with HelpCrunch features and the seamless way it integrated with the other tools we are using.

Vorteile

Helpcrunch doesn't break the bank unlike the major players like Drift or Intercom, yet it provides and extensive suite of functionality, very comparable to those two.

Nachteile

Nothing specific that I dislike - more native integrations would be nice though.

Vorteile

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

Nachteile

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

Vorteile

Modern interface
Targetted messages
Super easy to use

Nachteile

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

Vorteile

The product is incredibly easy to understand and make sense of.

Nachteile

There wasn't really anything that stood out negatively.

Vorteile

Easy to set up and cost-effective. In addition to an amazing support system to help you with any flows that may arise.

Nachteile

The product has been great so far. I will check back after my first year.