HelpCrunch

Pros

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

Cons

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

Pros

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.

Cons

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)

Pros

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

Cons

Mobile app notifications are late or sometimes did not appear.

Pros

- 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

Cons

- 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)

Alternatives Considered

Reasons for Choosing HelpCrunch

Switched From

Reasons for Switching to HelpCrunch

Pros

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.

Cons

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.