HelpCrunch

Vorteile

I've been looking for a help desk tool that combined the functionality of a helpdesk with the proactive in app messaging like Intercom. I've used both ZenDesk and HelpScout in the past and they just kept getting more expensive as they added features and functionality and it was getting cost prohibitive for our very small company.

Now we have a solution that has everything we were looking for at a fraction of the cost.

Nachteile

The only issue we've had is that there are so many features, the learning curve to understand and implement everything is a bit steeper than previous solutions. But that will go away as we continue to learn about and implement the tool.

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

What stands out with HelpCrunch is its fantastic support for large teams. Features like collaboration tools, private notes, saved replies, and macros are incredibly helpful. The ability to customize the live chat appearance far surpasses what Intercom offers. It's straightforward to use, avoiding unnecessary complexity with a clean and simple design. Navigation is a breeze with clearly categorized chats.

Nachteile

The live chat sometimes loads slowly in certain locations. However, their customer success team is aware and is currently working on chat speed optimization.

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.