Solid support and marketing tool for SaaS After trying around 20 platforms, HelpCrunch stands out for its functionality at a good price point. The support has been reliable. Features like FAQ browsing in chat and a unified inbox for messages are useful. The AI editor is a recent addition that helps speed up customer service.

terrible terrible - phone line rings out - no response

Amazing idea, too unreliable for a real business **Amended 18/07/23. See footer** Absolutely gutted to be leaving their service. We found Helpcrunch in November and thought the software was sleek, the functionality was good and the integrations worked. We adopted it straight away. One of the key features was the ability for a user to message us when we're offline, and for us to reply to it in-line when they were offline, and if it wasn't seen for X (specified by us) period of time, it would automatically go through as an email. This meant we could 'fire and forget', knowing it was always going to be seen. In the first week however, this function broke and it took more than a week to fix. I found the support was a bit frustrating - they didn't seem to understand how much of a big deal this was, but it was then fixed. Less than two months later, and first week back after New Year we're firing through responses only to find it's started happening again!!! We've had to spend hours painfully combing back through previous conversations to see what's sent, what hasn't, what's been seen, what hasn't, and resending chats as emails - being re-written to fix the context. Support has told us now it's going to take a whole 2 weeks to fix, which would mean 2 weeks of trying to see if we can communicate with customers online, and if not, having to then try and jump to email, or back to chat. Such a shame. Would have never left these guys as I love the premise of the software and the pricing is fair, but this is a major and completely unacceptable failure for even a day - let alone two weeks - especially as it's the second time it's happened in two/three months. Worse still, we had to spot this for ourselves, by chance. We don't know how many people have replies waiting for them on the system which they'll never see, and we can't work out how much business we've lost because of this. Now looking for an alternative, and replacing immediately. Don't recommend them to any other businesses. *** AMENDED 18/07 from 1 start to 3. *** We begrudgingly stayed with HelpCrunch after the above mentioned issues. We did have one more recurrence in c. May, but it was resolved within 48 hours. Whilst these let downs are excruciatingly painful, I do believe the software is second to none. We find it really easy to manage huge amounts of chats. It's clear, presents large chunks of chats and multiple conversations well, and our clients seem to love it too so if you can, it's probably worth a punt. Had we not had the issues mentioned above, it would be 5 stars regardless.

they don't care about core features more problems with this service - they just won't focus on making the basic features work properly

Keeps breaking Keeps breaking. Would be amazing but again and again simple features don't work.