What users are saying about

3CX vs Helpshift

3CX
34 Ratings
Helpshift
3 Ratings

3CX

34 Ratings
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Score 9 out of 100

Based on 34 reviews and ratings

Helpshift

3 Ratings
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Score 9 out of 100

Based on 3 reviews and ratings

Likelihood to Recommend

3CX

The 3CX system is a well-thought out phone system with many features and options. The plan pricing is very affordable and flexible depending on your business needs. However, the key to having a solid, well-performing system with 3CX is the quality of your Internet connection. You may want to discuss your Internet connection type and speeds with a 3CX reseller before deciding on a 3CX system.

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Anonymous | TrustRadius Reviewer
Verified User
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Helpshift

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

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Anonymous | TrustRadius Reviewer
Verified User
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Feature Rating Comparison

Incident and problem management

3CX
—
Helpshift
9.7
Organize and prioritize service tickets
3CX
—
Helpshift
9.4
Expert directory
3CX
—
Helpshift
8.8
Subscription-based notifications
3CX
—
Helpshift
10.0
ITSM collaboration and documentation
3CX
—
Helpshift
10.0
Ticket creation and submission
3CX
—
Helpshift
10.0
Ticket response
3CX
—
Helpshift
10.0

Self Help Community

3CX
—
Helpshift
8.9
External knowledge base
3CX
—
Helpshift
8.8
Internal knowledge base
3CX
—
Helpshift
9.0

Multi-Channel Help

3CX
—
Helpshift
9.8
Customer portal
3CX
—
Helpshift
10.0
Email support
3CX
—
Helpshift
9.4
Help Desk CRM integration
3CX
—
Helpshift
10.0

Pros

3CX

  • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
  • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
  • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.

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Anonymous | TrustRadius Reviewer
Verified User
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Helpshift

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.

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Angel Brockbank | TrustRadius Reviewer
Angel Brockbank
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Cons

3CX

  • It can include outgoing fax functionality
  • Voice quality appears to suffer greatly with weak Internet signal
  • Setting up conference calls could be made simpler
  • Can include texting capability

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Anonymous | TrustRadius Reviewer
Verified User
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Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.

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Anonymous | TrustRadius Reviewer
Verified User
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Usability

3CX

3CX 8.0
Based on 1 answer
It's been doing really good job for us. Are there better PBX systems out there? For sure there are, with more features and better support. But those are way more expensive and harder to implement and maintain. This system is almost no brainier, next -> next -> next -> finish and you have installed it. With a few more configs to hook it up to your SIP or PRI lines, you are up and running! Everything is GUI based so it's easy to navigate. It have everything you need to run serious call centre so I would recommend it for anyone unless you are Fortune 500 company with billions of budget for IT, then spend the big money and go with Cisco PBX.

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Anonymous | TrustRadius Reviewer
Verified User
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Helpshift

Helpshift 9.0
Based on 1 answer
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

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Angel Brockbank | TrustRadius Reviewer
Angel Brockbank
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Support Rating

3CX

3CX 5.7
Based on 5 answers
The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.

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Laura Steinbrink | TrustRadius Reviewer
Laura Steinbrink
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Helpshift

Helpshift 9.4
Based on 2 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives Considered

3CX

We didn't want Cisco Call Manager anymore. We used a very old version previously, but nonetheless it didn't have a very good name in the company. PureCloud was too call center focused so in the end, we like 3CX best. A small pilot was configured very fast, and after we went full production, there were no big issues.

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Anonymous | TrustRadius Reviewer
Verified User
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Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.

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Anonymous | TrustRadius Reviewer
Verified User
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Return on Investment

3CX

  • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
  • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.

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Artur Bittencourt | TrustRadius Reviewer
Artur Bittencourt
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Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.

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Anonymous | TrustRadius Reviewer
Verified User
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Screenshots

Helpshift

—

Pricing Details

3CX

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

3CX Editions & Modules

Edition
StandardFree
Pro1.082
Enterprise1.312
  1. per user/per month
Additional Pricing Details
Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

Helpshift

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Helpshift Editions & Modules

—
Additional Pricing Details
—

Rating Summary

Likelihood to Recommend

3CX
8.7
Helpshift
9.0

Usability

3CX
8.0
Helpshift
9.0

Support Rating

3CX
5.7
Helpshift
9.4

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