3CX vs Helpshift | TrustRadius

What users are saying about

Score 7.6 out of 10

Based on 50 reviews and ratings

Score 8 out of 10

Based on 7 reviews and ratings

Feature Set Ratings

Incident and problem management

3CX

Feature Set Not Supported

N/A

6.5

Helpshift

65%

Helpshift ranks higher in 6/6 features

Organize and prioritize service tickets

N/A

0 Ratings

5.7

57%

4 Ratings

Expert directory

N/A

0 Ratings

3.9

39%

4 Ratings

Subscription-based notifications

N/A

0 Ratings

6.4

64%

3 Ratings

ITSM collaboration and documentation

N/A

0 Ratings

4.6

46%

3 Ratings

Ticket creation and submission

N/A

0 Ratings

9.1

91%

3 Ratings

Ticket response

N/A

0 Ratings

9.1

91%

4 Ratings

Self Help Community

3CX

Feature Set Not Supported

N/A

5.2

Helpshift

52%

Helpshift ranks higher in 2/2 features

External knowledge base

N/A

0 Ratings

1.3

13%

4 Ratings

Internal knowledge base

N/A

0 Ratings

9.1

91%

3 Ratings

Multi-Channel Help

3CX

Feature Set Not Supported

N/A

4.6

Helpshift

46%

Helpshift ranks higher in 5/5 features

Customer portal

N/A

0 Ratings

5.5

55%

3 Ratings

IVR

N/A

0 Ratings

2.7

27%

1 Rating

Social integration

N/A

0 Ratings

7.3

73%

1 Rating

Email support

N/A

0 Ratings

3.1

31%

4 Ratings

Help Desk CRM integration

N/A

0 Ratings

4.6

46%

2 Ratings

Attribute Ratings

Helpshift is rated higher in 2 areas: Likelihood to Recommend, Support Rating

3CX

64%

12 Ratings

9.1

Helpshift

91%

4 Ratings

3CX

N/A

0 Ratings

9.0

Helpshift

90%

1 Rating

3CX

54%

4 Ratings

9.1

Helpshift

91%

4 Ratings

Pros

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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Verified User

Manager in Information Technology

Restaurants Company, 501-1000 employees

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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

Director of Customer Experience

ChatbooksInternet, 51-200 employees

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Cons

I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
You need an SBC per location, which can be a point of failure.
You also need a server that might get disconnected, which is another point of failure.

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Daniel Merkl

IT Support

Cypress HealthcareHospital & Health Care, 51-200 employees

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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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Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

View all 4 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Starting Price

3CX Editions & Modules

Edition

Standard	Free
Pro	1.08²
Enterprise	1.31²

none
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.

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$150 per month issue

Helpshift Editions & Modules

Edition

Starter	$150.00¹
Enterprise	Please contact Helpshift¹
Growth	Please contact Helpshift¹

per month Issue

Additional Pricing Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

Usability

No score

No answers yet

No answers on this topic

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

Director of Customer Experience

ChatbooksInternet, 51-200 employees

View all 1 answers on this topic

Support Rating

3CX 5.4

Based on 4 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

HS Teacher/District Tech Integration Specialist

Plato R-V School DistrictEducation Management, 51-200 employees

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Helpshift 9.1

Based on 4 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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Verified User

Manager in Social Media

Computer Games Company, 501-1000 employees

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Alternatives Considered

The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website

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Verified User

Manager in Information Technology

Arts and Crafts Company, 11-50 employees

View all 12 answers on this topic

Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.

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Amanda de Carli

Assistente de Costumer Experience

will bankBanking, 501-1000 employees

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Return on Investment

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

Information Technology Manager

Corporation of the Township of EsquimaltGovernment Administration, 51-200 employees

View all 12 answers on this topic

The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

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Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

View all 4 answers on this topic

Screenshots

See All (6) 3CX Screenshots

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3CX

Helpshift

3CX

Helpshift

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

3CX

Helpshift

External knowledge base

Internal knowledge base

3CX

Helpshift

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

3CX

Helpshift

3CX

Helpshift

3CX

Helpshift

Likelihood to Recommend

3CX

Helpshift

Pros

3CX

Helpshift

Cons

3CX

Helpshift

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

3CX Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Helpshift Editions & Modules

Edition

Additional Pricing Details

Usability

3CX

Helpshift

Support Rating

3CX

Helpshift

Alternatives Considered

3CX

Helpshift

Return on Investment

3CX

Helpshift

Screenshots

3CX

Helpshift

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