What users are saying about
50 Ratings
7 Ratings
50 Ratings
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Score 7.6 out of 100
7 Ratings
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Score 8 out of 100

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

    Likelihood to Recommend

    6.4

    3CX

    64%
    12 Ratings
    9.1

    Helpshift

    91%
    4 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    9.0

    Helpshift

    90%
    1 Rating

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    9.1

    Helpshift

    91%
    4 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Angel Brockbank | TrustRadius Reviewer

    Cons

    3CX

    • 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.
    Daniel Merkl | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    3CX

    General

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

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. 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
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $150 per month issue

    Helpshift Editions & Modules

    Edition
    Starter$150.001
    EnterprisePlease contact Helpshift1
    GrowthPlease contact Helpshift1
    1. 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

    3CX

    No score
    No answers yet
    No answers on this topic

    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.
    Angel Brockbank | TrustRadius Reviewer

    Support Rating

    3CX

    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.
    Laura Steinbrink | TrustRadius Reviewer

    Helpshift

    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.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    3CX

    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
    Anonymous | TrustRadius Reviewer

    Helpshift

    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.
    Amanda de Carli | TrustRadius Reviewer

    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.
    Artur Bittencourt | TrustRadius Reviewer

    Helpshift

    • 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.
    Anonymous | TrustRadius Reviewer

    Screenshots

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