Help Scout vs. HelpCrunch

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help Scout
Score 9.6 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
HelpCrunch
Score 8.3 out of 10
N/A
All-in-one software for better customer communication HelpCrunch toolset includes: Live chat Email marketing automation Simple Helpdesk It's a perfect solution for customer support, sales & marketing teams at SaaS, E-commerce, and any other online businesses. Acquire, convert more leads, and support your customers better.
$12
per month
Pricing
Help ScoutHelpCrunch
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Basic - Live chat
$12.00
per month
Premium - Live chat
$21.00
per month
Basic - Live chat+Emails
$25.00
per month
Premium - Live chat+Emails
$43.00
per month
Offerings
Pricing Offerings
Help ScoutHelpCrunch
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsUnlike most competitors, HelpCrunch's pricing is agent-based (not contacts-based) which gives you a full transparency of your chosen pricing plan and straightforward billing. Free 14-day trial is available to take the solution for a test drive. We're pretty flexible in terms of pricing. If you need a custom pricing plan - just message us via our website chat and we'll come up with a suitable pricing for your needs.
More Pricing Information
Features
Help ScoutHelpCrunch
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
9.8
18 Ratings
21% above category average
HelpCrunch
-
Ratings
Organize and prioritize service tickets9.018 Ratings00 Ratings
Subscription-based notifications10.010 Ratings00 Ratings
Ticket creation and submission10.017 Ratings00 Ratings
Ticket response10.018 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
16 Ratings
9% above category average
HelpCrunch
-
Ratings
External knowledge base9.015 Ratings00 Ratings
Internal knowledge base8.014 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help Scout
7.8
18 Ratings
2% above category average
HelpCrunch
-
Ratings
Email support9.018 Ratings00 Ratings
Help Desk CRM integration6.510 Ratings00 Ratings
Best Alternatives
Help ScoutHelpCrunch
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutHelpCrunch
Likelihood to Recommend
10.0
(18 ratings)
8.0
(4 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Help ScoutHelpCrunch
Likelihood to Recommend
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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HelpCrunch
Pros: - It is very easy to deploy out of the box. - Has good integration with most large scale platform and Operating Systems. Cons: - Because it is SaaS based, the used cases are very specific.
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Pros
Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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HelpCrunch
  • Fastest time to market - set up the application fast and easy.
  • The tags, filters, automated messaging and pop-ups are the best way to keep the potential customers engaged and achieve higher productivity.
  • Coolest dashboard where I can find all tabs, data, analytics, and insights to make better decisions and provide ultimate customer experience.
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Cons
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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HelpCrunch
  • Not found any so far
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Likelihood to Renew
Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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HelpCrunch
No answers on this topic
Usability
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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HelpCrunch
No answers on this topic
Support Rating
Help Scout
No answers on this topic
HelpCrunch
Always available, very knowledgeable, faster resolution.
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Alternatives Considered
Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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HelpCrunch
HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
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Return on Investment
Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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HelpCrunch
  • Great price point.
  • Effective self service platform.
  • Good alerting solution.
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ScreenShots

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.

HelpCrunch Screenshots

Screenshot of HelpCrunch - Main chat dashboardScreenshot of HelpCrunch - auto messagesScreenshot of HelpCrunch - setting up trigger rules for new auto message