What users are saying about
45 Ratings
8 Ratings
45 Ratings
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Score 8.4 out of 100
8 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    9.7

    Help Scout

    97%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Help Scout ranks higher in 4/4 features

    Organize and prioritize service tickets

    8.7
    87%
    17 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    10.0
    100%
    16 Ratings
    N/A
    0 Ratings

    Ticket response

    10.0
    100%
    17 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.5

    Help Scout

    85%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Help Scout ranks higher in 2/2 features

    External knowledge base

    9.0
    90%
    15 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.0
    80%
    14 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Help Scout

    82%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Help Scout ranks higher in 2/2 features

    Email support

    10.0
    100%
    17 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    6.5
    65%
    10 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Help Scout is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.2

    Help Scout

    92%
    17 Ratings
    8.0

    HelpCrunch

    80%
    4 Ratings

    Likelihood to Renew

    7.0

    Help Scout

    70%
    1 Rating

    HelpCrunch

    N/A
    0 Ratings

    Usability

    9.0

    Help Scout

    90%
    1 Rating

    HelpCrunch

    N/A
    0 Ratings

    Support Rating

    Help Scout

    N/A
    0 Ratings
    10.0

    HelpCrunch

    100%
    2 Ratings

    Likelihood to Recommend

    Help Scout

    Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
    Hammad Bin Idrees | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    Help Scout

    • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
    • Tagging and in general organizing tickets. It's easy and visible
    • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
    • Their support is very good and effective
    • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
    • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
    Santiago Valdés | TrustRadius Reviewer

    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.
    Shahid Khan | TrustRadius Reviewer

    Cons

    Help Scout

    • It is a bit slow sometimes, but not very often.
    • I've noticed more network errors with their server in the past year.
    • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
    Padraic Ryan | TrustRadius Reviewer

    HelpCrunch

    • Not found any so far
    Alan Smith | TrustRadius Reviewer

    Pricing Details

    Help Scout

    General

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

    Starting Price

    $0

    Help Scout Editions & Modules

    Edition
    Standard$201
    Plus$351
    CompanyContact sales team
    1. per user/per month
    2. none
    Additional Pricing Details

    HelpCrunch

    General

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

    Starting Price

    $12 per month

    HelpCrunch Editions & Modules

    Edition
    Basic - Live chat$12.001
    Premium - Live chat$21.001
    Basic - Live chat+Emails$25.001
    Premium - Live chat+Emails$43.001
    1. per month
    Additional Pricing Details
    Unlike 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.

    Likelihood to Renew

    Help Scout

    Help Scout 7.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Usability

    Help Scout

    Help Scout 9.0
    Based on 1 answer
    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 :)
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Support Rating

    Help Scout

    No score
    No answers yet
    No answers on this topic

    HelpCrunch

    HelpCrunch 10.0
    Based on 2 answers
    Always available, very knowledgeable, faster resolution.
    Shahid Khan | TrustRadius Reviewer

    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.
    Amanda Elias | TrustRadius Reviewer

    HelpCrunch

    HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
    Anonymous | TrustRadius Reviewer

    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.
    Leigh Malamphy | TrustRadius Reviewer

    HelpCrunch

    • Great price point.
    • Effective self service platform.
    • Good alerting solution.
    Anonymous | TrustRadius Reviewer

    Screenshots

    Add comparison