What users are saying about
45 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 45 reviews and ratings
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 8 reviews and ratings
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
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
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
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.
Acting Project Manager
Goto.com.pkConsumer Goods, 501-1000 employees
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.

Verified User
Engineer in Information Technology
Financial Services Company, 10,001+ employeesPros
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
Cofounder / Marketing, Growth, Technology, Experience
VestuáRetail, 11-50 employees
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.
Founder
Thriller LifeEvents Services, 1-10 employees
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.
Community Manager
eCommerceFuelInternet, 1-10 employees
HelpCrunch
- Not found any so far
Owner & Operator
Time AssistantOutsourcing/Offshoring, 1-10 employees
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 |
Company | Contact sales team |
- per user/per month
- 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 |
- 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.

Verified User
Director in Product Management
Computer Software Company, 11-50 employeesHelpCrunch
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 :)

Verified User
Director in Product Management
Computer Software Company, 11-50 employeesHelpCrunch
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.
Founder
Thriller LifeEvents Services, 1-10 employees
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.
Customer Experience Advocate
OpendoorReal Estate, 1001-5000 employees
HelpCrunch
HelpCrunch is more affordable than other alternatives on the market and offers better customer support.

Verified User
Executive in Sales
Information Technology and Services Company, 1-10 employeesReturn 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.
Manager, Support
GatherComputer Software, 51-200 employees
HelpCrunch
- Great price point.
- Effective self service platform.
- Good alerting solution.

Verified User
Engineer in Information Technology
Financial Services Company, 10,001+ employees