What users are saying about
8 Ratings
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Score 8.3 out of 100
13 Ratings
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Score 5 out of 100

Attribute Ratings

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

Likelihood to Recommend

8.0

HelpCrunch

80%
4 Ratings
6.7

Microsoft Parature (Discontinued)

67%
10 Ratings

Likelihood to Renew

HelpCrunch

N/A
0 Ratings
6.1

Microsoft Parature (Discontinued)

61%
10 Ratings

Usability

HelpCrunch

N/A
0 Ratings
2.0

Microsoft Parature (Discontinued)

20%
2 Ratings

Availability

HelpCrunch

N/A
0 Ratings
7.5

Microsoft Parature (Discontinued)

75%
4 Ratings

Support Rating

10.0

HelpCrunch

100%
2 Ratings
1.0

Microsoft Parature (Discontinued)

10%
2 Ratings

Likelihood to Recommend

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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Microsoft

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
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Pros

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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Microsoft

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
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Cons

HelpCrunch

  • Not found any so far
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Microsoft

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
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Pricing Details

HelpCrunch

Starting Price

$12 per month

Editions & Modules

HelpCrunch editions and modules pricing
EditionModules
Basic - Live chat$12.001
Premium - Live chat$21.002
Basic - Live chat+Emails$25.003
Premium - Live chat+Emails$43.004

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional 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.

Microsoft Parature (Discontinued)

Starting Price

Editions & Modules

Microsoft Parature (Discontinued) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    HelpCrunch

    No answers on this topic

    Microsoft

    Parature has been the best option for this campus in terms of what we use it for and there is no alternative
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    Usability

    HelpCrunch

    No answers on this topic

    Microsoft

    It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
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    Reliability and Availability

    HelpCrunch

    No answers on this topic

    Microsoft

    They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
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    Support Rating

    HelpCrunch

    Always available, very knowledgeable, faster resolution.
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    Microsoft

    Nothing ever seemed to get resolved
    Read full review

    Alternatives Considered

    HelpCrunch

    HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
    Read full review

    Microsoft

    There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
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    Return on Investment

    HelpCrunch

    • Great price point.
    • Effective self service platform.
    • Good alerting solution.
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    Microsoft

    • Parature allows for better Customer Service
    • Can follow up automatically for tickets
    • Will automatically close tickets that haven't been responded to.
    • Allows customers to reopen tickets easily and not allow them to be missed.
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    Screenshots

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