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HelpCrunch Features
What are the features of HelpCrunch?
Platform
- Customization
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
Communication Channels
- Live Chat Support
Communication
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
Internal Use
- Customization
- Conversation Archiving
- Lead Development
- Knowledge Base
- Team Inbox
- Customer Profiles
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Technology Glossary Features
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HelpCrunch Categories on G2
Filter for Features
Platform
User, Role, and Access Management | Based on 28 HelpCrunch reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 95% (Based on 28 reviews) | |
Internationalization | Based on 25 HelpCrunch reviews and verified by the G2 Product R&D team. | 95% (Based on 25 reviews) | |
Performance and Reliability | Based on 30 HelpCrunch reviews and verified by the G2 Product R&D team. | 91% (Based on 30 reviews) | |
Mobile User Support | Based on 43 HelpCrunch reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 86% (Based on 43 reviews) | |
Customization | Based on 104 HelpCrunch reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 91% (Based on 104 reviews) | |
User, Role, and Access Management | Based on 49 HelpCrunch reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 90% (Based on 49 reviews) | |
Integration | Based on 39 HelpCrunch reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 90% (Based on 39 reviews) | |
Reporting | Based on 57 HelpCrunch reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 89% (Based on 57 reviews) | |
Dashboards | Based on 57 HelpCrunch reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 91% (Based on 57 reviews) | |
Custom Tracking Domain | Based on 12 HelpCrunch reviews. Ability to define a custom domain from which emails are sent. | 85% (Based on 12 reviews) | |
Multiple Domains | Able to send emails from multiple domains. 12 reviewers of HelpCrunch have provided feedback on this feature. | 88% (Based on 12 reviews) | |
Dedicated IP | See feature definition | Based on 10 HelpCrunch reviews. Ability to use a dedicated IP for deliverability. | 87% (Based on 10 reviews) |
Documentation | Availability and quality of documentation for API, code library, implementation, and set up. 13 reviewers of HelpCrunch have provided feedback on this feature. | 95% (Based on 13 reviews) | |
Sender Reputation Management | Ability for the platform to manage individual domain reputations. That way, senders with good sending practices are not penalized based on the sending practices of others. 11 reviewers of HelpCrunch have provided feedback on this feature. | 95% (Based on 11 reviews) | |
Tracking & Reporting | As reported in 11 HelpCrunch reviews. Tracks emails sent and delivery rates and compiles them into standard reports. | 94% (Based on 11 reviews) | |
Enterprise Scalability | Provides features and infrastructure to allow scaling for large organizations. 10 reviewers of HelpCrunch have provided feedback on this feature. | 92% (Based on 10 reviews) | |
Performance and Reliability | Based on 15 HelpCrunch reviews. Emails are consistently received and software performs reliably. | 94% (Based on 15 reviews) | |
Live chat | Based on 18 HelpCrunch reviews. Provide tools for live chat on one's website. | 96% (Based on 18 reviews) | |
Integrations | As reported in 17 HelpCrunch reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | 90% (Based on 17 reviews) | |
Branding | As reported in 16 HelpCrunch reviews. Has the ability to customize look and feel of chatbot to match` company branding. | 95% (Based on 16 reviews) | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. 17 reviewers of HelpCrunch have provided feedback on this feature. | 90% (Based on 17 reviews) | |
A/B testing | Allows users to test the efficacy of various responses through A/B testing. 12 reviewers of HelpCrunch have provided feedback on this feature. | 81% (Based on 12 reviews) | |
Role-based access | Based on 14 HelpCrunch reviews. Allows for varying access to chatbot and admin settings, depending on user, their role, etc. | 87% (Based on 14 reviews) | |
Collection of information | As reported in 15 HelpCrunch reviews. Can collect and store information from interlocators, such as email, phone number, etc. | 91% (Based on 15 reviews) |
Integration
Data Import & Export Tools | Based on 24 HelpCrunch reviews and verified by the G2 Product R&D team. | 90% (Based on 24 reviews) | |
Integration APIs | Based on 21 HelpCrunch reviews and verified by the G2 Product R&D team. | 92% (Based on 21 reviews) | |
Breadth of Partner Applications | Based on 15 HelpCrunch reviews and verified by the G2 Product R&D team. | 89% (Based on 15 reviews) | |
CRM Integration | Based on 17 HelpCrunch reviews and verified by the G2 Product R&D team. Integrates with CRM software, which can help provide context to your mailing lists. | 89% (Based on 17 reviews) | |
E-Commerce Integration | Based on 15 HelpCrunch reviews and verified by the G2 Product R&D team. Integrates with e-commerce platforms, which can link directly to your online store. | 88% (Based on 15 reviews) |
Email Marketing
Email and Mobile Preview | Based on 22 HelpCrunch reviews and verified by the G2 Product R&D team. Make sure subscribers see email as intended. View emulated inboxes of major email providers and mobile devices (e.g., iOS, Android) to resolve rendering issues. | 89% (Based on 22 reviews) | |
Manage Email Lists | Based on 22 HelpCrunch reviews and verified by the G2 Product R&D team. List management tools include importing and maintaining subscriber data. Manage list segmentation, profile attribute management, and delivery status. Subscribers self-manage preferences. | 93% (Based on 22 reviews) | |
High-Volume Sending | Based on 17 HelpCrunch reviews and verified by the G2 Product R&D team. Ability to send thousands of unique, personalized emails per second. | 90% (Based on 17 reviews) | |
Building and Personalizing Emails | Based on 24 HelpCrunch reviews and verified by the G2 Product R&D team. | 92% (Based on 24 reviews) | |
Sending Outbound Emails | Based on 22 HelpCrunch reviews and verified by the G2 Product R&D team. | 92% (Based on 22 reviews) | |
Manage Email Deliverability | Based on 19 HelpCrunch reviews. | 92% (Based on 19 reviews) | |
Automated Email Responses | Based on 25 HelpCrunch reviews and verified by the G2 Product R&D team. | 94% (Based on 25 reviews) | |
Multi-user Account | Based on 18 HelpCrunch reviews and verified by the G2 Product R&D team. Enables multiple users to login to the same account to maintain a single account for your entire marketing team. | 92% (Based on 18 reviews) | |
Surveys | Based on 12 HelpCrunch reviews and verified by the G2 Product R&D team. Ability to send secure and personalized survey invites to your contact list. | 92% (Based on 12 reviews) |
Reporting & Analytics
A/B Testing | Based on 12 HelpCrunch reviews and verified by the G2 Product R&D team. Run A/B tests on subject lines, areas of content (both images and text), from names, or send dates. | 86% (Based on 12 reviews) | |
Basic Reporting | Based on 19 HelpCrunch reviews and verified by the G2 Product R&D team. | 92% (Based on 19 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 62 HelpCrunch reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 91% (Based on 62 reviews) | |
Ticket Response User Experience | Based on 63 HelpCrunch reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 91% (Based on 63 reviews) | |
Workflow | Based on 65 HelpCrunch reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 89% (Based on 65 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 35 HelpCrunch reviews. | 94% (Based on 35 reviews) | |
Attachments/Screencasts | Based on 60 HelpCrunch reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 91% (Based on 60 reviews) | |
Ticket Collaboration | Based on 57 HelpCrunch reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 92% (Based on 57 reviews) | |
Customer/Contact Database | Based on 42 HelpCrunch reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 92% (Based on 42 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 32 reviewers of HelpCrunch have provided feedback on this feature. | 87% (Based on 32 reviews) | |
Email to Case | Based on 62 HelpCrunch reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 92% (Based on 62 reviews) | |
Live Chat Support | Based on 74 HelpCrunch reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 95% (Based on 74 reviews) | |
Social Media Integration | Based on 48 HelpCrunch reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 90% (Based on 48 reviews) |
Administration
Template Creation | As reported in 15 HelpCrunch reviews. Process for administrator to create personalized email templates from scratch or incorporate and leverage existing templates. | 94% (Based on 15 reviews) | |
Preset Template Availability | As reported in 14 HelpCrunch reviews. Quantity and quality of preset email templates for administrators to construct their own emails. | 96% (Based on 14 reviews) | |
Custom Unsubscribe | Based on 13 HelpCrunch reviews. Able to customize the unsubscribe templates, handler, and tracking. | 95% (Based on 13 reviews) | |
Email Segmentation | See feature definition | Able to segment transactional emails based on their purpose. This feature was mentioned in 13 HelpCrunch reviews. | 95% (Based on 13 reviews) |
Detailed Server Logs | Detailed logs for tracking and debugging mail server activity. This feature was mentioned in 11 HelpCrunch reviews. | 95% (Based on 11 reviews) | |
Notifications | Alerts administrator whenever a pre-set event occurs. This feature was mentioned in 15 HelpCrunch reviews. | 96% (Based on 15 reviews) |
Integrations
Webhooks | See feature definition | As reported in 10 HelpCrunch reviews. Integrates webhooks into emails to signal email status (i.e. sent, bounced, opened, etc.) | 98% (Based on 10 reviews) |
Event Tracking API | API used to track the status of emails. 11 reviewers of HelpCrunch have provided feedback on this feature. | 97% (Based on 11 reviews) | |
Mail Send API | API used to send emails (e.g. Web API, SMTP API) This feature was mentioned in 10 HelpCrunch reviews. | 97% (Based on 10 reviews) | |
Spam Filter Testing | Testing to ensure emails do not go to recipient's spam folder. 12 reviewers of HelpCrunch have provided feedback on this feature. | 86% (Based on 12 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Based on 101 HelpCrunch reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 96% (Based on 101 reviews) | |
Notifications | Based on 104 HelpCrunch reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 94% (Based on 104 reviews) | |
Targeted Emails | Based on 84 HelpCrunch reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 91% (Based on 84 reviews) | |
In-App Messaging | Based on 87 HelpCrunch reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 95% (Based on 87 reviews) | |
Co-Browsing | As reported in 20 HelpCrunch reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 78% (Based on 20 reviews) |
Internal Use
Customization | Based on 104 HelpCrunch reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 91% (Based on 104 reviews) | |
Conversation Archiving | Based on 90 HelpCrunch reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 93% (Based on 90 reviews) | |
Lead Development | Based on 81 HelpCrunch reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 92% (Based on 81 reviews) | |
Knowledge Base | Based on 80 HelpCrunch reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 91% (Based on 80 reviews) | |
Team Inbox | Based on 78 HelpCrunch reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 92% (Based on 78 reviews) | |
Customer Profiles | Based on 84 HelpCrunch reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 91% (Based on 84 reviews) |
Channels
Multi-Channel Coverage | Software incorporates multiple digital communications channels. | Not enough data | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. | Not enough data | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | Not enough data |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | Outbound communications are segmented and personalized. | Not enough data | |
Inbound Identification | Inbound contacts are identified and handled based on history. | Not enough data | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | Not enough data |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. | Not enough data | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. | Not enough data | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. | Not enough data | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. | Not enough data | |
Templates | Allows users to create canned answers or templates for email responses. | Not enough data | |
Integrations | Integrates without outside software to provide additional functionality or pull information. | Not enough data | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. | Not enough data |
Analytics
Trends | Analyzes trends in email content and resolution. | Not enough data | |
Performance Tracking | Tracks performance and productivity of users inside the application. | Not enough data | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. | Not enough data |
Responses
Customization | As reported in 17 HelpCrunch reviews. Customize your chat workflows with rules and automations. | 92% (Based on 17 reviews) | |
Control | Control who the chatbot converses with (and when). This feature was mentioned in 19 HelpCrunch reviews. | 90% (Based on 19 reviews) | |
Route To Human | As reported in 18 HelpCrunch reviews. Has the ability to connect interlocator with a human agent when the need arises. | 88% (Based on 18 reviews) | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. This feature was mentioned in 17 HelpCrunch reviews. | 88% (Based on 17 reviews) | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. 14 reviewers of HelpCrunch have provided feedback on this feature. | 90% (Based on 14 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
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