HelpCrunch

Agent Scheduling

HelpCrunch’s Agent Scheduling feature allows supervisors to plan and assign shifts for support staff, ensuring continuous coverage across different time zones and peak hours. This tool helps optimize resource allocation, balance workloads, and maintain consistent customer service, preventing agent burnout and improving overall team productivity and responsiveness.

Alerts (Escalation)

HelpCrunch uses Alerts (Escalation) to automatically notify senior agents or managers when tickets remain unresolved beyond predefined thresholds. This escalation mechanism ensures urgent issues receive timely attention, helping maintain SLA compliance and reduce customer dissatisfaction by prioritizing critical cases and improving overall support efficiency.

Call Me Option

HelpCrunch’s Call Me Option enables customers to request a callback from support agents by submitting their phone details. This feature reduces hold times and enhances customer convenience by scheduling calls at suitable times. It allows agents to manage call queues efficiently while providing personalized, direct voice assistance.

Co-Browsing

HelpCrunch offers Co-Browsing to let agents view and interact with customers’ web pages in real time, with consent. This collaborative tool helps troubleshoot issues faster by allowing agents to guide users through complex processes or configurations directly, improving support accuracy and customer satisfaction.

Incident Management

HelpCrunch supports Incident Management by helping teams log, track, and resolve technical issues or service disruptions. Grouping related tickets under single incidents improves coordination and communication. This process accelerates resolution, reduces downtime, and provides transparency to customers during service interruptions.

Knowledge Base

HelpCrunch features a Knowledge Base that empowers customers and agents with easy access to FAQs, tutorials, and troubleshooting guides. This self-service tool reduces ticket volume by enabling users to find solutions independently and assists agents in delivering consistent, accurate information quickly during support interactions.

Knowledge Database

HelpCrunch’s Knowledge Database serves as a comprehensive repository of support articles and documentation. It enhances internal efficiency by providing agents with easy access to relevant information, ensuring accurate responses. The database is regularly updated to keep information current, supporting effective customer service.

Known Issue Management

HelpCrunch’s Known Issue Management tracks recurring problems and consolidates related tickets, allowing proactive communication with affected customers. This approach reduces duplicate tickets, improves transparency, and accelerates resolution efforts by focusing on underlying causes and providing timely updates during issue resolution.

Live Chat

HelpCrunch’s Live Chat feature offers real-time messaging between customers and agents, facilitating immediate support. Equipped with typing indicators, chat history, and file sharing, it ensures seamless, personalized communication. Live Chat boosts engagement and satisfaction by providing timely assistance directly within the website or app.

Macros (Templated Responses)

HelpCrunch uses Macros (Templated Responses) to allow agents to quickly respond to common queries with pre-written messages. These templates save time, maintain consistency, and can be personalized to keep conversations humanized, enabling efficient handling of repetitive support tasks during high-volume periods.

Multi-Channel Communication

HelpCrunch integrates Multi-Channel Communication, unifying support across email, chat, social media, and messaging apps within a single dashboard. This consolidation helps agents manage conversations seamlessly, maintain context, and deliver consistent experiences regardless of the customer’s preferred channel.

Offline Form

HelpCrunch’s Offline Form captures customer inquiries when live support is unavailable. Visitors submit their questions, which are automatically converted into tickets for follow-up. This ensures 24/7 engagement, preventing missed requests and maintaining service continuity even outside business hours.

Persistent Chat

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Shortcut Messages

HelpCrunch includes Shortcut Messages, allowing agents to insert frequently used responses quickly during live chats. This feature enhances response speed and consistency, especially during busy periods, while still enabling personalization to maintain friendly and effective communication with customers.

Surveys & Feedback

HelpCrunch collects Surveys & Feedback after support interactions to evaluate customer satisfaction and gather actionable insights. This data helps improve service quality, identify training needs, and refine support processes, driving continuous enhancements and fostering stronger customer relationships.

Ticket Management

HelpCrunch’s Ticket Management system consolidates and tracks customer inquiries through their lifecycle. It supports prioritization, assignment, status updates, and automation, enabling organized workflows and accountability. This system ensures timely, effective resolution while providing visibility into support operations for managers and customers alike.

Transfers

HelpCrunch supports Transfers by allowing agents to seamlessly pass tickets or live chats to other team members or departments. This ensures customers are connected to the most appropriate resource, preventing delays and improving problem resolution by leveraging specialized expertise.

Visitor Targeting

HelpCrunch uses Visitor Targeting to identify and segment website visitors based on behavior, location, or referral source. This allows proactive, personalized chat invitations or tailored messaging to engage users at optimal moments, increasing conversions and improving customer experience through relevant, timely support.