Helprace

Helprace


5 / 5
5 reviews

Who Uses This Software?

Helprace is dedicated to providing customer service solutions to small or emerging businesses who are looking for an opportunity to better engage with their customers.


Average Ratings

5 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $9.00/month/user
  • Pricing Details
    Pay for the service you need. Choose between multiple app combinations.
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Helprace
  • helprace.com/
  • Founded 2011
  • United States

About Helprace

Helprace is the easiest way to manage customer-company interaction. A help desk with an intuitive customer community and a feedback app means that Helprace is ready to use out of the box. There's no lengthy setup guides, installation manuals or IT settings to take care of.


Helprace Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Helprace Reviews Recently Reviewed!


Helprace makes our customers happy

Dec 26, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: As a software depeloper, I am happy with Helprace. I use the ticketing and community applications. I actually look forward to reading new ideas, questions, (and even issues) that are brought up by my users. It can be challenging to address everyone, but it's great that communication is transparent and visible to others who may have the same question. Another thing to note is that we moved straight from email, so the help desk was a breath of fresh air for my small support team of 4. I can see what everyone is doing, and get notified when the going gets tough and I need to intervene. With the help of internal notes, canned responses and tags, we can build a pool of great replies so that we can offer faster service later. This, coupled with the community shows our customers that we care about their business. We find that most customers will look into the community before asking a question. That way, if a customer gets their answer within a few seconds, they will feel that much more confident about the brand. Last but not least, I really like how the customer doesn't have to sign in to send a ticket or browse the community. Of course, if they'd like to join in on the conversation, they need to sign in, but social sign-in makes it super easy. I'd like the ability to integrate Helprace with Slack but I guess that's because we rely on it so much.

Pros: I really like the way Helprace seamlessly blends the help desk and the community. Some customer conversations deserve to be in the open and some need to be private. This doesn't only help deflect ticket numbers but it keeps our customers happy.

Cons: I'd like to integrate Helprace with Slack because we all use it around the office and love it.

Capterra loader

Very effective and easy to use

May 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: cost effective and easy to use. very effective in giving customers a help and support platforms and services

Cons: integration with other CSM or email services that are commonly used in the customer service industry

Overall: great customer help portal with minimum efforts

Terrible Software

Sep 16, 2018
4/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
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Pros: I love that I can view my customer information all in one place within the customers tab

Cons: I hate that I have to subscribe to different parts of the service just to have a complete software to support my customers. I cannot even get my customers to email me during the free trial let alone using it. The forums feature does not work for me, It's often slow when loading and the features suck.

Overall: I have suggested many features to the Helprace team and the response always said is " We'll to take your request into consideration" They never ask you to elaborate further like any other company would and they never thank you

Great Product

Jan 09, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: I have been in the IT world for several years. I faced trouble to maintain communication with our customer. I was trying to find out solution and finally got it! Helprace is an awesome help desk with a self-service portal in one simple app. This is the first reply and i am very much benefited to use this. Flexibility to customize the wide range of features for specific application or special reporting needs. Software support has been attentive and effective. It appears to be effective at keeping malware out. My entire customer is very happy now for getting quick services. I am very impressed with this product.

Great Experience with Helprace

Jan 11, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: Hey,

Pros

1: Agent Like Interface

2: Receive Messages from World whenever you want

3: Tear down the walls between traditional CRM, help desk and community management.

Offer customers actionable solutions at every point of contact

4: Have your answers ready when customers hit search.

Reduce support loads.

5:Fuel discussions with a feedback-based community.

keep activity on your turf!

6: Turn lonely site visits into conversations and make your company truly customer-centric.

Cons

1: Customer support needs to be fixed in more better way