Tim M.
If I could give 0 stars I would
If I could give 0 stars I would. Paid their extremely high yearly fee for 5 years now, and this past 4 days my chat has completely stopped working. Can't send or receive any messages at all. I tried to contact them and they gave me "tech support" like logging in and out of web app and then disappeared for the entire weekend as if this is not an important issue to fix, meanwhile my help chat is completely broken. They finally got back to me 4 days later and are telling me that the reason it doesn't work is because they "notified all their customers many times" about everyone needing to update their widget code. I have searched my inbox and have not received any such notification this year. Tons of marketing communications, some "scheduled downtime" notifications, but nothing like what they are describing. The chat being broken, not addressing it for 4 days, then gaslighting their customer after the fact is absolutely insane.
Response from HelpCrunchJul 14, 2025
Dear Tim, we’re truly sorry that your experience with HelpCrunch felt this frustrating. We fully understand how critical reliable live chat support is to your business, and we sincerely apologize for the disruption and the delay in resolving your issue. Your feedback highlights several areas where we clearly fell short - both in our communication around the widget update and in how we handled your support request over that weekend. Regarding the widget update, we did attempt to notify all customers via several email campaigns and dashboard alerts. It's good practice to update third-party code in your web and mobile apps at least every 6 months to ensure reliability and remove outdated or deprecated components.