About
Everything about HelpDen is plain and simple, and that's the point. When your customers can reach your support via email, it’s all right, but when they can reach you even easier it’s super effective.Firstly, you integrate HelpDen to your website, by adding a few lines of JavaScript code to your HTML, or by using some of many available add-ons for CMS. This will add “Online Status Indicator” button, in the form of “bulb” (or “bubble” can be set in preferences), on side of your page.
Secondly, you must set-up at least one agent account. And finally, when some of the agents is online, the bulb will glow, and customer can chit-chat with support staff, by clicking on the “Live Support Chat!” button (official bulb name). In case non of the agents is online, there will be a contact form waiting to be filled and send. It’s as easy as it sounds.
Control, Look and Feel
It’s Chat, agent type and the person on the other side type back, but when we look closely, there are a few advanced tools, that can make agents work easier. There are two user roles on HelpDen, Admin and Agent. Admins can manage the system functions, like predefined Open chat message, branding of Chat or Contact form trough Form Designer. Agents mostly waiting for someone to hit the “Live Support Chat!” and start the conversation, they also can manage Standard Responses (Canned messages with preset title and text) and File Sharing tool (where files can be uploaded and linked in Chat messages).All Chats are archived to be read in the future, and when customer gives you his email and permission, the HelpDen will create a record in Sales Leads - database of customers who have consented for their email address to be stored and the archived conversation record, that holds a text backup of past support chats.The last tool, you can access is Statistics, where are stored all the cool numbers, analytics dream off.
Features
You can see exactly where your chat requests are coming from, also see where current open chats are located. Plus you can view a history of all past chat requests!
You can design your contact form. The easy-to-use HelpDen Form Designer ensures your get the customer information tailored to your business needs.
Addons:
Mailchimp Add-on allows Export your HelpDen leads directly to your MailChimp account. It's easy to add your leads to mail-lists within Mailchimp!
You can pin your FreshBooks invoices directly to your active customer chats. FreshBooks allows you to update invoices on the fly and HelpDen lets you get those invoices to your customer in real time.
Install HelpDen Live Chat on WordPress with just a few simple clicks. You can select the location of the Status Indicator (bulb) right from WordPress admin area.
Install HelpDen Live Chat on Drupal with this simple plugin. You can select the location of the Status Indicator (bulb) right from Drupal admin area.
Install HelpDen Live Chat on Drupal with this simple plugin. You can select the location of the Status Indicator (bulb) right from Drupal admin area.
Prism is an application that lets users split web applications out of their browser and run them directly on their desktop. Some web apps are so important that you may want them running all the time.
Pricing
HelpDen has tree pricing plans, but only top one - Premium is considered as “best value”, by the way it’s the only plan with branding option.
- Free - It’s like weird instant messaging application where 1 Agent can log in and chat, but with basic features such as Lead generation, so kind of unusable.
- Starter - This is basic program that costs $10/month + $20 Set up Fee, is intended up to 3 Agents and offers all from Free plus Online Support, not the best choice either.
- Premium - Finally for $20/month there is the Premium program for unlimited Agents with everything, Subdomain, 256-bit Security, Lead generation, Brandable , Statistics, Time-Tracking in Freshbook, Geo-Tracking and Form Designer.
Like most of Cloud solutions, HelpDen offers 14 Day Trial of Premium program, so once again there is possibility to try what you are buying.
Summary
If your business doesn't need Ticketing management and all that fuzz about it. Or when you prefer to be in “live” contact with your customers. Try HelpDen and be ready to have your Support staff ready and online, because whats the point of the Chat, when there is nobody on the other side (and when inbox full of emails from contact forms).
What we liked:
- Geo tracking - See where are they from.
- Add-ons for many CMSs - Even easy to integrate on Joomla, WordPress and Drupal
- Monthly fee for unlimited agents - Can be easily calculated.
What we didn't like:
- Only premium program has all the cool features
- Only two (bulb and bubble) default Online Status indicators (you can add your own in Premium)
- There are no folders possibilities in Shared Files section