Why choose Crisp? Adobe Helpdesk
In this article I’ll cover our Experience with Crisp, why we changed, and the way it is possible to make the perfect decision for your company and startup as well. You will know how to compare live talks and that metrics might be significant for you also. Adobe Helpdesk
How was that decision made?
Looking at the market leaders With live chat feature out there, we also found Crisp via Producthunt. After we’ve made a Spreadsheet with multiple live chat vendors, we defined the core feature and metrics we were searching for.
What did we use before?
We have Used several other live chat before, which shifted their focus from a live conversation to a”all in 1 business suite”. Their live chat still functions, but metrics which are important for us were removed. We have used those metrics for our yearly reports, and client overviews, growth rates and much more. After we were in for four months those metrics vanished and were replaced with other metrics. We have got a leaderboard for our staff members, which we did not use because we are searching for quality support and not quantity and the pricing seems to outperform the benefit. Our decision was apparent at the moment: we needed to move on.
We found 14 days history, 30 days History and unlimited history (for greater plans that this is common), also here the price scaling was intriguing. All live chats we tried had that attribute, some at higher price tagsothers combined with a badly implemented search feature, and so the history was not available. Together with Crisp, the unlimited history is already available with their original paid plan, and it not only ships with a reasonable price tag, but also their hunt works astoundingly well.
How many connections do we want?
We tried to answer that Question with another question”how many clients will talk with us” – and that has been wrong – we made that mistake already once. We can not limit on the contacts we make because we really wish to earn contact with them all. Endless contacts was what we were looking for (in a reasonable price tag). What we found were discussions with 100 active contacts for $0/month which was quite pleasant, we scaled up that a little to 1,000 active contacts along with the price tag shifted from $0/m to ~$125/m or more (~$500/m). We’ve had that experience of cost scaling for the majority of the solutions. As we did exactly the same contact metric evaluation for Crisp we watched something different:
So at Crisp, you don’t scale by usage – which is enormous! They believe the same way we do in Storyblok, we do not want to limit the consumer to the use of the machine (eg. Content entrances or entries ), we would like to scale as their staff scales. So at Crisp you choose a program and you can scale the numbers from 10 to 10.000 contacts (or much more ) with the same price tag.
Trigger events / messages
Automated triggers are Utilized to Send a specific message on predefined events, eg. “a guest is on precisely the exact same site for more than 30 seconds”. Those causes are a good way to help your viewers with queries they may have. We use it on our pricing page because from time to time there are open questions regarding our pricing, maybe something is not covered in the FAQ section. This part is available in all options we analyzed and mainly available in the very first paid program.
Possibility to send campaign messages
From Time to Time we send emails Utilizing our live chat. We think it’s a good way to retarget our audience because we should have the ability to send relevant content based on some metrics people live chats provide. To be honest, we’re not sending many mails, because we hate spam on our side. So we want to send specific emails to specific target groups and again: we really enjoy the implementation in the Crisp customer. It is straightforward and satisfied our needs at a sensible price tag.
Amount of agents
The agent seats is rather Interesting, it is something you can control. You could choose one accounts for the entire group (which is cheap with the majority of options ), or you could go for one seat for each team member. Since we want to get this personal approach to our clients the idea of using one account for the whole group was dropped instantly. We’ve started to compare the very first paid program contrary to most of the high tier programs to see the way the price scales . The highest prices we discovered were approximately ~$155/m per seat where the range was somewhere from $15/m to this. We had a look at Crisp again and saw that their greatest bundle has unlimited agents chairs included. Also, their free strategy permitted 2 agents, which was great for analyzing. Adobe Helpdesk
Everybody enjoys integrations. Integrations into Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats provide integrations to the main stations. We don’t actually use integrations that much, but the one we use the most is with Slack. Slack is the principal communication tool in our company, we utilize it on a daily basis and included most of our tools – so we concentrated on how they operate and perform with Slack. We tested some of them and many are actually working very well. We found one which has huge delays when messaging from and to Slack which was a no-go for all of us. We reported that issue to them, but we do not know whether they changed it because we left six months ago. With Crisp the integration worked instantly, notifications came immediately and the entire set-up was completed in a few minutes.
“Crisp is the simplest way To speak with your customers. From sales to client service, Crisp is designed to maintain your workflow easy. From live chat to email, Crisp provides one channel to reply to your users employing a simple team inbox where you are able to handle all of your user inquiries.”
From our experience, Crisp actually Ships with all the attention on such chat experience for the customers. Which is exactly what we were looking for as we evaluated other solutions.
This one is tricky. If you browse The last few things you saw that we compared the lower tier programs and attribute together with the highest tier programs, some are cheap at the start and become expensive as you use them. After using Crisp for six months today, and switched from a competition because of that pricey”end” and those feature we didn’t need but might need to cover. We are glad to say we believe we got the best fit for us, perhaps it will fit as nicely for you. We saw that the listing of 8 aspects above is all you need to find your own best match.
We made contact with unbelievable great people (thank You!) And businesses all around the world. We could have had exactly the same experience with other live discussions too, but the price tag combined with the attribute set Crisp does offer, we’d and already do recommend it to all clients that are looking for a live discussion themselves. We’ve updated to the Crisp endless plan some time ago, and are thankful we made that decision. In case you’ve got a question or wish to inform us about your adventure using Crisp along with other live chats, don’t hesitate to drop us a comment below or send us a tweet or chat with us with Crisp! Adobe Helpdesk