Why choose Crisp? Best Live Chat Customer Support Software
In this article I’ll cover our Experience with Crisp, the reason we changed, and the way it is possible to make the right choice for your business and startup too. You may understand how to compare live chats and which metrics could be important for you also. Best Live Chat Customer Support Software
How was that choice made?
Taking a Look at the market leaders With live chat feature on the market, we found Crisp via Producthunt. After we have made a Spreadsheet with multiple live chat sellers, we identified that the core feature and metrics we were looking for.
What did we use before?
We’ve Used several other live chat earlier, which somehow shifted their focus from a live conversation to a”all in one company suite”. Their live chat still functions, but metrics that are important for us were removed. We’ve used those metrics for our yearly reports, and client overviews, growth rates and much more. After we had been in for four months those metrics disappeared and were replaced with other metrics. We have got a leaderboard for our staff members, which we didn’t use because we are searching for quality service rather than quantity and the pricing appears to outperform the advantage. Our decision was clear at the moment: we needed to proceed.
We found 14 times background, 30 days History and unlimited history (for greater plans this is common), also here the cost scaling was interesting. All live talks we tried had that attribute, a few at higher price tags, others together with a badly executed search feature, and so the background was not accessible. With Crisp, the unlimited history is currently available with their original paid plan, and it not only ships with a reasonable price tag, also their hunt works exceptionally well.
How many connections do we need?
We tried to answer that Question with another question”how many clients will talk with us?” – and that was wrong – we made that mistake once. We can not limit on the contacts we create because we actually want to make contact with all of them. Unlimited contacts was what we were searching for (at an affordable price tag). What we discovered were chats with 100 active contacts for $0/month that was quite nice, we scaled up that a little to 1,000 active contacts along with the price tag shifted from $0/m to ~$125/m or even more (~$500/m). We have had that experience of price scaling for most of the solutions. As we did the same contact metric evaluation for Crisp we watched something different:
So at Crisp, you don’t scale by use – that is enormous! They think the identical way we do in Storyblok, we don’t wish to limit the user to the use of this machine (eg. Content entrances or entries ), we want to scale because their staff scales. So at Crisp you select a plan and you can scale the numbers from 10 to 10.000 contacts (or much more ) with exactly the same price tag.
Trigger events / communications
Automated triggers are used to Send a particular message on predefined events, eg. “a guest is on the same website for more than 30 seconds”. Those causes are a fantastic way to help your audience with questions they may have. We use it on our pricing page since from time to time there are open questions about our pricing, possibly something isn’t covered in the FAQ section. This component is available in most options we tested and mainly available in the first paid program.
Possibility to send campaign emails
From time to time we send mails Using our live chat. We think it’s a fantastic way to retarget our viewers because we should be able to send relevant content according to some metrics those live talks offer. To be honest, we are not sending many emails, because we hate spam on the side. So we like to send specific mails to particular target groups and again: we really like the execution in the Crisp customer. It is straightforward and fulfilled our needs at a sensible price tag.
Amount of brokers
The agent seats is kinda Interesting, it’s something you can control. You could choose 1 account for the whole group (which is cheap with most options ), or you might go for a single chair for each team member. Since we want to have that personal approach to our clients the notion of using one account for the whole group was dropped immediately. We have begun to compare the very first paid plan against the majority of the high tier plans to see how the price scales . The highest prices we found were approximately ~$155/m per seat where the range was somewhere from $15/m to this. We had a peek at Crisp again and found their highest package has unlimited agents chairs included. Also, their free plan allowed 2 agents, which was great for analyzing. Best Live Chat Customer Support Software
Everybody enjoys integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations to the key channels. We don’t actually utilize integrations that much, but the one we use the most is using Slack. Slack is the principal communication tool in our business, we utilize it on a daily basis and included most of our resources – so we concentrated on how they work and function together with Slack. We analyzed some of them and most are actually working very well. We found one that has enormous delays when messaging from and to Slack that was a no-go for all of us. We reported that issue to them, but we do not know whether they changed it since we left six months ago. Together with Crisp the integration worked immediately, notifications arrived immediately and the entire set-up was completed in a couple of minutes.
“Crisp is the simplest way To communicate with your clients. From sales to customer service, Crisp is made to maintain your workflow easy. From live chat to email, Crisp offers one station to answer to your users employing a very simple team inbox where you are able to manage all of your user inquiries.”
From our experience, Crisp really Ships with the attention on that chat experience for the customers. Which is exactly what we were looking for as we evaluated other alternatives.
This one is tricky. If you read The past few things you noticed that we compared the lower grade programs and feature together with the maximum tier plans, some are cheap at the beginning and become expensive as you use them. After using Crisp for six months now, and switched from a competitor because of that expensive”end” and those attribute we did not need but would have to pay for. We are pleased to state we believe we have the very best fit for us, perhaps it will fit as nicely for you. We found the list of 8 aspects above is all you want to locate your best match.
We made contact with incredible great people (thank You!) And companies all over the globe. We could have had exactly the same experience with other live chats too, but the price combined with the feature set Crisp does provide, we would and already do recommend it to all clients who are looking for a live chat themselves. We have updated to the Crisp endless plan a while ago, and are thankful that we made that choice. In case you have a question or want to inform us about your adventure using Crisp and other live discussions, feel free to drop us a comment below or send a tweet or chat with us using Crisp! Best Live Chat Customer Support Software