How was that decision 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 have Used multiple other live chat earlier, which shifted their attention from a live conversation to an”all in one business suite”. Their live chat still functions, but metrics that are important for us were removed. We’ve used those metrics for our monthly reports, and client overviews, growth rates and much more. After we were in for four months those metrics disappeared and were replaced by other metrics. We have obtained a leaderboard for our team members, which we didn’t use because we’re searching for quality service and not quantity as well as the pricing appears to outperform the advantage. Our decision was apparent at the moment: we needed to move on.
We found 14 times background, 30 days History and history (for higher plans this is common), also here the cost scaling was interesting. All live talks we attempted had this attribute, some at higher price tags, others combined with a poorly implemented search feature, therefore the background was not available. Together with Crisp, the boundless history is currently available with their original paid program, and it not only ships with a fair price tag, but also their search works astoundingly well.
How many connections do we want?
We attempted to answer that Question with another question”how many customers will talk with us” – and that was incorrect – we made that mistake already once. We can not restrict on the connections we make because we really want to make contact with them all. Endless contacts was exactly what we were searching for (at an affordable price tag). What we found were discussions with 100 active contacts for $0/month which was quite nice, we climbed 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 price scaling for the majority 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 usage – that is enormous! They believe the same way we do in Storyblokwe don’t wish to restrict the consumer to the usage of the machine (eg. Content entries or entries ), we would like to scale as their staff scales. So at Crisp you choose a program and you may scale the numbers from 10 to 10.000 contacts (or much more ) with exactly the exact same price tag.
Trigger events / communications
Automated triggers are Utilized to Send a particular message on predefined events, eg. “a visitor is on the exact same website for more than 30 seconds”. Those triggers are a good way to help your viewers with queries they could have. We use it on our pricing page because from time to time there are open questions about our pricing, maybe something is not covered in the FAQ section. This component is available in all options we analyzed and largely available in the very first paid plan.
Ability to send campaign emails
From Time to Time we send mails Using our live chat. We think it’s a good way to retarget our viewers because we should have the ability to send relevant content based on some metrics those live talks provide. To be honest, we’re not sending many emails, because we hate spam on the side. So we like to send certain emails to particular target groups and : we really enjoy the execution in the Crisp customer. It’s simple and fulfilled our needs at a reasonable price tag.
Amount of brokers
Everybody loves integrations. Integrations into Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats provide integrations to the main stations. We do not really use integrations that much, but the one we use the maximum is with Slack. Slack is the principal communication tool in our company, we utilize it on a daily basis and added the majority of our tools – so we concentrated on how they operate and perform with Slack. We analyzed some of them and many are actually working quite well. We found one which has huge delays when messaging from and to Slack that was a no-go for all of us. We reported that issue to these, but we do not know if they changed it since we left six months ago. With Crisp the integration worked instantly, notifications came immediately and the whole set-up was done in a few minutes.
“Crisp is the simplest way To speak with your clients. From sales to customer support, Crisp is designed to maintain your workflow easy. From live chat to email, Crisp offers a single channel to reply to your users employing a very simple team inbox where you can manage all your user inquiries.”
From our experience, Crisp actually Ships with all the focus on such chat experience for your clients. Which is precisely what we were searching for as we evaluated other solutions.
This one is tricky. If you read The last few things you saw that we compared the lower tier plans and feature with the highest tier programs, some are cheap at the start and be expensive as you use them. After using Crisp for six months now, and changed from a competition because of that expensive”ending” and those attribute we didn’t need but would need to pay for. We are glad to state we think we have the best fit for us, maybe it will fit as well for you. We saw the listing of 8 facets above is all you need to locate your own best fit.