Why Select Crisp? Live Chat Program

In this article I’ll cover our Experience with Crisp, the reason we switched, and the way you can make the perfect decision for your company and startup too. You may know how to compare live talks and that metrics could be important for you too. Live Chat Program

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How was that selection made?

Taking a Look at the market leaders With live chat feature out there, we found Crisp through Producthunt. After we have created a Spreadsheet with multiple live chat vendors, we identified that the core feature and metrics we were looking for.

 

What did we use previously?

We have Used multiple other live chat before, which shifted their focus from a live chat to a”all in one company suite”. Their live chat still functions, but metrics that 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 weeks those metrics vanished and were replaced by other metrics. We have got a leaderboard for our team members, which we didn’t use because we are looking for quality support rather than quantity as well as the pricing seems to outperform the advantage. So our decision was clear at that moment: we had to move on.

 

Chat log

We found 14 days history, 30 days History and unlimited history (for higher plans this is common), also here the cost scaling was interesting. All live talks we attempted had that attribute, a few at higher price tags, others together with a poorly implemented search feature, therefore the history was not available. Together 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 search works astoundingly well.

How many contacts do we need?

We attempted to answer that Question with another question”how many clients will chat with us” – and that was incorrect – we made that mistake once. We can not limit on the contacts we make because we actually want to earn contact with them all. Endless contacts was what we were searching for (in a reasonable price label ). What we discovered were chats with 100 active contacts for $0/month which was quite pleasant, we scaled that up a bit to 1,000 active contacts and the price tag switched from $0/m to ~$125/m or even more (~$500/m). We have had that experience of cost scaling for most of the solutions. As we did exactly the Exact Same contact metric test for Crisp we saw something different:

So at Crisp, you don’t scale by use – which is enormous! They believe the same way we do in Storyblok, we don’t wish to limit the consumer to the use of the system (eg. Content entrances or entries ), we want to scale because their staff scales. So at Crisp you choose a plan and you can scale the amounts from 10 to 10.000 contacts (or much more ) with exactly the same price tag.

 

Trigger events / messages

Automated triggers are used to Send a particular message on predefined events, eg. “a guest is on the same site for more than 30 seconds”. Those triggers are a good method to help your audience with queries they may have. We use it on our pricing page because from time to time there are open questions about our pricing, maybe something isn’t covered in the FAQ section. This part is available in most solutions we analyzed and mainly available in the first paid plan.

 

Possibility to send campaign emails

From Time to Time we send mails Using our live chat. We think that it’s a good way to retarget our audience because we ought to be able to send relevant content according to some metrics those live chats provide. To be honest, we’re not sending many emails, because we also hate spam on the side. Therefore we want to send certain mails to specific target groups and again: we really enjoy the implementation in the Crisp customer. It is simple and fulfilled our needs at a reasonable price tag.

 

Amount of brokers

The broker seats is rather Intriguing, it is something you can control. You could choose one accounts for the entire team (which is cheap with most options ), or you might go for a single chair for each team member. Since we like to get this personal approach to our customers the notion of using one account for the whole team was dropped instantly. We have started to compare the very first paid program contrary to the majority of the high tier plans to see the way the cost scales . The highest costs we found were approximately ~$155/m per chair where the range was somewhere from $15/m to this. We had a look at Crisp again and saw that their highest bundle has unlimited agents seats included. Also, their free strategy allowed 2 agents, which was excellent for testing. Live Chat Program

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Software Compatibility

Everybody enjoys integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats provide integrations into the main stations. We do not actually use integrations that much, but the one we use the most is using Slack. Slack is the principal communication tool in our company, we use it on a daily basis and added the majority of our resources – so we focused on how they work and perform together with Slack. We tested some of these and many are actually working very well. We found one which 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 don’t know if they changed it since we left six months ago. With Crisp the integration worked instantly, notifications arrived immediately and the whole set-up was completed in a couple of minutes.

 

Control the client via JavaScript

We’re using the chat not Only on the site but also in our application itself. Clients may want to report an issue or merely have a fast question about something, therefore the lead integration, and a possibility to initialize and hide/show the customer with JavaScript was a must-have. It had been possible with most live chats we have tried, the documentation of Crisp about their JavaScript SDK is clear and well recorded so we got that running in less than 30 minutes.

 

What is Crisp?

“Crisp is the simplest way To communicate with your customers. From sales to client service, Crisp is designed to keep your workflow simple. From live chat to email, Crisp provides a single station to reply to your users employing a simple team inbox where you can handle all of your user queries.”

From our experience, Crisp really Ships with the focus on that chat experience for the customers. That is exactly what we were searching for since we evaluated other solutions.

 

Pricing

This one is tricky. If you read The past few things you noticed that we contrasted the lower tier plans and feature together with the highest tier plans, some are cheap at the beginning and become costly as you use them. After using Crisp for six months today, and changed from a competitor because of that expensive”end” and those attribute we didn’t need but would have to pay for. We’re pleased to state that we believe we got the very best fit for us, maybe it will fit as nicely for you. We saw the list of 8 aspects above is all you need to locate your best fit.

Conclusion

We made contact with incredible Fantastic people (thank You!) And companies all around the globe. We might have had the same experience with other live chats as well, but the price tag combined with the feature set Crisp does offer, we’d and already do recommend it to all customers who are looking for a live chat themselves. We have updated to the Crisp unlimited plan a while ago, and are thankful we made that choice. In case you have a question or wish to inform us about your adventure using Crisp and other live discussions, don’t hesitate to drop us a comment below or send a tweet or chat with us with Crisp! Live Chat Program

 

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