Why choose Crisp? Live Customer Chat
In this article I’ll cover our Expertise with Crisp, the reason we changed, and how you can make the right decision for your business and startup too. You will understand how to compare live chats and which metrics could be important for you too. Live Customer Chat
How was that selection made?
Looking at the market leaders With live chat feature on the market, we found Crisp via Producthunt. After we’ve created a Spreadsheet with multiple live chat vendors, we identified that the core attribute and metrics we were searching for.
What did we use previously?
We’ve Used multiple other live chat before, which somehow shifted their attention from a live conversation to an”all in one 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 customer overviews, growth rates and more. After we were in for four weeks those metrics disappeared and were replaced by other metrics. We have obtained a leaderboard for our staff members, which we didn’t use because we are looking for quality support and not quantity and the pricing seems to outperform the benefit. So our decision was apparent at the moment: we had to move on.
We found 14 days history, 30 days History and unlimited history (for greater plans that this is common), also here the cost scaling was interesting. All live talks we attempted had this feature, a few at higher price tagsothers together with a badly executed search feature, therefore the background wasn’t available. Together with Crisp, the unlimited history is currently available with their original paid program, and it not only ships with a fair price tag, but also their search works exceptionally well.
How many connections do we need?
First, we tried to answer that Question with another question”how many customers will chat with us?” – and that was incorrect – we made that mistake once. We can’t limit on the contacts we create because we really want to make contact with them all. Endless contacts was what we were searching for (in an affordable price tag). What we discovered were chats with 100 active contacts for $0/month that was quite pleasant, we scaled up that a bit to 1,000 active contacts along with the price tag switched 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 exactly the Exact Same contact metric test for Crisp we watched something different:
So at Crisp, you do not scale by usage – that is enormous! They believe the same way we do at Storyblok, we do not wish to restrict the user to the use of this system (eg. Content entrances or contacts), we want to scale because their team scales. So at Crisp you choose a program and you may scale the amounts from 10 to 10.000 contacts (or much more ) with the same price tag.
Trigger events / communications
Automated triggers are used to Send a specific message on predefined events, eg. “a guest is on the same site for more than 30 seconds”. Those triggers are a fantastic way to help your audience with questions they could have. We use it on our pricing page since from time to time there are open questions about our pricing, possibly something is not covered in the FAQ section. This component is available in all solutions we analyzed and largely available in the very first paid program.
Ability to send campaign messages
From Time to Time we send mails Utilizing our live chat. We think that it’s a fantastic way to retarget our viewers because we should have the ability to send pertinent content based on some metrics people live chats provide. In all honesty, we are not sending many mails, because we also hate spam on our side. So we want to send certain mails to specific target groups and again: we really like the implementation in the Crisp customer. It is straightforward and fulfilled our needs at a reasonable price tag.
Number of agents
The broker chairs is rather Interesting, it’s something that you can control. You could choose one account for the entire group (which can be cheap with most solutions), or you could go for one seat for each team member. Since we like to get that personal approach to our customers the notion of using one accounts for the whole group was dropped instantly. We’ve begun to compare the very first paid plan against the majority of the high tier plans to observe how the cost scales . The greatest prices we discovered were about ~$155/m per seat where the scope was somewhere from $15/m to that. We had a look at Crisp again and saw their greatest package has unlimited agents seats included. Additionally, their free plan permitted 2 agents, which was great for testing. Live Customer Chat
Everybody loves integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations into the key channels. We don’t really utilize integrations that much, but the one we use the most is using Slack. Slack is the main communication tool in our business, we use it on a daily basis and included the majority of our resources already – so we focused on how they operate and perform together with Slack. We tested some of these and most are actually working quite well. We found one that has huge delays when messaging from and to Slack which was a no-go for us. We reported that issue to them, but we don’t know whether they changed it because we left six months ago. With Crisp the integration worked instantly, notifications arrived immediately and the entire set-up was done in a couple of minutes.
“Crisp is the simplest way To communicate with your customers. From sales to customer service, Crisp is made to maintain your workflow simple. From live chat to email, Crisp provides one channel to answer to your users employing a very simple team inbox where you are able to manage all of your user queries.”
From our experience, Crisp really Ships with all the attention on such chat experience for the customers. Which is precisely what we were looking for since we evaluated other alternatives.
This one is tricky. If you read The last few points you saw that we contrasted the lower grade plans and attribute with the highest tier programs, some are economical at the beginning and become expensive as you use them. After using Crisp for six months today, and switched from a competition because of that expensive”end” and those feature we did not need but might need to cover. We are pleased to state we believe we have the very best fit for us, maybe it will fit as nicely for you. We saw the listing of 8 facets above is all you need to find your best fit.
We made contact with incredible Fantastic people (thank You!) And businesses all over the globe. We might have had the exact same experience with other live discussions as well, but the price combined with the attribute set Crisp does provide, we’d and already do recommend it to all customers who are looking for a live discussion . We’ve upgraded to the Crisp unlimited plan a while ago, and are thankful we made that decision. If you’ve got a question or wish 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 with Crisp! Live Customer Chat