Why choose Crisp? Live Support Service
In this article I’ll cover our Experience with Crisp, the reason we changed, and how it is possible to make the perfect choice for your company and startup as well. You may understand how to compare live talks and that metrics could be important for you too. Live Support Service
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’ve made a Spreadsheet with multiple live chat vendors, we defined the core attribute and metrics we were looking for.
What did we use before?
We’ve Used multiple other live chat before, which somehow shifted their focus from a live chat to an”all in one company suite”. Their live chat still functions, but metrics which are important for us were eliminated. 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 by other metrics. We’ve obtained a leaderboard for our team members, which we did not use because we’re looking for quality support and not quantity and the pricing appears to outperform the benefit. So our decision was apparent at that moment: we had to move on.
We found 14 days history, 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 feature, a few at higher price tagsothers together with a badly implemented search feature, therefore the background was not accessible. 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 exceptionally well.
How many contacts do we need?
First, we tried to answer that Question with another question”how many customers will talk with us?” – and that has been wrong – we made that mistake once. We can not restrict on the connections we make because we really wish to earn contact with all of them. Unlimited contacts was what we were looking for (in a reasonable price label ). What we found were discussions with 100 active contacts for $0/month that was quite pleasant, we climbed up that a bit to 1,000 active contacts and the price tag shifted from $0/m to ~$125/m or more (~$500/m). We have had that experience of price scaling for most of the solutions. As we did the same contact metric test for Crisp we saw something different:
So at Crisp, you do not scale by usage – which is enormous! They think the same way we do in Storyblok, we don’t wish to restrict the user to the usage of this system (eg. Content entrances or contacts), we would like 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 the same price tag.
Trigger events / messages
Automated triggers are Utilized to Send a specific message on predefined events, eg. “a visitor is on precisely the same website for over 30 seconds”. Those causes are a fantastic method to help your viewers with queries they may 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 part is available in all solutions we tested and largely 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 pertinent content according to some metrics those live chats provide. To be honest, we’re not sending many emails, because we hate spam on our side. So we like to send specific emails to particular target groups and again: we really enjoy the implementation in the Crisp customer. It’s simple and fulfilled our needs at a reasonable price tag.
Number of brokers
The broker chairs is rather 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 one seat for each team member. Since we like to get this personal approach to our customers the notion of using one accounts for the whole group was dropped instantly. We’ve started to compare the very first paid plan contrary to most of the high tier plans to observe the way the cost scales . The highest prices we found were about ~$155/m per chair where the range was somewhere from $15/m to this. We had a look at Crisp again and found that their highest package has unlimited agents chairs included. Additionally, their free plan permitted 2 representatives, which was excellent for testing. Live Support Service
Everybody enjoys integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations into the main channels. We don’t actually utilize integrations that much, but the one we use the most is with Slack. Slack is the main communication tool in our business, we utilize it on a daily basis and included most of our resources – so we concentrated on how they operate and function together with Slack. We tested some of these and most are actually working quite well. We found one which has huge delays when messaging from and also to Slack which was a no-go for us. We reported that difficulty 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 setup was completed in a few minutes.
What is Crisp?
“Crisp is the simplest way To communicate with your customers. From sales to client support, Crisp is designed to keep your workflow simple. From live chat to email, Crisp offers one station to answer to your users employing a very simple team inbox where you can handle all your user queries.”
From our experience, Crisp really Ships with all the focus on that chat experience for your clients. That is precisely what we were looking for as we evaluated other solutions.
This one is tricky. If you read The last few points you saw that we contrasted the lower tier programs and feature together with the maximum tier plans, some are cheap at the beginning and be costly as you use them. After using Crisp for six months today, and changed from a competition because of the expensive”end” and those attribute we didn’t need but might have to cover. We’re pleased to say that we believe we have the very best fit for us, maybe it will fit as well for you. We found the list of 8 aspects above is all you need to locate your own best fit.
We made contact with unbelievable Fantastic people (thank You!) And businesses all over the globe. We could have had exactly the exact same experience with other live chats as well, but the price combined with the attribute set Crisp does provide, we would and already do recommend it to all of clients who are searching for a live discussion themselves. We’ve upgraded to the Crisp unlimited plan a while ago, and are glad we made that choice. If you’ve got a query or wish to tell us about your experience with Crisp and other live discussions, feel free to drop us a comment below or send us a tweet or chat with us with Crisp! Live Support Service