Why Select Crisp? Online Support Chat

In this article I’ll cover our Experience with Crisp, the reason we switched, and how it is possible to make the right choice for your business and startup too. You will know how to compare live chats and which metrics might be important for you also. Online Support Chat

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How was that choice made?

Taking a Look at the market leaders With live chat feature on the market, we found Crisp through Producthunt. After we have made a Spreadsheet with numerous live chat sellers, we identified that the core attribute and metrics we were looking for.

 

What did we use previously?

We have Used several other live chat earlier, which somehow shifted their focus from a live conversation to an”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 customer overviews, growth rates and much more. After we were in for four weeks those metrics disappeared and were replaced by other metrics. We’ve got a leaderboard for our team members, which we did not use because we are searching for quality service rather than quantity as well as the pricing seems to outperform the benefit. So our choice was clear at the moment: we had to proceed.

 

Chat log

We found 14 times 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 feature, a few at higher price tagsothers together with a badly executed search feature, therefore the background wasn’t accessible. Together with Crisp, the boundless history is already available with their original paid plan, and it not only ships with a reasonable price tag, also their search works exceptionally well.

How many connections do we need?

First, we tried to answer that Question with another question”how many clients will chat with us” – and that has been wrong – we made that mistake once. We can not limit on the connections we create because we actually wish to make contact with them all. Endless contacts was what we were looking for (at a reasonable price label ). What we found were discussions with 100 active contacts for $0/month that was quite pleasant, we climbed that up a little to 1,000 active contacts and the price tag switched from $0/m to ~$125/m or more (~$500/m). We have had that experience of cost scaling for most of the solutions. As we did the Exact Same contact metric evaluation for Crisp we saw something different:

So at Crisp, you don’t scale by use – that is huge! They believe the identical way we do at Storyblok, we do not want to limit the consumer to the use of this system (eg. Content entries or entries ), we would like to scale as their staff scales. So at Crisp you choose a plan and you can scale the numbers from 10 to 10.000 contacts (or 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 guest is on the same website for over 30 seconds”. Those triggers are a fantastic method to help your viewers with queries they may have. We use it on our pricing page because from time to time there are open questions regarding our pricing, maybe something isn’t covered in the FAQ section. This part can be found in all options we analyzed and mainly available in the very first paid program.

 

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 ought to be able to send relevant content based on some metrics people live talks provide. To be honest, we are not sending many mails, because we also hate spam on our side. Therefore we like to send specific emails to particular target groups and again: we really enjoy the execution in the Crisp client. It’s simple and fulfilled our needs at a reasonable price tag.

 

Number of agents

The broker seats is rather Intriguing, it is something that you can control. You could choose one account for the whole group (which is cheap with the majority of options ), or you might go for a single seat for every team member. Since we want to have this personal approach to our customers the idea of using one account for the entire group was dropped instantly. We’ve begun to compare the first paid program contrary to most of the high tier programs to see how the cost scales . The highest costs we discovered were approximately ~$155/m per chair where the scope was somewhere from $15/m to this. We had a peek at Crisp again and found their highest bundle has unlimited agents chairs included. Also, their free strategy allowed 2 representatives, which was great for testing. Online Support Chat

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Software Compatibility

Everybody loves integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations into the main stations. We do not really utilize integrations that much, but the one we use the most is using Slack. Slack is the principal communication tool in our business, we use it on a daily basis and added the majority of our resources – so we focused on how they work and function with Slack. We tested some of them and many are actually working very well. We found one which has enormous delays when messaging from and also to Slack which was a no-go for us. We reported that issue to them, 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 entire set-up was done in a couple of minutes.

 

Control the client via JavaScript

We’re using the chat not Only on the site but also in our program itself. Clients might want to report a problem or merely have a fast question about something, hence the lead integration, and a possibility to initialize and hide/show the customer with JavaScript was a must-have. It had been possible with the majority of 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 half an hour.

 

What’s Crisp?

“Crisp is the simplest way To speak with your clients. From sales to customer service, Crisp is designed to maintain your workflow easy. From live chat to email, Crisp provides one channel to reply to your users using a simple team inbox where you can manage all your user queries.”

From our experience, Crisp actually Ships with the focus on that chat experience for your customers. That is precisely what we were searching for as we evaluated other alternatives.

 

Cost

This one is tricky. If you browse The last few points you saw that we contrasted the lower tier plans and attribute together with the maximum tier programs, some are cheap at the start and be expensive as you use them. After using Crisp for six months today, and switched from a competitor because of that expensive”end” and those feature we did not need but would have to cover. We’re glad to state that we think we have the best fit for us, perhaps it will fit as nicely for you. We found that the listing of 8 facets above is all you want to find your best fit.

Conclusion

We made contact with unbelievable great people (thank You!) And companies all over the world. We might have had exactly the exact same experience with other live chats as well, but the price tag combined with the attribute set Crisp does offer, we’d and do recommend it to all of customers that are looking for a live discussion . We have updated to the Crisp endless plan some time ago, and are thankful that we made that decision. In case you’ve got a question or wish to tell us about your adventure using Crisp along with other live discussions, feel free to drop us a comment below or send a tweet or talk to us using Crisp! Online Support Chat

 

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