Why choose Crisp? Real Time Support Chat

In this article I’ll cover our Experience with Crisp, the reason we switched, and how you can make the right decision for your business and startup as well. You may understand how to compare live chats and which metrics could be important for you too. Real Time 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 also found Crisp through Producthunt. After we’ve created a Spreadsheet with multiple live chat sellers, we defined the core attribute and metrics we were looking for.

 

What did we use previously?

We’ve 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’ve used those metrics for our monthly reports, and client overviews, growth rates and much more. After we had been in for four months those metrics disappeared and were replaced by other metrics. We have got a leaderboard for our team members, which we did not use because we’re searching for quality service rather than quantity as well as the pricing seems to outperform the benefit. So our decision was apparent at the moment: we had to move on.

 

Chat log

We found 14 days background, 30 days History and history (for higher plans this is common), also here the price scaling was interesting. All live talks we tried had this feature, a few at higher price tags, others combined with a poorly executed search feature, therefore the history wasn’t accessible. 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 hunt works astoundingly well.

How many contacts do we want?

First, we tried to answer that Question with another question”how many clients will talk with us” – and that was wrong – we made that mistake once. We can’t restrict on the connections we make because we really wish to make contact with them all. Unlimited contacts was what we were looking for (in an affordable price tag). What we discovered were discussions with 100 active contacts for $0/month which was quite nice, we climbed up that a little to 1,000 active contacts and the price tag shifted from $0/m to ~$125/m or even more (~$500/m). We have had that experience of cost scaling for the majority 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 usage – which is huge! They believe the same way we do in Storyblok, we do not want to restrict the user to the use of the machine (eg. Content entrances or entries ), we want to scale as their team 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 same price tag.

 

Trigger events / messages

Automated triggers are used to Send a specific message on predefined events, eg. “a guest is on precisely the exact same site for more than 30 seconds”. Those causes are a fantastic method to help your viewers with queries they could have. We use it on our pricing page since 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 program.

 

Ability to send campaign emails

From Time to Time we send mails Using our live chat. We think it’s a fantastic way to retarget our audience because we should have the ability to send pertinent content based on some metrics those live talks offer. In all honesty, we are not sending many mails, because we also hate spam on our side. So we like to send certain mails to particular target groups and again: we really like the execution in the Crisp client. It is straightforward and satisfied our needs at a sensible price tag.

 

Number of agents

The agent seats is kinda Interesting, it’s something you can control. You could choose 1 accounts for the entire team (which is cheap with the majority of options ), or you might go for a single seat for each team member. Since we like to get this personal approach to our customers the idea of using one account for the entire team was dropped immediately. We have started to compare the very first paid plan against the majority of the high tier plans to see how the cost scales again. The highest costs we found were approximately ~$155/m per chair where the scope was somewhere from $15/m to this. We had a peek at Crisp again and saw that their highest package has unlimited agents seats included. Additionally, their free strategy allowed 2 agents, which was great for analyzing. Real Time Support Chat

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Integrations

Everybody loves integrations. Integrations into Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats provide integrations to the main stations. We don’t really use integrations that much, but the one we use the maximum is using Slack. Slack is the principal communication tool in our business, we utilize it on a daily basis and added the majority of our tools – so we concentrated on how they operate and perform together with Slack. We analyzed some of them and most are actually working very 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 issue to them, but we do not know if they changed it because we left six months ago. Together with Crisp the integration worked instantly, notifications came immediately and the whole setup was completed in a few minutes.

 

Control the client via JavaScript

We are using the chat not Only on the website but also in our application itself. Users may want to report a problem or merely have a fast question about something, therefore the direct integration, and a option to initialize and hide/show the customer with JavaScript has been a must-have. It had been possible with the majority of live chats we’ve attempted, the documentation of Crisp about their JavaScript SDK is crystal clear and well documented so that we got that running in less than 30 minutes.

 

What is Crisp?

“Crisp is the simplest way To speak with your clients. From sales to customer support, Crisp is made to keep your workflow easy. From live chat to email, Crisp provides one channel to answer to your users using a simple team inbox where you can manage all of your user inquiries.”

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

 

Cost

This one is tricky. If you browse The past few points you saw that we compared the lower tier plans and feature together with the maximum tier programs, some are economical at the start and be costly as you use them. After using Crisp for six months now, and changed from a competitor because of that expensive”end” and those feature we didn’t need but would need to cover. We are glad to say we believe we have the best fit for us, perhaps it will fit as nicely for you. We found that the listing of 8 aspects above is all you want to find your best fit.

Summary

We made contact with unbelievable Fantastic people (thank You!) And companies all over the globe. We might have had exactly the same experience with other live chats as well, but the price tag combined with the attribute set Crisp does provide, we would and already do recommend it to all clients who are looking for a live discussion themselves. We have updated to the Crisp unlimited plan some time ago, and are thankful that we made that decision. In case you’ve got a question or want to tell us about your adventure using Crisp along with other live discussions, feel free to drop us a comment below or send us a conversation or talk to us with Crisp! Real Time Support Chat

 

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