Why Select Crisp? Web Chat Customer Service
In this article I’ll cover our Experience with Crisp, the reason we changed, and the way you can make the right choice for your business and startup as well. You may understand how to compare live chats and which metrics could be important for you too. Web Chat Customer Service
How was that decision made?
Taking a Look at the market leaders With live chat feature out there, we also found Crisp through Producthunt. After we’ve created a Spreadsheet with numerous live chat vendors, we identified that the core attribute and metrics we were looking for.
What did we use previously?
We’ve Used several other live chat earlier, which shifted their attention from a live conversation to an”all in one company suite”. Their live chat still works, but metrics that are significant for us were eliminated. We have used those metrics for our yearly reports, and client overviews, growth rates and more. After we had been in for four months those metrics disappeared and were replaced by other metrics. We’ve got a leaderboard for our staff members, which we did not use because we are searching for quality support and not quantity as well as the pricing seems to outperform the advantage. So our decision was apparent at the moment: we needed to proceed.
We found 14 days background, 30 days History and history (for higher plans this is common), here the cost scaling was interesting. All live talks we tried had this feature, some at higher price tags, others together with a poorly implemented search feature, therefore the history was not available. With Crisp, the unlimited history is already available with their first paid plan, and it not only ships with a reasonable price tag, also their search works exceptionally well.
How many contacts do we need?
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 restrict on the connections we create because we really want to earn contact with all of them. Endless contacts was what we were looking for (at an affordable price tag). What we found were discussions with 100 active contacts for $0/month that was quite nice, we scaled up that a bit to 1,000 active contacts and the price tag switched from $0/m to ~$125/m or more (~$500/m). We’ve had that experience of price scaling for most of the solutions. As we did the Exact Same contact metric evaluation for Crisp we watched something different:
So at Crisp, you do not scale by usage – that is enormous! They believe the identical way we do in Storyblok, we don’t wish to limit the user to the usage of the system (eg. Content entries or entries ), we want to scale because their team scales. So at Crisp you choose a plan and you may scale the numbers from 10 to 10.000 contacts (or more) with the same price tag.
Trigger events / communications
Automated triggers are used to Send a particular message on predefined events, eg. “a guest is on precisely the 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 because from time to time there are open questions regarding our pricing, possibly something isn’t covered in the FAQ section. This part is available in all options we analyzed and largely available in the first paid plan.
Ability to send campaign messages
From time to time we send emails Utilizing our live chat. We think that it’s a fantastic way to retarget our viewers because we should be able to send relevant content according to some metrics those live talks offer. To be honest, we’re not sending many mails, because we hate spam on the side. Therefore we like to send specific emails 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 agents
The broker seats is kinda Interesting, it is something you can control. You could choose 1 accounts for the entire group (which is cheap with most options ), or you could go for a single seat for every team member. Since we want to get that personal approach to our clients the notion of using one account for the whole team was dropped instantly. We’ve begun to compare the very first paid plan contrary to the majority of the high tier programs to see the way the price scales again. The highest costs we found were approximately ~$155/m per seat where the range was somewhere from $15/m to that. We had a look at Crisp again and saw that their highest package has unlimited agents chairs included. Also, their free plan allowed 2 agents, which was great for analyzing. Web Chat Customer Service
Everybody loves integrations. Integrations to Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations into the key stations. We do not actually use integrations that much, but the one we use the most is with Slack. Slack is the principal communication tool in our company, we use it on a daily basis and added most of our resources – so we concentrated on how they work and perform 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 that was a no-go for all of 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 immediately, notifications arrived immediately and the entire setup was done in a couple of minutes.
What is Crisp?
“Crisp is the simplest way To communicate with your customers. From sales to customer support, Crisp is made to keep your workflow simple. From live chat to email, Crisp provides one station to reply to your users using a very simple team inbox where you can manage all your user queries.”
From our experience, Crisp really Ships with the focus on such chat experience for the clients. That is precisely what we were looking for as we evaluated other alternatives.
This one is tricky. If you read The last few points you saw that we contrasted the lower tier plans and feature with the highest tier programs, some are cheap at the start and be expensive as you use them. After using Crisp for six months now, and switched from a competitor because of that pricey”end” and those attribute we didn’t need but might need to pay for. We are glad to state we believe we got the very best fit for us, perhaps it will fit as nicely for you. We found that the list of 8 facets above is all you need to find your best fit.
We made contact with unbelievable 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 tag combined with the feature set Crisp does offer, we’d and do recommend it to all customers who are searching for a live discussion . We have updated to the Crisp endless plan a while ago, and are glad that we made that decision. In case you have a question or wish to tell us about your experience using Crisp and other live discussions, don’t hesitate to drop us a comment below or send a tweet or talk to us using Crisp! Web Chat Customer Service