Why choose Crisp? Zendesk Marketplace

In this article I’ll cover our Experience with Crisp, why we switched, and the way it is possible to make the right decision for your company and startup too. You may know how to compare live chats and which metrics could be important for you too. Zendesk Marketplace

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How was that choice made?

Looking at the market leaders With live chat feature out there, we also found Crisp through Producthunt. After we have made a Spreadsheet with numerous live chat vendors, we identified that the core feature and metrics we were looking for.

 

What did we use previously?

We have Used several other live chat before, which shifted their attention from a live conversation to an”all in 1 company suite”. Their live chat still works, but metrics which are important for us were removed. We’ve used those metrics for our yearly reports, and client overviews, growth rates and more. After we were in for four weeks those metrics vanished and were replaced with other metrics. We’ve obtained a leaderboard for our team members, which we did not use because we’re searching for quality support and not quantity as well as the pricing appears to outperform the benefit. So our choice was apparent at the moment: we needed to proceed.

 

Chat history

We found 14 times history, 30 days History and unlimited history (for greater plans that this is common), also here the cost scaling was intriguing. All live chats we tried had this attribute, some at higher price tags, others combined with a poorly implemented search feature, and so the background was not accessible. Together with Crisp, the unlimited history is already available with their original paid program, and it not only ships with a reasonable price tag, also their hunt works astoundingly well.

How many connections do we need?

First, we attempted to answer that Question with another question”how many clients will chat with us” – and that was wrong – we made that mistake once. We can not restrict on the connections we create because we really want to make contact with them all. Endless contacts was exactly what we were looking for (at a reasonable price label ). What we found were chats with 100 active contacts for $0/month that was quite pleasant, we climbed up that a bit to 1,000 active contacts along with the price tag switched from $0/m to ~$125/m or more (~$500/m). We’ve had that experience of cost scaling for the majority of the solutions. As we did exactly the same contact metric evaluation for Crisp we saw something different:

So at Crisp, you don’t scale by use – that is huge! They think the same way we do at Storyblok, we don’t wish to restrict the consumer 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 plan and you can scale the amounts from 10 to 10.000 contacts (or more) with exactly the same price tag.

 

Trigger events / communications

Automated triggers are used to Send a particular message on predefined events, eg. “a guest is on the exact same site for more than 30 seconds”. Those causes are a good method to help your audience with queries they could have. We use it on our pricing page since from time to time there are open questions regarding our pricing, maybe something is not covered in the FAQ section. This component is available in all solutions we tested and mainly available in the first paid program.

 

Ability to send campaign emails

From Time to Time we send mails Utilizing our live chat. We think it’s a good way to retarget our viewers because we ought to be able to send pertinent content according to some metrics people live talks offer. In all honesty, we’re not sending many mails, because we hate spam on our side. So we want to send specific emails to particular target groups and again: we really like the implementation in the Crisp customer. It’s straightforward and satisfied our needs at a reasonable price tag.

 

Amount of brokers

The agent seats is rather Intriguing, it is something that you can control. You could choose one account for the entire team (which is cheap with the majority of options ), or you could go for one 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 instantly. We have started to compare the very first paid program against most of the high tier plans to observe the way the cost scales . The greatest costs we found were about ~$155/m per seat where the range was somewhere from $15/m to this. We had a peek at Crisp again and found that their highest package has unlimited agents chairs included. Also, their free plan permitted 2 representatives, which was excellent for analyzing. Zendesk Marketplace

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Software Compatibility

Everybody loves integrations. Integrations into Slack, Telegram, Zendesk, Bitbucket, or Jira – you name it. Most live chats offer integrations to the main channels. We don’t actually use integrations that much, but the one we use the most 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 resources – so we focused on how they operate and perform with Slack. We tested some of them and many are actually working quite well. We found one that has huge delays when messaging from and to Slack that was a no-go for us. We reported that issue to these, but we don’t know if they changed it since we left six months ago. With Crisp the integration worked instantly, notifications came immediately and the entire setup was completed in a few minutes.

 

Control the client via JavaScript

We’re using the chat not Only on the site but also in our program itself. Users might want to report an issue or simply have a fast question about something, therefore the direct integration, and a possibility to initialize and hide/show the customer with JavaScript has been a must-have. It had been possible with most live chats we’ve tried, the documentation of Crisp about their JavaScript SDK is clear and well recorded so we got that operating in less than half an hour.

 

What’s Crisp?

“Crisp is the simplest way To speak with your clients. From sales to client support, Crisp is designed to keep your workflow easy. From live chat to email, Crisp offers one channel to answer to your users employing a simple team inbox where you can manage all of your user queries.”

From our experience, Crisp actually Ships with the focus on that chat experience for the customers. Which is exactly what we were looking for since we evaluated other alternatives.

 

Pricing

This one is tricky. If you browse The last few things you noticed that we contrasted the lower grade plans and feature together with the maximum tier plans, some are economical at the beginning and be costly as you use them. After using Crisp for six months now, and switched from a competition because of the pricey”end” and those attribute we didn’t need but would need to cover. We’re pleased to say we think we got the very best match for us, perhaps it will fit as well for you. We found that the listing of 8 facets above is all you need to locate your best match.

Summary

We made contact with incredible Fantastic people (thank You!) And businesses all around the world. We might have had the same experience with other live chats too, but the price combined with the attribute set Crisp does offer, we would and already do recommend it to all clients that are looking for a live discussion themselves. We’ve upgraded to the Crisp unlimited plan some time ago, and are thankful that we made that choice. In case you’ve got a query or want to inform us about your adventure using Crisp along with other live discussions, feel free to drop us a comment below or send us a tweet or talk to us using Crisp! Zendesk Marketplace

 

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