Crisp : Full Review, Testing, and Presentation (2024)

What is Crisp?

Crisp is a livechat software which is used on more than 200,000 businesses around the world - based in France - Crisp was founded in 2015 by two entrepreneurs, Valerian Saliou and Emmanuel François.

It is an all-in-one customer messaging platform designed to improve customer engagement and simplify communication between businesses and their customers.

By combining multiple communication channels into a single interface, Crisp allows support, sales, and marketing teams to collaborate effectively to deliver an exceptional customer experience.

With features like live chat, email, social messaging, and automated bots, Crisp aims to make communication with customers as smooth and personalized as possible.

Features

The Crisp solution is a customer communication platform that integrates multiple support, marketing, and sales tools to provide a consistent and effective user experience.

Here's a detailed exploration of Crisp's core features, with a critical conclusion for each.

1. Live chat

Crisp's live chat allows for instant communication between support teams and customers, improving customer satisfaction and support effectiveness.

• Instant messaging: Offers a platform to respond quickly to customer questions.
• Customizing the Chat Widget: Allows you to customize the appearance of the chat widget to align with the brand's visual identity.

This feature is critical for businesses looking to improve customer engagement and provide responsive support. Customizing the widget is a plus, although it requires a certain level of technical skill to be fully exploited.

2. Chatbot

The Crisp solution includes a chatbot builder, allowing businesses to automate answers to frequently asked questions and filter conversations before they reach support agents.

• Automated Responses: Reduces response time and improves support efficiency.
• Customizable Chatbot Scenarios: Create custom conversation flows to guide users to the information or help they need.

Automation via chatbots is a major asset for managing a large volume of requests. However, setting up effective scenarios requires a thorough understanding of user needs.

3. Multi-channel integration

This customer relationship management tool unifies communications from different channels (email, social networks, SMS) in a single interface, simplifying the management of customer interactions.

• Centralization of Messages: Bring all customer communications together in one place.
• Effective Conversation Management: Makes it easy to track and respond to messages across multiple channels

Multi-channel integration is critical to providing a consistent customer experience. Centralizing messages improves efficiency, although it can become complex to manage without proper organization.

4. Knowledgebase

The Crisp solution makes it possible to create an integrated knowledge base, giving customers easy access to useful information and thus reducing the burden on support teams.

• Self-Service Help Resources: Encourages self-help among users.
• Customization and Integration: Integrate the knowledge base into your website with the ability to customize its appearance.

The provision of a knowledge base is beneficial in reducing the volume of support requests. However, creating relevant content and updating it regularly requires ongoing commitment.

5. Real-Time Visitor Tracking

The Crisp solution offers real-time insights into the behavior of website visitors, allowing sales and support teams to proactively engage potential customers.

• Behavioral analysis: Understand the actions of visitors to optimize communication strategies.
• Proactive commitment: Start conversations with visitors based on their behavior on the site.

Visitor tracking is a powerful tool for improving engagement and conversion. It is important to use it ethically and with respect for the privacy of users.

6. Mobile app

Crisp's mobile app allows teams to stay connected and respond to customers on the go.

• Accessibility: Manage customer communications from anywhere.
• Push notifications: Stay up to date with new customer interactions in real time.

The mobile application is an essential complement to the platform, offering flexibility and responsiveness. The user experience on the application can vary and requires continuous optimization to ensure satisfaction.

7. Marketing Automation

Crisp integrates marketing automation features to allow businesses to automate personalized communications based on user behavior.

• Targeted campaigns: Launch automated messaging campaigns based on specific criteria such as site behavior or interaction history.
• Custom scenarios: Create marketing automation scenarios to engage, inform, or convert customers based on their user journey.

Crisp's marketing automation capabilities are a major asset in engaging users proactively and increasing conversions. Configuring campaigns and scenarios requires a thorough analysis of customer data to ensure the relevance and effectiveness of automatic messages.

8. Analytical Features

This customer relationship management tool offers comprehensive analytical tools to measure and analyze the effectiveness of customer interactions and marketing campaigns.

• Conversation tracking: Get insights into conversation volume, response time, and customer satisfaction.
• Campaign Analysis: Evaluate the performance of marketing automation campaigns in terms of reach, engagement, and conversion.
• Customizable dashboards: Create custom analytics dashboards to track key metrics and important KPIs.

Crisp's analytical tools provide valuable data to optimize communication and marketing strategies. However, collecting, interpreting, and acting on this data can be complex and require expertise in data analysis.

Pricing

The Crisp solution offers a free plan that includes two livechat agents and limited features (livechat, team inbox, mobile app, and notifications).

If you want more livechat features or agents, you should upgrade to the Pro plan, which costs $25 per month.

This plan includes 4 livechat agents and more features, such as additional channels (Facebook Messenger, Twitter, Email, and Telegram), triggers, and widget customization (still no chatbot function).

Finally, Crisp offers the unlimited plan, which is $95 per month and the plan you need if you want to create a chatbot with Crisp.

Crisp offers a 14-day free trial for each plan.

Customer Support

Crisp is a powerful chatbot application that provides users with various levels of help to meet their needs.

With its comprehensive knowledge base, Crisp can help find solutions to many of the common problems associated with using the app with its customer service department - ensuring a quick resolution at your fingertips!

Crisp offers 24-hour customer support to help its users resolve any issues they may encounter with the app. Users can easily get in touch by filling out an online contact form or by starting a live chat directly on the Crisp website.

Crisp offers a range of support plans to meet the needs of all users, from email and live chat support to personalized telephone advice. For those who need special attention, dedicated account managers are always available to answer specific requests. <

Crisp is committed to providing all the help and advice users need!

Whether you want a quick overview thanks to their comprehensive knowledge base, need 24-hour customer support, or in-depth customer service, there's an option for everyone.

Alternatives to Crisp

Crisp's main competitors are listed below. Crisp is comparable to Tidio and Freshchat and also has similarities to tawk.to.

• Drift
• Freshchat
• LiveChat
• Tawk.to
• Tidio

FAQs

What payment method does Crisp Live Chat support?

Crisp Live Chat supports the following payment methods: monthly, annual.

What is Crisp's deployment type?

Crisp Live Chat has a cloud based deployment

What types of users and organizations does Crisp work with?

Crisp works with these users and organization types: Medium businesses, small businesses, businesses, freelancers, non-profit organizations, and governments.

Final Verdict

Crisp is a reliable livechat software that is ideal for startups and small businesses looking for livechat and chatbot features to support customer service goals.

Regardless of the number of agents in your business, we recommend the unlimited plan over the other options as it offers a lot more features that will benefit your customer support goals.

If you're a startup or a small business, Crisp's unlimited plan will provide you with key customer engagement features and unlimited seats at a relatively low monthly cost.

However, if you are a medium or large business, we recommend that you opt for more comprehensive tools like Intercom or Drift.

In summary, this customer relationship management tool is positioned as a complete solution for customer communication, combining live chat, chatbots, multi-channel integration, knowledge base, real-time monitoring, and a mobile application for effective management of customer interactions. Each feature provides significant added value to the overall customer experience, although their optimal use requires strategic planning and careful implementation to maximize benefits while maintaining a high-quality user experience.