Chat User Experience
The Chatbox widget is obvious but not obtrusive for your customers. Integrations with Crisp's own Helpdesk, as well as other channels such as Twitter or Facebook Messenger are readily available in the bar at the top of the chatbox.
Internal users, or agents (Crisp calls them "Operators") have a simultaneous view of queued chats and the current chat. Useful contextual information is provided for the current chat.
Crisp shows a lack of polish in some areas.
One example is the white space around the edges of the operator profile pictures. (The example photo is from Crisp's own website.)
Another example are the sometimes confusing or missing translations which I noticed for both English and German.
Crisp offers a free tier for up to two operators. The Pro package is aimed at very small teams who need features such as triggers or the Facebook Messenger, or Twitter integration. The Unlimited plan allows unlimited seats and enables features such as automatic assignment, crm integrations and the knowledgebase.
The Crisp branding can be removed if you upgrade to the Unlimited plan.
Limited customization is possible in the Free and Pro plans, but you will probably need the Customization plugin only available in the Ultimate plan in order to match the Chatbox to your brand and message. Show Screenshot
Office hours can be configured in the Availability Settings area. One downside of the approach used in Crisp is that different working hours cannot be selected for individual days, i.e. the same schedule must be applied to all working days. Show Screenshot
Saved replies are known as "Message Shortcuts" in Crisp. You can also include macros to insert dynamic content into a reply. Show Screenshot
Users and conversations can be tagged with what's known as "Segments" in Crisp. Your contacts can then be searched by segment.
Crisp Analytics lets you build metrics from chats, customer ratings and response times. Data can be exported to CSV. Requires Crisp Unlimited
Crisp automatically tracks attributes like location and pages visited. Requires Crisp Pro. Show Screenshot
Block chat for specific IPs. Requires at least Pro.
Automatic Assignment is referred to as "Routing" in Crisp. Requires the Crisp Unlimited Plan. Show Screenshot
Triggers let you send automated messages to your visitors and users. Requires the Crisp Pro Plan.
You can hide the chatbox on specific pages as well as for specific countries and locales.
The chatbox is available in over 50 languages. By default Crisp detects the visitor's browser language and adjusts the chatbox language accordingly. However, this can also be changed so that the chatbox always appears in one language.
Crisp offers apps for both iOS and Android so you can keep in touch with your visitors and users easily whilst on the go.
Access requests replied to in under 1 week (within the legal limit of 1 month); Verified that their own data processors are GDPR-compliant; Will notify their customers within a maximum of 24 hours after finding out about and fixing a data breach; Data Protection Officer appointed; All data (apart from connection logs) held on servers in the EU.
Review by Matt
I've developed Live Chat Labs to help businesses like yours find the best software for your needs. My work is supported by affiliate commissions.