Founded in 2015, Crisp is a relatively new entrant to the live chat space. They offer live chat, email and messaging campaigns and a knowledge base, amongst other features.
The application lacks some polish in a few areas. For example, some of the translations in the area are not great. Big companies may also struggle with a the lack of a Teams feature if they want to route chats to different teams. For most people though, these things will not be deal breakers.
Crisp has very straightforward pricing without any hidden extras, or variable pricing based on the number of messages you send, or leads that you track.
The chat 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 chat widget.
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 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 knowledge base. It is very good value.
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
The Crisp branding can be removed if you upgrade to the Unlimited plan.
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
Automatic Assignment is referred to as "Routing" in Crisp. Requires the Crisp Unlimited Plan. 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
Block chat for specific IPs. Requires at least Pro.
You can hide the chatbox on specific pages as well as for specific countries and locales.
Triggers let you send automated messages to your visitors and users. Requires the Crisp Pro Plan.
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's chatbot is available in the Unlimited plan via the Bot plugin.
You get a unique incoming email address (in the form firstname.lastname@example.org). You can set emails to forward to this address if your customers contact you via a support email address (e.g. email@example.com). Email is available in the Pro and Unlimited plans.
Crisp supports DKIM so you can send emails to customers from your own domain. Setting up a custom email domain requires the Unlimited plan.
Crisp automatically tracks attributes like location and pages visited. Requires Crisp Pro. Show Screenshot
You can create campaigns to send automated or manual messages by email or chat to your customers and leads. This requires the Unlimited plan.
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.
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.
Crisp provides a knowledge base feature for your help docs if you have the Unlimited plan. It is well integrated with the chat widget so you can surface help articles to your users.
Review by Matt
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