Qualify your prospects, make appointments, direct prospects to the right sales people… The chatbots proposed by Crisp can allow you to automate a large part of your sales processes.
Available on the main channels and above all very easy to handle, the French chatbot editor is also the most affordable solution on the market, we present you all this in detail in the rest of this article 🙂
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Our review of Crisp: the summary table
Functional scope of Crisp
Crisp offers livechat solutions to enable employees to interact instantly with their customers, as well as chatbots. Here we present the chatbot features that support companies’ conversion strategies.
Chatbots
The chatbot creation tool
A chatbot is software that automatically manages conversations with your customers from your website. This often involves answering questions, and providing assistance while customer service staff are offline. Crisp chatbots are powerful and easy to set up. Compared to competitors’ chatbots, Crisp’s are the most intuitive.
The chatbot features include customisable scenarios, as well as pre-built sample bot scenarios that you can use right away.
With Crisp, chatbots are able to recognise the words and phrases typed by your customers and respond to them using a method called fuzzy matching. For example, a bot can be configured to understand that a visitor is asking a question about a current order and direct them to the next available and competent chat operator.
Pro tip
It is possible to test each chatbot you create by simulating a conversation with the bot. This makes it easy to check the effectiveness of the scenario before deploying it on your website.
Crisp comes with three predefined bots: Weekend Responder, Ask User Details and Department Bot. These tools are designed to capture user data and route conversations to the appropriate services. You can modify a pre-configured bot to suit your preferences rather than having to create one from scratch.
Contact management
In Crisp, you can see an overview of all the users your bots have exchanged with:
You can also see all the specific information of each user:
As well as asking your visitors a question and storing the answer in a custom field. It is also possible to apply tags to certain users (called “Segments” in Crisp).
Unfortunately, it is not possible to create customer categories in Crisp.
Personalized messages
With Crisp, it is possible to use conditions in your chatbot flows, which allow you to create personalised chatbot experiences for your customers.
It is possible to have a chatbot in several languages. For each message in Crisp, you can create an immediate translation in the language you want.
Channels
With Crisp you can put a chatbot on 6 main channels:
- Your website
- Facebook Messenger
- SMS (with Twilio)
- Line
- WhatsApp (using WhatsApp)
- Telegram
Similarly, you can sendemail campaigns from Crisp.
This allows you to create an omnichannel chatbot experience to keep in touch with your customers.
Thus, Crisp allows you to :
- Qualify your leads without forms: Generate your leads automatically with the Crisp Chatbot;
- Book appointments: By linking the calendar of your sales staff with Crisp ;
- Route conversations: Set up automatic rules to route conversations to the right salespeople.
Email campaigns
Crisp allows you to send automated email campaigns to your customers and contacts. Overall, this tool is more difficult to use than other competing email tools, but it is no less powerful. For example, it is possible to create an automated abandoned cart email to a segment of shoppers who add items to their carts without completing a transaction.
Your emails are created via editors, or in HTML, the latter being more powerful but more difficult to master, especially if you are a novice programmer. Below is an image of how an email campaign would be designed using Crisp’s editor:
In the Analytics section, Crisp offers metrics on email campaigns such as click-through rate, open rate, emails not received and emails delivered.
Salesdorado’s opinion
Overall, Crisp offers the easiest to learn chatbots on the market. Unfortunately, Crisp does not provide some chatbot features, such as audio, video and image galleries. This is a disadvantage, as these elements allow for a richer multimedia conversation.
Reporting on Crisp
The analysis provided by Crisp’s reporting is useful for understanding and improving weaknesses in your customer service, such as average response time and agent availability.
Crisp offers a multitude of reports to help you evaluate your overall performance. The main drawback of Crisp’s analysis tool is that there are no agent-specific reports like those found in other relationship marketing tools of this type.
If you want to have metrics that reflect the productivity of each chat operator, you’ll need to create them custom using their API.
In addition to messaging analysis, Crisp also provides metrics on the following categories:
- Contacts
- Evaluation
- Campaigns
- Help centre
- Status
Salesdorado’s opinion
Whether you want to measure the responsiveness of your customer service or the performance of your campaigns, Crisp provides you with the necessary tools.
Integrations
Crisp has integrations with marketing automation tools and other CRM and messaging software in five distinct categories:
- Automation: Chatbot, Segment, Zapier
- Marketing : Mailchimp
- Messaging: WhatsApp, Facebook Messenger, E-mail, Slack, Twilio SMS, Twitter, Telegram, Line
- CMS: WordPress, Prestashop, Cloudflare, Joomla, WHMCS, Shopify
Crisp also has an iOS app and an Android app, which allow customers’ questions to be answered at any time, even on the move.
In addition, Crisp offers integration with Slack, allowing you to quickly respond to customer questions from your Slack account.
They also provide integration with Zapier and Integromat so you can connect to almost any existing software application.
If this is not enough, you can also create your own integrations with Crisp. You can find all the necessary documentation on the Crisp API online support.
Salesdorado’s opinion
Crisp has nothing to envy its competitors in terms of integrations, we particularly appreciate the possibility of answering customer questions from Slack!
Crisp customer support
Crisp’s customer support team is available 24 hours a day, five days a week. Crisp operators usually respond to all questions within one minute.
Crisp supports its customers in various ways:
- Live chat: 24 hours a day, 5 days a week;
- E-mail: average response time of 8 hours;
- An extensive and well-structured online help centre, with a search bar and direct access to frequently asked questions, as well as to the various help topics available;
- A resource centre with many videos and webinars to learn how to use and configure Crisp ;
- A regularly updated blog;
- Social media.
Salesdorado’s opinion
Crisp distinguishes itself from its competitors by a very reactive support and many available and well organized resources, small downside, all resources are in English… too bad for a French tool 🙂
Customer reviews of Crisp
On G2, Crisp has 64 user reviews, and 63 reviews on Capterra. On both platforms, Crisp has an overall rating of 4.5/5.
Advantages & Disadvantages
- Customer service efficiency: “Their customer support is amazing. I had a problem with a duplicate account being created, and their support not only helped me solve the problem, but they were also super nice and friendly and made the whole experience enjoyable. Plus, their documents are amazing and very helpful!
- Ease of use: “Very easy to use and user friendly interface. Much more intuitive to set up compared to others”; “It is easy to use, has a mobile app that I use to respond to queries and integrates with other platforms such as Twitter DMs, Telegraph, Line.
- Too much conversation history, which could be better structured: “My biggest problem with Crisp is endless conversations. There is no way to have separate conversations with the same client, old conversations are dragged into new conversations”; “Overall, [Crisp could have] better tracking of interactions and history. The logs have an expiry date, which could be detrimental for the future.
Crisp’s tariffs
Crisp’s offer is divided into three plans:
- The “ Basic ” version of Crisp is free and allows 2 users to chat with their website visitors via a live chat and a single inbox.
- The “ Pro ” plan costs €25/month per site and allows 4 agents to interact with customers via the website chat, and all other platforms integrated into Crisp, as well as sending pre-set answers to frequently asked questions.
- Crisp’s “ Unlimited ” plan is worth €95/month per site. It allows an unlimited number of agents to use all the options available on Crisp, including access to the CRM system, automatic campaign management, use of the full chatbot, use of the live translate, etc.
In addition, Crisp offers a free 14-day trial for each plan.
Salesdorado’s opinion
Unlike its main competitors, Crisp offers an easy to read price list, as well as a completely free version, and overall, the tool is much more affordable!
