Product Overview of Crisp
Crisp is a comprehensive live chat and chatbot platform designed to streamline customer communication, enhance user experience, and provide robust customer service solutions across multiple channels.
What Crisp Does
Crisp is more than just a live chat and chatbot tool; it is an all-in-one multichannel customer messaging platform. It allows businesses to engage with customers in real-time, automate repetitive tasks, and manage a large volume of inquiries efficiently. The platform is focused on delivering exceptional customer service through its advanced features and integrations.
Key Features
Live Chat and Handover
Crisp includes a built-in live chat feature that enables businesses to engage with customers in real-time. It also allows for seamless handover of conversations to support agents when the chatbot cannot answer a question, ensuring continuous and personalized support.
Chatbot Capabilities
The platform provides extensive chatbot elements, including:
- Update User Information: Collect and store user information.
- Condition: Perform “if-then” checks to personalize conversations.
- Run Scenario: Start another chatbot flow for scalability.
- Quick Replies and Buttons: Add interactive elements to chatbot flows.
- Collect User Input: Gather and store user inputs.
- Delay: Use delays between messages in chatbot flows.
- Start Automation: Refer from one automation to another.
Multi-Channel Support
Crisp supports various communication channels such as:
- Websites
- Facebook Messenger
- WhatsApp (using Twilio)
- Telegram
- SMS (using Twilio)
- Line
- Email campaigns
This omnichannel approach allows businesses to reach customers on their preferred platforms seamlessly.
AI Features
Crisp leverages advanced AI capabilities, including:
- AI-Generated Answers: Provides answers based on previous conversations using a proprietary Large Language Model (LLM).
- AI-Generated Summaries: Generates summaries for easy shifts and handovers.
- AI-Generated Voice Transcription: Transcribes audio messages to text.
- Topic Categorization: Identifies conversation topics before opening the conversation.
- Natural Language Processing (NLP): Comprehends complex queries and extracts meaning from unstructured text inputs.
Visitor Tracking and Insights
The platform offers real-time visitor tracking, allowing businesses to monitor website visitors, track their navigation patterns, and gain insights into customer behavior and preferences.
Integrations and Plugins
Crisp integrates with various third-party applications, including Slack, and offers multiple plugins to extend its functionality. These plugins can add features such as auto-responders, chatbots, and more.
Mobile and Desktop Apps
Crisp provides mobile apps for iOS and Android, as well as desktop apps, enabling support agents to respond to customer queries on the go.
Advanced Statistics and Routing Rules
The platform includes advanced statistics on agent performance and routing rules to ensure efficient management of customer inquiries.
Additional Benefits
- Enriched User Profiles: Provides detailed information about visitors, including email, full name, picture, location, social networks, and browsed webpages.
- Real-Time Notifications: Offers real-time notifications to keep support agents informed about new messages and activities.
- Fair Pricing: Crisp is known for its fair pricing model, offering unlimited live chat services without the limitations seen in other platforms.
Overall, Crisp is a powerful tool for businesses aiming to enhance their customer service, automate repetitive tasks, and provide a seamless, personalized experience across multiple communication channels.