Crisp Pros and Cons

I've been using Crisp for several years for our support, and this tool has completely transformed how we handle interactions with our users.

At first, we implemented it only for web support (bugs, login issues, etc.), but I quickly realized its potential. So, I developed an additional layer that allows my entire team to use it, integrating a classification system with keywords. This helps us organize and track requests extremely efficiently.

Now, it has become an essential daily tool for most of my team (and to be honest, it's sometimes a bit stressful too! 😊). The only reason it could be stressful is if they ever had a bug (which has never happened in the three years I've been using it) or if they decided to revise their pricing plans.

What I love the most:

An outstanding API: Their documentation is clear and complete, and the webhooks are a pleasure to use.

Perfect customer support: Responsive, efficient, and always attentive.

A tool accessible to everyone: Both for non-technical users and developers who want to leverage its full power.

Easy integration with other tools: I’ve connected it with OpenAI, AWS (lambda, S3, Athena, Glue,...)… allowing us to automate many tasks and improve our workflow.

The new AI and chatbot features are incredibly promising and open up even more possibilities!

An unbeatable price-to-value ratio: Compared to tools like Zendesk or Freshdesk, Crisp offers an insane level of features and flexibility at a fraction of the price. Review collected by and hosted on G2.com.

I do have some update ideas, but they are very specific to our industry and might not be relevant to all of their customers. That being said, Crisp already covers a vast range of needs, making it an essential tool for any organization looking for an efficient and flexible support solution.

Huge kudos to the entire Crisp team! 👏 Review collected by and hosted on G2.com.

Crisp is quick to set up and easy to integrate, making it a user-friendly solution for businesses. One standout feature is the availability of both desktop and mobile apps, which significantly simplify life for chat operators by ensuring seamless communication on the go. Additionally, Crisp’s pricing plans are competitive and offer great value compared to similar tools in the market. Review collected by and hosted on G2.com.

While Crisp offers some great features, it’s frustrating that fundamental functionalities are missing—like the ability to export filtered contacts directly. Instead, you’re forced to download the full CSV list and manually filter it in Excel every single time. This is a simple feature that could be implemented in no time, yet users are left dealing with unnecessary extra steps. On top of that, several other small but essential features for daily use are absent, while the platform focuses on adding multiple AI assistant tools that can feel overwhelming and confusing to navigate. Crisp has potential, but prioritizing basic usability improvements over flashy extras would greatly enhance the user experience. Review collected by and hosted on G2.com.

I love the level of automation you can achieve, and most importantly, if you ever have any issues, the support team has always provided me with the best solution for my case whenever I’ve contacted them. They haven’t failed even once. Review collected by and hosted on G2.com.

The only thing I didn’t like is that you can’t have independent shortcuts based on the inboxes you have. I would have liked to have separate shortcuts for support and others for the rest of the inboxes, but overall, it’s great! Review collected by and hosted on G2.com.

I like many tools that Crisp has, such as the CoPilot or its integration with my website. However, I believe that the great differentiator that Crisp has is its brutally effective and friendly Customer Service department. Personally, Pedro is my advisor and every time I have needed him, whether for a question or a video call, he has been attentive. Incredible everything regarding the attention. Review collected by and hosted on G2.com.

There are some tools that are somewhat confusing, or some integrations. However, the vast majority of these are not necessary for my line of business. Review collected by and hosted on G2.com.

We have been using Crisp for 4 years at InstaWP. I have used Crisp on several other sites. The amount of features they offer on the free plan is incredible. The recent update added a lot of value and made my life easier as the customer support team lead. Review collected by and hosted on G2.com.

The reporting system is improved a lot now but I am coming from HelpScout and Zendesk. So I hope that they can think from a customer support team lead perspective and how a company might want to track their KPIs. The reporting system and the UX has a long way to go. Review collected by and hosted on G2.com.

I like the complete tool of feature for the fair pricing.

Knowledgebase, workflows automation, multi-platform, AI based on your knowledgebase et... but still it's not based like intercom on the number of user but operator. Review collected by and hosted on G2.com.

I'd like a bit more components for survey than the one available. Review collected by and hosted on G2.com.

Crisp makes customer support and communication extremely easy. We were able to integrate Crisp in a matter of minutes. Crisp has the most features and the most competitive pricing. Review collected by and hosted on G2.com.

Not a lot to dislike about Crisp. They are adding new features all the time. The only aspect I see missing is a consolidated Sales funnel to track leads. Review collected by and hosted on G2.com.

Lola has always been professional, friendly and knowledgeable. She represents your company extremely well.

Good reports, good information on the side panel of tickets. Review collected by and hosted on G2.com.

Needs an HTML article editor. Article authoring is not great.

Article text should be searchable.

Would like a customizable article properties panel, so I can tag certain articles as having (for example) videos or graphics of certain things, so I can manage them easily (use case is "find all the articles that have videos"). Right now I have to dump KB content into a spreadsheet and manage it there. Review collected by and hosted on G2.com.

I already knew Crisp for web apps but was looking for a new chatbot solution for a React Native app. I only needed a simple, quick to install solution and found your React Native SDK which was very easy to install and setup. Among competitors, not many React Native SDK are available.

I will keep offering your solution to all my clients because every app should enable easy access to customer support. Review collected by and hosted on G2.com.

My only difficulty when integration the SDK is that by default file upload is enabled, but not available for free accounts, which fires a weird native error.

I had to contact customer support which explained me that in an instant reply :) Review collected by and hosted on G2.com.

It was reliable at first although the UI was confusing. Once things were set up, they worked... The software worked until it didn't. Review collected by and hosted on G2.com.

The reliability issues with customer replies not being delivered, combined with poor technical support that refused to fix the core functionality without charging an additional 33% fee. The company seems to see essential functions like message delivery as "add-ons" (such as dedicated IP when their standard service doesn't work at all) rather than including something core to the job-to-be-done to the base service. Review collected by and hosted on G2.com.