Crisp Features
Platform (6)
Mobile User Support
Based on 51 Crisp reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization
Based on 102 Crisp reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Based on 55 Crisp reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Based on 51 Crisp reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting
Based on 51 Crisp reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards
Based on 52 Crisp reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Ticket and Case Management (8)
Ticket Creation User Experience
As reported in 45 Crisp reviews. User Experience of creating and submitting a ticket
Ticket Response User Experience
Based on 45 Crisp reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow
Based on 47 Crisp reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Based on 45 Crisp reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs) 38 reviewers of Crisp have provided feedback on this feature.
Attachments/Screencasts
Based on 46 Crisp reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives 45 reviewers of Crisp have provided feedback on this feature.
Customer/Contact Database
Based on 39 Crisp reviews and verified by the G2 Product R&D team. Central repository for account and contact information
Communication Channels (5)
Customer Portal
Based on 44 Crisp reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Based on 44 Crisp reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Based on 50 Crisp reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Based on 45 Crisp reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice
Based on 35 Crisp reviews. Make and receive calls directly in the application. Track and record calls for analysis.
Self-Service Experience (5)
Knowledge Base
As reported in 46 Crisp reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles
Makes articles in the knowledge base searchable on the web. This feature was mentioned in 45 Crisp reviews.
Community Forums
Enables users to engage with other users to solve common issues. 36 reviewers of Crisp have provided feedback on this feature.
Mobile Optimization
As reported in 31 Crisp reviews. Optimizes the customer self-service experience on mobile devices
Personalization
As reported in 35 Crisp reviews. Gives the user targeted, personalized results based on their activity or preferences
Self-Service Platform (4)
Branding
Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 34 reviewers of Crisp have provided feedback on this feature.
Automation
Automates some or all operation related tasks This feature was mentioned in 35 Crisp reviews.
Artificial Intelligence
Utilizes artificial intelligence to improve workflows or customer experiences 31 reviewers of Crisp have provided feedback on this feature.
Integrations
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 35 Crisp reviews.
Communication (5)
Pop-up Chat
Based on 101 Crisp reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications
Based on 100 Crisp reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails
Based on 75 Crisp reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.
In-App Messaging
Based on 88 Crisp reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.
Co-Browsing
Based on 61 Crisp reviews and verified by the G2 Product R&D team. Allows agents to join a customer's browser session and navigate through the website with them.
Internal Use (6)
Customization
Based on 102 Crisp reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving
Based on 92 Crisp reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Lead Development
Based on 82 Crisp reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.
Knowledge Base
Based on 82 Crisp reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox
Based on 90 Crisp reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles
Based on 91 Crisp reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.
Process (3)
Mentions
As reported in 16 Crisp reviews. Scours various channels for brand mentions to proactively seek reparative communications.
Tickets
As reported in 14 Crisp reviews. Creates and assigns support tickets, scheduling them in a timely manner.
Macros
As reported in 14 Crisp reviews. Allows administrators to create templated responses to frequently asked questions.
Channels (5)
Email
Ability to connect agents with customers through Live Chat. This feature was mentioned in 18 Crisp reviews.
Social
Connects employees with customers through a social media solution. This feature was mentioned in 18 Crisp reviews.
Live Chat
Based on 19 Crisp reviews. Ability to connect agents with customers through email.
Phone
Connects employees with customers through a calling solution. This feature was mentioned in 11 Crisp reviews.
Text
Ability to connect agents with customers through text message solution. This feature was mentioned in 12 Crisp reviews.
Insight (4)
Surveys
Based on 12 Crisp reviews. Provides opportunity for customers to give feedback through a survey.
Reporting
Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 15 Crisp reviews.
Visitor Activity
As reported in 18 Crisp reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. This feature was mentioned in 16 Crisp reviews.
Productivity Tools (7)
Notes
Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 16 Crisp reviews.
Internal Discussion
Provides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 16 Crisp reviews.
Assignments and Tasks
As reported in 16 Crisp reviews. Offer in-application assignment and task tracking functionality.
Workflows
Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 16 Crisp reviews.
Templates
Allows users to create canned answers or templates for email responses. This feature was mentioned in 16 Crisp reviews.
Integrations
As reported in 16 Crisp reviews. Integrates without outside software to provide additional functionality or pull information.
Tagging System
As reported in 16 Crisp reviews. Provides a tagging system to allow users to sort emails by relevant subject.
Analytics (3)
Trends
Based on 16 Crisp reviews. Analyzes trends in email content and resolution.
Performance Tracking
As reported in 16 Crisp reviews. Tracks performance and productivity of users inside the application.
Email Tracking
Based on 16 Crisp reviews. Tracks email analytics like emails opened, how long the email was opened for, etc.
Generative AI (10)
AI Text Generation
Allows users to generate text based on a text prompt. 24 reviewers of Crisp have provided feedback on this feature.
AI Text Summarization
Condenses long documents or text into a brief summary. 24 reviewers of Crisp have provided feedback on this feature.
AI Text Generation
Allows users to generate text based on a text prompt. 35 reviewers of Crisp have provided feedback on this feature.
AI Text Summarization
Condenses long documents or text into a brief summary. This feature was mentioned in 34 Crisp reviews.
AI Text-to-Speech
Based on 35 Crisp reviews. Simulates human-like speech from text inputs.
AI Text Summarization
Condenses long documents or text into a brief summary. 24 reviewers of Crisp have provided feedback on this feature.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt. This feature was mentioned in 12 Crisp reviews.
AI Text Summarization
As reported in 12 Crisp reviews. Condenses long documents or text into a brief summary.
Agentic AI - Customer Self-Service (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Agentic AI - Shared Inbox (2)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Decision Making
Makes informed choices based on available data and objectives
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