Why We Chose Gleap Over Crisp For Customer Support

Our agency is finally developing its own software as a service (SaaS). More on this later! As excellent customer support is crucial for a small team, especially, we have been comparing several solutions over the last few months. Read on to find out why we chose Gleap over Crisp.

Must-Have Features

When we set out to find a suitable customer support platform with live chat and AI chatbots, the following six criteria were decisive in meeting our requirements:

• Location: For GDPR reasons and due to the special nature of the niche, the platform must be based in the EU. Alternatively, it would have to be ensured that the data is stored on servers in the EU.
• Scalability: The customer support platform should be scalable so that it can also be used for other projects without breaking the bank.
• AI: Nowadays, it’s almost impossible to avoid AI, isn’t it? In customer support in particular, AI can answer many questions in advance and take the pressure off the human team. This is especially important for small teams!
• Stripe Integration: We accept payments via Stripe. Therefore, it is important for us to be able to access Stripe contact information such as charges, customer data and subscription details directly in the customer support platform while processing a support ticket. Of course, we could create an integration ourselves, but why reinvent the wheel?
• API: In our niche, no provider offers the necessary integrations out of the box. Therefore, an API is extremely important in order to be able to develop our own integrations. In addition to the API, comprehensive documentation must also be available.
• Price: As a start-up, you have an abundance of ideas at the beginning. The same cannot be said for your budget, however. This rules out popular but expensive tools such as Intercom.

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Nice-to-Have Features

The icing on the cake would be an appealing UI/UX, a knowledge base aka help center, product tours, bug reporting, roadmaps and surveys as well as mobile apps for support on the go. While we’re on the subject, the support provided by the platform should of course also be first-class.

Tested Customer Support Platforms

Over the past few years and months, we have tested and closely evaluated a number of customer support platforms. These include, among others:

• MyAlice
• JivoChat
• Chative
• Continually
• HelpSpace
• Crisp
• Gleap
• HelpCrunch
• Zammad
• Help Scout
• Gist
• Click Connector
• ThriveDesk
• Dashly
• Customerly
• Xeno App

In the end, Crisp and Gleap made it to the final round because they met most of our requirements.

Gleap vs Crisp

Both Crisp and Gleap are excellent tools, and it was difficult to choose between them. If you only consider the sheer number of features and existing integrations, then Crisp is the clear winner. But that’s no surprise, since Crisp was founded about five years before Gleap.

But when we consider our personal key requirements in terms of scalability, price and Stripe integration, Gleap is the clear winner for us.

With the Gleap Team plan, you can add an unlimited number of projects and support agents within your company. With Crisp, on the other hand, you need a separate workspace and the corresponding plan for each project. That can get expensive pretty quickly.

With Crisp, Stripe integration is only available with the Plus Plan for €295 per month, while with Gleap, all integrations are available regardless of the plan.

Overall, we also prefer the UI/UX at Gleap. Crisp is a little too colourful for our taste.

Last but not least, we contacted the customer service teams of both platforms in advance. The responses from both were very quick, targeted and solution-oriented. However, Gleap’s personal touch from the CEO was outstanding!

The Winner is Gleap!

It was a difficult decision, especially because we had actually agreed a long time ago that we would use Crisp when we launched our SaaS. This is not meant to be a criticism of Crisp, and everyone must decide for themselves which platform is best for them.

Drum roll! In our case, Gleap is the clear winner! We are very happy to be able to tick this item off our to-do list. We can now start filling the knowledge base and continue developing our SaaS.

Which one would you have chosen, or do you prefer a different customer support platform?