| Functionality | 8 <p>Founded in 2015, it’s not surprising that Crisp offers a mature, well-rounded and complete feature set as a customer support tool. We found all the basics features to be present such as a strong live chat offering, a deeply customisable help centre and very complete omni-channel support. We also appreciated some less common, but nevertheless powerful touches such as the ability to ‘co-browse’ with a customer via live chat to enable an agent to troubleshoot customer issues right on their screen.</p> | 7 <p>Thena is one of a handful of up and coming support platforms tailored to B2B focused customers. It's focus is on Slack-centric teams (where it excels), however, it also provides support for email, a basic live chat widget, MS teams and forms. Additionally, we were pleased to see that you can configure an AI agent to respond to messages for you as well as the ability to set up a basic help centre.</p><p>However, it lacks support for many channels that non B2B focused businesses might want such as all social platforms or phone calls.</p> |
| Ease of Use | 6 <p>Due to its rich functionality and customisability, we found Crisp to have a moderate learning curve but is generally straight-forward and intuitive to use. An average SMB employee can become proficient with the platform after 1-2 days and some guidance. The interface is simple, making daily use straightforward for most team members. </p> | 6 <p>Thena's web app is well presented, however, given the sheer breadth of features, it can feel overwhelming at times. Instead of a traditional email style inbox, it places a focus on a kanban-style tickets view which may be unintuitive for agents who aren't used to project management platforms. Despite this, the UI was designed well to present information and buttons are intuitively placed such that the learning curve is not too steep. It would take an average SMB employee an hour to master the tool.</p> |
| Look and feel | 5 <p>Though we found its web app and live chat offerings to be fast, responsive and easy to use - Crisp’s web app and customer facing widgets/help centres felt a little bit dated from a design perspective. If you’re looking for a more modern design aesthetic, both from an agent and customer facing perspective, you’re better off looking elsewhere.</p> | 7 <p>Thena's web app is well designed, fast to load and easy to use. It has a modern feel to it and looks great in both dark mode or light mode. We especially appreciated the addition of keyboard shortcuts across the inbox that help agents zip through the platform when tackling a large backlog of tickets.</p> |
| Customisability | 7 <p>Crisp offers a huge amount of options when it comes to customisability of just about everything - help centres, live chat widgets and analytics dashboards. Almost every element of customer facing widgets and sites can be customised - including the basics you’d expect such as logos, colours and header/welcome messages. It’s internally facing features are also fairly customisable - for example, you can create custom analytics dashboards to help you find the metrics you care about most more easily on the fly. </p> | 6 <p>Thena offers a number of facets for customization. It's internal facing interfaces offer the most scope - with things like inbox views, AI agent context and workflows, all fully configurable.</p><p>However, its external facing interfaces are limited in their customizability. For example, both its live chat widget and help centres only offer basic aesthetic options such as colours and logos.</p> |
| Ease of Setup | 7 <p>Crisp offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. Setting up your first channels is also a simple process - live widgets involve pasting a simple script into your website and email integrations can be achieved in just a few clicks. However, when it comes to deeper customization, Crisp's sheer breadth of features means that you can spend a number of days tweaking appearances of widgets and setting up help centres.</p> | 4 <p>Unfortunately, Thena does not offer a self-serve free trial for its platform. Instead you'll need to hop on a sales demo to get access. However, the sales call is often with the founder and was helpful and swift. One we got access, initial setup was limited and the platform can feel slightly overwhelming given the sheer breadth of features and facets you can customize. However, given its Slack centricity, getting connected to it is very simple thanks to a native integration which only takes a few clicks.</p> |
| Customer Support | 10 <p><span style="color: rgb(0, 0, 0);">We found Crisps's customer support to be best in class. Whilst you can contact the team through a range of channels - the easiest remains via a live chat widget via their app/website. From our testing, we found it incredibly easy to get in touch with a real agent, often in under a minute, who'd be able to help troubleshoot even the most complex of issues.</span></p> | 8 <p>Thena primarly provides support via a 1:1 slack channel with their team. When tested, agents responded in <15 minutes and were well versed and very helpful, even for complex setup style questions. Additionally, Thena provide a well written and rich help centre that can answer most queries.</p> |
| Integratability | 7 <p>Crisp has a deep and rich integrations ecosystem, which includes popular CRMs (HubSpot, Pipedrive, Salesforce), project management tools (JIRA, Trello), and email marketing platforms (Mailchimp). They also provide an API for custom integrations as well as a Zapier integration for even more extensibility.</p> | 5 <p>Thena offers integrations with popular task management platforms (Jira, Linear), CRMs (Salesforce, HubSpot) and incident management platforms (Rootly, Incident.io). We would like to have seen a Zapier integration like many of its peers offer though. That being said, Thena does offer an API through which technical teams can interact with the platform directly.</p> |
| Ease of Migration | 5 <p>Crisp does offer users the ability to export customer profiles self-serve to a CSV. However this is limited to a maximum of 200,000 profiles. Beyond this, Crisp offers relatively little in terms of data export options. However, it is worth noting that there are plenty of other ways you can interact with data within Crisp via either its API or one of many third-party integrations (e.g. Zapier).</p> | 7 <p>Thena offers self-serve export functionality to CSV/JSON for tickets and their details within their web app. Additionally, Thena offers an API through which you can interact with tickets directly.</p> |
