Are you a SaaS business and need some advice on setting things up properly? No worries; we've got you covered. Here is a guide that will tell you everything you need to know about the steps you need to take to make the most of Crisp.

Features available in the Essentials Plan

Knowledge base: Create a knowledge base and publish articles to make your customers and leads more autonomous.
Status Page: Display the availability of your services to the world, improve transparency and double down on trust.
Customer Reminders: Never forget another important milestone with your leads or customers.
Routing Rules: Route conversations automatically to the right reps to improve response time and time to resolution.
Magic Browse: Monitor customers' screen in real-time and take control of the screen to help customers in distress.
Live Translate: Translate your messages to scale your customers' relationships internationally without hiring new reps.
Automated Replies: Build an autoresponder to lead the conversations based on specific actions.
Chatbot: Craft the best conversational experiences through automated scenarios to make customer experience unforgettable.
Campaigns: Build automated sequences that will make your life much easier. Whether it's chat or email, send the right message at the right time.
CRM: Centralize contacts and interactions inside your CRM to forget about siloed data.
Video Calls: Make your customer experience much more human with peer-to-peer video chat .
Screen Sharing: Share your screen or let your customer share his screen to simplify support and user experience.
Analytics: Get insights about your customers' experience and improve the way you're chatting with your customers.
SMS: Send and receive SMS straight from Crisp Inbox.
Line: Send and receive messages from Line straight over Crisp Inbox.
Zapier: Connect with the app you love in little to no time.
Integrations: Connect Crisp to major CRMs such as Pipedrive, Hubspot, Salesforce, or Zoho.
Customer satisfaction: Assess the quality of your customer support through CSAT .

Testimonial from a customer in the SaaS Industry

Getting Started with the Essentials Plan as a SaaS Business

Adding new teammates (Total: 2 minutes) 👨👨👦👦

Gather the whole team around your shared inbox with Crisp. Simply add new accounts to Crisp to improve the quality of your support and humanize your brand. With the Essentials plan, there's now no limit concerning the number of agents that are able to connect.

You'll need:
To be owner of your account
Have your colleagues' emails

Click here if you need help on how to invite new operators to your team .

Connect data sources (Total: it depends) ⚙️

Being able to get customers' data is vital to enhance customers' experience. To do so, you have plenty of options. You can use our API or using a tool such as Segment to make data flows easily between your different sources.

Here are the different steps depending on your choices:

Using API to get customers' data :

This method uses the Crisp REST API, that you can call from your own backend code. To make it easier, we have API wrappers available in several languages.

session data : Update Conversation Metas
contact data : Save People Data

You'll need to add your custom data in the "data" object in the request body:

{
   "data": {
      "plan_price": "95"
   }
}

This will make data synchronization automatic between your own backend and Crisp

Using Segment.com

Segment is a powerful tool that helps your business to share data among different tools. it doesn't require any coding skills once it's enabled.

To do so you'll need to:
Enable the Segment integration available in your Crisp plugins.
Have a Segment account up and running

Using a CSV import :

As told, importing data is a key asset. At Crisp, we provide you the ability to use a CSV file to import your data from a previous provider or from your existing database.

To do so you'll need to:
A CSV file
Follow the steps required in the contact tabs

Here is a guide that will tell you what to do to import your contacts using a CSV file .

Create shortcuts (Total: 15 Minutes) 💨

Shortcuts are templated messages available for your teams to increase first response time. It can be used on lots of different occasions. In the SaaS industry, it's particularly needed when you're trying to build the best customer service.

To do so you'll need:
Go to https://app.crisp.chat/settings/shortcuts/
Add a !bang . This bang will be a word which will be used later to reply faster. Like !forget_password
Organize your shortcuts using categories, like Videos, Greetings, Products, etc.
Finally, write your content

⚠️ You can add macros to your shortcuts to personalize your messages at scale.

Here are some examples you could create too:

Competitors : building templated answer for questions on your competitors is a real time saver for you and your teams as everyone can use them to answer the customer the best way.
Openers : Saying "hello, how can I help" all day long is boring. By building personalized openers, you make sure your team doesn't get bored while keeping proximity with your customers and leads
Marketing doc : Rather than switching from your dropbox or your google drive to Crisp to get that special link, make it immediately available in your shortcuts to save more time.

Import or Create a knowledge base(FAQ) (Total: It depends) 📚

Here, you have two options

Create a knowledge base

Building a knowledge base can be time-consuming, especially when you're starting from nowhere. Here are some guiding steps that could help you to set things up properly:

Don't try to have the most extensive knowledge base. Start small and grow from day to day.
Ask your teams:" what are the most frequents questions customers have?" then build your first articles upon those answers.
Make your knowledge visible from the homepage of your website (and not that sneaky little link in the footer that no one sees)

Here is an article that will tell you everything you need to know to build a great knowledge base .

Import a knowledge base

You already have a knowledge base build through another provider? No worries, we got your back with a tool that will import all your articles in your new environment.

To do so, simply follow this article .


Now you're all set to get started as a SaaS business. Still have more questions? Feel free to get in touch with us using the chat!

Updated on: 04/11/2024