Crisp Anmeldelser 44

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Thank you for taking the time to share your feedback. We understand your frustration, and we take this kind of experience seriously.
Our platform has evolved to incorporate new AI capabilities, and we recognise that transitions like this can feel disruptive, particularly when they affect workflows you rely on daily.
We want to clarify that our previous AI system remains fully supported, and customers are not required to migrate to the new experience.
Regarding the message limitations you encountered, this was unfortunately linked to a mistake you did while migrating. If you ever consider migrating again, we would be happy to review your situation directly to ensure you have the right setup for your usage.

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Thank you very much 🫶

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Thank you for your feedback. We are sorry the platform did not meet your expectations, and we would like to offer a different perspective.
The experience you describe is not one shared by the majority of our users. On G2, customers consistently describe Crisp as "simple, fast, and extremely reliable", with an interface that is easy to onboard teams onto. On Capterra, multiple verified reviewers highlight that our customer support is amazing and that documentation is genuinely helpful. On the Shopify App Store, our users describe Crisp as 10x cheaper than competitors and just as powerful, with a support team that is responsive and solves issues in minutes.
We also recognise that any platform with the depth of features Crisp offers carries a learning curve. As one G2 reviewer noted, the first few days can feel confusing simply because there are a lot of features and settings to explore — but once you get organised, the full potential of the platform becomes very easy to use.
We would genuinely like to understand what went wrong in your specific case and would also want to thank you for taking the time to create this account just to leave a review on our profile on TrustPilot.

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Thank you for the detailed feedback — this is exactly the kind of input that helps us improve, and we want to address each point honestly.
On AI accuracy. The effort you put into training the previous model was not wasted, but we made a deliberate decision to stop investing in it in order to build Hugo, our new AI agent. We believe the results speak for themselves — if you haven't already, we'd encourage you to explore what Hugo can do today: https://youtu.be/1mvxig8PA80
On PDF cropping. You were right to flag this, and we apologise it took longer than it should have. This has now been fixed and PDF data sources are processed in full.
On the Hugo migration. We acknowledge this transition was not handled as smoothly as it should have been. Deactivating existing workflows without clear notice was disruptive, and we own that. The new system delivers significantly better outcomes, but the path to get there should have been clearer.
On customisation and language. The Hugo interface is now fully translated, including French. Customisation of escalation messages is actively on our roadmap, and we appreciate your patience on this point.
On support quality. We are genuinely surprised to hear this, as we have been continuously expanding our team with agents available globally, 24/5. We would very much like to understand what specifically felt worse, please reach out to us directly (support@crisp.chat) so we can investigate.
We hope you'll give Crisp another look before making your final decision. We'd be glad to speak with you directly.

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Thank you for sharing your experience — we take both support responsiveness and product reliability seriously, and your feedback is noted.
On support delays. We understand how frustrating it is to wait several days for a resolution, and this is not the standard we hold ourselves to. We apologise for the experience and are actively working to improve response times.
On the AI Crawler and your knowledge base. We hear you. In March 2026, we rolled out a fully rebuilt AI Crawler, designed to handle a significantly wider range of website architectures — including modern frameworks such as Next.js. We would encourage you to give it another try, as the experience should be meaningfully different from what you encountered.
On data sources more broadly. We also want to clarify that Hugo, our AI agent, is not limited to website crawling. You can enrich its knowledge base with PDFs, CSVs, and even connect it directly to your own API via MCP server — giving it access to real-time, company-specific data. This may open up options that weren't available to you before.
We'd genuinely like to help you get a setup that works. Please reach out to our team and we'll make sure your case is handled with the attention it deserves.

Our latest product update is visible here: https://crisp.chat/en/blog/march-2026-product-update/

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Thank you for taking the time to share your feedback. We understand this situation was frustrating, particularly after investing time and resources into evaluating our platform.
We want to be transparent: Crisp operates at a scale of over 250 million end-users per month, and maintaining the integrity of our platform is a responsibility we take seriously. As a result, we apply automated safeguards in certain industries that are statistically associated with fraudulent activity. These measures exist to protect both our infrastructure and the businesses that rely on us every day.
When an account is flagged, we request legal documentation to complete a straightforward verification process. In your case, this information was not provided, which is why the account remained suspended. The process is not intended to be obstructive — it is a necessary step for accounts operating in regulated or sensitive sectors.
We genuinely regret that this created a poor first impression. If you are willing to complete the verification, we would be happy to review your account promptly and get you up and running. Please reach out to our team directly and we will personally ensure your case is handled without further delay.

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Thank you for taking the time to share this — the issues you describe are ones we take seriously, and we want to respond honestly.
We are aware that a subset of users experienced performance degradation, including slowdowns and instability, which in several cases was traced back to a conflict with dark mode rendering. This has since been addressed, and we would encourage you to test the platform again if you have not done so recently, as the experience should be noticeably improved.
On the support experience — we hear you, and we are sorry. We are making significant investments in our human support team, with agents available globally around the clock, precisely to ensure that technical issues are handled with the depth and competence they require. It is clear that your interactions did not reflect that standard, and that is something we are actively working to correct.
We would welcome the opportunity to work through your remaining issues directly with you. Please reach out to us and we will ensure your case is handled by someone with the technical context to actually resolve it.

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Thank you for sharing your experience. We would like to address your points directly and transparently.
Boosting services — platforms that artificially inflate followers, likes, views, or engagement — are explicitly prohibited by the terms of service of every major social media platform, including Facebook, YouTube, and Instagram. As a result, we do not support businesses operating in this space, regardless of their size. This is not an arbitrary decision; it is a matter of platform integrity and legal compliance.
We understand your frustration regarding perceived inconsistency. We cannot comment on the status of other accounts, but we want to be clear: the enforcement of this policy is not based on the size of a business or the revenue it represents to us. When violations are identified, action is taken. The timing of that identification may vary, but the standard does not.
We regret that the communication from our support team did not reflect the professionalism we expect. The policy itself stands, but the way it was explained to you should have been clearer and more respectful, and we take that feedback seriously.
We are not in a position to reverse this decision, but we hope this response at least provides the clarity that was missing from your earlier interactions with us.

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Thank you for your feedback. We understand your frustration and would like to provide some clarity on the situation.
The verification process you encountered is not arbitrary. Crisp serves over 250 million end-users every month, and we have a responsibility to ensure our platform is not misused — particularly in industries where fraudulent activity is prevalent. When accounts are flagged, we request documentation as part of a standard due diligence process, which is common practice for platforms operating at this scale.
We acknowledge that the experience of being asked for company documents without sufficient explanation is uncomfortable, and we are sorry the communication around this did not meet your expectations. That said, these requirements exist to protect all businesses on our platform, including yours.
Regarding the NDA concern — we are open to discussing alternative arrangements for sensitive documentation. This is something our team can work through with you directly, and we regret that this option was not clearly presented during your interactions with support.
On the broader setup experience, we take your comments on guidance and responsiveness seriously. Our goal is to make onboarding as smooth as possible, and it is clear we fell short here.
If you are willing to re-engage, we would welcome the opportunity to resolve the verification process and ensure your project gets the support it deserves. Please reach out to us directly and we will prioritise your case.

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Thank you for your review and for the benefit of your 20 years of experience. We will try to make this worth your time.

On GDPR: Crisp is a French company, headquartered in Nantes, France — which puts us squarely under EU jurisdiction and among the most strictly regulated software companies in the world. All Crisp data is held on servers hosted in the European Union — messaging data in the Netherlands, plugin data in Germany.
We do not share or resell any user data, we do not use it for advertising, and our business model is solely based on paid subscriptions. We also maintain a fully signed Data Processing Agreement, a designated Data Protection Officer, and respond to all subject access requests within one week — well within the legal requirement. For anyone wishing to verify this, the full details are available here: https://help.crisp.chat/en/article/whats-crisp-eu-gdpr-compliance-status-nhv54c/

The suggestion that our practices "tread the line between illegal and legal" is a serious claim, and we would welcome any specific evidence to support it — particularly from someone with such extensive expertise in the field.

On cancellation: our subscription can be cancelled directly from the dashboard at any time, without contacting support. We are happy to clarify the steps if needed.
We hope this provides the technical reassurance you were looking for.

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Don't know much what to say here, we have a customer support open 24/5 so if you haven't even tried to reach out to us, did you even want to use our solution?

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Thank you for your feedback. We are sorry the experience did not meet your expectations.
What you encountered was our AI agent handing off to a human agent — a transition that does not always happen instantaneously, as our team operates across time zones and handles a high volume of conversations. We acknowledge that the handoff message set an expectation we did not meet quickly enough in your case, and that is something we are actively working to improve.
That said, we want to be transparent: like most support teams, ours operates within response windows rather than guaranteeing an immediate live connection. We are continuously expanding our team to reduce wait times, and we regret that your first impression of Crisp was shaped by this gap.
We would be happy to make it right — please reach out again and we will ensure you get the assistance you need.