eGain vs. Crisp Customer Messaging Platform: Live Chat Solution Comparison 2025

Overview: eGain and Crisp Customer Messaging Platform as Live Chat Category solutions.

eGain and Crisp Customer Messaging Platform are live chat solutions with distinct strengths. eGain excels in engagement and knowledge management, supporting primary business functions like scaling best practices with a focus on large enterprises in consumer-centric industries. Crisp focuses on helpdesk management and offers robust support for IT and network security segments, catering to a diverse user base through strong integration capabilities. Businesses should consider their specific needs for engagement, industry focus, and support preferences when choosing between these platforms.

eGain: eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

Crisp Customer Messaging Platform: Crisp offers a comprehensive messaging platform for startups and SMBs, covering sales, marketing, and support. Features include a knowledge base, team inbox, chatbot, and CRM.

eGain and Crisp Customer Messaging Platform: Best Use cases based on the customer satisfaction data

eGain

4.5

AI Powered

Crisp Customer Messaging Platform

4.6

AI Powered

Key Capabilities Supported

eGain facilitates engagement management and knowledge sharing, which suits large-scale organizations. read more →

Crisp Customer Messaging Platform focuses on helpdesk and social media management, aiding smaller teams. read more →

Business Goals

eGain helps businesses scale best practices and enhance customer relationships effectively. read more →

Crisp Customer Messaging Platform prioritizes customer acquisition and improving communications. read more →

Core Features

eGain offers customizable reports and advanced analytics, featuring AI-powered insights. read more →

Crisp Customer Messaging Platform integrates well with existing systems, with emphasis on analytics. read more →

Vendor Support

eGain provides robust 24/7 support, catering to complex operational needs. read more →

Crisp Customer Messaging Platform ensures efficient support primarily through chat and email. read more →

Segments and Industries

eGain serves consumer electronics, consumer goods, utilities, and telecommunications industries. read more →

Crisp Customer Messaging Platform supports IT and network security sectors. read more →

Operational Alignment

eGain integrates into the workflows of large enterprises due to its comprehensive management capabilities. read more →

Crisp Customer Messaging Platform aligns well with IT firms and internet companies. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Security & Privacy Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Migration Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for eGain and Crisp Customer Messaging Platform

What benefits does eGain and Crisp Customer Messaging Platform offer for Engagement Management?

Egain and Crisp Customer Messaging Platform both help companies engage with customers. Egain offers a comprehensive customer engagement hub that provides a unified view of customer interactions across multiple channels and provides tools for managing, reporting, and analyzing data. Crisp Customer Messaging Platform focuses on streamlining communication, enabling direct interaction with customers through various channels and tracking interactions in one place. However, Egain offers more advanced features for personalized engagement and data analysis while Crisp focuses on ease of use and direct customer interaction. Egain is a more complex and robust solution, while Crisp offers simplicity and ease of use, with limitations in advanced features for analyzing and personalizing customer interactions.

"...CEH [ Customer Engagement Hub ] will foster personalized engagement with customers across all interaction channels, including social, and reach across all departments in the enterprise...." Peer review by Gartner, Gartner

"...If any customer share their email then after leaving the website chat history delivered to their email and you can also engage them again via sending simple 'Hi' message on chat...." Peer review by Neha S, Sales Manager, Telecommunications

How does eGain and Crisp Customer Messaging Platform facilitate Helpdesk Management?

Egain focuses on transforming call centers into multichannel hubs with features like survey tools and adapters for various systems. Egain aims to reduce call center traffic by offering self-service options and digital channels. Crisp provides an easy-to-use helpdesk platform that integrates with chat and offers features like multi-language support and automation tools. However, Crisp’s helpdesk has limitations, including the lack of password protection for access.

"...Over the last few years, the customer interaction center had evolved from a phone-only call center to a multichannel contact center that was responsible for serving a customer base of 5 million roughly half of whom chose email to interact with the company. ..." Case Study Replacements

"...For an easy low price, Crisp gave us the segmentation and automation tools from Intercom, as well as the customer chat from Intercom, the help center from Freshdesk, and the ability to view a users screen from Upscope......" Peer review by Anonymous Reviewer, Computer Software

What Are the key features of eGain and Crisp Customer Messaging Platform for Knowledge Management?

Egain and Crisp Customer Messaging Platform both offer knowledge management systems that allow users to create and access help articles. Egain’s system is designed to integrate with other self-service capabilities, while Crisp’s platform focuses on providing a centralized hub for knowledge base systems, chat, and other customer support tools. Egain’s knowledge management system is more comprehensive, offering advanced features like knowledge agent empowerment and multichannel integration. Crisp's system has a simpler interface and lacks features such as subcategory management.

"...New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists...." Peer review by John Ragsdale, Vice President of Technology Research, Technology Services Industry Association

"..., their co-browsing feature is excellent On the HelpDesk and Knowledge Base side, I would like to recommend Kayako or HelpScout...." 9 Best Intercom Alternatives for Customer Messaging in 2019: Drift, Crisp