Crisp vs Salesforce Service Cloud
Crisp and Salesforce Service Cloud, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Crisp
The AI customer support platform for every business. Omnichannel shared inbox plus AI agent.
Best for SMBs and growing teams wanting affordable all-in-one AI support; bootstrapped companies.
2015 · Nantes, France.
Salesforce Service Cloud
Enterprise customer service platform with autonomous AI agents (Agentforce) and CRM integration.
Best for Large enterprises on Salesforce needing CRM-unified service at scale with AI.
Salesforce 1999; Service Cloud 2009. · San Francisco, CA, USA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- CrispFlat rate per workspace/mo, not per-seat (extra seats $10/mo each).
- Salesforce Service CloudPer user/mo; annual contract billed upfront.
- Free plan
- CrispYes. Forever free; 2 seats, 100 profiles, no AI credits.
- Salesforce Service CloudNo standalone free plan; Foundations gives Enterprise 200k Flex Credits free but needs a paid license.
- Free trial / guarantee
- Crisp14-day; all features; no card.
- Salesforce Service Cloud30-day free trial, no card.
- Price
- Crisp$45/mo (Mini, 4 seats, 5,000 profiles, ~$5 AI credits). · $95/mo (Essentials, 10 seats, 50,000 profiles, ~$25 AI credits). · $295/mo (Plus, 20+ seats, ~$75 AI credits); Enterprise custom.
- Salesforce Service CloudStarter Suite $25/user/mo (annual; max 10 users). · Pro $75–100; Enterprise $150–175/user/mo. · Unlimited $300–350/user/mo; Agentforce 1 Service ~$500–550 (all-in).(3rd-party)source
- Seat minimum
- Crisp2 (Free); 4 (Mini); 10 (Essentials); 20+ (Plus); extra seats $10/mo.
- Salesforce Service Cloud1 (Starter); no stated minimum on higher tiers.
- Unlimited agents
- CrispNo. Extra agents $10/mo.
- Salesforce Service CloudNo seat cap on Pro/Enterprise/Unlimited; Starter caps at 10.
- Implementation fee
- CrispNone.
- Salesforce Service CloudNot disclosed in list; estimates of $50k–150k+ for mid-large.(3rd-party)source
- Transparency
- CrispHigh. All tier prices public.
- Salesforce Service CloudLow. Base tiers listed; AI, digital engagement (+$75/user), voice (+$50/user), success plans quoted separately.
Channels
Where each tool can talk to customers.
- CrispNative
- Salesforce Service CloudNative
- Live chat
- CrispNative
- Salesforce Service CloudNative (Messaging for In-App and Web).
- In-app messenger
- CrispNative (SDK iOS/Android/React Native/JS)
- Salesforce Service CloudNative (Messaging In-App; incl. Unlimited, add-on on lower tiers).
- Voice
- CrispVia integration (Aircall, Ringover, KrispCall; no native phone)
- Salesforce Service CloudNative (Service Cloud Voice; Amazon Connect or partner; add-on).
- SMS
- CrispVia integration (Twilio)
- Salesforce Service CloudAdd-on (Digital Engagement +$75/user/mo; per-message fees).
- CrispNative (WhatsApp Business)
- Salesforce Service CloudAdd-on (Digital Engagement; message credits).
- Social
- CrispNative. Instagram, Messenger, Telegram, Line, Viber, Twitter/X.
- Salesforce Service CloudAdd-on (FB Messenger, X, Apple Messages, LINE via Digital Engagement).
- Unified inbox
- CrispNative
- Salesforce Service CloudNative (Omni-Channel into single console; cross-channel history needs config).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- CrispVia integration. Aircall/Ringover/KrispCall; no native PSTN.
- Salesforce Service CloudNative. Service Cloud Voice in console; Amazon Connect default; BYO telephony (Vonage, Talkdesk, Five9).
- Voice AI / transcription
- CrispYes. Voice-to-text for audio messages and recorded calls.
- Salesforce Service CloudYes. Real-time transcription, AI case auto-creation, next-best-action on calls.
- Telephony billed separately
- CrispYes. Via third-party provider.
- Salesforce Service CloudYes. Voice add-on ~$50/user/mo; Amazon Connect usage separate (~$0.12/min).(3rd-party)source
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- CrispYes. Hugo AI agent resolves tickets 24/7.
- Salesforce Service CloudYes. Agentforce (Atlas Reasoning Engine): multi-step planning, RAG, tool execution, self-reflection; resolves cases autonomously.
- Copilot / Assist mode
- CrispYes. Reply suggestions, grammar, rephrasing, summarization, transcription, translation.
- Salesforce Service CloudYes. Agentforce Assistant (ex Einstein Copilot): reply suggestions, case summaries, next-best-action, article recs.
- Claimed automation rate
- CrispResolves up to 60% of repetitive questions automatically.(claimed)source
- Salesforce Service CloudUp to 85% of queries without a human; 86% in a pilot; projects 50% of cases industry-wide by 2027.(claimed)source
- AI channel coverage
- CrispWeb chat, WhatsApp, Messenger, Instagram, email, SMS, Telegram, Line, Viber, Twitter/X.
- Salesforce Service CloudChat/messaging, email, voice, web, in-app, WhatsApp, FB Messenger, SMS.
- Agentic actions (API) vs answer-only
- CrispActions via API. HTTP calls in workflows (Shopify refunds, order lookup, password resets).
- Salesforce Service CloudActions via API. Updates records, creates/closes cases, triggers flows, calls external APIs via topic actions.
- Knowledge sources
- CrispAnswer snippets, KB articles (auto-reindexed), website crawl, conversation history, file importer (PDF/CSV).
- Salesforce Service CloudSalesforce Knowledge, Data Cloud, CRM data, PDFs/images/videos via Context Indexing.
- Underlying model
- CrispNot fully disclosed. Can connect Claude, Llama, or ChatGPT; in-house private LLM mentioned.
- Salesforce Service CloudAtlas Reasoning Engine (proprietary orchestrator); model-agnostic. OpenAI GPT, Anthropic Claude, Mistral, local LLMs.
- Trains on past tickets
- CrispYes. Conversation history is a knowledge source.
- Salesforce Service CloudYes. Uses historical case data for classification, routing, replies; clean Data Cloud data required.(claimed)source
- Pre-deploy simulation / sandbox
- CrispWorkflow testing available; no dedicated simulation sandbox.
- Salesforce Service CloudYes. Agentforce Testing Center: multi-turn simulation, tool mocking, regression/batch testing, CI/CD.
- Multilingual
- CrispYes. Multilingual snippets, language detection, translation.
- Salesforce Service CloudYes. Real-time detection, translation, localization; Conversation Mining in FR/DE/IT/ES.
- Runs on your existing helpdesk vs native-only
- CrispNative only.
- Salesforce Service CloudNative only. Embedded in Service Cloud.(3rd-party)source
- AI pricing model
- CrispAI credits bundled per plan tier.
- Salesforce Service CloudChoose: $2/conversation (customer-facing); Flex Credits $500/100k (~$0.10/action); or $125/user/mo add-on.
- AI unit price
- Crisp~$0.055/automated conversation implied (Mini $5 credit ~90; Essentials $25 ~450; Plus $75 ~1,350).
- Salesforce Service Cloud$2.00/conversation or $0.10/action via Flex Credits ($0.005/credit).(3rd-party)source
- Copilot / Assist price
- CrispNot disclosed (bundled).
- Salesforce Service CloudAgentforce for Service $125/user/mo; Agentforce 1 Service (all-in) $550/user/mo.(3rd-party)source
How Open.cx compares
Open.cx runs on top of Crisp or Salesforce Service Cloudas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- CrispNot certified. No SOC2 audit; self-assessed only.
- Salesforce Service CloudSOC 2 Type II.
- GDPR
- CrispYes. Fully GDPR-compliant; DPA; EU-only storage; DPO.
- Salesforce Service CloudYes. Consent mgmt, data subject rights, EU BCRs; Hyperforce EU Operating Zone.
- HIPAA / PCI
- CrispNot disclosed.
- Salesforce Service CloudYes. BAA required; needs Salesforce Shield; shared responsibility.
- SSO / SAML
- CrispOIDC SSO (Enterprise); SAML not confirmed.
- Salesforce Service CloudYes. SAML SSO.
- Data residency
- CrispEU only. Messaging in Netherlands, plugin data in Germany; relay (no storage) US/UK/SG.
- Salesforce Service CloudYes via Hyperforce. US, UK, Germany, India, Japan, UAE, EU Zone; FedRAMP High.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Crisp~73 integrations across 7 categories.
- Salesforce Service Cloud10,000+ apps on AgentExchange (rebranded AppExchange); 1,000+ prebuilt Agentforce agents.
- Shopify depth
- CrispOrder history in inbox; refunds actionable; live chat widget; built-in ecommerce features.
- Salesforce Service CloudVia integration. No native connector; AppExchange connectors (eShopSync etc.) sync orders/customers/inventory.
- Open / public API
- CrispYes. REST API; Developer Hub.
- Salesforce Service CloudYes. REST (v67.0), SOAP, Bulk, Streaming, Connect APIs; OpenAPI 3.0 beta.
- Developer SDK / MCP
- CrispYes. Chat SDK (JS, iOS, Android, React Native); open-source on GitHub.
- Salesforce Service CloudYes. Salesforce DX, Lightning Web Components SDK, Apex.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- CrispYes. No-code visual builder; conditional logic, HTTP calls.
- Salesforce Service CloudYes. Flow Builder (no-code); Flow Orchestrator; Apex.
- Triggers / automations
- CrispYes. Auto-trigger on conversation start/events/Hugo scenarios.
- Salesforce Service CloudYes. Time-based, auto-response, escalation, auto-assignment, Einstein Classification.
- Routing
- CrispYes. Round Robin, origin-based, intent-based, custom rules.
- Salesforce Service CloudYes. Omni-Channel (skills/capacity/priority); Unified Routing for Voice.
- Macros / canned responses
- CrispYes. Shortcuts (templated, dynamic data).
- Salesforce Service CloudYes. Macros and Quick Text.
- SLA management
- CrispPersonalized SLA at Enterprise only; SLA tracking in analytics.
- Salesforce Service CloudYes. Entitlements and Milestones; FRT/resolution tracking; SLA pause; Agentic Milestones (Beta).
Collaboration
How support teams work a queue together.
- Internal notes
- CrispYes. Agent-only private notes.
- Salesforce Service CloudYes. Case Comments (public/private); private Chatter posts.
- Collision detection
- CrispYes. Real-time alerts when another agent is replying.
- Salesforce Service CloudNot disclosed. Not documented; community requests suggest it is not native.
- Side conversations
- CrispNot disclosed (@mentions exist).
- Salesforce Service CloudYes. Via Slack Swarming from a case; Chatter feed; not a dedicated thread feature.
- Shared inbox
- CrispYes. Omnichannel shared inbox.
- Salesforce Service CloudYes. Omni-Channel shared queue-based workspace.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- CrispYes. Customizable, brandable, multilingual.
- Salesforce Service CloudYes. Salesforce Knowledge; versioning; Knowledge Maps (Spring 26).
- Help center
- CrispYes. Public-facing, widget plus standalone URL.
- Salesforce Service CloudYes. Via Experience Cloud (separate licensing).
- Community forum
- CrispNot offered.
- Salesforce Service CloudYes. Via Experience Cloud customer communities.
- AI answers from knowledge base
- CrispYes. Hugo uses KB articles as primary source.
- Salesforce Service CloudYes. Einstein article summaries; Quick Chat AI answers from articles; Article Recommendations.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- CrispYes. Line/bar/treemap/heatmap, operator performance, geo, ratings.
- Salesforce Service CloudYes. Real-time case/SLA/agent dashboards.
- Custom reports
- CrispYes. Custom analytics playground; filtering; formulas; export.
- Salesforce Service CloudYes. Custom report builder; from Enterprise upward; Starter/Pro limited.
- Included in lowest tier
- CrispAnalytics across plans; advanced gating not disclosed.
- Salesforce Service CloudBasic reporting in Starter; advanced needs Enterprise+.
- CSAT surveys
- CrispYes. Automated post-interaction CSAT via email and chat.
- Salesforce Service CloudYes. Feedback Management (Salesforce Surveys): CSAT and NPS post-case.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- CrispSelf-service all tiers; dedicated onboarding plus training at Enterprise; Plus gets onboarding assistance.
- Salesforce Service CloudTrailhead (free); in-app setup (Starter); Premier Onboarding in Premier/Signature plans; certified SI partners.(3rd-party)source
- Support channels
- CrispKB; chat; email. Per-tier channels not disclosed.
- Salesforce Service CloudStandard: case + Trailhead; Premier: 24/7 phone+online; Signature: proactive + dedicated CSM pool.(3rd-party)source
- Dedicated CSM
- CrispEnterprise only. Dedicated onboarding/personalized service.
- Salesforce Service CloudSignature Success Plan. Dedicated CSM pool; pricing not disclosed.
- Implementation partners
- CrispNot disclosed. No partner program found.
- Salesforce Service CloudExtensive. Thousands of certified SIs (Accenture, Deloitte, Cognizant).(3rd-party)source