About Crisp

Crisp is an online supermarket aiming to make quality groceries reachable for a broader audience. Earlier this year, Crisp managed to land a 30 million euro investment. The growth capital is going to be used to create a sustainable and fully electric fleet, and to optimize the supply chain.

Challenge – Implementing a successful messaging first strategy

Crisps target audience is young and busy. For this reason, implementing primary communication channels suchs as phone and email didn’t make any sense. Therefore Crisp went looking for other means of communication and found this in WhatsApp.

Solution – Building a customer journey around moments that matter

At Crisp, it is about ensuring all contact moments in the customer journey matter and they are adding value to the relationship with their customer. Crisp engages proactively with their customers from the moment someone places an order, and keeps customers in the know about expected delivery times. Customers can also contact Crisp about service related issues.

Impact – 95% of customer contact via WhatsApp

Almost 95% of customer contacts are floating via WhatsApp and are handled through Saysimples API. Every contact is logged in a CRM so that agents are able to build truly personalized customer experiences.