Case Study: Reedsy reduces support response times with Crisp

How Reedsy’s remote team uses Crisp to reduce response times and enhance customer interactions with AI-driven insights

Reedsy, a fully remote team of 50 supporting authors and publishers, was looking for a more effective way to manage customer support and improve response times. After evaluating alternatives to Intercom and Zendesk, the company chose Crisp, using its omnichannel messaging platform and AI-powered support tools to help agents work faster and provide more personalized assistance.

With Crisp’s AI-driven Magic Replies, no-code chatbot builder, and centralized customer data view, Reedsy streamlined conversations and created context-aware message flows based on user behavior. The result was a drop in average support response time from 23 minutes to 18 minutes, along with better engagement, stronger personalization, and more efficient support for customers completing their publishing journeys.

Reedsy

Emmanuel Nataf

Reedsy