Crisp is a popular European support tool: a shared inbox, chat widget, knowledge base, CRM, campaigns (email, SMS, WhatsApp, chat) and its own AI suite (Hugo AI agent, MagicReply, MagicType). It's a solid general-purpose support desk for small business. Looma comes at the task from a different angle: it's not "another helpdesk" but a bundle of AI chat + smart search + remarketing that understands your catalog and works for store conversion. Below: a quick take on each, two things only Looma does, a full feature table, a pricing comparison and a verdict.

The main difference

Crisp is strong as a general-purpose support desk for a small team: a shared inbox, knowledge base, campaigns and a tidy AI helper inside conversations. If you need a solid, GDPR-friendly all-in-one support tool — Crisp is good in that role.

Looma is strong where the goal is to get more visitors to buy. It doesn't just reply in chat — it understands your catalog and picks products by meaning, catches customers in search and brings back those who left without buying. It's a sales tool, not a support desk. Two things set Looma apart fundamentally — and neither is part of classic chat platforms like Crisp.

1. Smart search — the advantage chat platforms don't have

This is the key thing to understand. The AI in Crisp (Hugo, MagicReply, the Overlay search widget) works with your knowledge base and help articles — Overlay searches your helpdesk content, not your product catalog. Crisp has no on-site product search. And that's exactly where a store loses the most money, quietly and invisibly.

Picture it: a customer ready to buy types a query with a typo, in another language or in their own words — and sees an empty screen. To them the store simply "doesn't have" what they came for, even though it's in stock. They leave for a competitor, and in analytics you only see "0 results".

Looma adds smart search on OpenSearch + AI to the chat: it forgives typos, understands synonyms, translates and searches by meaning rather than exact string match. The same AI that answers in chat also suggests products in the search bar. The customer types however they can — and still finds it. Crisp has no separate product search, so that leak just stays open.

2. Customer recovery — remarketing, not just chat

The second thing. Crisp does have Campaigns — email, SMS, WhatsApp and chat broadcasts with segmentation, and that's worth acknowledging honestly. But it's general marketing automation driven by CRM rules, not behavior-based e-commerce remarketing tied to the catalog: "added to cart and left", "browsed a category and dropped off". Looma works at exactly that level.

Looma analyzes customer behavior — what they viewed, what they added to the cart, where they dropped off — and helps bring them back: it captures the contact (a lead) even when the operator is offline, and fires return triggers (an email or a Telegram/Viber message) at the right moment. So it's not only "answer now" and not just a broadcast to a list, but winning back someone who almost bought, based on their actions in the store.

Together, search and recovery close the two biggest leaks in a store — at the entrance (didn't find it) and at the exit (left without buying) — which a general-purpose chat doesn't do on its own.

Where Crisp is strong

Let's be fair: Crisp is a mature general-purpose support desk with an appealing entry price. If you need a shared inbox, knowledge base, campaigns, CRM and broad multichannel for a fixed per-workspace fee — Crisp feels confident, especially for SMBs outside e-commerce. Looma focuses narrower: online-store sales through chat, search and customer recovery.

Full feature comparison

Crisp data is as of 2026-10-03; verify current features and prices on Crisp's official site.

Pricing

Crisp (as of 2026-10-03): a free plan (2 seats, basic chat, no AI credits); Mini — $45/mo (4 seats, ~$5 in AI credits ≈ 90 AI conversations), Essentials — $95/mo (10 seats, knowledge base + AI bots, $25 in AI credits), Plus — $295/mo (20+ seats, full AI suite, $75 in AI credits and white label). Priced per workspace; extra seats are +$10/agent, on Plus only. So full-featured AI effectively only unlocks on the Plus plan.

Looma: fixed plans — Starter $29/mo, Growth $59, Business $149, Enterprise on request. Plans scale with your catalog size and number of channels, not per operator (unlimited operators on every plan). AI conversations and search run on credits included in the plan. The key point — smart search and customer recovery are part of the platform, not separate add-ons like the competitors’ AI. Calls from the site and messengers are free for operators; the AI that answers by voice costs 17 credits per minute. Current plans are on the pricing page →

Which to choose

Want to see Looma as a whole — chat, search and analytics in one tool? Start here: What is Looma → or the guide to online chat for online stores →