Bird vs. Customer.io

MessageBird seems to me a very useful tool for the times we are living [in] and the paradigm shift in corporate communications in all industries. It is very good at exchanging information and plain text. It works with some difficulty for sending images and other functionalities that the real WhatsApp application has, but the client on the other side does not know about this and sometimes sends information such as location that it is not possible to obtain.

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Talking from the perspective of a marketer at a SaaS with average. 50K email subscribers, Customer IO has been an excellent tool for us. Our requirements include sending users newsletters, marketing emails, and transactional emails, running lead-nurturing campaigns, and more. For a comprehensive use case like ours, CustomerIO is great. While it also has a learning curve, when you have such requirements, it’s worth it. I don’t think CustomerIO is the best fit if you have basic requirements like only weekly newsletter emails.

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• Call reminders and follow up incl reviews
• Easy for the client to access the call without needing to download software
• Customizable branding

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• Managing users, attributes and events. You are easily able to modify any user, based on their ID, and add or remove attributes, assign events to them. That makes it very easy to segment later and to assign them to several campaigns based on behavior. Just a warning: this integration isn't so easy (at least it wasn't for us).
• Creating workflows of campaigns is very easy. You can quickly create behavioral campaigns based on attributes, segments and add elements to the workflow. You can send an email, then wait, then send another, then exit the campaign if they converted, etc. The workflow is easy to configure and very powerful for automation.
• We don't use many email templates (we make them in MJML) but it's very easy to add senders, to change templates and in general to test designs.
• Deliverability works very well, at least for us. It sends emails pretty fast and without issues.
• Exporting is very quick and easy. Importing wasn't a feature until recently, but it works well too.
• Seeing activity it's also useful. In general, logs are awesome (be it of a customer, of activity on the site, email sends, etc.).
• We don't use environments, but it might be very useful for a bigger company.

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• SMS authentication is pricey (like other players)
• Lack dedicated SMS phone numbers for Brazil

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• Price is quite expensive for Premium or once you get into high volumes of contacts.
• Depending on how you'll use it, it may require some help from developers to set up.
• Despite the support being great, you have to email them, there's not chat feature.

Super intuitive and easy interface to start off with. There are not a lot of guides and the documentation is helpful but not super extensive, but even if you're a little technical, you can easily figure most of the things out by yourself. Everything is super easy to start with and the platform does not overwhelm you with a lot of options, or data.

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My experience with their support team has always been great. Very quick to respond, have an online chat, and are very helpful. They helped me resolve any issues I've had every time in a professional and knowledgeable manner. We've now switched to another tool, and I can't even compare the service level we get there to customer.io

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Regarding WhatsApp Business, it is a very useful tool because templates can be programmed for the entire organization and clients can also be referred to other users in order to decongest an agent who can become quite busy. Otherwise there would be no way to serve you through two agents and you could have a bad end user or customer experience.

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Customer.io was really the first pure, full-featured drip email program on the market and as far as I know, it's still the simplest and best overall for that specific function. SendGrid has also added drip campaign features, but I would seriously evaluate Customer.io against any other drip email provider because they really have all the key elements you need to make it work.

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• Easy video calling for scheduled appointments has meant customer retention as they don't need specific software etc to have a call.
• Negative impact whilst our internet has been slow as I've been unable to use the product well as dial in to the call using a phone option.
• Emails reminders has meant more clients turning up for the calls leading to retained income and happier customers.

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• Positive impact on the sales side. I'm not sure about the specific ROI (you have to include the designer and the time it takes to set up) but you certainly get back the investment in a few months, once you are able to scale your email marketing.
• Customer experience is way better by having more segmented, contextual and accurate messages sent to them.
• Integration is costly and it will take several days or weeks to be fully achieved. Expect to invest some money on this.

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