Respond.io vs. Zendesk Suite

If you're looking to implement the WhatsApp business api for your official number in your product Respond.io is the solution to go because the truth is that there is no easy way and most of the providers will assume that you have developers in order to create your own implementation and many of the other solutions our there are not even close to Respond.io and they are usually expensive. Also, most of the Customer Service software out there will offer you the typical channel but will skip Whatsapp while Respond.io does the opposite (check it out for the free tier if you're not convinced).

Incentivized

One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

Incentivized

• Easy integration with WhatsApp business api, you just need a verified number
• The CRM for WhatsApp is easy to use very friendly and let you make follow-ups to your users
• They finally implemented the broadcast option where you can schedule broadcast messages to a specific list of users.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• You have to be patient with Respond.io since many features are still in development I wish they can make features faster
• In order to use WhatsApp business api you need a number that is provided by Twilio they also have implemented other number providers but it will be nice that they add more WhatsApp business number providers (since we have a US number instead of a Mexican number)

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

When we were implementing WhatsApp business api number in Bussi. We had 2 options the first Zendesk smooch.io and the second one a Twilio WhatsApp number. In the beginning, it seemed that Zendesk smooch.io was the option to go but the conversation was quite slow also the integration was easy but you needed to manage this conversation from zendesk which we were not completely sure about since it's more like a ticketing platform. Fortunately, we were looking and testing solutions until we found Respond.io, and even if they didn't have at the time the broadcast feature they let us know that feature was already in development so we felt that they were building a solution we were looking for so we decided to give them a few months and in those few months they built this feature and is a more dynamic way to answer customers than tickets so we decided to go with them.

Incentivized

Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Most options we saw before Respond.io needed a minimum number of messages, contracts, or costly integrations from the side of the vendor while Respond.io is actually helping you to integrate the product with no extra cost.
• Our users choose the communication channel they want so before we were losing leads and money because we were not able to attend this channel.
• It requires a $0 investment to implement or maintain from the side of the developer area so we use our technical resources to develop our main core product not a WhatsApp chat integration feature.

Incentivized

• We have been able to deliver IT accurately and onetime
• Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
• Zendesk Suite has allowed us to be more efficient in our every day operations

Incentivized