Respond.io

Score9.7 out of 10

16 Reviews and Ratings

What is Respond.io?

Respond.io is a business messaging platform from the Hong Kong based company of the same name, that connects customers from any channel to every team. As consumers grow to demand personal communication on a wide variety of channels, businesses are looking to their software vendors and partners to innovate and deliver these customer experiences. Respond.io is designed to meet this challenge, simply.

Categories & Use Cases

Media

Screenshot of Unified Contact Management. This is the location to manage all customer profiles on a single page and track their details across all connected messaging channels. Merge, filter, or edit contacts from one centralized location.

Screenshot of the Omnichannel Messaging Inbox. A single customer story containing every message, call, email, web chat and internal discussion.

Screenshot of the Supervisor Dashboard. It is a daily dashboard for managers to pick up on conversation or agent anomalies at a glance. Identify conversations that have been on hold or unresolved for too long and monitor agents’ performance and workload in real time.

Screenshot of Mobile Messaging. The native mobile app can be used to sell and chat with customers on the go.

Screenshot of workflows. These automate tasks and streamline processes with customizable workflows, boosting efficiency and ensuring smooth operations by handling repetitive tasks.

Screenshot of Data-Driven Insights. These comprehensive reports track key metrics, monitor trends and visualize performance data. Viewers can analyze conversations and team productivity.

1 / 6

Screenshot of Unified Contact Management. This is the location to manage all customer profiles on a single page and track their details across all connected messaging channels. Merge, filter, or edit contacts from one centralized location.

#1 most frequent

Professional, Scientific, and Technical Services

6.0%

82 installations of 1,375

#2 most frequent

Administrative and Support and Waste Management and Remediation Services

3.2%

44 installations of 1,375

#3 most frequent

Information

3.1%

43 installations of 1,375

Verified User

Engineer in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

We use it as a multi-platform chat manager, to manage technical support tickets, by carrying out all the management in a single platform we avoid having several apps or pages open, which we did previously, optimizing time and productivity. Likewise, the ease of use has made it easier for us to implement it in the company.

Pros

Multi-platform chat management
Technical support ticket management
Call service

Cons

Multimedia management, specifically video playback
Duplicate chats appear as if they were different contacts on the client's part

Return on Investment

Increased the average number of customers served simultaneously.
Improved time management, impacting operating time.

Usability

Alternatives Considered

Avaya Call Center Elite and Voximplant

Other Software Used

Voximplant, TeamViewer, Dropbox, Evernote, Google Drive

Jefferson Pinzón Ortiz View profile

Ejecutivo de venta directa in Sales at TRAVELKIT (11-50 employees employees)

Use Cases and Deployment Scope

Respond.io is the lead management platform we use at the company to receive, filter, and respond to conversations generated by the marketing team. Its usability and reliability keep us focused, we have the support team's support, and we can focus on improving our service to reach more people and convert more sales month after month.

Respond.io es la plataforma de gestión de LEADS que utilizamos en la compañía para recibir, filtrar y atender las conversaciones atraídas por el equipo de mercadeo. Su usabilidad y confiabilidad nos mantienen enfocados, tenemos el acompañamiento del equipo de soporte y podemos concentrarnos en mejorar nuestra atención para llegar a más personas y convertir más ventas mes a mes.

Pros

Initial service bot, easy to set up and very useful for sending customers to self-service.
Recapture management, I can select the leads I want to follow up with and send an easy-to-configure template.
Lifecycle: This allows me to keep track of hot leads and easily filter conversations based on their importance in the sales process.
Bot de atención inicial, es fácil de configurar y muy util para enviar a los clientes a autogestión.
Gestión de recapturas, puedo seleccionar los leads a los que quiero hacerles seguimiento y enviar una plantilla fácil de configurar.
Ciclo de vida: me permite tener al alcance los LEADS calientes y filtrar fácilmente las conversaciones de acuerdo a su importancia en el proceso de ventas.

Cons

Call management: I'd like to have calls at hand on the platform. This is something we need to make it easier for advisors to manage.
Better trained AI agents
Reporting in general, although we have what we need, it would be nice to have access to more detailed reports on the management carried out by the advisor.
Gestión de llamadas: me gustaría tener a mano las llamadas en la plataforma. Es algo que necesitamos para facilitar la gestión de los asesores
Agentes de IA con mejor entrenamiento
Reportería en general, aunque tenemos lo que necesitamos sería bueno acceder a reportes más detallados de la gestión realizada por asesor.

Return on Investment

Ease of use = agents focused on what really matters
High conversion due to clarity in filters, I know who to pay attention to
Economical in terms of its benefits.
Facilidad de uso = agentes enfocados en lo que realmente importa
Conversión alta por claridad en los filtros, se a quien prestarle atención
Económico de cara a sus beneficios.

Usability

Other Software Used

Bitrix24

Diego Mayorquin View profile

Ing en Teleinformatica in Engineering at SICAR (51-200 employees employees)

Use Cases and Deployment Scope

Respond.io allows us to centralize communication with our clients in a very optimal and user-friendly interface, giving support engineers the ability to handle more tickets simultaneously in an effective and efficient manner.

Respond.io nos permite centralizar la comunicación con nuestros clientes en una interfaz bastante óptima y cómoda, dándonos la facilidad a los ing de soporte de atender más tickets a la vez de manera efectiva y eficaz

Pros

Centralize multiple channels on a single platform: WhatsApp, Instagram/Instagram Messenger, Facebook Messenger, web chat, email, etc.
Respond.io allows us to configure AI agents to answer frequently asked questions, generate service tickets, and more.
Thanks to its interface and AI, it allows us to manage high volumes of messages.
Centralizar múltiples canales en una sola plataforma WhatsApp, Instagram / Instagram Messenger, Facebook Messenger, chat web, correo electrónico, etc
Respond.io nos permite que se configuren agentes de IA para responder preguntas frecuentes, generar tickets de servicio y demás
Nos permite gracias a su interfaz y a la IA gestionar altos volúmenes de mensajes

Cons

It would be a good improvement to have a preview of the channel workflow, in order to improve service flows
More detailed statistics in a dashboard, for internal improvements to our support workflow
Duplicate contacts; not having to merge them via +52 or +521 would be excellent and would save more time.
Seria una buena mejora tener una vista previa del flujo de trabajo del canal, para poder mejorar los flujos de atención
Estadísticas mas detalladas en un dashboard , para mejoras internas de nuestro flujo de soporte
Duplicidad de contactos , el no tener que fusionar por +52 o +521 estaría excelente ahorraría mas tiempo

Return on Investment

Thanks to Respond.io, the company has seen a 30% increase in sales, considering only new customers, and the flow of sales messages has increased by 60%.
Support cycles shortened by up to 50%
Automation of up to 30% in technical support tasks
Gracias a Respond.io la compañía a tenido incremento de ventas en un 30% considerando solo clientes nuevos , además el flujo de mensajes de ventas aumento en un 60%
Ciclos de soporte acortados hasta en un 50%
Automatización hasta en un 30% en tareas de soporte técnico

Usability

Rick Botha

General Manager in Corporate at Ceres Rail Company (11-50 employees employees)

Use Cases and Deployment Scope

We use Respond.io to communicate with our customers. It is used as a unified inbox to allow us to connect with potential clients, as well as existing clients, across various different platforms such as email, social media, VOIP, and so forth.

We also use it to manage WhatsApp Business API, which enables us to broadcast messages to our guests and keep people up to date.

Pros

Very easy onboarding process for a variety of different communication channels (easy to do yourself)
Detailed onboard of new clients with a white glove approach enabling a quick setup
Constantly innovating, updating, and listening to user feedback to provide a growing platform!

Cons

VOIP functionality is very basic, with room for for growth (but I know this is in the works)
It does not as yet provide integration with trip review platforms (TripAdvisor, Google Reviews, etc)

Return on Investment

The cost of the solution, as compared to our previous solution, has meant that we now pay 50% less than our previous solution for a MUCH superior offering.
We are able to have a single agent (versus multiple agents previously) in our busy season and they are able to keep up with the load of queries being sent through.
The setup time, and integration of new channels into the mix has meant that Respond.io keeps up with the market trends, and we don't have to search for other solutions to engage with our customers - This has saved major amounts of time.

Usability

Alternatives Considered

Trengo

Other Software Used

Zapier, FareHarbor

Robert Paulino De Los Santos View profile

HSEQ Manager in Quality Assurance at Enestar (11-50 employees employees)

Use Cases and Deployment Scope

By using Respond.io, we ensure that multiple people from our company can help costumers who need help without having to text them individually, and while each conversation is assigned to only one responsible team member, said member can reach out to other teammates in case extra help is needed. Our use case mainly covers customer support and technical assistance, as well as operational coordination.

Pros

Consolidates messages from different channels
Internal Collaboration Features, such as notes and mentions.
Automated Workflows to ensure problems are efficiently handled

Cons

Message Search Tools
Reporting Customization
Better Internal Comunications features such as a company chat

Return on Investment

Centralized Communications
Improved Customer Satisfaction by a 20%
Better Collaboration Across Teams

Usability

Alternatives Considered

Twilio and edna

Other Software Used

Bitrix24, Jotform

Respond.io

What is Respond.io?

Categories & Use Cases

Media

Most Frequent Users

Professional, Scientific, and Technical Services

Administrative and Support and Waste Management and Remediation Services

Information

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Related Products