Name: Responso
Author: Responso

Help Desk

Web and Video Conferencing

Customer Support

Interactive Application Security Testing (IAST)

Development

Audit

Board Management

Business Intelligence (BI)

Collaboration

Enterprise Legal Management

Transportation & Logistics

Enterprise

Accounting

Anti-Money Laundering (AML)

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

HR Management

Payroll

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

Application Delivery Controllers (ADC)

Bot Mitigation

Cloud Storage

Computerized Maintenance Management Systems (CMMS)

Data Mapping

Data Pipeline

Desktop Management

Desktop Outsourcing

Extended Detection and Response (XDR)

Fraud Detection

Hosted Virtual Desktop

IT Operations Analytics

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Interoperability

Network Performance Monitoring

Relational Database Management Systems

Smart Contracts

Tape Storage

Vulnerability Management

Workload Automation

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

Contact Management

Content Management

Contest Management

Digital Asset Management

Email Marketing

Gamification

Marketing Automation

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Multichannel Retail

Presales

Sales

Certificate Lifecycle Management

Database Security

GDPR Compliance

Security

Construction Accounting

Hotel Management

Loan Servicing

Vertical-Specific

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Responso is an intelligent autoresponder and multi-channel communication integration tool designed to enhance customer service in the eCommerce industry. It caters to businesses of all sizes, from small online stores to large-scale eCommerce enterprises. Responso is utilized by various professionals and industries, including eCommerce businesses, online retailers, customer service teams, sales and marketing professionals, and digital agencies.

## Key Features

According to the vendor, Responso acts as an intelligent autoresponder, efficiently managing customer inquiries and automatically sending replies to improve response rates and enhance the visibility of offers on platforms like Allegro and Amazon.

Responso seamlessly integrates with multiple marketplaces and platforms, allowing businesses to consolidate customer communication from various sources into one system. Users can effortlessly connect their accounts from platforms such as Amazon, eBay, Etsy, and Facebook, simplifying communication and facilitating streamlined message management.

The vendor claims that Responso offers automated actions triggered by specific rules and conditions. Users can automate tasks like assigning cases to agents, sending opinion requests, and labeling cases with tags. The system intelligently detects keywords in customer messages, initiating designated actions to optimize time management and operational efficiency.

According to the vendor, Responso provides advanced built-in reports and analytics, enabling businesses to analyze critical data related to their support team, customers, products, and sales. Users can access customizable and transparent charts to visualize data based on their specific requirements. The reports offer valuable insights into customer service performance, response times, and other essential metrics.

Responso seamlessly integrates with popular platforms and tools, including marketplaces like Amazon, eBay, Etsy, and Facebook, as well as eCommerce plugins such as WooCommerce. The vendor asserts that this integration empowers businesses to effectively manage all customer communications and orders from a centralized system.

The vendor states that Responso allows users to personalize autoresponder templates or create customized responses to address individual customer needs. This flexibility ensures that businesses can provide tailored and relevant replies to customer inquiries, fostering improved customer satisfaction.

According to the vendor, Responso enables users to set up rules and triggers to automatically send replies based on specific keywords or phrases. This feature ensures that customers receive prompt and relevant responses, ultimately enhancing overall customer experience.

Responso simplifies message tracking by centralizing messages and related order details in one panel, streamlining the process of tracking and responding to customer inquiries. This feature aims to enhance communication efficiency and prevent any customer messages from being overlooked or missed.

The vendor claims that Responso's automated actions and rule-based triggers greatly optimize time management by reducing manual intervention in customer service tasks. This allows businesses to allocate more time to strategic and value-added activities, ultimately increasing productivity and efficiency.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Responso

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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Responso

Overview

What is Responso?