Constantly evolving and keeping up with the right trends Easy to use and setup
October 28, 2025

Constantly evolving and keeping up with the right trends Easy to use and setup

Rick Botha | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Respond.io

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)
  • 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.
The platform is very very user friendly. The only reason that I choose to give the platform an 8 out of 10 is that because of how highly configurable it is, it may seem overwhelming at times.

There are also times when new features are punted in the dashboard, but they are nowhere to be found.

Do you think Respond.io delivers good value for the price?

Yes

Are you happy with Respond.io's feature set?

Yes

Did Respond.io live up to sales and marketing promises?

Yes

Did implementation of Respond.io go as expected?

Yes

Would you buy Respond.io again?

Yes

It is really well suited for tracking the history of communication with a particular customer across any variety of channels in which engagements may happen. A customer may contact us via email to start, then ask last minute questions via WhatsApp, and then at some stage, may even give us a call on the VOIP line to discuss a matter. All of these interactions are recorded in a single unified inbox that is easy to understand.

Respond.io is not suited for a call centre environment where records need to be kept of the calls (recording), or where a variety of other VOIP features are required.

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