An application that has continued to lose value
September 10, 2020

An application that has continued to lose value

Mike Monteiro | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zipwhip

We currently only use Zipwhip within two departments. One that uses it to outbound text customers once they sign up for a tour automatically, which is a nice feature and one for inbound texts to a toll-free number. The department that uses it for automatic texting also uses it for conversations with their college-age customers who prefer that method of communication.
  • API to allow triggered text messaging.
  • Tied to a direct phone number that people can also call.
  • Easy to track a conversation in a thread.
  • Very painful customer service and account management. We originally used this throughout the whole organization, but due to issues with their account management and service, we moved most away from it.
  • Overpriced for what it offers when other services offer both text and voice for a lower cost
  • Mobile app and desktop app did not always received texts in real time.
  • They out of the blue raised the price 300% on us that negatively impacted the budget we had planned out for the year.
  • Initially it did help increase contact rates.
  • Time consuming and hard to manage.
We mainly use EZ Texting to bulk text when needed and we use Dialpad for our 1 on 1 communications via text now. Our voice is through Dialpad so it is a lot more efficient for agents to be in one place for all manners of communication. EZ Texting allows us to bulk text where Zipwhip did not allow us to do that
It always took many emails to get an issue resolved, no matter how complex or easy the issue was. Wasted a lot of time on things that didn't need time wasted on. The account management piece could never keep our accounts straight and we frequently had to request they update something each month.
It was very easy for users to use, straight forward, and user friendly. The desktop app is very basic but easy to reply to an incoming text, but the user had to know to allow Chrome notifications to see new incoming text via the web browser, which is how they mainly used it.

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I really dislike Zipwhip, especially now that there are so many more options out there. If you are still using a landline or a desk phone, but need the ability to receive/send text messages from your phone number, this would work well for you still. Besides that, I can't see many reasons to use this product anymore. Things like EZtexting offer these same functions and more. Or even better, Dialpad offers the voice and text options for one price.