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Conversationa support

All your channels in one place

Whether you’re resolving issues or supervising agents, we have the tools for you

Consolidate instant messaging

Juggling between WhatsApp, Instagram, Viber, Telegram, LINE and multiple Facebook Pages? Organize messaging into a single inbox, analytics stack and automation engine.

Retain conventional contact points

Still need to maintain relationships over SMS, email and webchat? Add all your existing channels to work seamlessly together with instant messaging.

Integrate specialized channels

Have unique channels for your business niche? Add regional messaging apps, e-commerce platforms or others to work together with the rest of your support infrastructure.

Conversational support via automated workflows

Conversational Support

General inquiry

Using customer support as a competitive advantage? Build routing and assignment workflows that reduce max agent loads, send VIP customers to high-priority queues and give precedence to high-quality resolutions.

Route by shift

Whether you provide multi-shift support or require additional agents during peak hours, create the optimal agent load every time.

Route by skill

Keep customers from falling down the routing rabbit hole. Design logic that connects them to the right support team instantly, whether you route by inquiry keywords or agent skills like region, language or function.

Dedicated agents

Don’t keep high-value customers waiting. Assign them to a dedicated agent for immediate attention or reroute them to high-priority queues for first-in-line support if their agent is offline.

CSAT

Prioritize support quality with automatic CSAT Surveys sent after all or selected conversations. Forward responses and conversation metrics to Google Sheets or a Data Warehouse for analysis to pinpoint areas of improvement.

The ultimate inbox for agents and managers

Whether you’re resolving issues or supervising agents, we have the tools for you

Maintain context across channels

Have customers communicating across instant messaging, web chat and email? Merge those interactions into one continuous story to give your agents the context required to resolve issues.

Supervise conversations in any scenario

Monitor high-value customers, agents in training or select teams by creating custom inboxes and intervene only when necessary during conversations

Standardize responses to common queries

Ensure quick and precise messaging with canned responses for frequently asked questions, freeing agents to address critical customer cases properly

Prebuild automated processes for agents

Reduce agent error for processes like shift transfers, support escalation or even refund requests by automating decision-making with workflows that can be launched at a click

Integrates with your ticketing or ecommerce systems

Respond.io works well with your existing software and puts all the power at your fingertips. Create tickets, issue refunds, submit bug reports and more, without leaving the platform.

Promotions and Newsletter

Stay top of mind with valuable reengagement

Turn customer outreach into regular revenue and long-term loyalty

Send broadcasts on any channel

Share promotions, newsletters, product updates, and more, right to the inboxes customers are most active in. Reignite conversations with targeted offers and updates that keep your brand top-of-mind and customers coming back.

Automate broadcast subscription

Manage user opt-ins and opt-outs automatically to avoid being banned on any channel for spam. Effortlessly maintain compliance while building trust and ensuring your broadcasts always reach engaged audiences.

Track and improve performance

Analyze broadcast delivery and engagement rates to refine customer outreach and maximize impact. Identify what resonates with your audience and optimize future campaigns for better results.

Renewal Reminders

Turn renewals into a seamless process

Send timely, targeted reminders to catch customers before their subscription expires or they switch to a competitor

Broadcast renewal reminders

Schedule automated reminders for individual customers to maintain or boost recurring revenue. Send bulk messages with special offers to incentivize early renewals or encourage membership upgrades.

Handle inquiries with AI

Use Respond AI to answer common questions about renewals instantly, ensuring quick resolutions and decision-making for customers. Free up your team to focus on complex tasks that require a human touch.

Analyze campaign results for improvements

Monitor the success of your renewal campaigns with relevant performance metrics. Identify areas for improvement and optimize strategies to boost retention rates.

CSAT and NPS Surveys

Actionable feedback, right in your inbox

Skip the old-school emails and forms — get more survey responses over chat

Automate CSAT surveys

Request customer satisfaction ratings after every interaction and collect feedback automatically. Store CSAT results in Google Sheets, your CRM or data warehouse to make data-driven improvements.

Collect NPS scores

Request Net Promoter Scores at key milestones in the customer journey to gauge loyalty and satisfaction. Store NPS feedback in Google Sheets, your CRM or data warehouse to identify promoters, address detractors and drive retention strategies.

Measure post-purchase satisfaction

Send automated post-purchase surveys to understand how customers feel about their buying or service experience. Analyze the feedback to improve sales processes and boost repeat business.