Responso: An AI tool for better customer service
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Responso, the AI customer service tool that interconnects all your platforms
Responso is an AI-based customer service tool for e-commerce. It takes care of your customers' messages: it records them, organizes them and responds as if it were a real human. By using it, you'll no longer have to stay up late or get up too early to respond to urgent messages from a customer interested in your product, for example.
According to Responso's official website, you can connect over 20 tools and platforms to centralize the management of customer requests. This allows you, for example, to bring together all your messages (mailboxes, Facebook messages, ebay, Amazon, etc.) on the same interface. The platform promises 98% faster response times.
According to Tracxn, a platform that provides information on private companies, Responso was founded in 2020 by Daniel F and Patryk Drapik. The latter is also the company's managing director. The company is based in Gdansk, Poland.
Originally, Daniel and Patryk wanted to offer customer service tools specific to online commerce. Thanks to AI, they have made these tools even more effective, notably in automatically providing answers to very specific customer queries. Now, the platform even offers an AI agent.
What sets Responso apart from its competitors is the unique way it brings together all your messaging sources in a single interface. This AI supports the majority of e-commerce platforms and social networks.
We were also impressed by the response time, which is really short. You can try it out for free: open an account, connect one of your platforms and send yourself test messages as if you were one of your customers. Responso will then respond automatically after just a few seconds.
Automatic replies, complaint management: Responso's arsenal of AI tools
A glance at its website reveals the following features:
- An AI assistant to answer your customers as you would.
- Business reports on your communication channels, your customers, the effectiveness of your messages, etc.
- Automation of small, repetitive everyday tasks: organizing messages, categorizing complaints and claims, etc.
- Support for refund requests in the event of customer dissatisfaction.
The company is still developing certain future functionalities. We can imagine, for example, that a French-language version of the platform might arrive over time. In fact, Responso is only available in Polish, English and Portuguese.
So, clearly, if you have a Shopify or Amazon store, you can connect it to Responso. Messages sent by your customers will automatically arrive on the tool's interface. Its AI will then automatically respond to your customers. It automates the customer service part of an ecommerce business.
When we used Responso, we really appreciated its simplicity. From opening an account to integrating our first platforms, it took just three minutes. This ease of use is Responso's unique strength. We're used to complex e-commerce AIs that are hard to get to grips with.
The platform still seems to be under development. When we tried to integrate our Gmail feed, we were told that the functionality was not available. We can therefore imagine that this feature is still being designed or improved.
What's more, Responso is mainly focused on customer service. For the moment, you can't use it to analyze your sales, understand which products have the best ROI, or even automate the sales process, from order to delivery.
I had hoped for a few clicks of integration between Responso and my various platforms. But it wasn't easy to set up. In order for emails from my ecommerce site to arrive on my Responso interface, I had to take around twenty minutes to configure the inboxes.
Responso can be integrated with some sixty other platforms. According to its official website, its customers' favorite integrations are:
- Amazon
- ebay
- Base
- WooCommerce
- IMAP/SMTP
Conforama, Shein and Castorama are also among the platforms that can be integrated with Responso.
In my experience, once you've taken the time to get the configurations right, Responso integrates easily into your existing workflow. I've tried it out with my business mailbox without any problems. Of course, when integrating with some sixty platforms, there may be a few incompatibilities. This is currently the case with Gmail, for example.
e-merchants and customer service managers: who should use Responso?
Responso is an AI dedicated to e-merchants who want to take better care of their customers. It's designed to be used by anyone, without any prior training.
Based on our experience with this project, here are the scenarios in which it is most useful:
- You want to respond to your customers 24/7 without delay.
- You don't have the time to answer all your customers personally.
- You sell on multiple platforms and want to unify all messaging flows.
- You don't like answering complaints and refund requests yourself.
Let's say you've got a product that's doing very well: dozens of orders a day, you've listed it on several platforms, some customers are having trouble with the product, others want to recommend it, and so on. You'll then have to navigate between different e-commerce platforms, social networks (those on which you've posted the product), and email inboxes. Responso lets you put all this on the same interface. All you have to do is log in to see which customers are asking for what and where.
To put it simply, Responso is primarily designed to respond to customers. It can't register orders and deliver to customers. Nor can it update your product database. It's a customer service tool, for now. Look elsewhere, if you're looking for a sales automation or inventory management tool.
How to get started with Responso: A user-friendly design
A novice can easily find his way around. That said, you need to take the time to fully understand how Responso works and what tools are available. It took me less than an hour to assimilate the email integration tool. I needed about thirty minutes to configure and use the integration with my Facebook account.
To link Responso to your Amazon store and take advantage of its features, you'll need a few hours' work. It's much the same with other platforms. Once this is done, you should see positive results from the very first day of use.
Responso's interface is clean, neat and intuitive. A technologically challenged person can understand the different elements of the interface in a matter of minutes. Menus and buttons have clear roles. This simplicity is one of the platform's major assets.
What's frustrating about Responso, however, is the absence of a French-language version. For the moment, documentation is only available in English, Polish and Portuguese. This could make it difficult for a user who doesn't understand certain features.
Responso's documentation is the main support the platform provides. Not only is it comprehensive, it's also well structured. With just one click, you can find information and guides on opening an account, adding an AI agent, integrating a mailbox or ecommerce platforms, and so on.
Responso also supports you with a FAQ. Here, questions are organized by relevant categories: general questions, live chat, agent integration, automatic responses, complaints and claims management, and many other topics. I encourage you to consult it if you have any difficulties with the tool.
There's also a blog on strategic ecommerce topics. You'll find articles on how to make the most of Amazon, how to structure your customer service department and other texts on customer management.
Responso is currently available in three languages: English, Polish and Portuguese. The platform displays well on Android and iOS mobile devices. However, there are no special features designed to make it accessible to people living with visual disabilities.
Should you pay for Responso: Our opinion after 3 months of intensive use
Responso operates on a freemium pricing model. After registering, you are entitled to a 14-day free trial of the standard service. After this trial period, you are free to choose the free version, or subscribe to the Standard, Professional or Enterprise versions.
Invoicing is on a monthly or annual basis, and per AI agent. Responso does not work on a credit basis, but rather on the basis of the number of messages processed and tools integrated. With Facebook integration, for example, you're entitled to 25 messages sent per month if you choose the free plan. With the standard plan, you can automatically receive and reply to an unlimited number of messages on Facebook and other integrated platforms.
If you choose to use it for free, you won't be entitled to services such as smart chat for your website, as well as integration with Amazon and Etsy.
Responso has 4 very specific offers. Here they are:
- Free: You pay absolutely nothing, but you're entitled to auto-responders on some 40 sales platforms, 2GB storage and a few basic features.
- Standard: You pay 30 EUR per month for annual billing or 35 EUR per month for monthly billing. For this price, you get an AI agent, unlimited autoresponders that handle your customers' messages 24/7, integration with all platforms and 10GB of storage.
- Professional: Here, you pay 62 EUR per month for annual billing or 69 EUR for monthly billing. In exchange, you get an AI agent, integration with all available tools and 30 GB of storage. Responso also offers AI analysis of 300 messages from your customers, to understand their purchasing intentions.
- Enterprise: This is Responso's boosted package. Contact customer service to find out how much you'll pay for this service. Here, you get everything the platform has to offer, from IA responses to platform integration.
For the moment, Responso doesn't offer a money-back guarantee.
After 3 months of using this tool, I'd say its major strength lies in its simplicity. Despite the fact that the platform integrates numerous tools, it remains relatively easy to learn. I'd recommend it to an ecommerce store owner who doesn't have the time to reply to all his customers.
If you receive less than 50 messages a day, the free version of Responso will suit you perfectly. If you receive more, you should consider paying for a standard plan. Please note that the free version does not support your store on Amazon, Etsy, Allegro and other major platforms.
In my experience with this platform, the absence of a French-language version is its main shortcoming. I'd also add that 2GB of storage for the free version isn't much! To really make its mark on the customer service AI market, Responso will have to improve on the following points:
- Provide a version in several other popular languages, including French
- Facilitate the integration of professional mailboxes
- Offer more storage space for users of the free version.
Ultimately, should you pay to use Responso? Yes, if you receive more than 50 customer messages a day. But if you're already using an IA sales tool that also offers order management, then you don't need to pay for Responso. In any case, the free version is generous enough to take the time to discover.
Online merchants looking for a comprehensive tool to manage everything from inventory management to customer care to sales automation should avoid Responso. It's designed to satisfy the need to respond quickly to customers, a task it fulfills quite well.