Zaapi Reviews

“Unified inbox that delivers

Pros

Having WhatsApp, Instagram, email and live chat all in one tidy workspace has made a big difference to our team's visibility and reply speed. The automation tools and flow builder strike a nice balance between being powerful and still user-friendly so setting up structured workflows for common requests like product recommendations order help and sizing questions feels very manageable. Features like assignment, tagging and reporting also help us stay on top of workload as the team grows. Getting started was simple and the support team has been quick to respond and focused on finding solutions.

Cons

A few parts such as email attribution and some edge-case routing logic, would be better with clearer visibility and more detailed controls. There's also room for small UI improvements that could make things even more efficient for teams handling higher volumes. That said, the team is responsive, open to feedback and already working on these improvements.

“Enjoyable experience

Pros

After years working in customer experience and using platforms like Zendesk, Gorgias and Sleekflow, Zaapi has been the one I've enjoyed using the most. The interface feels very user-friendly and polished and the overall user experience is especially smooth. It also includes all the tools I actually rely on as a CX rep such as Quick Replies, Shopify CRM integration, case notes, internal collaboration features, filtered inboxes and even a solid mobile app. Honestly, it covers everything I need so I'd gladly recommend it.

Cons

There isn't really much to complain about right now. Since it's still a newer product, I'm expecting even more features and integrations to be added over time.