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Compare Gupshup vs OTRS ITSM
Overall Rating
Ease of Use
8
0
Customer Support
7
0
Value for Money
8
0
Functionality
8
0
Specifications
Analytics and Reporting
Automated responses and Chatbots
Canned Responses
CRM Integration
Customer Feedback Surveys
Customer Profiles
Email management
Escalation Management
Knowledge base
Live Chat
Omnichannel Support
Queue management
Self-Service Portal
SLA Management
Ticket Management
Pros and Cons
Pros
Simple integration and setup
Scalable API for high-volume outbound messaging
User-friendly dashboard
Effective chatbot builder and advanced AI/NLP features
Empowers users through a self-service knowledge portal
High-level process enforcement using a visual design tool
Offers clear visibility into assets and dependencies with CMDB
Cons
Reporting email lacks intuitiveness
No mobile interface for quick access
Complexity sometimes requires technical administration skills
User interface design could benefit from modernization
