CommBox Reviews

“It routed 40% of requests to digital, boosting NPS by 8x

Pros

CommBox is the ideal solution for brands in the consumer electronics sector. As a leading provider with millions of products and customers, we rely on this tool to engage with our clients on digital channels 24/7, supported by a flexible platform tailored to our business requirements. It helped us optimize our call center, eliminate repetitive tasks, and redirect our agents' focus to more critical matters. What we appreciate is: Customers don't have to wait for an agent. All conversation history is stored and easily accessible. Agents can monitor real-time insights through a comprehensive dashboard. With it we've achieved remarkable results: 50% of routed requests are handled by a bot, 40% of all customer communication is digitally managed, more than 20 conversations are handled by one agent on digital platforms, we've saved 18% on human capital costs, and our NPS is up by 8X.

Cons

Custom developments can be expensive and take a bit of time. They don't fully replace the work agents do either.

“Reduce lead response time by 75%

Pros

We've been using Commbox to communicate with customers via WhatsApp, automatically qualify leads, and send payment reminders. We rely on its chatbots for lead generation and qualification, passing the leads to sales representatives for follow-up. The campaign feature allows us to send large-scale promotional messages via WhatsApp, boosting engagement and conversion while reducing the need for customer calls. Over the past three years with it, we've managed to reduce our lead response time from a week to just 36-48 hours, which is fantastic. We handle about 35% of customer engagement through its digital channels. The support team is outstanding, with quick responses and personalized assistance. It also helps us enhance customer service quality, increase agent productivity, and deliver a great customer experience. The platform is user-friendly and easy to navigate. This year, they added numerous guides, which have been very helpful!

Cons

We're using our own CRM but unfortunately, it's not integrated with CommBox.

“So easy and user-friendly

Pros

It's pretty easy to use and simple. The setup is easy. Customer support is excellent and there are numerous features available.

Cons

I don't really use the frequency feature much. The integration process could definitely be smoother.

“Great API integration

Pros

The support for whatsapp, tags and dashboards is helpful. It's fine for the CSM team.

Cons

The team was really helpful during the integration, providing documentation and phone support to guide us through.

“helped us secure multi-million dollar deals and saved 900+ hours of cold calling

Pros

We can engage with customers across various channels like whatsapp, chat, messenger, and email all within one Unified Inbox. Instead of making cold calls, we can reach thousands of customers through personalized whatsapp campaigns, saving us time and effort. We receive qualified, high intent leads directly from our website or whatsapp. The platform is simple to use and easy to implement. CommBox's team reaches out to offer efficient ways to maximize platform use. This enables us to close deals more quickly!

Cons

We haven't yet explored all that it has to offer. I feel like there's still so much more we could get out of it.

“It is very helpful

Pros

When I struggle to find the right words or explain something without writing a lengthy message, CommBox has me covered. The AI helps me express what I need with fewer words and in a more professional tone.

Cons

Honestly I haven't found anything about this software that I don't like.

“Simplifies customer communication

Pros

I really appreciate the ability this tool gives me to connect with customers in a way that's convenient for both sides.

Cons

I really wish every company I deal with as a customer used CommBox, it would make everything so much easier!

“Very Useful Software

Pros

You can purchase several features all in one app.

Cons

Some of their pricing can be a bit on the expensive side.

“It's not what I anticipated

Pros

It opens up a communication channel with our customers.

Cons

The web interface could be more user-friendly because there are a lot of bugs. Technical support hasn't been great either. Over the past year there haven't been any real upgrades or improvements. The initial setup and onboarding were slow and there are still key features missing.

“Omnichannel made simple with commbox

Pros

The setup is quick, with integrations ready to use out of the box.

Cons

The go-to market strategy could use some work and the sign up process is a bit complicated.