Flip Reviews & Product Details

I love that Flip enabled us to automate 35% of our call volume while maintaining a polished, expert customer experience across four distinct brands. The partnership has been collaborative—Flip’s team worked with us iteratively, supported our specific workflows, and truly invested in our success. The ability to codify deep product knowledge, reduce abandonment rates from 20-30% down to 3-4%, and improve both customer satisfaction and agent morale has been game-changing. The system is flexible, allows us to control rollout pace, and continuously improves as we add new workflows. Review collected by and hosted on G2.com.

The only challenge has been that building and refining automation workflows requires patience and careful iteration—it's not a quick, one-size-fits-all deployment. Some intents took longer to perfect, and the process demanded ongoing collaboration and testing. However, this is more a reality of doing it right than a flaw with Flip itself. Review collected by and hosted on G2.com.

I love that Flip dramatically reduced our unanswered call rate from about a third of all calls to under 10%, directly improving both patient experience and operational efficiency. The automation reliably handles 40% of calls, freeing up our front desk staff for more complex patient needs. The Flip team understood our urgent care workflows and delivered on their promises quickly, making setup smooth and the product highly effective from the start. Review collected by and hosted on G2.com.

There was some initial skepticism among staff and a period of adjustment as they got used to the technology. While this resolved quickly, it did require some extra configuration and ongoing tweaks to ensure the responses matched our expectations and policies. There are still calls that require human attention, but that's expected. Review collected by and hosted on G2.com.

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I love how Flip handled our massive surge in call volume during the holidays, preventing us from ever needing to shut down our phone lines again. The integrations with our helpdesk and Shopify are seamless, allowing for automated tracking info and even post-purchase discount code applications. Setup was quick and smooth, and the support from the Flip team made us confident to launch right before Black Friday. Review collected by and hosted on G2.com.

I love how Flip acts as a centralized intelligence layer across all our phone numbers. This has made the phone channel feel like a true extension of the brand, reducing friction and making it easier for guests to get help quickly and intuitively. Great team work and collaboration. Review collected by and hosted on G2.com.

There is not much to dislike, but implementing and refining the unified system was not a one-time, plug-and-play process. It required ongoing collaboration across teams and continuous improvement based on real call data and feedback. While this iterative approach ultimately led to a better experience, it did require more effort and coordination than a simple out-of-the-box solution. Review collected by and hosted on G2.com.

I love how Flip intelligently distinguishes between calls that need expert judgment and routine account-level requests. This protects our colorists' time for high-trust moments and ensures customers reach the right person faster. The automation of appointment booking is also a huge win, allowing us to handle complex scheduling seamlessly while giving customers the experience they want. Review collected by and hosted on G2.com.

Building the Flip experience required deep API integrations and significant cross-team collaboration, especially to handle complex and edge-case workflows. It took many iterations to get everything right, and we had to approach automation of revenue-critical tasks like appointments very carefully to avoid operational risk. Review collected by and hosted on G2.com.

I love that Flip automates 75% of our inbound calls and covers over 95% of customer intents, letting us handle high-frequency, time-sensitive requests like order cancellations, returns, and missing deliveries without overwhelming our team. The onboarding was seamless, it's easy to make changes, and I never feel like I have to babysit the system. Flip brings consistency and reliability to our CX, especially during peak periods. Review collected by and hosted on G2.com.

Honestly, there isn't much to dislike. If Flip were suddenly unavailable, it would create a surge of unresolved issues for our team, which just shows how essential it has become. I haven't run into any real downsides or frustrations with the product so far. Review collected by and hosted on G2.com.

Flip could quickly be implemented with our current tech stack in less than 24 hours. Their team was there through every step, and my team nor I had to do very little during onboarding. Review collected by and hosted on G2.com.

We had no downside as it does exactly what it claims to do: automating our CX calls quickly and effectively and providing results to our customers. The staff now has more time to focus on the more critical CX inquiries. Review collected by and hosted on G2.com.

The team has been extremely helpful in working with us to better understand our business objectives and in helping create solutions to customer service bottlenecks. They took the time to understand our tech stack and devise a custom solution that met our needs. Since integrating Red Route into the flow of our operations we've been able to free up our to focus on other tasks due to the lower volume of calls that aren't handled via an automated self-service process. The team seems very committed to innovation and adding new features and services that support the needs of growing businesses like ours. Review collected by and hosted on G2.com.

The reporting and analytics could be improved. For example, I'd like to receive a weekly high-level summary via email that shows the number of calls received, how many Red Route was able to handle and how many were handed off to our team. Review collected by and hosted on G2.com.

The best thing about flip is the ability to tailor the system to the specific needs of not only your business but the region that you operate in. This is not just another IVR, this is a super IVR Review collected by and hosted on G2.com.

The only downside of Flip is getting members of the public to trust it and use it to its full potential. This will only come with customer reactions to the experience. The beauty of Flip is they acknowledge this and adapt to suit your needs. Review collected by and hosted on G2.com.

The way RedRoute works immediately out the box is surprising and delightful - truly was a skeptic myself but I was sold quickly. It's an incredible tool that pleases both the brand who pays for it and the end user! Review collected by and hosted on G2.com.

Wish their UI was a bit more intuitive and had more nuance to play around with. Also have had some issues with the tickets that flood the inbox and getting them to close out on their own - more of my issue than theirs honestly. Review collected by and hosted on G2.com.