Zaapi Reviews & Product Details

I’ve been a Customer Experience Rep for a number of years and have used a bunch of tools like Zendesk, Gorgias and Sleekflow over the years. While I suppose they all have their strengths and weaknesses, I’ve really loved the user experience of Zaapi the best, which is very smooth and intuitive. It comes with all the features that I value as a CX rep including Quick Replies, CRM integration (Shopify in this case), case notes, internal collaboration tools, filtered inboxes, a nice mobile app etc… so I really couldn’t ask for more. Would warmly recommend! Review collected by and hosted on G2.com.

Nothing major to dislike at the moment, as I believe more features and integration will be introduced over time. Review collected by and hosted on G2.com.

Zaapi has been a game-changer for our customer service team. More than providing a top-notch AI solution, they worked closely with us to develop a strategy tailored to our specific needs. The platform is remarkably intuitive and was far easier to deploy than other CS tools we’ve used in the past.

We were able to connect our Social Media, Lazada, Shopee, and TikTok stores without any issues. They also have a live chat widget that's also easy to implement!

Most importantly, Zaapi made AI adoption seamless for our team. The functionality is so effective that on average, we are now resolving over 30% of our inquiries without human intervention. This efficiency has allowed us to scale our support without the need for additional headcount, delivering both significant cost savings and a better experience for our customers. Review collected by and hosted on G2.com.

They know this already, but email support is the only missing link to have a complete all-in-one platform. I've been told that this is rolling out in a few weeks from the time of writing this Review collected by and hosted on G2.com.

Zaapi centralises WhatsApp, Instagram, email, and live chat into one clean interface, which significantly improves team visibility and response time. The automation and flow builder are powerful yet intuitive, allowing us to create structured workflows for common queries (recommendations, order support, sizing). Assignment, tagging, and reporting features make it easy to manage workload across a growing team. Setup was straightforward, and the support team is responsive and solution-oriented. Review collected by and hosted on G2.com.

Some areas (e.g., email attribution and edge-case routing logic) could benefit from clearer visibility and more granular controls. Minor UI refinements would further improve efficiency for high-volume teams, but the team is very collaborative, and they're working on these as we speak. Review collected by and hosted on G2.com.

I like Zaapi for its quick setup and user-friendly interface which make online selling simple and efficient. The integrated payments allow me to manage products, orders, and payments easily in one platform, saving time and helping me focus on growing the business. The centralized management is convenient, and the system's reliable performance is a big plus. I enjoy the easy sharing capabilities, smooth order flow, and the mobile-friendly experience. The platform's flexible product setup and stable system are great, while the helpful support and guidance are appreciated. Review collected by and hosted on G2.com.

More advanced customization options for the storefront and reports would be helpful, as well as additional integrations with third party tools. Enhancing analytics features and offering more flexible settings as the business grows would make the platform even better. Review collected by and hosted on G2.com.

Zappi is a platform that centralizes chats from multiple channels into one place, making it easier to manage responses and assign tasks to team members. It also provides analytics features that help track team performance and improve overall efficiency Review collected by and hosted on G2.com.

One area for improvement is the reporting feature. It would be helpful to have more options to export or customize reports so they can better match our specific needs, or be exported for further analysis. Additionally, there are occasional system errors that cannot be resolved immediately. Since our operations run 24/7, delays in support outside business hours can impact our workflow Review collected by and hosted on G2.com.

We run a D2C brand on Shopify and Zaapi has honestly been the most complete customer experience platform we've used. What sets it apart is how seamlessly it brings together all our communication channels (WhatsApp, Instagram, Facebook, email, and our website's live chat) into one clean, unified inbox. Our whole team can collaborate on conversations without anything falling through the cracks.

The analytics dashboard gives us real visibility into response times and team performance, which has helped us raise our support standards significantly. On top of that, their AI automation now handles over half of our incoming enquiries, which has freed up our CS team to focus on more complex issues.

Where Zaapi really shines for us is WhatsApp. We've set up automations to funnel new leads into our WhatsApp community (now over 2,000 members) and built cart recovery flows that have noticeably improved our conversion rates. On the marketing side, we ran a single WhatsApp broadcast during a recent product drop and it drove roughly $300K in sales. The ROI was incredible.

We evaluated several alternatives before settling on Zaapi, including Tidio, Intercom, Respond.io, Sleekflow, and Gorgias. None of them matched Zaapi's combination of pricing, user experience, and feature depth for a Shopify-native brand like ours. Review collected by and hosted on G2.com.

Honestly, it's hard to find fault. If I had to nitpick, it would be nice to see even more granular segmentation options for broadcasts, but that's a minor wish rather than a real complaint. The team is also quite responsive to feature requests so I wouldn't be surprised if this gets addressed soon. Review collected by and hosted on G2.com.

It is an application that significantly reduces the team’s workload, as the system includes an AI that helps answer questions and provide initial information to customers, reducing the amount of time the team needs to spend responding to customer chats. Review collected by and hosted on G2.com.

Every advantage also comes with some disadvantages. For example, in some cases the AI may provide incorrect information. The system relies on data from past conversations, and in certain situations the context may not be the same, yet the AI may still use that information to respond to customers. Review collected by and hosted on G2.com.

The user interface is well organized, which makes it easy to use. It supports multiple channels that I currently rely on. I hope the development continues to make it even more convenient. As for the AI features, they are straightforward to learn and train. Even though I am not very tech-savvy, I can still understand and use them effectively. Review collected by and hosted on G2.com.

It would be very helpful if Zaapi could integrate with the customer chat feature on TikTok pages. Many customers assume that when they send a message through a TikTok page, the TikTok Shop team will be able to see and respond to their inquiries. Review collected by and hosted on G2.com.

Zaapi is easy to implement and use. Integration is very straightforward as well. The AI is sophisticated and able to answer based on knowledges source/s which make it efficient. It helps with the manpower optimization and allows our live agents to focus on the complex inquiries/concerns. You can create AUTOMATION FLOWS without coding, and can do testing without activating in the front end. There are dashboards that can give real time updates of the performance Review collected by and hosted on G2.com.

It still lacks some important features related to conversion, reviews and other AI capabilities offered by other tools. Review collected by and hosted on G2.com.

The system is built with a modern edge and is designed to align closely with user needs. While we have already achieved over 70% of the target, the Zaapi team remains fully committed to pushing until we meet 100% of the initial requirements. Review collected by and hosted on G2.com.

I recognize the modern capabilities of the technology, but the current pricing remains a concern. Since it cannot yet replace human intervention 100%, the cost needs to be more justifiable. The pricing would only make sense if the tool could offset the cost of a full-time agent by fully automating their tasks. Review collected by and hosted on G2.com.