I'm a strategy & digital transformation advisor and have been implementing respond.io for one of my clients. I wanted to leave a review specifically about our customer success manager, Joshua L.
In my experience, CSMs tend to fall into one of two camps. Great at the relationship side but vague when things get technical, or technically sharp but not particularly invested in your actual business. Joshua is neither. He genuinely took the time to understand our client's business, asks the right questions, and clearly cares about whether they succeed, not just whether they're happy with the platform.
What stood out most was a recent call where we got into the weeds of building out AI agents and workflows together. Rather than handing us off to someone else or sending over a help article, he rolled up his sleeves and worked through it with us. That kind of combination, real technical depth plus genuine business interest, is rare, and it makes a big difference when you're in the early stages of figuring things out.
We're still building, but already seeing real potential. A lot of that confidence comes from knowing we have someone like Joshua in our corner. Review collected by and hosted on G2.com.
That I didn't start implementing it sooner! Review collected by and hosted on G2.com.
Building the AI Agents and workflows with you on the call, instead of handing you off or sending a help article, is how we want customer success to work here at respond.io!
You're right that it's rare to get both sides! Plenty of people are good at the relationship or good at the technical detail, and fewer are good at both. It matters most early on, because the setup decisions you make now shape everything after.