Responso is a multichannel customer service platform designed for e-commerce businesses that sell across multiple marketplaces. It consolidates messages from Amazon, eBay, Allegro, online stores, and email into one smart inbox—making it easier to manage, prioritize, and respond to customer inquiries efficiently.
Built specifically for online retailers, Responso supports fast-growing e-commerce operations by reducing response time, automating common tasks, and keeping your support workflows organized. With Responso, teams can boost customer satisfaction while minimizing the complexity of managing support across platforms.
Features
Responso is packed with features that help e-commerce teams deliver efficient, professional support:
Unified Inbox: Manage customer messages from Amazon, eBay, Allegro, email, and your e-commerce store in one place.
Marketplace Integrations: Seamlessly connect your accounts to sync customer conversations in real time.
Automated Replies: Set rules to auto-respond to common queries like shipping, returns, or order status.
Message Templates: Save and reuse responses for frequently asked questions.
Order Lookup: View order details from connected platforms directly within the support interface.
Tags & Filters: Organize tickets by topic, urgency, or channel using custom tags and filters.
Team Collaboration Tools: Assign tickets, track agent activity, and avoid duplicate replies.
Analytics & Reporting: Measure response times, customer satisfaction, and team performance.
Multilingual Support: Reply to customers in their preferred language with the help of translation tools.
How It Works
Responso streamlines e-commerce support in three easy steps:
Connect Channels: Link your marketplaces (Amazon, eBay, etc.), email, and store integrations.
Centralize Messages: All customer queries appear in one inbox, sorted by channel and priority.
Respond & Automate: Use templates, automation rules, and order data to reply faster and more accurately.
Your team no longer needs to log into multiple dashboards or copy-paste responses. Everything is handled in one intuitive interface.
Use Cases
Responso is tailored for businesses that manage customer support across e-commerce platforms:
Online Retailers: Manage post-sale questions, refunds, and order updates from different sales channels.
Dropshipping Stores: Handle high ticket volumes with automation and message templates.
Marketplace Sellers: Stay compliant with response SLAs from platforms like Amazon and eBay.
Customer Support Teams: Use collaboration tools to assign tickets, reduce overlap, and ensure consistency.
Logistics & Fulfillment Services: Communicate proactively with customers about shipping and tracking.
Pricing
Responso offers straightforward pricing based on user needs, as listed on https://responso.com:
Basic Plan – €39/month
1 user
All marketplace integrations (Amazon, eBay, Allegro, etc.)
Unified inbox
Basic automation tools
Message templates
Team Plan – €79/month
Up to 3 users
Advanced automation
Analytics and performance tracking
Collaboration tools (ticket assignments, internal notes)
Pro Plan – Custom Pricing
For larger teams or custom workflows
Dedicated onboarding
API access
SLA customization
Priority support
All plans come with a 14-day free trial and include full access to core integrations and support features.
Strengths
Responso brings several key advantages to e-commerce support operations:
Built for E-commerce: Focused on the specific needs of marketplace sellers and online stores.
Time-Saving Automation: Reduces manual responses with rules, templates, and intelligent routing.
Order Data Integration: View and reference order details without leaving the ticket.
Scalable for Teams: Supports solo sellers to large teams with permissions and assignments.
Marketplace Compliance: Helps maintain response SLAs to avoid account penalties.
Drawbacks
While Responso is effective, it has a few limitations:
Focused on Marketplaces: Not designed for general SaaS or B2B customer support use cases.
Limited CRM Features: Lacks in-depth customer relationship management tools.
Pricing May Scale with Team Size: Costs increase as user count grows—worth noting for large teams.
Comparison with Other Tools
Versus Zendesk: Zendesk is more generalized. Responso offers tighter marketplace integration and order visibility.
Versus Freshdesk: Freshdesk supports broader industries. Responso is tailored for e-commerce sellers.
Versus Gorgias: Gorgias works well for Shopify-based stores. Responso stands out with its support for marketplaces like Allegro, Amazon, and eBay.
Versus Help Scout: Help Scout is a strong shared inbox, but Responso includes e-commerce-specific workflows and order syncing.
Customer Reviews and Testimonials
Responso users, especially marketplace sellers, report significant time savings and improved support outcomes:
“We used to check five dashboards. Now, Responso does it all in one.”
“Automation rules helped us cut our response time by 60%.”
“Our eBay and Amazon SLAs are 100% met thanks to the unified inbox.”
Users consistently mention ease of use, time savings, and better team coordination.
Conclusion
Responso is a powerful multichannel customer support platform purpose-built for e-commerce sellers. By consolidating marketplace and store communications into a single inbox, it simplifies support workflows, ensures compliance, and improves response times—without the need for complex setups.
If your business sells on Amazon, eBay, Allegro, or runs a busy online store, Responso is a smart, affordable solution to unify your customer communication and scale your support with confidence.
