Websites using Smooch

Okay, let s break down Smooch (now known as Sunshine Conversations) by exploring its overview, revenue, alternatives, pricing, and customer care.

Overview: Smooch (Now Sunshine Conversations by Zendesk)

Smooch was a messaging platform focused on unifying customer conversations across various channels. It was acquired by Zendesk in 2019 and rebranded as Sunshine Conversations. It s now a key part of the Zendesk suite, specifically focused on conversational CRM.

Key Functionality of Sunshine Conversations:

• Omnichannel Messaging: Allows businesses to connect with customers through multiple channels like web chat, mobile apps, social media (Facebook Messenger, WhatsApp, etc.), SMS, and more.
• Unified Agent Workspace: Provides agents with a single view of customer conversations, regardless of the channel used.
• Rich Messaging: Supports rich media formats like images, videos, and structured content, enhancing the conversational experience.
• Integrations: Integrates with various CRM, commerce, and marketing platforms, including Zendesk s other products.
• Automation & Bots: Offers tools for building chatbots and automating workflows to handle common inquiries and tasks.
• Customization: Allows for customization of the user interface and messaging flows to align with branding.
• Analytics: Provides data on conversation volume, agent performance, and other metrics for insights and improvements.
• Scalability: Designed to handle growing conversation volumes and businesses of various sizes.

Revenue

• Private Company/Part of Zendesk: Smooch, as a standalone company, no longer exists. Sunshine Conversations is now a part of Zendesk, which is a publicly traded company. Therefore, specific revenue for Sunshine Conversations alone is not reported separately.
• Zendesk Revenue: Zendesk s overall revenue is publicly available in their financial reports. Sunshine Conversations is a key component of their product offerings.
• Sources of Revenue: Revenue comes from subscription fees charged to businesses using the Sunshine Conversations platform and the broader Zendesk suite.

Alternatives to Sunshine Conversations:

Several alternatives offer similar omnichannel messaging and conversational CRM capabilities. Here are some popular options, categorized by focus:

• Broad Platform Competitors:

  • Twilio Flex: A highly customizable contact center platform known for flexibility and developer-friendliness.
  • Salesforce Service Cloud: A comprehensive CRM that includes robust messaging and omnichannel capabilities.
  • HubSpot Service Hub: A CRM with strong messaging features and a focus on marketing alignment.
  • Freshdesk Messaging (formerly Freshchat): A unified messaging platform for businesses that is part of the Freshworks suite.
  • Intercom: Known for its chat interface, it also offers broader messaging and automation features.

• Specialized Messaging Platforms:

  • MessageBird: A communications platform offering various messaging channels, APIs, and automation tools.
  • Vonage (formerly Nexmo): Another communication platform with a focus on APIs for integrating messaging into apps.
  • Gupshup: A conversational messaging platform with a strong presence in Asia.
  • Kommunicate: Focuses on in-app chat and support, with a suite of AI and automation features.

• Open-Source Alternatives:

  • Rocket.Chat: A self-hosted team communication platform with chat and messaging functionalities.
  • Mattermost: An open-source messaging platform popular for enterprise environments.

Choosing an Alternative:

When choosing an alternative to Sunshine Conversations, consider factors like:

• Scale: The size and complexity of your business.
• Budget: Pricing and features of various platforms.
• Customization: Level of control and customization needed.
• Technical Expertise: The ease of setup and maintenance for your team.
• Specific Channels: The importance of certain channels (e.g. WhatsApp) for your business.
• Integration Needs: How well the platform integrates with your existing CRM, marketing, and commerce tools.

Pricing

• Part of Zendesk: Sunshine Conversations is not priced separately. Instead, access is bundled with Zendesk s various subscription plans, most often within the Zendesk Suite.
• Tiered Pricing: Zendesk s pricing is generally tiered, with various levels of access to functionality, and it’s frequently based on the number of agents, features used, and volume of conversations.
• Zendesk Plans: Generally, the more advanced and comprehensive the Zendesk plan, the more extensive the access to Sunshine Conversations functionality, like chatbots and advanced automation.
• Contact Zendesk for Specifics: You will need to contact Zendesk directly or explore their website to get current and specific pricing based on your needs. They often offer different plans and add-on features.

Customer Care Details

• Zendesk Support: Since Sunshine Conversations is now part of Zendesk, customer care is primarily provided by Zendesk s support organization.
• Support Channels: Zendesk typically offers support via:
  • Knowledge Base: An extensive library of articles, documentation, and guides.
  • Community Forum: A place to interact with other users and get help from the community.
  • Email/Ticket Support: Support via submitting tickets and communication through email.
  • Live Chat: Available on higher-tiered plans, for more urgent questions and support.
  • Phone Support: Usually available for higher-tiered plans, offering immediate phone support.
• SLA (Service Level Agreement): Zendesk has its own Service Level Agreement and support policy, which may vary by plan. Be sure to clarify this during your evaluation.
• Dedicated Account Managers: For larger enterprise accounts, dedicated account managers may be assigned.

In Summary:

Sunshine Conversations is a powerful platform (formerly Smooch) for connecting with customers across multiple messaging channels. It is now integrated within Zendesk s ecosystem, offering robust omnichannel messaging and conversational CRM features. When selecting a solution, carefully evaluate alternatives based on your business size, budget, technical resources, and specific needs. Always contact Zendesk directly for accurate and up-to-date pricing and support details.