Your customer just sent three messages across WhatsApp, email, and your website chat in two minutes. Your team's scrambling between different platforms, losing context, and that frustrated customer is now posting about their experience on social media. This exact scenario plays out thousands of times daily for businesses trying to manage customer conversations with disconnected tools.

Respond.io and Cue both promise to streamline your customer communications, but they take vastly different approaches. One focuses on simplicity and ease of use, whilst the other doubles down on automation and enterprise-grade features. Here's what matters when choosing between these two customer service solutions.

Quick comparison table

Key differences and features table

Choosing the right customer service platform can feel overwhelming. To help, here’s a clear side-by-side customer service platform comparison between Respond and Cue. This table highlights the most important features, so readers can quickly see which platform matches their needs.

Which platform suits which business?

• Cue works best for:

  • Fast-growing businesses that want to automate customer service and sales.

  • Teams needing multichannel support (WhatsApp, Messenger, webchat, and more).

  • Companies are seeking deep integrations with tools such as HubSpot, Slack, and Shopify.

  • Organisations that value advanced analytics, AI-driven automation, and scalability.

  • Businesses in automotive, education, retail, and hospitality.

• Respond fits:

  • Small to medium-sized businesses or startups with basic support needs.

  • Teams that mainly use email or webchat.

  • Companies with low to moderate inquiry volumes.

  • Organisations that do not need advanced automation or deep integrations.

Platform overview

Cue

Cue distinguishes itself through an AI-first design and a truly no-code automation engine, delivering sophisticated capabilities without developer overhead.

• Flows engine: A visual, drag-and-drop interface for building customer journeys, routing rules and escalation paths, no scripting required.

• Unified inbox: Consolidate WhatsApp, Messenger, Instagram, and your website chat into a single view, preserving full conversation history across channels.

• AI knowledge base: Automatically suggest relevant help articles to agents in real time and power a self-service widget for customers, keeping response times low and ticket volumes down.

• Real-time analytics: Dashboards track response times, resolution rates and customer satisfaction, so you can optimise performance on the fly.

• Deep integrations: Out-of-the-box connectors for major CRMs, ecommerce platforms, and support tools ensure data flows seamlessly between systems.

Respond

Respond offers a straightforward solution for businesses with basic support needs. The platform covers essential features like email and webchat, making it suitable for small teams or those just starting. Respond’s automation tools are simple and focus on handling routine tasks. Its reporting features provide standard insights, which can help teams monitor daily activity.

In a customer service platform comparison, Respond appeals to companies that want a no-frills approach. The platform’s integrations are limited to basic CRMs, and its ticketing system handles standard inquiries. Respond works well for organisations with low to moderate inquiry volumes. It provides a reliable foundation for support but may not meet the needs of businesses looking for advanced automation, multichannel support, or detailed analytics.

Ease of use

Cue

Teams can set up chatbots, live chat, and automations without writing a single line of code. The interface guides users step by step, so even those new to customer service software can get started quickly. Cue’s dashboard brings all conversations, tickets, and analytics into one place. This unified view helps agents stay organised and respond faster.

Navigation feels natural. Users can switch between channels like WhatsApp, Messenger, and webchat with just a click. The shared inbox keeps messages from every channel together, so nothing gets lost. Cue also offers clear prompts and tips throughout the platform, making it easy to learn as you go.

For managers, setting up integrations with tools like HubSpot or Slack is straightforward. The platform provides pre-built templates and helpful guides, reducing the time spent on onboarding. Cue’s design focuses on reducing clutter and making every feature accessible. This approach saves time and lowers training costs.

Respond

Respond offers a simple interface aimed at medium-sized teams. The platform covers basic support needs, such as email and webchat.

Respond’s navigation is clear, though it may feel limited for those who want to manage multiple channels or advanced automations. The platform provides standard help articles and a knowledge base for onboarding. Users with experience in customer service tools will find Respond easy to pick up, but those new to digital support may need extra time to adjust. Respond works well for teams with straightforward needs.

Automation and AI

Cue

Cue brings together advanced AI and no-code automation to help businesses deliver faster, more personalised support. Here’s what sets Cue apart:

• AI-powered chatbots: Engage customers with instant, human-like conversations, understanding their queries in plain English through natural language processing, available 24/7.

• No-code flows engine: Visually design and automate complex workflows, including routing, follow-ups, and ticket management, empowering your team without any coding.

• AI knowledge base integration: Enhance agent efficiency by suggesting relevant help articles in real time and empower customers with a self-service portal, drastically cutting down support tickets.

• Intelligent routing: Ensure every enquiry reaches the best-suited team or agent, leading to quicker resolutions and balanced workloads through customisable rules.

• Real-time analytics: Gain immediate insights into key performance metrics like response times, resolution rates, and open rates, allowing for continuous optimisation.

• Deep integrations: Connect effortlessly with your existing CRMs, e-commerce, and support tools to ensure a unified view of customer data and equip agents with full context.

Respond

Respond’s AI, on the other hand, automates every stage of the conversation lifecycle. From greeting and initial classification to routing and resolution, so your team can focus on the highest-value work.

• AI agent: Configure intelligent agents to handle FAQs, qualify leads, book meetings and escalate complex queries to humans when needed. They greet customers, maintain brand tone and keep conversations moving 24/7 (AI+live support available).

• AI prompts: Instantly adjust response tone, translate messages or simplify language with one click, ensuring every reply aligns with your brand’s voice.

• AI assist: Draft precise, context-aware responses by pulling from your knowledge base or external resources, then let agents review and send faster than ever.

• Custom objectives: Define workflow variables and set AI goals (e.g. collect order details, recommend products) so automation precisely fits your processes.

• Lifecycle automation: Automate repetitive categorisation, prioritisation, ticket creation, follow-ups, and link relevant articles or resources to keep communication consistent.

• Deep integrations: Connect seamlessly with CRMs, ecommerce platforms and contact-management tools to surface customer history and personalise every interaction.

Multichannel support

Cue

Cue gives businesses the power to connect with customers on their favourite channels. The platform supports WhatsApp, Facebook Messenger, webchat, Instagram, and more. Teams can manage all conversations from a single inbox, which keeps things organised and prevents missed messages. Switching between channels takes just one click, so agents never lose track of a conversation.

• Multichannel experience: Customers can start a chat on WhatsApp and continue it on webchat or Messenger without repeating themselves.

• Unified inbox: Every message, no matter the channel, appears in one place. This helps agents respond faster and keeps the customer journey smooth.

• Custom widgets: Businesses can add branded chat widgets to their websites, making it easy for visitors to reach out.

• Broadcast messaging: Cue lets teams send updates, promotions, or reminders across multiple channels at once.

Respond

Respond covers the basics for multichannel support. Social media integration exists, but other channels can be limited compared to Cue for other key features, depending on the plan you choose.

• Email and webchat: Respond handles these channels reliably.

• Limited support: Some plans include basic social media messaging, but not all popular platforms.

• Separate inboxes: Messages from different channels may appear in separate views, which can slow down response times.

Integrations

Cue

Cue offers a flexible approach to integrations, making it simple for businesses to connect their favourite tools. The platform supports a wide range of third-party applications, including popular names like HubSpot, Slack, Shopify, and other apps.

Teams can activate most integrations with just a single click, which saves time and reduces the risk of errors. Cue’s system allows both one-way and two-way integrations, so data can flow smoothly between platforms. This flexibility helps businesses keep their workflows connected and efficient.

The platform also supports webhooks, letting users set up real-time notifications to external apps such as Microsoft Teams or Slack. Cue allows configuration for multiple webhook endpoints, which means teams can send updates to several destinations at once. This feature is especially useful for businesses that want to keep everyone in the loop, no matter which tools they use daily.

Respond

Respond covers the basics when it comes to integrations. The platform connects with standard CRMs, but this feature is currently in beta. Activation usually involves a few steps, and some integrations may need manual configuration. Respond’s documentation lists available integrations, but it does not provide a detailed count or a wide variety of options.

Webhooks are available for sending notifications to external systems, but the setup process can feel more technical, and it's only available on the higher-priced plans. Respond’s integrations work well for smaller teams with simple needs on their basic plans, but businesses looking for deep connections or advanced automation may find the options limited and will have to pay more for advanced integrations.

Analytics and reporting

Cue

Cue’s dashboard delivers real-time insights through fully customisable widgets and filters. You can choose a date range, from today up to the previous month and see your support metrics update instantly.

Key dashboard elements include:

Active contacts vs total contacts
Shows how many unique customers have interacted in your chosen period and overall since workspace creation.

Active users and roles
Tracks which agents, flow managers or broadcast managers have handled tickets, so you know who’s engaging and who might need coaching.

Open tickets
Displays current workload across all channels. Click to jump straight to the list of unresolved chats

Conversations by channel
Breaks down total chat sessions by platform. WhatsApp, Messenger, and web chat so you can see where demand is highest.

Because data refreshes live, spotting spikes in unanswered chats or dips in customer satisfaction happens in seconds. For deeper analysis, you can export any report as CSV or schedule automatic email delivery.

Respond

Respond provides standard analytics and reporting tools suitable for teams. The platform tracks basic metrics such as ticket volume, response times, and agent performance. Users can access reports through a central dashboard, which helps them monitor daily support activity.

Respond’s reporting covers the essentials, but it does not offer advanced features like predictive analytics or deep customer insights on some plans. The platform suits businesses that need simple, straightforward reporting without complex data visualisation or custom dashboards.

Ticketing

Cue

Cue makes ticketing simple and efficient for support teams. Every customer message, no matter the channel, lands in a shared inbox. This unified view helps agents spot urgent issues and respond quickly. Cue’s smart routing sends each ticket to the right person or team. No more confusion or missed messages.

• Shared inbox: All conversations from WhatsApp, Messenger, webchat, and Instagram appear together. Agents never need to switch tabs or hunt for information.

• Smart routing: Cue uses automation to assign tickets based on topic, language, or customer type. Teams can set rules that match their workflow.

• Chat tickets: Agents can turn any conversation into a ticket with one click. This keeps track of open issues and ensures nothing slips through the cracks.

• Status tracking: Each ticket shows its status. Open, pending, or resolved. Managers can see progress at a glance and step in if needed.

• Collaboration: Multiple agents can work on the same ticket. Internal notes and tags help teams share context without leaving the platform.

Respond

Respond offers a basic ticketing system that covers the essentials. Agents can create tickets from emails or webchat messages. Each ticket gets a unique ID and basic status updates. Respond’s dashboard lists open and closed tickets, helping teams track progress.

• Ticket creation: Agents can log issues from customer messages.

• Status updates: Tickets show if they are open or resolved.

• Assignment: Tickets can be assigned to team members, but routing options are limited.

• Simple dashboard: Teams see a list of tickets and their current state.

Pricing and value

Cue

Cue offers clear, flexible pricing that fits businesses of all sizes. This approach helps teams control costs and scale up without surprises. Cue’s plans include all core features, such as AI chatbots, multichannel support, and business analytics. There are no hidden fees or confusing add-ons.

Respond

Respond uses a fixed-tier pricing model. Each tier comes with a set list of features and user limits. Businesses must choose a plan that matches their current needs, but upgrading can mean paying for features they may not use. Respond’s pricing is less transparent, with some costs only visible after sign-up or during the sales process.

Customer support

Cue

Cue delivers a customer support experience that feels both personal and efficient. Users can reach support through a wide range of channels, making it easy for Cue to meet customers where they are. The platform offers:

• AI-powered chatbots that handle FAQs.

• Web chat for seamless conversations directly on a business’s website.

• 24/7 availability through automation, ensuring customers always get a response.

• Email support for detailed or non-urgent requests.

Respond

Respond covers the basics of customer support, focusing on traditional channels. The platform provides:

• Email support for handling customer queries.

• Web chat for real-time conversations on company websites.

• Phone support for personal, verbal communication.

Security and compliance

Cue

Cue treats security and compliance as top priorities. The platform uses enterprise-grade safeguards to protect every piece of customer data. Teams benefit from GDPR-ready features, so they can trust that personal information stays private and secure. Cue collects only the data needed to deliver its services, such as device details, geolocation (with consent), and app usage. The platform uses this information to manage accounts, improve services, and meet legal requirements.

Cue also gives users control over their data. They can create, edit, or delete accounts at any time. The platform never sells or rents personal information.

Respond

Respond covers the basics of security and compliance. The platform uses standard security protocols to protect user data and follows general privacy regulations. Respond collects necessary information for account management and service delivery. Users can access and update their details, and the platform provides basic rights for data correction or deletion.

Respond shares data only when required by law or for essential service functions. The platform uses cookies to remember preferences and improve usability. Children’s data is not intentionally collected, and users are encouraged to keep their information accurate. Respond updates its privacy policy as needed and provides contact details for privacy questions.

Cue - The ultimate choice

Cue stands out as the customer service platform that helps businesses move faster, serve customers better, and grow with confidence. Companies that switch to Cue often see immediate improvements in how they connect with customers and manage support teams.

Get a free demo

Curious how Cue can transform your customer service? Book a tailored demo and see the platform in action for your industry. A Cue expert will walk through real use cases, answer your questions, and show how the platform fits your team’s needs. Whether you run an e-commerce store, manage a busy support desk, or want to automate routine tasks, Cue’s demo gives you a hands-on look at what’s possible.

• See how live chat, AI, and automation work together.

• Explore integrations with your favourite tools.

• Discover ways to boost agent productivity and customer satisfaction.

Ready to take the next step? Visit Cue and request your free demo today. Experience why so many businesses choose Cue as their ultimate customer service solution.

Frequently asked questions

What makes Cue different from Respond?

Cue offers advanced AI, multichannel support, and deep integrations. Teams can automate tasks, connect with customers on their favourite apps, and access real-time analytics. Respond covers the basics but lacks the flexibility and features that growing businesses need.

Can Cue handle high volumes of customer inquiries?

Yes, Cue scales easily. The platform manages large numbers of conversations across channels without slowing down. Smart routing and automation help teams stay organised and respond quickly, even during busy periods.

Does Cue require technical skills to set up?

No coding needed!
Anyone can set up chatbots, live chat, and integrations using Cue’s simple interface. Step-by-step guides and helpful prompts make onboarding fast for every team.

How does Cue help improve agent productivity?

Cue’s AI handles routine questions, so agents focus on complex issues. The shared inbox, smart routing, and real-time analytics keep everyone on track. Teams resolve tickets faster and deliver better service with less effort.