Share your experience using JungleWorks Bulbul

My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.

It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.

It's a very stable tool, very powerful.  

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. 

Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.

Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

I have experience with this solution. I worked with it for five years. 

It is a stable product. I worked on it for five or five students. It's very stable.

Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution. 

The support team is time-consuming, and they don't find the answer to our problem.

Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.

Neutral

We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.

The initial setup is very difficult, and we had to use support help for the account setup.

You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.

Back then, we were paying $51 per license for agents and $89-90 per license for tech users.

We were paying around $2.25 million per year.

I would suggest using a trial version first and reading the logs before using it.

Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.

Hybrid Cloud

My main use case for OneSignal is in-app messaging and push notifications in our app.

A specific example of how I use in-app messages or push notifications with OneSignal involves the Journey feature, where I create certain campaign scenarios and set them up as CRM message campaigns.

A typical example of those campaigns would be onboarding, where if a user signs up but does not complete a key action, I can wait for a certain period and send a push notification. If they still do not engage, I can follow up with another message or a different channel.

I also used OneSignal for a retention use case, which involves segmentation of users who visit our website but do not take any specific action there. I then target those cohorts and send reminder in-app messages or in-web browser messages if they return.

The best feature OneSignal offers is the Journey feature, which is the most powerful function.

What makes the Journey feature so powerful for me is that it includes both automation and customization. It can be the automated campaign for a certain user scenario, so if I imagine something, I can make it happen as automatically set campaigns with the Journey feature.

OneSignal has positively impacted my organization as it was the very first CRM messaging SaaS in our company, making it really easy to implement.

I can share specific outcomes from using OneSignal. I first used it from the very beginning of the establishment of the CRM messaging system itself, and all those results were our first step, which improved significant results through certain CRM activity.

I am not certain how OneSignal can be improved, but recently there are so many good CRM systems and software in the field that I can name more than five of them that I have not even experienced. This indicates a need for some special distinction through special features or values that only OneSignal can provide to the field or customers.

In marketing, when a company tries to search for CRM tools, there can be uncertainty about the reasons behind the decision to start with OneSignal. I think this is definitely related to the pricing system, which is relatively cheaper than other well-known CRM messaging tools. While the price does not pose any problems, the question remains on how OneSignal can become more famous among CRM marketers in the field who are willing to use it and partially have decision-making rights. From my experience, OneSignal's product marketing is not as powerful compared to much more well-known CRM messaging tools, so improvements can be made.

I have used OneSignal for around one year.

When I used OneSignal in my country, South Korea, there was no localized customer service, so I had to communicate in English. Fortunately, I can speak English, so it was no problem, but if there were no one who could speak English, that could have been trouble. That was a few years ago, and I am sure that OneSignal currently has some localized customer support systems or teams in South Korea.

Before OneSignal, I did not use other CRM tools in that company.

Before choosing OneSignal, I wanted to adopt Braze first because at that time, that was the only tool that I knew. However, our superior, who was the decision-maker, decided to adopt OneSignal instead, so I had no other choice.

My advice for others looking into using OneSignal is to recommend it to mobile-first companies, SaaS businesses, or e-commerce companies that want to improve activations, retention, and engagement through push, in-app messages, emails, or SMS, as it can be serviced by itself. It is especially suited for companies that want to launch quickly without building their own messaging infrastructure.

OneSignal is a great tool that is really easy to adopt, and I especially recommend it for the beginning of a business.

OneSignal is deployed in my organization on our private servers. I rate this product a 9 out of 10.

Private Cloud

Other