No more typing reviews! Try our Samantha, our new voice AI agent.

Gupshup vs Hightouch comparison

Why PeerSpot?
 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Gupshup
Ranking in AI Customer Experience Personalization
9th
Average Rating
8.4
Number of Reviews
13
Ranking in other categories
Customer Communications Management (CCM) (3rd), Conversation Intelligence Software (3rd), AI Customer Support (8th), AI Sales & Marketing (7th)
Hightouch
Ranking in AI Customer Experience Personalization
19th
Average Rating
7.2
Reviews Sentiment
5.0
Number of Reviews
5
Ranking in other categories
Data Integration (52nd), Customer Data Platforms (CDP) (4th)
 

Mindshare comparison

As of November 2026, in the AI Customer Experience Personalization category, the mindshare of Gupshup is 0.8%, up from 0.1% compared to the previous year. The mindshare of Hightouch is 1.1%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
AI Customer Experience Personalization Mindshare Distribution
ProductMindshare (%)
Gupshup0.8%
Hightouch1.1%
Other98.1%
AI Customer Experience Personalization
 

Featured Reviews

Sanket Dofe - PeerSpot reviewer
Senior Software Engineer at Wynisco
Partner program has reduced messaging costs and now supports reliable, large scale communication
I believe Gupshup could improve in several areas. Since our partnership involves working at scale for multiple WhatsApp Business API numbers over their infrastructure, I noticed that Gupshup also provides WhatsApp Business API for single consumers, which I saw on their website and documentation. They charge additionally per message or template message on top of the actual WhatsApp Business APIs messaging rate. For example, sending a WhatsApp marketing template costs around $1.50, and Gupshup adds their own service fee per message, around 20 to 30 cents. For a single consumer working at scale and sending thousands of messages daily, this can become concerning. They should implement a solution where it could be a one-off payment instead of per message payment, allowing single consumers to leverage their service better. What would make it a 10? A better engineering team that solves problems and knows the ins and outs instead of just doing patch fixes would be ideal for me. Being a tech-focused person, I believe the system we rely on should be totally reliable and the people working on it should be reliable as well.
reviewer2921991 - PeerSpot reviewer
Vp Of Data at a financial services firm with 201-500 employees
Centralized event tracking has improved product analytics and simplified data workflows
I think Hightouch as a platform has a lot to offer. It is primarily a CRM or reverse ETL type of offering with a lot of AI bells and whistles. However, it feels to me that the entire events offering is a bit of a second-class citizen in the suite of tools they offer. I say this because a lot of the documentation is out of date, and we hit a few random edge cases when using the events platform, which felt a little raw compared to other, more mature event platforms. I would say the improvement here would be for them to spend a little more time and attention on the platform itself, or provide a little more TLC, especially from the events perspective.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The return on investment has been tremendous."
"The amount we invested in Gupshup is actually a benefit for us because the ROI in terms of student admissions was growing each year."
"Gupshup has impacted my organization very positively; it is a good platform, very reliable, and this is the first platform that we have used where we did not feel any need to switch over to any competitor because Gupshup is everything it markets itself to be."
"In my experience, the best features Gupshup offers include the ability for a user with no prior knowledge of code to also use this platform if they are creative."
"At BookMyShow, I typically achieved delivery rates above 95%, read rates between 60 to 80%, and click-through rates noticeably higher than other comparable tools."
"I believe Gupshup has made the process of integrating WhatsApp for customers more agile."
"My main use case with Gupshup was flawless; it was very user-friendly, and I personally loved using it."
"Gupshup has positively impacted my organization by helping me achieve a lower customer acquisition cost than another BSP."
"We have had a positive impact from Hightouch, and one area where we had that impact is on the handling of customer data."
"The feature that made the biggest difference day-to-day is Hightouch's ability to create normalized, performant data models, which could truly aid enterprises dealing with a variety of data systems."
"Hightouch's best features include a simple and easy-to-navigate user interface, which means there is not much of a learning curve involved, simplifying the process of setting it up and selecting desired fields along with using the query editor."
"There are definitely improvements in analytics quality because of the contracts they provide on the control plane, and there were also definite time savings."
"With campaigns like flat battery, for example, we have managed to save over six figures a year."
 

Cons

"If I suggest an improvement, I would desire to see deeper analytics."
"I think Gupshup could be improved with online support or WhatsApp support so that we can talk directly with an agent, instead of working only by email."
"I remember that I was trying to get the webhooks about account information, and I had trouble finding in the documentation how I could receive webhooks about the account, such as when we have an account that could be blocked or when the limit of messages might be erased."
"The main thing the support team should do is give immediate resolution, not take a day or two or three days."
"Sometimes it stays in the pending part and it might not get approval from the Meta side, so that is one thing which needs to be improved."
"I think their customer support needs to be improved as they have a very slow response time and lack local support, especially in Indonesia."
"Gupshup could be improved by adding more selection of templates."
"Gupshup can be improved in terms of the UI and the design of the particular model."
"However, it feels to me that the entire events offering is a bit of a second-class citizen in the suite of tools they offer."
"Hightouch can be improved in a number of areas, but one of them is being on the applicability in small users and organizations."
"Hightouch is a mature product, although it still needs to catch up with leading CDPs."
"I still think it is a bit clunky in some areas and it can be improved further; it is not a perfect tool yet, but it definitely does as advertised."
report
Use our free recommendation engine to learn which AI Customer Experience Personalization solutions are best for your needs.
921,523 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Manufacturing Company
18%
Comms Service Provider
15%
Construction Company
11%
University
11%
Manufacturing Company
13%
Outsourcing Company
11%
Financial Services Firm
9%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise1
Large Enterprise7
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise2
Large Enterprise4
 

Questions from the Community

What is your experience regarding pricing and costs for Gupshup?
The pricing part was taken care of by the finance team, so we do not have any idea about the pricing part.
What needs improvement with Gupshup?
One thing I feel is that creating a template takes a bit of time for us. After creation, the approval part takes time. Sometimes it stays in the pending part and it might not get approval from the ...
What is your primary use case for Gupshup?
I have been using Gupshup since the beginning of my journey with GITAM for communications. It helped me in sending all WhatsApp bulk messages to all targeted students and parents. The main purpose ...
What needs improvement with Hightouch?
One way Hightouch can be improved is that you should be allowed to easily export data that goes through journeys. At the moment, there is no simple way to do that, so this is definitely a feature t...
What is your primary use case for Hightouch?
My main use case for Hightouch is to facilitate our marketing campaigns, particularly our email campaigns.A specific example of how I use Hightouch for my marketing and email campaigns is that if w...
What advice do you have for others considering Hightouch?
I rate Hightouch a 7 out of 10 because I think it has improved a lot in the past 18 months. They are always willing to add more features. I still think it is a bit clunky in some areas and it can b...
 

Comparisons

 

Overview

Find out what your peers are saying about Gupshup vs. Hightouch and other solutions. Updated: October 2026.
921,523 professionals have used our research since 2012.