Callbell vs Spoki: Why Are More Companies Choosing Callbell?

Nowadays, customer experience has become one of the main factors that allow companies to diversify. This is why it is of fundamental importance to have highly specialized tools capable of managing and facilitating communication between customer and company. Platforms such as Spoki and Callbell, for example, are able to offer solutions that can be improved and adapted to interactions on WhatsApp and other communication channels such as Facebook and Instagram. However, there is a tendency for commercial activities to migrate directly to Callbell.

In this article, we will compare Spoki and Callbell, analyzing and understanding every single aspect, their approaches, their features.

1. Differences in approach: automation vs collaboration

We can say without a shadow of a doubt that the main difference between Callbell and Spoki lies precisely in the implemented approach. On the one hand, in fact, Spoki tends to focus on offering automated messages on WhatsApp – an approach that we could define as conversational marketing – while Callbell focuses on creating a highly cooperative platform with flashes of automation.

Spoki:

• Perfect for broadcast campaigns on WhatsApp with approved templates.
• Focuses on automation and scheduled flows.
• It is useful for anyone who tends to prioritize outgoing communications.

Callbell:

• Designed to ensure constant collaboration between agents.
• Single inbox for WhatsApp, Messenger, Instagram and Telegram.
• Ideal for teams with a high volume of chat messages.
• Allows you to tag, assign, take internal notes and completely automate workflows, leaving the right space for human agents.

Therefore, we can say that this information certainly makes Callbell more complete and flexible, thanks to personalized attention and teamwork.

2. Multi-channel mailbox: a highly fluid experience

Here is one of the major advantages of Callbell compared to Spoki: its multi-channel mailbox. The basic idea is not only to rely completely on WhatsApp, but to integrate even more communication channels so that they can be managed from a single mailbox, where the team will manage the chats.

This means that the assistance and support team will not have to switch from one platform to another to resolve a customer's doubts. All messages, regardless of where they come from, will arrive in the same place, by improving the speed of response and maximizing productivity.

On the other hand, Spoki, since it focuses entirely on WhatsApp, tends not to offer a multi-channel mailbox among its many features. Therefore, companies that are present on multiple platforms represent a serious limitation.

3. Team Management: assignment, internal notes and collaboration always in real time

Another key reason why companies prefer Callbell is certainly the attention given to the management of their teams. In fact, with Callbell, you can:

• Create work teams and assign conversations automatically (round robin).
• Mark agents as available or not.
• Reassign chats when an agent is absent.
• Leave internal notes (visible only to the team).
• Mention colleagues with “@” so you can collaborate in real time.

These features make work dynamic, unlike Spoki, which does not have these features, since it was not designed to be a multi-agent platform.

4. Real-time metrics and statistics: make informed decisions

Callbell has recently implemented a dashboard with real-time statistics and an advanced reporting module to view and monitor:

• How many chats are active.
• How many messages are handled per hour/day.
• The average response time per agent.
• The percentage of closed conversations compared to those opened.
• Team productivity by channel.
• The time to close a conversation.
• The time to resolve a single case.

These metrics allow support and sales teams to always make informed decisions. They are ideal for identifying the best performing agents and taking actions to improve the effectiveness of support.

On the other hand, Spoki does not have a multi-channel chat module and does not offer such specialized metrics.

5. Automation without losing the human touch

Although Spoki is the leader in creating automated flows, Callbell offers really interesting automations, with a fundamental difference: they are created in order to integrate human work in both support and sales, making all work more efficient and productive.

In fact, with Callbell, you can:

• Automate messages via chatbots.
• Classify contacts by labels or sales channels.
• Route them to a specific team or person.
• Request data before assigning a human agent
• Integrate with external tools via webhooks and APIs.

These features allow you to filter leads, speeding up the service and giving importance to the most urgent requests, without the customer ever feeling neglected. In fact, Callbell automations can integrate perfectly with the intuitive and collaborative interface.

6. Integration with CRM and external tools

Callbell offers integrations with platforms such as Pipedrive, HubSpot, Zapier, Google Sheets and many others, thus allowing a real-time synchronization of leads, chats and collected data. However, Callbell is also a CRM, thus allowing the management of all customer information from the same platform to improve business efficiency.

Furthermore, thanks to the APIs, it is possible to generate highly customized workflows, integrations and automations for companies that require specific processes.

Spoki also offers integrations, but they tend to be more limited to delivery workflows, with little attention to the customer ecosystem, metrics, sales and decision-making process.

7. Support in English and a dedicated team

Callbell focuses mainly on the English markets, offering 100% customer service in English, with support always ready to answer any questions or doubts. In addition, the Callbell team is completely available and in constant contact with all its customers, in order to improve their final experience.

Spoki, while very reactive, is less focused on human activity and more focused on promotional campaigns.

8. Competitive price and real scalability

Callbell offers a wide range of plans, capable of always giving variety of choice to the customer: whether they are small teams or large-scale operations. This means that you do not have to pay for something you do not actually use.

The prices are transparent, with no hidden surprises.

On the contrary, Spoki can become extremely expensive if you need many templates, workflows or extra features, also requiring constant approvals for all outgoing messages.