# Zenvia Customer Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Zenvia Customer Cloud the right Customer Communications Management solution for you? Explore 359 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/265368/Zenvia-Conversion/reviews --- Zenvia Customer Cloud 4.1 (359) [View alternatives](https://www.capterra.com/p/265368/Zenvia-Conversion/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Zenvia Customer Cloud Ease of use 4.2 Customer Service 4.0 ## Pros and Cons in Reviews JM Jorge M Operations AssociateFinancial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “Creating new contacts or beginning conversations with new customers is critical to good service.“ November 28, 2023 JM Jorge M Operations AssociateFinancial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “It has little to no data on conversations, badges or labels are extremely hard to manage.“ November 28, 2023 IL Ivan L Marketing ManagerHospital & Health Care, 11 - 50 employeesUsed the software for: 6-12 months. “It is a tool that is constantly evolving and that allows us to use its new features in order to provide the best experience to our contacts and prospects. As I mentioned previously, for us the main problem that we were able to solve was the formalization of our communication process through WhatsApp with our contacts and prospects.“ August 27, 2021 Mahmoud A PROJECT MANAGERAutomotive, 10,001+ employeesUsed the software for: More than 2 years. “I do not like to close the passing chats 24 hours a day and that you do not have the selection option a message and answer that it not to lose the thread of the conversation“ May 7, 2022 Ayush U Software EngineerFinancial Services, 201 - 500 employeesUsed the software for: Less than 6 months. “Automatic assignment of new clients helps a lot in increasing the capacity in providing the service to our customers in the fastest possible way.“ October 7, 2021 Nimbe M Analytics and OperationsTelecommunications, 201 - 500 employeesUsed the software for: 6-12 months. “As my title says, the worst part is Searching contacts and Contacting Sirena's Support Team, sometimes I need to look for a specific contact and it won't find it by its number, but its name, which very frequently is changed by the prospect.“ October 28, 2020 CB Cesar B IoT ExpertTelecommunications, 2 - 10 employeesUsed the software for: 6-12 months. “sirena allows us to serve our clients via whatsapp with 3 agents simultaneously at a very reasonable cost for our small business.“ June 1, 2020 AI Alonso I Ingeniero IndustrialAutomotive, 2 - 10 employeesUsed the software for: Less than 6 months. “Since you are having conversations with customers, sometimes de responses that customer do over a previous text are quite important. But Sirena does not support that, so you dont know what is the customers message reffering to, so you need to lose time asking what message is he reffering to.“ April 5, 2021 ## Showing most helpful reviews Showing 1-25 of 359 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Mahmoud A. PROJECT MANAGER Automotive Used the software for: 2+ years ### "Great customer service app" May 7, 2022 5.0 My experience with Sirena has been very positive. It is noteworthy customer service and the excellent predisposition to resolve any restlessness that arises. Pros The product is very interactive, which allows us to speak simultaneously by note with the other person in charge of the leader, not to mention the many filters that I am afraid of better locating and filtering each client, I like the possibility of managing the sales team in real time, Ease of housing office work as an administrator acting directly in sales, through internal contact with sellers Cons I do not like to close the passing chats 24 hours a day and that you do not have the selection option a message and answer that it not to lose the thread of the conversation Review Source MM Mayte M. Marketing manager Real Estate Used the software for: 6-12 months ### "Futures an costumer support" June 5, 2020 4.0 Pros The app is very friendly and easy to use, the stats are very useful, is good idea to integrated with Facebook messenger and Sirena could work as omnichannel very soon. Cons The app is a great idea, but still, with some technical problems such as the integration with messenger that is not working on the mobile, the customer support is so slow to answer and many times they don´t have the knowledge or decision power in order to solve the issues, to be honest, is the worst part in Sirena Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Zenvia Customer Cloud Because \[SENSITIVE CONTENT HIDDEN\] did an excellent job! Review Source Response from Zenvia June 10, 2020 Hi Mayte, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We're always improving our product, so I'll pass this off to the team to take this into account. Best, Luis JM Jorge M. Operations Associate Financial Services Used the software for: Less than 6 months ### "Feature lacking CRM with bad customer support" November 28, 2023 3.0 Zenvia is a good option for those looking to chat with clients but not really getting too invested in data. If you are looking for software that delivers quality data on customer interactions look elsewhere. Customer service is also very bad. Pros The chatting feature is actually pretty good. The UI is intuitive and conversations are easy to manage. Creating new contacts or beginning conversations with new customers is critical to good service. Cons Aside from real time messaging, Zenvia lacks most other features that make CRM a good investment. It has little to no data on conversations, badges or labels are extremely hard to manage. Customer support is terrible and hard to get a hold of. Review Source DC Diego C. Manager Veterinary Used the software for: I used a free trial ### "Review" May 14, 2020 5.0 managing a big quantity of leads thru WhatsApp is insane, Sirena help us doing this, nice and easy Pros ability to organize leads and set reminders because of the integration with WhatsApp messenger Cons It lacks a funnel view of the customers Reason for choosing Zenvia Customer Cloud I thought that Sirena had many more administrative functionalities, besides its lack of a funnel view. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) every time I chatted with a customer thru WhatsApp, I had to go to Trello to fill the data, sometimes I chatted with too many customers and had to return to all the chats to remember what to fill, sometimes data went missing or leads were not recorded. Review Source Response from Zenvia May 29, 2020 Hi Diego, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We're always improving our product, so I'll pass this off to the team to take this into account. Best, Luis jR julia R. operations manager Real Estate Used the software for: 6-12 months ### "julia's review " December 11, 2020 4.0 Pros Easy to use Intuitive Feels like using whatsapp web Cons Poor reports. I manage a team of 30 analysts, who talk to clients on Sirena all day long. I cant control which analyts has the longe reply time, how many clients are online waiting for a reply and for how long... etc Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Abble to use audio messages and send/receive files. Review Source kwandile Mabutho K. Reviewer Accounting Used the software for: 6-12 months ### "Zeniva Conversion " January 6, 2024 3.0 Pros Its a great tool when it comes to assisting in communication with international people Cons The live chat cost more when using data connection Review Source Eduardo A. Owner Education Management Used the software for: 1-2 years ### "Need more automation and a better phone app" November 9, 2020 5.0 Good, easy to use, need more features, more detail reports, forcast. Pros Easy to use, friendly. easy to integrate with other apps, in general is this. Cons We don't like the app to ios, we need a catalog of products or services, we most have this feature, and more automation. Alternatives considered [Chili Piper](https://www.capterra.com/p/171443/Chili-Piper/)[Pipeliner CRM](https://www.capterra.com/p/125911/Pipeliner-CRM/) Reason for choosing Zenvia Customer Cloud whatsapp Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) We needed whatsapp Review Source Response from Zenvia December 15, 2021 Thank you! We always count on your valuable feedback to keep on improving. Diego B. CEO Retail Used the software for: Less than 6 months ### "A must in this everyday new reality" April 24, 2020 5.0 Sirena made it easy via Whatsapp, the most used and urgent channel for cummunication, available for anyone to make their inquiry and administrated by several users, it was water on the dessert. We used to have several numbers of whatsapp available for our users, but each one administrated by one person, the demand was disaggregated and unmanageable. Pros We where stacked with piles of clients shouting for attention, buyers that bought over several digital channels that weren´t happy at all with our service. Sirena made it easy via Whatsapp, the most used and urgent channel for cummunication, available for anyone to make their inquiry and administrated by several users, it was water on the dessert. We used to have several numbers of whatsapp available for our users, but each one administrated by one person, the demand was disaggregated and unmanageable. Cons At first i was reluctant about pricing.. but the value that adds make the equation as positive as it should get Review Source Response from Zenvia May 29, 2020 Hey Diego, Thanks for the positive review! We love hearing from our customers especially when our product is able to make a positive difference to them. Thanks again, and we hope to hear from you again soon! Luis. Nicolás José T. Marketing Automotive Used the software for: 2+ years ### " Very good app" April 29, 2020 5.0 Pros The software has an easy to use interface. And with great statistical support. Cons The selection of leads with the different groups. Review Source Response from Zenvia May 29, 2020 Hi Nicolas, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. You'll probbably be glad to know that we launched our Shared Inbox feature, so you will be able to select leads through groups. Best, Luis Richard D. Automation Leader Marketing and Advertising Used the software for: 1-2 years ### "A solution for your digital team!" May 4, 2020 4.0 It has been wonderful! An excellent team to work with. 100% recommended Pros Sirena helps with teams to comunicate with an unique and automatized channel, such as WhatsApp. The integration with severals tools allow to external software, but, the most like about the software is the possibility to use one WhatsApp number for all my team! Cons A bot developer option, massive sending message to your opt-in contactas Review Source Response from Zenvia May 29, 2020 Hi Richard, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. You'll probbably be glad to know that we launched Sirena Bots and soon we will have the chance to send massive templates to your contacts, hope it fits with your needs. Best, Luis AR Alejandro R. General Manager Retail Used the software for: Less than 6 months ### "My experience with Sirena" September 15, 2020 3.0 Pros It's really very ease to use Sirena and the process for implementation is short. Cons It has several brokes down per month. That's somehting Sirena must resolve immediatly. Reason for choosing Zenvia Customer Cloud Because is a local company and \[SENSITIVE CONTENT HIDDEN\]i is great selling the not only the platform but the company. Review Source Response from Zenvia December 10, 2021 ¡Gracias Alejandro! Siempre contamos con sus valiosos comentarios para seguir mejorando. PF Pablo F. Director Marketing and Advertising Used the software for: 6-12 months ### "Very good product" April 29, 2020 4.0 Support team is good and dedicated. Sales rep is excellent. We like the software and look forward to improvements. This is all very new. Pros Ease of use. Pretty straight forward. Easy to implement. Cons Rotation rules can improve. Zoho integration too. Would like better integration with our crm rather than think of sirena as a crm. For us sirena is a communication tool to better assist customers but not a crm. Review Source Response from Zenvia May 29, 2020 Hi Pablo, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We understand CRM as a Customer Relationship Management tool. In our case, Sirena app allows you to manage the conversations and relationships that are built online and multichannel with leads and customers. Best, Luis FL Francisco L. Gerente Hospital & Health Care Used the software for: 6-12 months ### "Excelente tool for all business" April 29, 2020 5.0 Pros Múltiples users un the same WhatsApp line, excelent managment team Cons Not allow messenger and Instagram direct Switched from [noCRM](https://www.capterra.com/p/132752/You-Don-t-Need-a-CRM/) WhatsApp feature Review Source Response from Zenvia May 29, 2020 Hi Francisco, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena You will probably glad to hear that Sirena is now 100% integrated with Facebook Messenger, so you will be able to answer all DM through our platform. Best, Luis FC Facundo C. CEO Telecommunications Used the software for: Less than 6 months ### "Excellent software, but with some quirks" September 14, 2020 4.0 While sirena is amazing, very hard work must be put into its availability, this software must be HA-compliant, this cannot go down... And a better tech support is apreciated. Pros Its like whatsapp really, with some enhancements features that stand out from the rest. Cons Several issues happened in the few months we have with the software, several outages, slow downs, some issues with some services, and the VERY VERY SLOW response in tech support... this software is BUSINESS CRITICAL for us, if sirena doesnt work, we loose all of our customers in that day or make angry the current users... tech support MUST BE 24/7 and with a reasonable response time, i cannot wait a full day to get an anwser to a problem we have NOW. Reason for choosing Zenvia Customer Cloud The onboarding, the branding, marketing, previews of the software looks really easy to use. Review Source Response from Zenvia December 10, 2021 ¡Gracias Facundo! Siempre contamos con sus valiosos comentarios para seguir mejorando. MM Manuel M. CEO Information Technology and Services Used the software for: 6-12 months ### "Great customer service solution" June 1, 2020 5.0 Sirena let us take the cliente to our different business lines without even noticing, our selling process is much faster this way. Pros Sirena has helped us improved our customer service, we can transfer conversations through our team very rapidly, now our customer journey is ver smooth. Cons At the beggining we could not connect to Facebook messenger, but now we can. Reason for choosing Zenvia Customer Cloud Mobile app Review Source Response from Zenvia November 12, 2021 Thank you Manuel ! We are so happy to read your review. It inspires us to continue working and improving. Thank you CI Cristhian I. JEFE DE SUCURSAL Automotive Used the software for: 1-2 years ### "EXCELLENT SOFTWARE" June 10, 2020 4.0 IS A VERY GOOD SOFTWARE TO MANAGE OUR CLIENTS LEADS, VERY INTUITIVE AND AFFORDABLE Pros EASY TO USE, AND VERY GOOD WAY TO ADMINISTRATE OUR CLIENTS Cons NOTHING, I LIKE A LOT, REALLY GOOD SOFTWARE Review Source Response from Zenvia November 26, 2021 Thank you Cristhian ! We are so happy to read your review. It inspires us to continue working and improving. Thank you JF Jeronimo F. Marketing Assistant Telecommunications Used the software for: Less than 6 months ### "Almost Perfect" June 4, 2020 4.0 As I said, my experience was very good, but I would improve some things to make Sirena a better plaform. Pros The platform is incredibly easy to use. It is very comfy and it wasn't hard to implement it on my daily basis job Cons I set the title "Almost perfect" just because there were some aspects that I didn't like. For example, sending times. Sometimes the app took almost 1 day to send my messages! Also, I found a little uncomfortable the fact that i cant organize my contacts and delete the ones I know aren't important anymore. Apart from that, nothing else to complain about. Review Source Response from Zenvia June 10, 2020 Hi Jeronimo, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We're always improving our product, so I'll pass this off to the team to take this into account. Best, Luis MT Marcelo T. Operations Director Financial Services Used the software for: 1-2 years ### "Customer Support is to slow, very slow! Inacessible every time." April 30, 2021 3.0 Great for little companies, with few customers and few employees. Pros Interface, facility to use, interactive, very sample. Cons The support, the UpTime, the software is very instable in Brazil. Reason for choosing Zenvia Customer Cloud Facility and cost. Review Source AI Alonso I. Ingeniero Industrial Automotive Used the software for: Less than 6 months ### "Tremendous change, some features should be implemented" April 5, 2021 5.0 I am using it for the first month yet but things are working pretty well and I am really enjoying the better results. Pros I really can expand the capability of the team where we can be helping clients at the same time. Before Sirena I was depending on Whatsapp Business and a phone son our attention to customers was pretty bad. Cons Since you are having conversations with customers, sometimes de responses that customer do over a previous text are quite important. But Sirena does not support that, so you dont know what is the customers message reffering to, so you need to lose time asking what message is he reffering to. Pretty bad in that sense. Reason for choosing Zenvia Customer Cloud Price and functionality. Review Source SC SAMUEL C. MARKETING MANAGER Apparel & Fashion Used the software for: 6-12 months ### "Easy communication software to talk to clients and prospects" May 11, 2020 4.0 The team is spread in some places of LATAM. They need to structure their knowledge better, the salesperson told me that I could use 2 lines for 1 team, but after I signed the contract that was not able to do so. Pros Easy to use, customer support is fast. Only able to use for WhatsApp. Cons Layout still cripple, Facebook blocks a lot of functionalities, not able to have multiple services into the system (ex. twitter, Facebook), 2 telephone lines can not be control by one group, expensive. Review Source Response from Zenvia October 15, 2021 Hi Samuel! Thank you for your review, we appreciate it. You left last year and since then we've improved a lot all the functionalities that you mentioned. How's it going now? Feel free to share it with us. Thank you DL DIEGO L. ASISTENTE DE BI Automotive Used the software for: 6-12 months ### "GENERAL REVIEW" January 7, 2021 3.0 REGULAR Pros THE INTREGATION WITH OTHER APPS, Cons THE API DON'T HAVE INFORMATION MORE THAN 30 DAYS TO DATA EXPORT Reason for choosing Zenvia Customer Cloud THE ONLY OPTION IN THIS MOMENT Review Source JA Julio A. Gerente de Ventas Food Production Used the software for: 6-12 months ### "Good" January 11, 2021 5.0 So far it has been good Pros it is easy to use and adapts well to operation Cons I would like to have more sales reports Thaks Reason for choosing Zenvia Customer Cloud No Review Source LH Lauren H. teacher E-Learning Used the software for: I used a free trial ### "A good test for Multichannel CRM" July 23, 2021 5.0 I've been trying it for a few days and it's just what I was looking for. I'm planning to start using it on real customers once the team approves it. Pros It was easy and intuitive to start using the WhatsApp line and even more to get my line of Facebook messenger. In less than a few clicks I was already testing the channels. Cons I haven't been able to set up an automation bot in the trial. It seems quite simple but I wish there could be one by default. Review Source DS Daniela S. Marketing Manager Automotive Used the software for: Less than 6 months ### "Very glad with this incorporation to our company" April 30, 2020 3.0 Pros We are very comfortable because it's very user friendly. Cons The customer support, it's very complicated to communicate by email with the support. We don't understand their responses. Review Source Response from Zenvia May 29, 2020 Hi Daniela, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We're always improving our product, so I'll pass this off to the team to take this into account. Best, Luis MH Mateo H. CEO Hospital & Health Care Used the software for: Less than 6 months ### "Technical issues " August 5, 2020 1.0 Not good. Too may problems Pros Ease of use and integration with WhatsApp Cons Many technical issues that complicate the use. Slow assistance and problem solving. Review Source Response from Zenvia August 13, 2020 Hi Mateo, Thanks for your review. We value your feedback and are thrilled you're enjoying Sirena I appreciate your comments. We're always improving our product, so I'll pass this off to the team to take this into account. 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