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KAYAKO VS ZENDESK: WHICH SOFTWARE IS RIGHT FOR YOUR BUSINESS?



Table of Contents [+]

 * 1 What is Kayako?
 * 2 What is Zendesk?
 * 3 Pros of Kayako
 * 4 Pros of Zendesk
 * 5 Kayako vs. Zendesk Features Comparison
 * 6 Ticket Management -Kayako vs. Zendesk
 * 7 Reporting and analytics -Kayako vs. Zendesk
 * 8 Security -Kayako vs. Zendesk
 * 9 Integrations -Kayako vs. Zendesk
 * 10 Ease of Use
 * 11 Live Chat Features
 * 12 Customer Support
 * 13 Mobile & Desktop Platform
 * 14 Help Desk
 * 15 Knowledge Base
 * 16 Frequently Asked Questions
 * 17 What are some alternatives to Kayako and Zendesk?
 * 18 Which tool to choose for small businesses?
 * 19 What is better Kayako or Zendesk?

Customer service is a tough job, but it’s an increasingly important one in
today’s business world. That means that businesses need to find the right tools
and software to help manage their customer service departments efficiently. With
so many options out there though, how is a company supposed to decide which tool
is best for them?

If you’re looking for customer service software, you’ve probably heard about the
two most popular solutions: Kayako and Zendesk. Both of these CRMs offer a lot
of different features to make your business more successful, but which one is
the best choice? This article will help answer that question by comparing them
side-by-side.


WHAT IS KAYAKO?



Kayako is a customer service software used by midsize and enterprise businesses
to help them manage their email, social media channels (like Facebook
Messenger), phones, tickets, chats, or websites. The end goal is simple: To
provide consistent answers that customers will love while saving your employees
time and frustration. Also, Kayako can be used to capture customer feedback.

Kayako uses the most up-to-date technology to reduce errors and automate
processes that are time-consuming or repetitive, allowing your team to focus on
more important things. Kayako is also available in 18 languages with a global
support center so you can help customers no matter where they are located!


WHAT IS ZENDESK?



Zendesk is an all-in-one customer service software that includes help desk
ticketing, live chat, and knowledge base solutions for businesses.

The solution is designed to make support teams more efficient by streamlining
communication with customers. The software provides tools like automated email
responses, knowledge bases (to answer frequently asked questions), and a
customer service portal for agents to solve problems.

Zendesk is unique because it provides all of these solutions in one platform,
which helps businesses save time and money. In addition, the solution is
easy-to-use with an intuitive interface that can be customized to fit the needs
of each company.


PROS OF KAYAKO

Kayako’s pros are that it is very simple to use and has an easy-to-navigate
interface.

Kayako’s pros are that the customer service team can easily access all
information in one place, allowing them to save time when responding to
customers.

Kayako’s pros are that it has a knowledge base for self-service, just in case
customers have questions before they contact support.


PROS OF ZENDESK

Zendesk’s pros include the fact that it’s free for up to ten agents, has a
modern UI and is easy enough even for novice users.

Zendesk is also open-source software which means they have great support from
their community of developers who can offer input on product development or
build add-ons and integrations with other services so you don’t need to look
elsewhere.

Zendesk boasts a secure and stable platform with good reporting, powerful
automation tools, and excellent customer support via phone or email 24/365.


KAYAKO VS. ZENDESK FEATURES COMPARISON



Comparing the features of competitors is important for businesses because it
helps them choose the best software to meet their needs. Zendesk and Kayako are
two customer service applications that have different features, so companies
using both will see differences between these products.

The audience looking for an application like Kayako is mainly a business that
needs a solution for in-house customer support. Zendesk is more suited to
helpdesks, call centers, and companies using third-party software to provide
technical or sales support.


TICKET MANAGEMENT -KAYAKO VS. ZENDESK



Ticket management is a process of handling customer complaints, suggestions, and
other messages about the company or product. It is important that these messages
are handled as quickly as possible to ensure the customer’s satisfaction with
your business.

Ticket management is important to both Kayako and Zendesk. Both ticket
management software provides a way for you to keep track of all incoming emails,
support requests, etc.

Kayako has the ability to assign tickets to different team members, set priority
levels, and also see all of your activity in one place. On top of this, there is
no limit on how many emails you can process with their system which makes it an
excellent choice for businesses that receive a lot of messages or have a large
team.

Zendesk is also a great choice for ticket management because it allows you to
track all incoming emails and support requests in one place. Zendesk has the
ability to assign tickets, set priority levels, create custom fields that will
save time when responding or following up with customers, and provide useful
analytics that allows your team to see what’s working and where they can
improve. Zendesk has a limit of 1000 tickets per month which is perfect for most
small businesses that receive an average amount of messages or have just one
person on the team responding.

In terms of ticket management, Kayako is better than Zendesk. Kayako has
flexible options for creating custom fields which allows you to save time when
replying or following up with customers and it also displays all of your
activity in one place. On top of this, there’s no limit on how many emails you
can process through their system making it a great choice for businesses that
receive a lot of messages or have a large team.


REPORTING AND ANALYTICS -KAYAKO VS. ZENDESK



Reporting and analytics are crucial to a business. With reporting, businesses
can better understand what marketing campaigns are working and which ones aren’t
so they know where best to invest their time and resources in the future.
Analytics is important in order to track and collect data, which can then be
used for reporting. Also, Reporting and Analytics is important because it shows
the customer how marketing is helping their business.

Kayako’s Reporting and Analytics come with a built-in reporting engine, which
shows customers what’s working and what isn’t. Customers can create custom
reports to find exactly the data they need in order to make informed decisions
about their marketing campaigns. Zendesk doesn’t come with any analytics or
reporting tools out of the box; however, it does integrate easily with
third-party analytics and reporting tools.

With the built-in reporting engine, marketing teams can easily generate reports
that show them what campaigns are working best for their customers so they know
where to invest their resources in order to get the highest return on investment
(ROI). This ensures campaign success and helps marketers achieve their goals.

Zendesk’s Reporting and Analytics are simple and straightforward. With Zendesk,
marketers can integrate their accounts with third-party analytics tools such as
Google Analytics in order to track site traffic and conversions from marketing
campaigns.

Zendesk integrates easily with third-party analytics tools, so customers can
choose the analytic tool that works best for them. For example, it can connect
to Google Analytics or Mixpanel. With this data from analytics tools integrated
with Zendesk, marketers can easily see how their marketing efforts are
performing.

In terms of Reporting and analytics, Kayako is a clear winner. Kayako offers
powerful analytics and reporting tools that help marketers better understand
their customers’ needs as well as the performance of their marketing campaigns
so they can make educated decisions about future efforts. With Zendesk, on the
other hand, it’s up to individual users to integrate with third-party analytic
tools in order to gain insights into their marketing efforts.


SECURITY -KAYAKO VS. ZENDESK



Security is a very important aspect of any marketing campaign. If you’re going
to spend money on advertising, it’s crucial that your data is secure and
protected from the many cyber criminals online looking for easy targets. Also,
software with good security will be more reliable and will make business owners
happy.

Kayako’s security is strong and it has a good history of dealing with
cybercriminals. Their security team has been an early partner of Bugcrowd and
responsible for some of the most prolific vulnerability discoveries on their
platform.

Zendesk’s security is strong as well, meaning that both companies have a good
reputation online when it comes to security issues. Their software is trusted by
thousands of business owners, which means they’ve invested a lot in making sure
that it’s reliable and secure.

Kayako offers several security features which are great for businesses looking
to protect their data and reputation on the internet. They have a very strong
firewall and a strong bug bounty program which encourages security researchers
to find vulnerabilities in their software. Aside from that, Kayako’s security
team is very proactive and they’re constantly improving the product.

Zendesk also offers several security features which are great for businesses who
want to build a secure and safe environment for their clients. They have several
security certifications, like ISO 27001; they offer the highest level of
encryption which is PCI Complaint, and they also do vulnerability management on
all components of their software. Also, Zendesk’s security feature is constantly
updated and improved.

In terms of security, both Kayako and Zendesk are great choices. They have good
reputations on the internet, they’re constantly improving their security
features, and most importantly – both companies offer a bug bounty program that
encourages security researchers to find vulnerabilities in their software.

In terms of security, Zendesk is a bit more advanced because they have several
security certifications. On the other hand, Kayako’s structure has made them
very proactive in terms of updating their software and fixing known
vulnerabilities.


INTEGRATIONS -KAYAKO VS. ZENDESK



Integrations are the connections that are built into the software to allow
information sharing between different programs or “systems.” Using integrations
to connect software can make life much easier because it allows information to
be shared between the two systems without having to manually input or transfer
data. Integrations, like Zendesk and Kayako, use this connection technology in
order to interact with other programs that a business might need for their
everyday operations. For instance, integrating all aspects of a business’s
marketing strategy can make it much easier for a company to track how different
parts of the system are performing.

Kayako’s Integrations is a feature that allows for more than 50 of the most
popular apps to be connected with Kayako’s software. The integration of
different programs allows businesses to automate their processes and make things
run more efficiently. Also, making a connection between two separate systems can
save time by allowing information from one system to automatically populate into
another program which is very useful when needing to transfer data.

Zendesk’s integrations allow you to connect your software with 100+ applications
like Salesforce, Pipedrive, Mailchimp, Google Calendar, etc. This integration
system makes it easy for users to choose which tools best suit their workflow,
allowing them to customize the software based on their needs. Users can also
create personal integrations which are saved connections that allow teams to
work more efficiently. Also, the integration of Zendesk with other programs
makes it possible to fully automate the process without having to manually enter
data. There are also integrations that can be created with Zendesk’s API, which
is an application program interface that gives third-party developers access to
their software so they can build custom tools for specific needs of clients.

In terms of Integrations, Kayako and Zendesk both have different features that
can be useful for a business. Kayako offers more than 50 integrations, while the
number of applications integrated with Zendesk is over 100+. Furthermore, users
are able to create personal integrations which allow them to connect their
favorite programs together in order to improve workflow efficiency. Ultimately,
both systems are beneficial when it comes to integrations; however, depending on
what your company needs in order to run efficiently you can decide which program
is best for your business.


EASE OF USE

Ease of use is an important factor when it comes to marketing software because
the easier a program is to use, the more likely customers are going to keep
using it. An easy-use software is also easier to train employees on which can
save time and money. It is important because it makes a company look more
professional and can help companies save money.

The ease of use of Kayako is ranked the highest out of the two because it is
easier to understand and navigate. The program itself is very straightforward
and simple but still allows for advanced customizations which some users may
prefer over the simplicity of Zendesk’s layout.

Kayako has a rating of 100 out of 100 for the Ease-of-Use, which is based on how
easy it was to find information and complete tasks within each program. Kayako’s
ease lies in its simplicity as well as being very thorough with every aspect so
there are not many questions left unanswered after using the software.

Zendesk’s ease of use has a rating of 80 out of 100. Users said that the design
is intuitive and easy to navigate, but it lacks the features needed for more
complex support operations.

Kayako has an easier learning curve because its interface is very intuitive and
straightforward. Zendesk, on the other hand, can be overwhelming at first
because it has a lot of features that may not all be needed by some users. This
software is good for more advanced companies looking to use support ticketing in
multiple ways such as marketing or CRM purposes.

Kayako has higher ease of use than Zendesk because it is much simpler and
straightforward. Its interface and design also make it easier for users to find
their way around the program as well as complete tasks without getting confused.
Lastly, Kayako allows more customizations as well as being able to choose from
different designs for the layout.

In terms of ease of use, Kayako is the better option because it has a rating of
100 compared to Zendesk’s score of 80. It also gives users more customizations,
which may be something that some businesses are looking for in support ticketing
software. Kayako is also much simpler and straightforward, making it a better
choice for those looking for something less complicated.


LIVE CHAT FEATURES



Live chat features let users reach out to businesses directly, for instant
support.

This provides real-time customer service and improves loyalty by ensuring that
customers feel valued and attended to.

Live chat is quickly becoming the preferred channel for customer service.

It offers businesses a more immediate way to engage with customers, resulting in
increased sales and revenue.

Further, it gives marketers greater visibility into what’s happening on their
website — both good and bad.

Live chat features is important in marketing because it provides a way for
customers to easily reach out and communicate with the business. This is great
because now businesses can provide support directly from their website. It also
gives companies more insight into what’s going on in terms of customer service,
allowing them to improve areas that might need work or just see if everything
looks good!

Kayako’s live chat features let you handle multiple conversations at once.

Kayako’s live chat features let businesses create custom views of their chats
and store them in the system. Also, their live chat features are displayed on a
user’s website.

The live chat features of Kayako and Zendesk are very similar. They both allow
for multiple chats at once and give businesses the ability to create custom
views of their chats. The main difference is that Kayako’s live chat features
can be displayed on a user’s website, whereas with Zendesk this isn’t possible.

Zendesk has real-time chat and email support, which means that agents can handle
multiple conversations simultaneously.

They also have the ability to share screens with customers over chat so they can
guide them more easily through their issues or questions. Zendesk lets teams
collaborate within one platform as well, which is great for businesses because
they can easily handle customer service without switching back and forth.

In terms of live chat features, both Kayako and Zendesk are very similar.

Kayako’s live chat features let you handle multiple conversations at once, give
businesses the ability to create custom views of their chats, have the chat
appear on a website for customers to easily reach out via live chat, and allow
teams within one platform to collaborate so they can handle customer service
easily.

Zendesk’s live chat features are very similar as well but have the added benefit
of being able to share screens with customers over chat so they can guide them
more easily through their issues or questions. Zendesk lets teams collaborate
within one platform as well, which is great for businesses because they can
easily handle customer service without switching back and forth.


CUSTOMER SUPPORT



Customer support is the process of dealing with customer complaints, refunds,
and other issues. It’s important to have a solid Customer Support system in
place because it can save your company money that would otherwise be lost due to
unhappy customers. It is important in marketing because it can lead to viral or
word-of-mouth marketing and customer retention.

The customer support of Kayako and Zendesk are very similar but have some key
differences.

Zendesk has a built-in knowledge base with categories and tags to help agents
find information quickly when they need it most. Kayako doesn’t give their
customers this feature unless you pay extra for it on the Enterprise plan. Both
companies offer live chat support that lets you communicate with your customers
without having to type a message back and forth.

Zendesk offers single sign-on integration for Salesforce, Google Apps, Box,
Dropbox, Slack, etc., which is useful if you want all of those accounts tied
into one place as well as Zendesk. Kayako doesn’t offer anything like this, but
it does integrate with a number of popular apps like JIRA, GitHub, and Zendesk.

Zendesk has a free plan for up to three agents and offers the option to add more
at any time whereas Kayako’s pricing is fixed regardless of how many users you
have. This can be both an advantage and a disadvantage, but Zendesk’s pricing is
more clear-cut.

In terms of customer support, Kayako and Zendesk are similar with some key
differences. Kayako only offers the bare minimum of support whereas Zendesk is
more feature-rich and customizable for those who need it.


MOBILE & DESKTOP PLATFORM

Mobile & desktop platform is a feature that allows businesses to access their
help desk through their mobile devices or desktop computers. It is one of the
most important features for any business, as it lets you monitor customer
service requests wherever you are and respond in real-time- so customers know
that they’re being heard.

The mobile & desktop platform of Kayako is quite easy to use, and it provides a
great way for companies of all sizes to access their help desk. Kayako offers
apps for iOS, Android & Windows devices so that you can manage your customer
service from anywhere- which is perfect if you have employees who work remotely
or on the go. Aside from that, Kayako is compatible with many different email
providers- so you can manage emails right from your inbox.

The mobile & desktop platform of Zendesk, on the other hand, offers apps for iOS
and Android devices as well as Windows computers. The platform allows companies
to access their help desk through tablets or smartphones, monitor customer
service requests wherever they are, and respond in real-time.

Zendesk’s mobile & desktop platform is also quite robust, with apps for Android
& iOS devices. However, Zendesk’s help desk system doesn’t offer a Windows app
(at least not yet). Also, Zendesk does not allow you to access your help desk
through email.

In terms of mobile & desktop platforms, Kayako offers a more robust system that
allows you to access your help desk through multiple devices. Zendesk, on the
other hand, does not allow for Windows apps or email integration- which may be
limiting if those are important features of your business’s needs.


HELP DESK



A help desk is a fast and easy way to provide your customers with the excellent
service they expect. Providing good customer support has been proven to increase
retention rates by up to 50%! In addition, it can reduce costs associated with
churning clients.

Having an efficient Help Desk is one of the keys to providing good customer
support. Today, it’s becoming more and more common for businesses to use the
software in order to provide their customers with effective help desk services
through either phone or email.

Kayako’s help desk is an excellent tool that lets you handle customer requests
through email. It’s integrable with the most popular business applications, such
as Outlook and Gmail, which is great if your company uses these products
regularly. You can also choose between a Paid or Free account depending on the
features you need.

The main drawback of Kayako’s Help Desk is that it doesn’t have a live chat
feature.

On the other hand, Zendesk’s Help Desk is an excellent tool that allows you to
handle customer requests through email, phone, or chat. It’s also integrable
with other business applications such as MailChimp and SalesForce, which is
great if these products are used by your company regularly. You can choose
between a Basic Free account to Unlimited Premium options depending on the
features needed (features include: unlimited agents, bulk actions, templates).

The main drawback of Zendesk’s Help Desk is that it doesn’t offer phone support.

In terms of help desk, Kayako is the superior solution. It has more features
than Zendesk, which allows you to handle customer requests in multiple ways.
While both are good options, Kayako’s Help Desk is better for businesses that
need all of its functionalities.

If your company only uses email or chat regularly then it may be best to go with
Zendesk because it doesn’t have a live chat feature.

However, if your company uses multiple products then Kayako’s the way to go
since you can easily integrate its features with other software that is used by
your team.


KNOWLEDGE BASE

A knowledge base is a database of information that is available to customers and
employees.

This content can be used for many different things, including providing answers
to questions from customers or guiding them through an internal process.
Knowledge Base software allows you to manage all this content easily in one
place. It also provides analytics on the customer engagement with these articles
so that you know which articles are being viewed and engaged with, allowing you
to create even more content that is relevant for your audience.

Knowledge base software provides a lot of value when it comes to marketing
because customers can find answers quickly from the right source instead of
going through other channels or perhaps taking their business elsewhere.

In addition, a knowledge base makes it possible to guide customers through a
process and answer their questions before they even ask it, giving them an
improved overall experience.

The knowledge base of Kayako is organized into categories that are then sorted
by sub-categories.

For example, if you click on the category titled “Account” there is a dropdown
menu with several options to choose from including billing and payments,
password resetting, account settings among others. Clicking one of these will
take you to another screen where articles can be sorted in chronological order
or alphabetically.

Kayako’s knowledge base system is very flexible with the ability to add new
articles, edit them and attach files easily thanks to drag-and-drop
functionality.

The software also allows you to create FAQs (frequently asked questions) where
customers can submit their questions directly through an article page for you or
other employees to answer.

Zendesk’s knowledge base is more traditional in that it has categories, but
there are no subcategories to choose from.

For example, if you click on the “Account” category all of the articles show up
but you don’t have many options for filtering them by topic which can be a
little more time-consuming as you have to read through all the articles.

Zendesk also has a widget that can be embedded within your website or blog,
which allows customers to submit their questions directly from those pages. This
is helpful because it means they won’t leave your site and will receive an
answer quickly before even reaching out to your support team.

In terms of knowledge base, Kayako and Zendesk each have their benefits.

Kayako has a lot of options in terms of how you can organize your articles and
the ability to add files, which is really helpful for getting help with complex
processes or when you need screenshots. Kayako also allows for FAQs so that
customers can submit questions directly through an article page.

Zendesk does not have the same options for how you can organize your articles
but it does make up for this in terms of their Knowledge Base widget, which
allows customers to ask questions directly from specific pages on your website
or blog. Zendesk’s Knowledge Base is also more traditional with categories and
subcategories that are easy to navigate.


FREQUENTLY ASKED QUESTIONS


WHAT ARE SOME ALTERNATIVES TO KAYAKO AND ZENDESK?

Some alternative customer service software of Kayako and Zendesk are Freshdesk,
Desk.com, and Help Scout.

Freshdesk is a cloud-based help desk tool that provides support ticketing and
customer service software. It was created in 2010 by Shan Krishnasamy, Girish
Mathrubootham, and Vipul A M.

Desk.com is an integrated suite of business applications for managing companies’
interactions with customers across email, phone calls, social media channels,
and more. It was launched in 2011 by Salesforce and is a cloud-based customer
service platform that connects calls, emails, chats, and social media channels
into one system to provide businesses with real-time information about their
customers.

Help Scout provides an inbound help desk solution for business owners who want
simple tools to manage conversations between companies and customers. It was
launched in 2011 by Nick Francis, Oliver Russell, and Jason Costa.

Freshdesk has features that include a ticketing system, team collaboration
tools, and customer service software for high-volume client interactions.
Desk.com has features such as email tracking with notification settings,
powerful reporting capabilities, and social media integration to help businesses
engage customers across multiple channels more effectively. Help Scout provides
companies with the ability to answer their own questions through self-help
guides and knowledge bases and to manage their own support requests through a
simple, streamlined interface.


WHICH TOOL TO CHOOSE FOR SMALL BUSINESSES?

If you are a small business, the best tool to choose is Kayako. Kayako is a
fully customizable help desk software that can be tailored to suit your business
requirements and budget.

Zendesk, on the other hand, has limited customization options which makes it
difficult for small businesses with unique needs to configure Zendesk according
to their specific requirements. The lack of flexibility in pricing also reduces
its appeal as a help desk software for small businesses.

Kayako is an excellent choice for smaller companies due to its simple and
intuitive layout, ease of use, built-in reporting tools, and customer service
features. It has one of the most user-friendly interfaces among all the top help
desk software available today.

Zendesk is more suitable for larger businesses with a big team of support
agents. This is because it offers advanced ticket routing, automated workflows,
and an integrated knowledge base that are useful in large enterprises which have
multiple departments requiring collaboration across teams. It also has the
option to customize the software and attach different departments and teams to
each department.


WHAT IS BETTER KAYAKO OR ZENDESK?

The best customer service software between Kayako and Zendesk depends on the
size of your business and whether you require a separate department for
knowledge base management. Kayako is easier to use, while Zendesk offers more
advanced features that can help large enterprises collaborate better across
teams.

Kayako is a fully customizable help desk software that can be tailored to suit
your business requirements and budget. Zendesk, on the other hand, has limited
customization options which makes it difficult for small businesses with unique
needs to configure Zendesk according to their specific requirements. The lack of
flexibility in pricing also reduces its appeal as a help desk software for small
businesses.

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