This is a super quick and easy way to be in contact with customer who cannot access the Guest Services kiosk for feedback. It also lets us know what is going on around the mall (if washrooms are unclean or if there is a customer altercation) when customer chat with us and report it. Makes our security team's job easier too!

Quick Replies are a lifesaver when customers are texting quickly. Being able to block certain numbers prevents harassment in the workplace. Statistics, leaderboards, and analytics create friendly competition.

Sometimes our team would get a "connection not secure" error which made it extremely difficult to access Kipsu. Their customer service was very helpful, but took days to solve the problem. Our team is still unsure what happened.

Kipsu is extremely useful and helpful in the call center, where we deal with guests from over 10 different properties, as well as residents at our various locations.

This app makes it very easy to correspond with consumers on a daily basis. I also love the "Note" feature and that Kipsu lets us know when one of our team members is currently typing or responding to a message.

I wish there were ways to block a guest, specifically spam or bot texters. Sometimes there is also a lag or no notification for a text that comes in. Other times, we don't get the notice that someone else is currently typing and two people end up reply to a guest at the same time.

Negative, in our industry people are often angry and with texting us as an option, they become "keyboard warriors".

I like the fact that it updates live, i.e. when I am typing a response my colleague(s) can see it.

I do not like that it is somewhat confusing to use. We were taught to archive conversations as soon as they were responded to but this isn't very efficient. Some messages that we choose not to respond to have us left with many notifications to respond anyways and I do not like how new messages appear (looks cluttered).