Capacity Reviews & Product Details

So far, my favorite thing about Capacity is the ability to build a knowledge base. The knowledge base helps the requester get the answers they need immediately versus waiting on a live person for help. Review collected by and hosted on G2.com.

Improvements are constantly being made, and it can do a lot, but the platform is a bit slow from what I was used to working with on my previous platform. I would love to have the option to see other users who may be viewing the same ticket. Review collected by and hosted on G2.com.

My favorite thing is having all the client communication in one place. I was previously managing several inboxes and a separate live chat. I'm now generally spending less time on inbound messages and prospect questions, and in some cases, prospects get their questions answered before they even get to me.

We are also a big fan of the chat bot; it looks great and is easy to update. Review collected by and hosted on G2.com.

There is a lot to the platform, so I was a little lost right at the start. However, they keep making improvements to the user interface and have been publishing little guides for me so it is making things easier. Review collected by and hosted on G2.com.

Capacity's support team and the documentation they've created are the most helpful. Building our knowledge base and getting a chatbot on our website was straightforward. The platform's workflow tools and guided conversations are easy to use. Then plugging it into Slack changed the way our company works. It's wonderful to have the option to "ask Capacity" as a first stop to getting questions answered. Review collected by and hosted on G2.com.

Initially, we found their messaging to be a little broad. The product can do so many things and solve so many different problems that it was difficult to see how it could help US. Things became much clearer once we engaged with their team and told them our needs. Review collected by and hosted on G2.com.

I haven't launched a chat bot yet, but I got the helpdesk set up in under an hour. I configured a few settings, then routed my support address to Capacity, which allowed me to start answering tickets. It has been so much easier to customize than the service desk I had at my prior company. Review collected by and hosted on G2.com.

Our company is very focused on leveraging AI in every way we can, so I hope Capacity will soon use AI in all parts of the platform soon. Review collected by and hosted on G2.com.

Capacity was quick and easy to set-up! The transition from our previous support solution was seamless. Capacity's software has brought consistency and efficiency to our Whisp Support Team. Review collected by and hosted on G2.com.

To be honest, there isn't anything we dislike. Our feedback to the Capacity team regarding things we'd like to see is either welcomed and addressed or already part of their roadmap. We are excited to see what is to come! Review collected by and hosted on G2.com.

The account/support teams at Capacity actually help ensure you are getting the most out of the platform.

The product team at Capacity works quickly to respond to customer input and requests.

The ability to add knowledge to the chatbot directly from the support agent's help desk screen makes it easy to deflect similar issues going forward. Review collected by and hosted on G2.com.

Nothing from a product standpoint - any features that our team felt were missing have been addressed by the product team in our time working on the Capacity platform. Review collected by and hosted on G2.com.

Our knowledge base will become the first stop for all information. I love the flexibility and customization that each department can add. It is a fantastic way to distribute information as quickly as needed. Capacity has made this an easy transition, walking us through each step! Review collected by and hosted on G2.com.

It can be initially time-consuming to upload all the data and ensure consistency. There is no easy way to move items between folders after uploading, causing the user to delete and re-add information. Review collected by and hosted on G2.com.

Our support team has transitioned from Salesforce Case to Capacity's helpdesk, and the overall experience has been much improved. Our support team is more efficient, and our customers are getting faster results. Salesforce Case was so cumbersome, hard to configure, and the simplest things were near impossible to figure out. For example, to reopen a case if a new reply came in, you have to build an entire workflow. We can move so much faster now, and we spend far less time on the administrative side. Review collected by and hosted on G2.com.

The feature set isn't as robust as Salesforce, but the tradeoff is that it's easier to use and lets us move faster. Based on Capacity's roadmap, I think they are on the right path to closing any gaps. Review collected by and hosted on G2.com.

We've used several chat bots for our website over the years, and Capacity's chat bot is by far the best. It gives us the most flexibility to set up personalized, complex routing for prospects who interact with the bot. We've also gotten far more use out of the Helpdesk than we originally anticipated. We started routing all inbound communication to our firm into the helpdesk. We will start using some of the auto-routing rules the Capacity team showed up this week, which should reduce the time to manage our incoming requests.

The support team is also great. They are knowledgeable, and you can tell they really enjoy helping their customers build within the platform. Review collected by and hosted on G2.com.

The platform really can do a lot, so it took a bit more time to become comfortable with it than other simpler chat bots I've used before. Luckily the support team didn't mind my questions and helped me with some of the more advanced things I wanted to do. Review collected by and hosted on G2.com.

Customer-first approach. Focus on being light-weight and easy to use/setup. Focus on continous product improvement.

Very open to trying new tech and new features. Review collected by and hosted on G2.com.

A little on the expensive side for a small-mid sized company.

It would be great if I could use the platform to build and trigger notifications - wihout needing to involve a development team. Review collected by and hosted on G2.com.