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.

Capacity has streamlined external communication within our firm, which makes it much easier for us to handle. We also just got access to the AI tools within helpdesk, and it basically writes our responses for us. It cut the time to handle tickets by at least half if not more. Review collected by and hosted on G2.com.

The reporting could be improved. I often wander between the extensive amount of reports trying to find what I need. Review collected by and hosted on G2.com.

I love the accessibility of the team at Capacity and their ability to make changes and updates to our system upon request without hesitation - it is AWESOME to work with such a helpful and proactive team! Review collected by and hosted on G2.com.

We have a current wish list of things to have improved upon - the ability to see others inside of the system so as to not work over one another is a big thing. Review collected by and hosted on G2.com.

Capacity has made my job so much easier and streamlined. Our company has multiple locations with varying information, which we have been able to compile in one place for our staff. Capacity has been vital to the success of our call center. We love that we can utilize the AI responses in the chat feature, which makes answering tickets and inquiries much faster. Review collected by and hosted on G2.com.

We are still learning and getting to know Capacity, right now I don't have any suggestions. Review collected by and hosted on G2.com.

It has allowed us to create an easy solution to drive our staff to information and guides we had already created. We have been able to provide more detailed information for them by ensuring they can see all of the relevant guides/rules in one place when they ask a question. It has also been very useful for our new hires to find basic answers quickly when learning to use our systems. Review collected by and hosted on G2.com.

The refresh rates and search features in the CoPilot console are frustrating. Review collected by and hosted on G2.com.

We have been partners for almost 4 years and have implemented several of their solutions. Capacity is constantly making technology improvements/upgrades to their already intuitive platform. LOVE the Capacity team! Review collected by and hosted on G2.com.

Anything we have been dissatisfied about has been brought to the team, and a solution has been provided. Review collected by and hosted on G2.com.