Enchant Reviews & Product Details

Enchant has helped revolutionise the way that The Skills Network worked with regards to communicating with customers. The low cost for such a powerful, easy to use tool was extremely useful.

The ability to also use WhatsApp within Enchant also allowed the business to allow more avenues for customers to contact the business, and allowed them to condense previously chaotic mailboxes into one single location.

Finally the support team have been extremely helpful and responsive when it comes to any question, with guides that are easy to follow but also answering any questions very quickly. Review collected by and hosted on G2.com.

Sometimes it would be helpful to allow different levels of licence across different users. For example allow a subset of users have security enhanced, or allow only a single inbox to have the enhanced security, instead of being provided to all accounts. Review collected by and hosted on G2.com.

I really enjoy how easy it is to work with separate inboxes, while still being able to make changes across all of them when needed, which helps cut down on time. It’s also great that we can assign specific emails to specific users, so customers get faster response times. Anytime we’ve had an issue or needed help, support has been very quick, and the problems get resolved.

The pricing for this product is far better than other products we’ve used in the past. We are a small business with a limited budget, but this helps us work like a much larger business with great products.

Although I’m not using the AI function as much as I probably should, when I do use it, it has helped improve positive customer feedback. If I am not being delicate enough with a customer, I can make it a much nicer response.

Most days we have 2–4 people working our phones and emails, and when the inbox is loaded with inquiries, we can clearly see who is handling each email or call. That saves us time and money because we can just move on to the next email or phone call without worrying about double messaging.

The speed of both emails and voicemails is impressive. If I’m on the phone and another call comes through, boom—there’s a new voicemail right in the inbox. Review collected by and hosted on G2.com.

The only things that come to mind are the ability to have canned emails automatically fill in the subject line, and some sort of spell check would be nice as well. Other than those small features, I’m very happy with everything else. Review collected by and hosted on G2.com.

For our business, Enchant has been a strong fit because it gives us a cost-effective ticketing system without unnecessary complexity. We moved to Enchant from Wix Answers around three years ago, and it has helped us manage customer service across multiple channels, including service, projects, helpdesk, and general support.

The best part is that it is easy for staff to use and easy to onboard new team members into. Features like rules, folders, labels, canned responses, and macros make it practical to manage follow-ups, route tickets, categorise requests, and keep work visible across the team. It gives us the structure we need for ticket ownership, shared inboxes, customer history, and internal notes, while still being simple enough that the team actually uses it properly.

We also like that the platform keeps improving. There have been ongoing development updates over time, including better automation and AI features, which makes it feel like the product is actively evolving rather than standing still. For the price, it delivers very good value and helps us provide a more consistent customer support experience. Review collected by and hosted on G2.com.

There is nothing we strongly dislike about Enchant. For us, it is more of a wishlist for future improvements around more advanced B2B workflows.

We often deal with companies, sites, projects, service teams, and multiple contacts under the same customer, so stronger company/contact grouping, labelling, and organisation would be helpful.

We would also like more flexibility to apply the same rules and labels across all inboxes, or selected inboxes, as our customers often interact with us through multiple channels. At the moment, this can require duplicated setup or workarounds.

The ticket reply editor could also be improved with richer formatting, such as pasting Excel tables directly into replies and retaining text colours. Customers sometimes say things like “see my response in red,” and if that formatting is not visible in Enchant, we need to open the original email to understand the context.

That said, none of these are show stoppers. Enchant still works well for us, is good value, and continues to improve over time. Review collected by and hosted on G2.com.

For an organization transitioning from shared mailboxes to more formalized accountability, this has been a strong fit. The email setup process was straightforward to integrate with Office 365, Shopify, and our in-house systems. Performance has been excellent, and the product delivers more ROI each day because it helps us stay focused on providing a better, more consistent customer experience.

The AI features are constantly improving, and the new AI ticket bot helps to move us from missed chats that are "call me" to ones that have actionable details for the representatives to respond to later. Review collected by and hosted on G2.com.

It's always evolving, but the product is more targeted at B2C vs. B2B support with regard to companies and contacts, but there are usable workarounds. Review collected by and hosted on G2.com.

Enchant has been a standout solution for our customer support team, especially compared to larger, more complex platforms we evaluated. What immediately stands out is how easy and intuitive it is to use—it’s straightforward, refreshingly simple, and clearly designed with real support teams in mind.

The usability is exceptional. Our team was able to get up and running quickly without any coding or complicated setup, and there’s been virtually no downtime. Everything just works, which is rare in this category.

A few features that consistently stand out in daily use:

The ability to create or email a customer on the fly without navigating away—this is huge for efficiency, especially during live calls.

Email labeling, which makes it easy for the team to quickly understand context at a glance.

Strong spam separation that keeps inboxes clean and focused.

Seamless integrations with BigCommerce and NetSuite, giving our agents instant visibility into customer purchase history.

Built-in notes, merge functionality, and canned responses that help us maintain consistency while saving time.

What really sets Enchant apart, though, is how well it aligns with a customer-first support philosophy. It enables personal, human interactions in a way that more automated, enterprise-heavy tools often lose. It feels like it was built by people who truly understand what it’s like to work in support.

On top of that, the support from the developer has been incredibly fast and personal, and the platform is very cost-effective relative to its value.

Overall, Enchant strikes the perfect balance between simplicity and functionality. It’s practical, efficient, and genuinely makes our team better at what we do. Review collected by and hosted on G2.com.

The issues we dislike are minor compared to the overall experience, but there are two areas we'd like to improve. We’d like it to be easier to match the interface more closely to our own branding, so that the customer-facing experience feels fully aligned with our visual identity. In addition, it can be challenging to find external developers with experience working with this specific platform, which makes deeper customizations or integrations a bit harder than with some of the more widely adopted tools. Review collected by and hosted on G2.com.

What I like most about Enchant is the Shopify integration, fast and responsive support, and how quick and easy it is to set up channels, inboxes, and messengers. It may appear basic at first glance, but Enchant covers every key features needed for a heavy-duty CRM ticket management system. The canned responses save time by reducing repetitive typing, while the AI integration helps improve efficiency. I also like that the knowledge base allows customers to find answers on their own. The platform loads and processes quickly, and it’s easy to customize folders to separate and organize messages. The pricing is also very affordable and competitive. Review collected by and hosted on G2.com.

No complaints we've been using it for 3 years and very satisfied. Review collected by and hosted on G2.com.

I like how easy it is to use and how everything ties together. For example, when replying to tickets, you can insert links to knowledge base articles, which makes it really convenient. Review collected by and hosted on G2.com.

Nothing to add—this product has all the features we need. Review collected by and hosted on G2.com.

I like that several categories help us divide our support emails into different folders since we are moe than 1 answering the emails Review collected by and hosted on G2.com.

It feels basic and a bit of a 90:s design and could also use even more options for each and every email. Review collected by and hosted on G2.com.

Enchant does a good job of keeping all the customer information in one place, calls, texts (sms), emails, chats, etc. With Freshworks it is all over the place, spread across several different apps (on separate domains); the information was very difficult to audit when we wanted to see an entire overview of a single customer's experience. I am also a huge fan of Enchant's customer support. Vinay is a machine, I don't know how he does it but he is answering my tickets 24/7. Even my own support team is nowhere near that responsive to customer inquiries. Enchant's chat widget is far more lightweight than Freshchat. I believe the total payload for the Freshchat widget was about 800KB, which if you are trying to optimize page load times is completely unacceptable. I asked them to improve it but in the end they never did, and I had to write a hacky deferred loader so that the chat would not load until after the first user interaction with the page. Review collected by and hosted on G2.com.

Enchant it seems is still in its early days with call handling and SMS. They have no IVR support, and there are some issues I have with the interface on how to easily initiate a new call or SMS to a customer. I have been assured that some of these issues will be resolved in coming builds. But this is only a small sacrifice over what we have gained by leaving Freshworks. Review collected by and hosted on G2.com.

We had been using a competitor's software for years when they raised the price by 4x (four times). The software company had been bought out by a group of investors. We found Vinay from Enchant and after a couple support emails we knew this was the package and the support we needed. He assisted in importing our old tickets and got us up and running in no time. The cost is a great bonus. Our experience has been 100% positive. We found the interface easy to use, and packed with features that most businesses would need. We were able to integrate the Enchant system into our workflow with ease. We would highly recommend the Enchant software solution for your small business. Review collected by and hosted on G2.com.

We did not find any flaws or issues with the system. Vinay has been great with having a 'wish list' area where customers can add ideas that could become future features. Review collected by and hosted on G2.com.