It Reduces noise and protects agent time.

I find Capacity generally easy to use, and I really appreciate their fantastic customer support, especially when I'm stuck on something. The Capacity Support site with tutorials really helps me, allowing me to walk through the setup and testing of features like live chat on my own. It's crucial for me to feel supported, and while the AI bot and Capacity University cover most needs, it's reassuring to talk to a human when things get complicated. I was able to get our web chat working pretty easily within an afternoon.

The UI ease-of-use, general performance, the helpfulness of their Support technicians, the integrations with other products, and the ability to view other org users making live edits to cases.