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 accross several different apps (on seperate domains); the information was very difficult to audit when we wanted to see an entire overview of a single customer's experiance. 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 no where near than responsive to customer enquiries. Enchant's chat widget is far more lightweight than Freshchat. I beleive 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 defered loader so that the chat would not load until after the first user interaction with the page.

If you do expect your ticketing to simply just work ... When your business requires support in no time at all ... Looking for a rock solid solution for your customer's feedback ... Do like to get ticketing, FAQ, knowledgebase plus chat out of one box ... It should not cost you zillions of your budget ... ... well ... I have to disappoint you. I cannot recommend Enchant. I prefer to have all of the above to myself ;P

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 knoew 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.