Capacity Reviews

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.

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.

Our support team switched from Salesforce Case to Capacity Helpdesk to make our support process easier to manage and improve the customer experience. An added bonus is that we got a chat bot for our website that was super easy to set up.

The functions that I liked the most are the instant conversation and the message history. It was easy to integrate into our website.

I'm yet to see any disadvantages but for now I'm very pleased with it.

Centralization of customer queries in the same place. Having the one on one chat helps really sell products well.

It's not just about the ability to measure our incoming emails/questions so we can staff appropriately. It's not just about the knowledge from the AI that is built out and allows us to continually grow to try to assist with solving the questions before it even turns into an email. Or even the abilities it provides to help us track where we may have gaps in our training material. It is about the people behind Capacity - the customer service, the ability or desire to continue learning, growing, and changing to provide what we need in this product.

I would love to see the reporting abilities/customizations expanded a bit more. Although, with that said, every time we have voiced an improvement request, it has been received and implemented so quickly.

I would also love to have the ability to have a built-in signature for replies within Capacity. I do believe this is being worked on currently.

The people are as good as the product, if not better! With amazing account executives, project managers, and ludicrously talented engineers, you're in good hands. With great listeners new features are added to their products constantly.

The helpdesk platform is the only thing I could dislike, everything else is rock solid. And in fairness the helpdesk functions are getting better every sprint.

Capacity has helped us centralize Q&A knowledge and build out robust chat bots to get the right answers out fast and kick unknowns over to the right people. It also embeds well in webpages for employees and people outside the company.

The Capacity team is continually working to understand the needs of their customers, optimize the product, and innovate new solutions! The team we work with is so helpful in providing recommendations and actively taking in our questions or feedback. As we continue to utilize Capacity for our teams, I'm confident we'll continue to see more and more value in the product!

While there is some room for improvement with the analytics provided in the platform, the Capacity team is incredibly open to this feedback and consistently shares progress toward any feedback I've shared.

Capacity allows our customer success team to effectively communicate with our customers, manage questions and feedback, as well as publish valuable information for our customers to self-serve knowledge of our product. Capacity centralizes the work for our CS team and ensures there is ease of collaboration and knowledge storing in one platform.

We initially purchased Capacity to begin to capture much of our best and most experienced workers' knowledge in order to help both new and less experienced employees. Along with it came a help desk that Capacity has done a great job improving over the last two years. We have now converted our UW and Marketing departments into the Capacity help desk system from old "email" methods of requesting assistance. Both departments also leveraged guided conversations to make sure submitted tickets contained relevant information so those departments can respond more quickly and cut back on back-and-forth information gathering. Just this past quarter we migrated from our old IT help desk system into Capacity's help desk system for all our technology support needs. Our technical support staff likes the Capacity help desk system much better because it is cleaner, we can leverage guided conversations to ensure we get better tickets, and we can quickly convert common issues into Capacity knowledge exchanges. We are in the process of leveraging Capacity externally to our clients in order to help them get the answers they need more quickly on questions about the mortgage process and their loans after they have closed.

There is not really anything I can say I dislike right now about Capacity. Anything that we have found lacking in the system is always improved upon and addressed in later releases.

It has provided our technical support staff a better help desk. It has allowed some of our other departments to move to a help desk-style system vs traditional email and serve our internal clients better. It is allowing more of our employees to get the information they need via self-service instead of waiting on responses from emailing the same people that are overwhelmed with questions. It will allow us to provide the same self-service for our borrowers later in 2023.

We put Capacity's chat bot on our website and saw an increased number of leads we collected from the same amount of traffic. We also learned our prospects had a ton of questions about one of our new features. We expanded content on that new feature based on questions coming into the chat bot, which allowed up to start ranking for terms we didn't realize would bring us relevant traffic.

Building your initial knowledge base does take time, so it was great that we could start with a site-search. It allowed us to launch within a few days and build the knowledge base slowly over time.

Capacity helped us better understand our website prospects and convert them at a higher rate. It also allowed us to quickly and effectively route prospects to the right sales team members based on the prospect's needs.

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.

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.

Our support team is small. We needed to give our customers some self-service options, a knowledge base so they could find answers to their questions, and a better way to manage tickets than just using Salesforce alone.

Capacity keeps it simple for our organization to get the information out to our members that we need to efficiently.

Still newer to Capacity and have not found anything I really dislike about it.

Getting information out to our call center to accurately update members on what is happening in our facility.

I think having all of our needs in one place at our finger tips 24-7 is so important to an organization that operates in all times zones and different times and days.

I have not experienced any downsides with Capacity. As long as the information is entered, the answers to the questions appear.

We've created a central Resource of knowledge for answers to alot of our company questions that can be answered instantly now no matter the time of day. Having that at your fingertips is a great value.