Capacity Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The functions that I liked the most are the instant conversation and the message history. It was easy to integrate into our website. Review collected by and hosted on G2.com.

I'm yet to see any disadvantages but for now I'm very pleased with it. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The ability to manage projects and organize them by due date is great. Review collected by and hosted on G2.com.

There have been a lot of glitches that seem to have gone away but sometimes come back. Many instances of not receiving the email notifications or receiving duplicates of the same email notification. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

If you are looking for a HelpDesk that can be intuitive AND easy to work with Capacity is your best bet. To grow the Knowledge Base article and create Guided Conversations for your Chat bot/Help Desk, agents and end users get amazing results with a straightforward process. The Capacity team is also so supportive in assisting when needed. They are always more than accommodating and will step in and help guide responses or even teach an admin a better way to do things. Review collected by and hosted on G2.com.

I am not too sure of many things I dislike. I will say that the reporting side of things could be improved a bit. As a helpdesk manager, would be nice to have additional reporting. Review collected by and hosted on G2.com.

The people! Every member of the team at Capacity that my team has ever met or engaged with on a project has been resourceful and a true pleasure to collaborate with! Timely responses, actively listening to and understanding what we're trying to accomplish, paired with their ability to share a tech forward vision for our goals has been a key to our successes partnering with Capacity! Review collected by and hosted on G2.com.

N/A. If you don't have dedicated internal resources to build out your knowledge base and add personality to your bot resources, you'll need to lean more heavily on Capacity's team for deployment. Not a negative to Capacity, but a general FYI to a potential client. Review collected by and hosted on G2.com.

While we love the product and its continued growth, the best part about Capacity is its people. From the CEO on down, they put the wants and needs of their customers first. They consistently seek feedback on how their product is performing and welcome suggestions on additional functionality to add to their roadmap. At its heart, Capacity is a tool that helps us provide better customer service to our customers and employees. The fact that customer service is so ingrained in the company's DNA gives them a huge leg up when developing the best product to do that. Review collected by and hosted on G2.com.

The one feature that Capacity does not have is the ability to do asset management, so if your company is looking for support desk software that can track your company's computers, printers, etc., this probably wouldn't be your choice. Review collected by and hosted on G2.com.

Capacity is so customizable for any industry. The tools they offer are valuable, and they always developing new ways to support businesses. The support you get from the team and how they take the customers' input benefits both parties. Not only is the chatbot helpful, but adding in all the workflows, automation, integrations, etc. allowed us to automate so many manual processes we had. Review collected by and hosted on G2.com.

The necessary steps it takes to set up Capacity requires dedicated time and effort by multiple parties on your team. It is not something that can be set up 'overnight,' but once done, it's awesome! It Review collected by and hosted on G2.com.