Acquire Review: Features, Pricing, & Alternatives

Acquire, a multi-channel customer support software aims to streamline your business operations.

But, is it the right tool for you? Does it deliver on its promises?

Our in-depth Acquire review will answer these questions and more, providing clarity to help you make an informed choice.

Let’s dive deeper into its features, pricing, and more.

SMB Guide’s Verdict for Acquire.io

At SMB Guide, we use a comprehensive set of evaluation criteria to keep our reviews detailed and unbiased for our readership.

We give Acquire a 8.6 out of 10 for a few reasons. One, it’s expensive compared to other options on the market. Two, customer support is a bit confusing.

It took me way too long to find their help documentation, and it’s not linked anywhere on the site that I could find.

Factor	Rating (out of 10)
Pricing & Plans	5
Real-Time Messaging & Canned responses	10
Live Chat AI & Natural Language Processing (NLP)	9
Customizable Chat Widgets	10
Visitor Tracking and Analytics	10
User Interface and User Experience	8
Integrations and Compatibility	10
Customer Support	7
SMB Guide Rating	8.6

Pricing & Plans

Acquire offers two plans as of March 2024, with a third option listed as “Coming Soon.” These plans are called Self-Service and Integrated Solution.

Self-Service

This is the basic plan Acquire offers.

Price

• $500/month billed annually, plus $25/agent/month

Features

• Chat widget
• SLA and alerts
• Workflows
• Prioritizations and queues
• 1-way video
• 2-way video
• Reporting

Who it’s for: Businesses interested in the self-service option.

Integrated Solution

The higher-tier plan Acquire offers at this time. Once the new plan is released, this will be the mid-tier option.

Price

• $2,000 per month billed annually, plus $45/agent/month.

Features

• Chat widget
• Call deflection (SMS)
• SLA and alerts
• Workflows
• Prioritizations and queues
• Channels (SMS. email)
• 1-way video
• 2-way video
• Reporting
• Import/export customer data

Who it’s for: Businesses that need more features

Real-Time Messaging & Canned Responses

In Acquire, canned responses are called “Shortcuts.” To set them up, all you have to do is go to Settings > Conversation Settings > Shortcuts.

You can choose the shortcut key, but by default, it’s the forward slash “/”. For best results, skip punctuation marks or symbols that are not likely to be used in routine conversation.

From there, click the “Create Shortcut” button. Then, assign the shortcut to the department, or leave it blank to leave it available to everyone.

Add a group name, then add your message. You can adjust formatting, add links and images, or even webhooks. When you’re finished, click add shortcut.

Your images and formatting will only appear on email and chat. Using the shortcut is as easy as pressing your chosen shortcut key and choosing the one you want to use.

Personalize it or make the changes you need, then click send.

Live Chat AI & NLP

I was only able to test the live chat AI and NLP from the consumer-facing side. When the live support team is offline, there’s a virtual assistant available to help you.

It gathers a few details and then prompts someone to get in touch with you when the team is back online.

The responses were clear, but I couldn’t see how well it works in the backend or the amount of information required to set it up.

Customizable Chat Widgets

Customizing your chat widgets is as simple as going to Settings > Messenger Setup > Widget.

On the Appearance tab, choose the launcher icon, primary color, text color, and widget position. You can see what it looks like as you make changes in the preview menu. 

If you want more advanced customization options, you can use CSS.

Visitor Tracking and Analytics

Acquire offers analytics data to help you track widget and agent activity. You’ll be able to track things like:

• Chat
• Cobrowse
• Chatbot
• Knowledge Base
• Email
• Satisfaction
• Agent Performance
• Third Party Apps 
• SLA
• VoIP
• Custom Reports

User Interface and User Experience

Though I was only able to view a demo, I could see the platform is intuitive and easy to use.

During the demo with an Acquire employee, you’ll see how to use everything and have the chance to ask clarifying questions.

Integrations and Compatibility

Acquire has a wide range of integrations to choose from, including things like CRM, calendars, meeting platforms, social media, and more.

There is an Android app available, but does not appear to be an iOS available at this time.

Customer Support

Acquire offers customer support through their dedicated knowledge base (which is hard to find from their website, and I found that odd.

It’s located at a subdomain help.acquire.io, but I had to Google my way to it.), live chat, and email. There’s also a resource library and blog, full of white papers, reports, and information about how to improve your customer support.

Acquire — Unique Features

With Acquire, you can also connect to customers via video chat. The call deflection feature allows you to reduce costs by routing callers to digital channels.

What the Experts Say About Acquire

At the time of this writing in January 2024, Acquire had the following reviews:

• G2 rating: 4.2/5 (40+ ratings)
• TrustRadius rating: 9.7/10 (3+ ratings)
• Capterra rating: 5/5 (15+ ratings)

We were thinking of many ways to increase our sales online and we came across this and our team loves it!! We can engage with users like never before and build great rapport. If you are looking for the next step in customer engagement, this is great!

Amarnath Y. – Verified Capterra review

Been using this for a while now, very easy and fantastic to use! Really good use to communicate with your online customers making sales and rapport is much more easier for us now. Our sales team is doing 30% more now!

Manpreet D., Compliance Officer – Verified Capterra review

Acquire Alternatives

Not sure if Acquire is the best option for your company? Check out these other options:

Freshdesk

Freshdesk is a cloud-based customer support software that offers multi-channel support, automation tools, and a collaborative team inbox.

It’s appreciated for its user-friendly interface and competitive pricing. Not only does Freshdesk have a free forever plan for up to 10 agents, paid plans, when billed annually, start at $15/agent/month.

Start your free trial of Freshdesk today!

Zendesk

Zendesk is a popular choice for customer service software. It offers multi-channel support, a customizable interface, and advanced analytics.

It’s known for its robust functionality and scalability, making it suitable for businesses of all sizes. Zendesk pricing starts at $55/agent/month when billed annually.

It’s $69/agent/month when billed monthly. It is far more affordable than Acquire, making it the better choice for businesses on a budget.

Intercom

Intercom is a comprehensive customer support platform. It provides live chat, product tours, and targeted messaging for onboarding and engagement.

Its strong focus on automation and personalization sets it apart from other solutions on the market. Intercom pricing starts at $39/per seat/month, making it a more affordable option for many businesses.

Other options: Best Acquire Alternatives

Getting Started with Acquire

Acquire is a robust and innovative customer service platform that offers a range of powerful features. It’s designed to streamline customer interactions and improve your team’s productivity.

From live chat to co-browsing, it provides you with all the tools you need to deliver exceptional customer experiences. 

Don’t just take our word for it. Discover the power of Acquire.io for yourself. Visit their website today to schedule a demo to explore how it can revolutionize your customer service operations.

FAQs