Capacity Review: Features, Pricing, & Alternatives

Searching for a software solution that can streamline customer service and knowledge management? Enter Capacity, a cutting-edge tool designed to simplify and enhance these tasks.

But does it deliver on its promises? How well does it stack up against its competitors? In our comprehensive Capacity review, we answer these questions and more, so you can make an informed decision.

Let’s get started.

SMB Guide’s Verdict for Capacity

Capacity gets a 7.6 out of 10 because it could use improvements in the real time messaging and canned responses, in the live chat AI, customizable chat widgets, and customer support.

Because of issues during testing, I wasn’t very impressed.

Factor	Rating (out of 10)
Pricing & Plans	6
Real-Time Messaging & Canned Responses	8
Live Chat AI & Natural Language Processing (NLP)	8
Customizable Chat Widgets	5
Visitor Tracking and Analytics	9
User Interface and User Experience	8
Integrations and Compatibility	9.5
Customer Support	7
SMB Guide Rating	7.6

Pricing & Plans

Capacity offers three plans. It’s a bit confusing because at the top of the pricing page, all plans are listed at the same price. Then, as you scroll, you find that not to be the case.

Because the bottom two tiers require at least 10 users minimum, which means you’re spending at least $490/month, but have to pay annually.

The website says plans can be scaled up or down to suit your needs, but you have to speak to someone to learn more about that.

The level of customer support varies depending on the plan as well.

Growth

The basic plan Capacity offers.

Price

• $49/agent/month when billed annually, with a 10-agent minimum.

Features

• 1 AI-powered bot + FAQ Responses
• Customizable, branded web concierge interface
• Knowledge articles + service portal/CMS
• Cloud drive with 10 GB storage
• Helpdesk + Ticketing workflow with Kanban
• Custom ticket fields
• State-of-the-art NLP integrations
• Basic analytics with 3+ dashboards
• Email support

Who it’s for: Businesses with at least 10 agents who need these basic features.

Professional

The mid-tier plan offers additional features and integrations.

Price

• $99/agent/month when billed annually, with a 10-agent minimum.

Features

• Everything in Growth Plus:
• Up to 3 Bots
• Email, Slack, and MS Teams Interfaces
• Custom CSS and Javascript for your Knowledgebase
• Cloud Drive with 100GB storage
• Live Chat, including AI-powered suggestions
• Custom ticket transitions
• Integrations with Office 365 or G Suite
• Surveys Editor
• Custom Concierge Variables
• Systems Automation
• Advanced Analytics (15+ dashboards)

Who it’s for: Businesses who need more features or bots.

Enterprise

The top tier plan, this has everything Capacity offers.

Price

• Custom pricing

Features

• Everything in Professional plus:
• Unlimited Bots
• SMS, Mobile app (iOS only for now, but Android coming soon) interfaces
• SSO
• Cloud drive with 1TB storage
• SLA Management
• Dynamic Helpdesk assignment
• 120+ App integrations
• Custom data with Capacity DB and LiveDB, (MySQL, MariaDB, Postgres, Oracle, SQL Server)
• RPA Web + Custom Event Driven Automations
• Developer Platform Low Code Editor
• Workflows No Code Editor
• Unlimited Version History for Guided Conversations, Workflows, Articles, FAQs
• Session replay for website visitors
• Intelligent document processing – classify, split, mine, extract, 

Who it’s for: Businesses who want everything Capacity has to offer.

Real-Time Messaging & Canned Responses

The real-time messaging is good, and you can transfer to other agents if necessary. I didn’t see anything in the dashboard about creating and storing canned responses, so I went to the Capacity chat to ask about it. It seemed to confuse the system.

It turns out the knowledgebase is where you can create and save canned responses, so I found that a bit confusing. You have to have inquiry variants – it recommends at least three.

Then, from there, you choose between a simple message or a conversation.

Live Chat AI & NLP

Capacity uses over 40 industry-standard and proprietary algorithms to ensure Capacity can interpret and answer your customer queries.

The algorithms consider spelling, word order, phrasal matching, word vectorization, word importance, term frequency, and more.

The platform can take user feedback to further machine learning and neural networks for continuous improvement. It’s easy to upload your company documents and use the document mining features to automatically generate questions and answers to help your customers.

In using the chat box to try to find answers to some of my questions as I navigated the platform for this review, I found that I was unable to get what I was looking for, so I didn’t give this a perfect score.

Customizable Chat Widgets

In the settings, the only thing I could find in terms of customization was whether you display the agent’s first name or add a custom display name.

There was no way for me to adjust the overall look and feel of the live chat widget.

Visitor Tracking & Analytics

Without actually using the system for a few days in a live scenario, I wasn’t able to collect any data to display in my dashboard.

However, I can see that the system tracks a ton of data that could be useful for an organization, including:

• Chat Usage: Total inquirers, total sessions, total active users, match rate, average response time
• Chat Feedback: % of Inbounds, total inbounds, total feedback inquiries, positive feedback inquiries, negative feedback inquiries
• Chat logs

User Interface and User Experience

The user interface is simple, but the user experience is a bit confusing without a demo that helps you explain things first.

It took me way too long to figure out that canned responses were stored in the knowledge base – and there are a lot of features and tools to explore to fully leverage the tool.

Integrations and Compatibility

A cloud-based platform, Capacity is accessible from any device with an internet connection. There is an iOS app, but no Android app.

As far as integrations go, there are over 150 apps to choose from, including Twitter, Spotify, Wikipedia, etc. It works with a wide range of social media, productivity, email, calendar, and CRM tools.

There’s an API available if you need custom integrations.

Customer Support

Customer support is available via email or live chat, depending on the plan you choose. In addition, they offer a robust knowledge base and FAQ section to help you get the answers you need.

Capacity — Unique Features

One of the most unique features of Capacity is its wide compliance with various security standards, including SOC 2, GDPR, and HIPAA.

Many other live chat tools aren’t necessarily HIPAA compliant, which is necessary for use in healthcare.

What the Experts Say About Capacity

At the time of this writing, Capacity had the following reviews:

• G2 rating: 4.8/5 (50+ ratings)
• Capterra rating: 4.5/5 (10+ ratings)
• Software Advice rating: 4.8/5 (50+ ratings)

We are very happy with Capacity’s Knowledge Management Solution. When we recognized that our team was fielding the same questions repeatedly, we knew we needed to implement a solution to field and resolve the never-ending cavalcade of questions about available courses, sponsorship opportunities, or enrollment requirements. We are now able to rely on Capacity to provide the right answers to our customers and potential customers. Our leadership can now focus their attention on long-term goals of our organization.

Sherea D., Executive Director – Verified Capterra review

Overall, Capacity is an AI-powered team collaboration software platform that offers intuitive features for teams looking to improve their productivity and efficiency. While there are some limitations, such as limited customization and team management features, the platform’s AI-powered virtual assistant, seamless integrations, and advanced reporting and analytics make it a valuable tool for businesses of all sizes. However, the platform’s limited pricing options and support options may make it less accessible to some teams.

Verified Reviewer, CEO – Verified Capterra review

Capacity Alternatives

Unsure if Capacity is the best option for your company? Consider these other options:

HelpCrunch

HelpCrunch is a communications platform with an integrated helpdesk and popups, but no chatbot widgets with lower tiered plans. Higher-tiered plans add AI chatbots, multilingual support, and additional automation.

HelpCrunch offers event-triggered automated email features. HelpCrunch’s basic plan starts at $12/user/month after a 2-week free trial, and plans that include chatbot widgets start at $20/user/month.

Start your free trial of HelpCrunch today!

Intercom

Intercom is a customer messaging platform that excels in providing personalized, real-time communication with customers.

It provides live chat, customer segmentation, automated messaging, and in-app messaging among other features. It’s particularly strong in facilitating live customer interactions and engagement, making it an excellent choice for businesses wanting to improve their customer support and sales.

Pricing starts at $39/month.

Drift

Drift is a conversational marketing platform designed to hep businesses generate more leads and close deals faster using messaging.

It’s best for sales and marketing teams looking to enhance their lead generation efforts and improve customer engagement.

Pricing for Drift starts at $2,500/month when billed annually, making it more expensive than Capacity in most cases. Capacity is better suited toward customer service teams, though it is also helpful for sales teams and HR departments.

Getting Started with Capacity

With its focus on automating support tasks, Capacity can be a game-changer for businesses of all sizes. If you’re interested in exploring how Capacity can enhance your business operations, start your free trial of Capacity today!

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