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.
Pros
The Capacity team has been wonderful. The customer support team is always responsive and helpful. We are thrilled to offer 24/7 support to customers and potential customers, and they can get the answers they need at their fingertips.
Cons
We would like to offer live chat to our customers who need additional support. We talked to the Capacity team, and this feature is rolling out soon.
Thank you so much for the kind words. We are happy to hear that your team is successfully using Capacity and providing support to your customers 24/7.
We appreciate the suggestion to offer live chat. Our team will be rolling out this feature soon, and we can't wait for you to add it to your site. Thank you for being a valued customer.
Rating breakdown
Likelihood to recommend: 10/10
Fantastic and quick which is just the way I like to operate.
Pros
1) There is not a limit to enter different phrases for a dialogue. Ex.: "John's Favorite Pen" is the dialogue, but I might say one day "What is John's Favorite Pen". Capacity allows you to enter and connect different phrases for one dialogue.
2) When entering in a dialogue, you can hyperlink which comes in handy when you cannot remember a link and you need it on the fly.
3) The price point for this product is extremely fair.
4) Customer Support is attentive and more than willing to approve functionality and the end user's experience!
Cons
1) None at this time. Please note, this takes a little bit of time to set up in order to get the most out of this product. Trust me it is worth the 30 - 60 min. doing so. You can also work with customer support to use their Excel template to enter in all of the information and then toss it into Capacity in order to save time creating a new dialogue one by one.
Thank you so much for the kind words! It's amazing how effective simple access to knowledge can be when you're used to having to hunt to the ends of the earth for simple things!
We really appreciate your feedback on setup time. It is something we're working to optimize. Expect to see a faster onboarding and setup process in the coming weeks.
Rating breakdown
Likelihood to recommend: 10/10
Pros
The integration was fairly easy with our website. After several months of fine tuning, the program was able to begin learning some of the questions customers asked.
Cons
We asked for a live chat feature for a year before it was offered. Our previous rep with the company was poor at communicating. We never were able to get the After the Login feature available through our website.
Thank you so much for your feedback. We're working hard to make Capacity better every day and we're glad you find it simple to use. Our product is constantly evolving, and we appreciate your suggestions on new features. We'll continue to reach out for additional feedback from your team as we plan our product roadmap.
Rating breakdown
Likelihood to recommend: 2/10
With our growth, we need partners that help us scale. Capacity is a great partner for that growth.
Pros
Our team appreciates how Capacity is a more customizable chatbot with natural language processing, so you can focus on answering each question once. Many departments (Reception, Billing, Admin, Leadership, HR, Payroll) are asked multiple questions each day, so it's helpful to store, organize, and access that knowledge with Capacity.
Cons
Of course, like any knowledge platform, you need to take some time for the initial set up and ongoing improvements. That applies to any AI platform or chatbot. To Capacity's credit, they continue to improve the user-interface and add new functionality both for users and admins.
Thank you so much for the kind words! We are happy to hear that your team is reaping the benefits of Capacity.
We really appreciate your feedback on setup time. It is something we're working to optimize. Expect to see a faster onboarding and setup process in the coming weeks.
Rating breakdown
Likelihood to recommend: 10/10
Our overall experience has been great! Great team to work with and they really helped set us up or configure our platform with any updates.
Pros
Capacity is easy to use and to set up. The customer support at Capacity is also amazing and they are incredibly helpful. If we ever have questions or issues they respond extremely fast. The integration through our internal messaging system, Slack, has also been great!
Cons
I do feel that reliability could be improved. There have been times where, when asked a question, the bot will just not respond or will connect with an unapplicable answer. While this doesn't happen often, it would improve reliability if it didn't happen at all. It would also be nice if you could set up a new user on your side rather than having to email Capacity and ask them to set up a new user.
Thank you so much for your feedback! We're working hard to make Capacity better every day. We're happy to hear that Capacity was easy to implement and simple to use. We will share your positive feedback with our Customer Support team.
We are continually improving our product, and we appreciate your feedback and suggestions for future features.
Rating breakdown
Likelihood to recommend: 6/10
Contact Capacity for pricing details.
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