Capacity

What do you like best about Capacity?

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.

What do you dislike about Capacity?

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.

What problems is Capacity solving and how is that benefiting you?

First and foremost, AI allows people to ask questions before just sending an email for help. AI provides lift to our team, enabling them to focus on other aspects of our responsibilities. Going from a standard "email" inbox to a ticket board with Capacity allows multiple people to respond while building our knowledge base and allowing us to track the volume/content of the ticket requests. It enables us to not "lose" requests for assistance as you typically would utilizing a standard email system. It allows us to measure ticket type, track the type of requests being made and build our knowledge for future requests. Capacity has an incredible workflow, automation process and customer service to allow us to support our team more effective and more efficiently!

What do you like best about Capacity?

The team is very collaborative and innovative. Their customer service is top notch, and implementation went smoothly.

What do you dislike about Capacity?

How much they push their ticket system. We didn't want a ticket system to take over our existing platform, just a chat feature.

We also have had a really hard time finding the value of the chat feature if we're not utilizing the ticket system.

What problems is Capacity solving and how is that benefiting you?

We are utilizing Capacity for a borrower facing chat on our website, and as an internal resource for employees to find answers to UW guideline questions, and internal resources.

What do you like best about Capacity?

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

What do you dislike about Capacity?

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

What problems is Capacity solving and how is that benefiting you?

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

What do you like best about Capacity?

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.

What do you dislike about Capacity?

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.

What problems is Capacity solving and how is that benefiting you?

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.

What do you like best about Capacity?

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!

What do you dislike about Capacity?

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.

What problems is Capacity solving and how is that benefiting you?

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.