Enchant Reviews & Product Details

Enchant does a good job of keeping all the customer information in one place, calls, texts (sms), emails, chats, etc. With freshworks it is all over the place, spread accross several different apps (on seperate domains); the information was very difficult to audit when we wanted to see an entire overview of a single customer's experiance.

I am also a huge fan of Enchant's customer support. Vinay is a machine, I don't know how he does it but he is answering my tickets 24/7. Even my own support team is no where near than responsive to customer enquiries.

Enchant's chat widget is far more lightweight than Freshchat. I beleive the total payload for the freshchat widget was about 800KB, which if you are trying to optimize page load times is completely unacceptable. I asked them to improve it but in the end they never did, and I had to write a hacky defered loader so that the chat would not load until after the first user interaction with the page. Review collected by and hosted on G2.com.

Enchant it seems is still in it's early days with call handling and sms. They have no IVR support, and there are some issues I have with the interface on how to easily initiate a new call or sms to a customer. I have been assured that some of these issues will be resolved in coming builds. But this is only a small sacrifice over what we have gained by leaving freshworks. Review collected by and hosted on G2.com.

We had been using a competitor's software for years when they raised the price by 4x (four times). The software company had been bought out by a group of investors. We found Vinay from Enchant and after a couple support emails we knoew this was the package and the support we needed. He assisted in importing our old tickets and got us up and running in no time. The cost is a great bonus. Our experience has been 100% positive. We found the interface easy to use, and packed with features that most businesses would need. We were able to integrate the Enchant system into our workflow with ease. We would highly recommend the Enchant software solution for your small business. Review collected by and hosted on G2.com.

We did not find any flaws or issues with the system. Vinay has been great with having a 'wish list' area where customers can add ideas that could become future features. Review collected by and hosted on G2.com.

I looked at several more expensive suites like Salesforce but it was just overkill for what I needed. My crew and I have been using enchant for nearly two years with very little complaint. Exactly the product we needed and whenver we needed something a little different, CS was very helpful. Since it runs over the internet, there is nothing to install. I was able to very easly set everyone up and gettting running in a just a short time and we use it 7 days a week. Review collected by and hosted on G2.com.

For my purposes, there isn't really anything I dislike about the product Review collected by and hosted on G2.com.

If you do expect your ticketing to simply just work ...

When your business requires support in no time at all ...

Looking for a rock solid solution for your customer's feedback ...

Do like to get ticketing, FAQ, knowledgebase plus chat out of one box ...

It should not cost you zillions of your budget ...

... well ...

I have to disappoint you.

I cannot recommend Enchant.

I prefer to have all of the above to myself ;P Review collected by and hosted on G2.com.

Whichever extension I ask for or feature I suggest is either already in but overseen or already on the roadmap. Review collected by and hosted on G2.com.

I spent hours, perhaps even days, searching for an intuitive customer support ticketing system with easy onboarding and collaboration across tickets. Enchant has proven to be the perfect solution for us as it is easy to use, implement, and manage. Without Enchant, we would not be able to meet our support SLA times as efficiently as we do, thanks to its simplicity and clarity of design and functionality. Review collected by and hosted on G2.com.

To be honest, there's not much to say, really. I'm very happy indeed. Review collected by and hosted on G2.com.

The UI is extremely fast and you can zip around just using the keyboard. As a UI designer, everything just feels right. Buttons and settings are where you expect them. They've already built features that make sense but you don't know you needed, like automatic rules to label tickets that meet certain criteria. Everything just makes logical sense. Review collected by and hosted on G2.com.

The reporting feature needs the ability to ignore weekends and out of hours tickets as otherwise it skews the response times. Review collected by and hosted on G2.com.

It has so much to offer if you use it fully.

The email ticking system is only one infinitely useful feature. You can keep on top of multiple teams, multiple business, easily and with useful analytics.

I also fully utilize the knowledge base across multiple domains that I own. You can use your own. Com to feature products, services, content, links, videos and information in general, using a very intuitive and powerful system.

As someone who has a lot of interests, job titles, business, etc, this pays for itself in a day.

If you're starting up your own business, product, service, book, even blog, this product will work for you. If you're advanced, it's a must have.

I have recommended it to many but a lot of small business owners will try to save a few dollars by not using it. This is a huge mistake. You will save do much time and be do much more organized, it pays for itself.

If you use it every day you'll get more value from it.

It also integrated easily with my Shopify and emails, and domains. Review collected by and hosted on G2.com.

This isn't really a dislike but it's a fact of life. When you use a good tool for the first time, you'll need to spend time setting it up and building it out right.

Customer service is great, they will help you. Keep going until it's set up. Review collected by and hosted on G2.com.

- Simple UI

- Ability to get our BDR team into our workflow without need to share email passwords

- Fantastic reporting Review collected by and hosted on G2.com.

- When not using oAuth / APP passwords, our emails sometimes get disconnected. Could easily be avoided if we made a change. Review collected by and hosted on G2.com.

We've been using Enchant since 2014 in more than one project. The best parts of Enchant are:

* Easy to use: clean and intuitive interface gets out of the way for our colleagues to get things done quickly and efficiently. Search works well.

* Easy to configure: we have about 20 inboxes and managing them is painless

* Knowledge base: we created a knowledge base and got a searchable help site with a contact form with minimal effort. It was a big win for launching new services.

* API: we use the API to fetch data from other systems and show relevant information directly on Enchant when viewing an issue.

* Support: quick and to-the-point support, no hand-waving. Happy to discuss issues at a low level if required. Some of our requested features were added to their roadmap and got released. Review collected by and hosted on G2.com.

There isn't anything that we dislike. Along the years we were twice tempted to switch to a competitor due to "shiny new feature" but decided not to and we are happy with our decision. Review collected by and hosted on G2.com.

There are so many things that I like about Enchant, that I don't know where to start. First, I am not the most tech savvy, and Vinay made implementation simple. While he is not available for phone calls, his email responses are thorough, address the question in a clear manner, and the responses come almost immediately. Regarding the technology itself, the interface is very user friendly. There are lots of controls in place to prevent a duplicate email from being sent. It even has a delay send feature to allow you to correct any errors that you catch. The sort function works smoothly to find an existing ticket without having to have too much detail. The canned responses are great. I love that it allows for tracking phone calls as well as emails. I love the held and snooze features, that I haven't seen with other systems that I have used in the past for shared inbox. I trialed the leader in the industry, zendesk, and it was extremely confusing and a lot more expensive. This product checks all boxes and provides a great value. Review collected by and hosted on G2.com.

Absolutely nothing. It is perfect and I love it. Review collected by and hosted on G2.com.