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About Captivated

Use Captivated texting to add a personal touch to your customer experience while lowering call volume and resolving more issues.

Learn more about Captivated

Pros:

Every feature we use is a huge time saver compared to our prior methods. It is very easy to use and become comfortable with in a short time.

Cons:

The interface and UX were difficult to understand at the start but we are getting the hang of it.

Captivated ratings

Average score

Ease of Use
4.8
Customer Service
4.8
Features
4.7
Value for Money
4.8

Likelihood to recommend

9.3/ 10

Captivated has an overall rating of 4.8 out 5 stars based on 12 user reviews on Capterra.

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Erica
Marketing Specialist in US
Financial Services Software, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Texting is Not the Future, it's Now.

5.0 4 years ago

Comments: This software is very user-friendly and easy to set up. It really provides a way for your customers to better engage with your business.

Pros:

Captivated allows us to communicate with customers the way they want. Barely 20% of emails are opened and read, but 100% of text messages are. We have only scratched the surface of what this software can do and it has already paid for itself. The way of the world is texting and immediate gratification. Customers want answers immediately, and texting affords us the two-street of preferred communication. It also comes with a chat feature, so we're able to offer both texting and live chat.

Cons:

There aren't many limitations, but if you want to use this for mass marketing messages, it could get costly. Otherwise, it's a very affordable way to communicate with new and existing customers.

Captivated Response

4 years ago

Erica, thank you so much for the kind words. Love to hear that the software pays for itself! We hope to continue to serve you for years to come!

Bradley
Owner in US
Consumer Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

A must have tool for Real Green users

5.0 12 months ago

Comments: Very good - Happy with product/service and will continue to use.

Pros:

Ease of use - ability to quickly text groups of customers

Cons:

While not Captivated's fault, there is some integration missing within SA5/Real Green. This may be something they are working on but the integration could be better.

Kim
Team Leader in US
Chemicals, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Daily Captivated Life

4.0 4 years ago

Comments: It gets the job done. We still have to have an employee hand type every phone number for the daily contact list. It's frustrating but we're glad we still have the option.

Pros:

I enjoy how simple it is to teach our employees how to use it.

Cons:

I'm frustrated that it doesn't work the way we were told it would work with RealGreen. The two aren't paried the way we were told they would be.

Captivated Response

3 years ago

Kim, I'm so sorry to hear that your experience did not match your expectation for the integration with Real Green. We are consistently working with Real Green to further improve and enhance the texting experience. I would love to connect with you to discuss how you would like to use Captivated with Real Green. Shooting you a message now. I believe we have options that will solve any issue you are experiencing. One of those would be doing a contact import. This will eliminate the need for any hand typing phone numbers for the daily contact list. If we work together, I believe we can come up with solutions to improve your company's efficiency and productivity utilizing both Captivated and Service Assistant in tandem. If there is anything else we can do, please let me know. Happy to help!

Veronica
Office Manager in US
Consumer Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Easy Communication

4.0 5 months ago

Comments: Captivated makes communicating with customers easier and more efficient, not all communications need to be a phone call.

Pros:

The convenience of testing our customers

Cons:

I disliked that your message that was started but not yet sent would clear out upon changing the screen but that has been fixed!

Kyra
Delivery Specialist in US
Automotive, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Captivated and their team was outstanding!

5.0 3 years ago

Comments: I have been in customer service for a long time and have had to work with support teams constantly. Most the time I was put on hold or transferred back and fourth, no one could find the answer or it took days to get back to me. Not with captivated! I'll admit I am not one to leave a review for people...ever. But with Captivated I had to because they were that amazing to work with!! The self scheduling and follow up system was great, but the support and help that I received while working with the Captivated team was the selling point for me. They really go above and beyond. So nice and helpful but FAST always received responses right away and first thing the Monday morning if I messaged on a weekend or after hours. To me that is everything because transferring a business over to a new system you constantly have questions and are needing to adjust and they were able to help every step of the way.

Pros:

The software that Captivated provides is very user friendly, responsive, easy to navigate and makes contacting customers so convent. Switching over to using Captivated was with such ease and working with their Captivated Support was unlike no other! I received fast responses each time and every time I needed to change something or make it easier they were able to fix/change it right away. When I needed help they would call me or explain everything in detail and made sure I understood and that is what I wanted. The system was so customizable but the default settings were amazing from the start. The way it always reminded and sent out messages on a good timeline was the best part. This allowed me to do more with my in person customers and the system to do the contacting work for me.

Cons:

I didn't like that on my google calendar that I attached I couldn't just select a date and book the appointment I had to send them a booking link first. Then I found out that Captivated Support just had to send me the links to bookmark and I wouldn't have to do it that way. It was so much easier after I found that out. My only recommendation for that would be to let users know about that and explain it a bit more in depth. However this might have been on me and I didn't understand because in the beginning when we switched over I had a lot of other things going on as well.

Captivated Response

3 years ago

Kyra, thank you so so much for the kind words! They definitely put a smile on my face. Love the "system did the contacting for me". So nice, right?! I will definitely make sure to explain the calendar integration and options more clearly moving forward. Again, thank you so much for your business and being so great to work with!

Annette
Accounting Administrator in US
Telecommunications, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Captivated review

5.0 4 years ago

Comments: I think people find it easy to communicate through this system to us. Its very easy to give quick responses to customers with long boring conversations.

Pros:

It is very user friendly. Very easy to use. Perfect for the growth of customers. Customers seem to respond better through texting.

Cons:

There is not anything I don't like about this software. I do not have one complaint.

Captivated Response

4 years ago

Thank you so much for your review, Annette! Love to hear that you don't have any complaints. We appreciate you!

Amanda
Internet Sales Manager in US
Automotive, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Great product, great customer service

5.0 4 years ago

Comments: I've been in the BDC for 11 years, used several chat/text systems and Captivated is the best!

Pros:

Ease of use, fantastic customer service. Very user friendly.

Cons:

Only con - Captivated chats do not feed directly into CRM.

Captivated Response

4 years ago

Amanda, thanks so much for this review! Adding a Zapier integration and sending conversations via ADF are both high up on our product roadmap. Check back for updates on this addition. We love to hear that our software is your favorite! Thank you for being a valued customer!

Ty
Owner in US
Chemicals, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Don't run a service company without it!

5.0 3 years ago

Comments: Fantastic! Great product, support is always timely, friendly, and on point.

Pros:

It is hard to pick one thing. Every feature we use is a huge time saver compared to our prior methods. It is very easy to use and become comfortable with in a short time.

Cons:

A year and a half in and no con's as of yet.

Captivated Response

3 years ago

Ty, thank you so much for taking the time to leave this review. So thrilled to hear that it has become essential to your business infrastructure. We appreciate you!

Kailee
Technology specialist in US
Farming, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Helped communitication

5.0 4 years ago

Pros:

It so much easier to text customers and if they have a problem they can get a response quick

Cons:

some of the mass texting can get tricky with our third party we use with them

Captivated Response

4 years ago

Thanks so much for the review, KaiLee! We are always working on improving integrations with Service Assistant to make communicating with your customers as quick and efficient as possible. Thank you so much for being a valued customer!

Haley
Marketing Manager in US
Consumer Services, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Great customer support

5.0 3 years ago

Comments: Noelle was a huge help over the period of multiple days and continued to follow up until my problem was solved. Included personalized help video links and troubleshooting on her end until I understood the process. Thanks so much!

Pros:

Integration with our software, organization of teams

Cons:

The interface and UX were difficult to understand at the start but we are getting the hang of it. Support has always been helpful with any questions!

Captivated Response

3 years ago

Haley, thank you so much for the thoughtful review! Is there anything in specific with our interface and/or UX that was difficult to understand? I would love to help you understand it better as well as improve our software so others find it easy to use. Thank you again for your business! We appreciate you!

Barry
General Manager in US
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

I got Captivated

5.0 6 years ago

Comments: It puts us in immediate contact with customers so that we stay apprised of any need that we may be able to fill.

Pros:

The ability for our employees to text directly to our customer base from our business phone number.

Cons:

I didn’t want to have to load our data into the system. As it turned out, Captivated Support did it for us.

Michelle
Director Of Online Marketing in US
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Captivated increase the SMS marketing conversion rates

5.0 3 years ago

Pros:

Captivated adds high value to our SMS communication with our customers and decreases the effort required for getting conversions.

Cons:

We have been using Captivated for a long time and we have not any negative experience till now.