Enchant Reviews

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.

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

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

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.

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.

We use our email client as a help ticket and order flow system, so this solves all of our customer facing needs.

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.

For my purposes, there isn't really anything I dislike about the product

I was previously handling all of the customer support by myself and hired someone people to assist but even so there are certain things only

- Simple UI

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

- Fantastic reporting

- When not using oAuth / APP passwords, our emails sometimes get disconnected. Could easily be avoided if we made a change.

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.

To be honest, there's not much to say, really. I'm very happy indeed.

Our top priorities are providing excellent support to our customers, ensuring efficient communication within our team on all ticket-related matters, managing our contacts effectively, utilising data to make informed decisions, and having a centralised knowledge base that new team members can easily navigate. Having all these capabilities in one platform makes our work much easier and more productive.

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.

The reporting feature needs the ability to ignore weekends and out of hours tickets as otherwise it skews the response times.

We need a way to store and manage customer tickets. We are very customer-focussed and wanted a tool that worked well for us in being able to manage customer relationships. We also wanted something simple to allow us to collaborate on tickets as a team.

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.

The developers listen to feedback and actually react to it to meet your needs. Response time when in need of support is amazing.

The latest design refresh feels a bit "toy"ish, but that's a minor issue in the scheme of things.

Does everything zendesk used to do for us without the slow performance. And with near infinite customisation and integration options. Switched in 2015 after trying zendesk and other systems.

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.