Thankful and Capacity are AI customer support tools with different strengths. Thankful excels in cost-effective automated support with robust CRM integrations, while Capacity offers more advanced features and higher user satisfaction ratings, scoring an average of 4.6/5 from 20 reviews on G2, but at a potentially higher cost.
Best for
Thankful is the better choice when seeking a cost-efficient solution for small to medium-sized teams focused on streamlining support workflows through multi-channel capabilities.
Best for
Capacity is the better choice when requiring advanced AI capabilities, such as branded voice support and speech recognition, ideal for larger enterprises ready to invest in comprehensive support automation.
Key Differences
Verdict
Engineering leaders should consider Thankful for straightforward, multi-channel customer support automation when operational costs are a primary concern. Capacity makes sense for organizations willing to pay a premium for advanced AI-driven features and exceptional user satisfaction. Align the choice with team size and budget constraints.
Thankful
"Thankful" is highly praised for its efficient customer support automation, which users say improves response times and enhances customer satisfaction. However, some complaints arise over the tool's occasional misinterpretation of complex customer queries. Pricing is generally viewed as competitive, aligning well with the features offered, although some users express a desire for more tier flexibility. Overall, "Thankful" maintains a solid reputation as a reliable customer service automation tool, with many endorsing its positive impact on support workflows.
Capacity
Capacity is a unified CX automation platform that uses agentic AI to power AI agents, real-time agent assist and post-call automation.
Users generally praise "Capacity" for its ability to streamline operations and enhance efficiency, earning high ratings on G2, with multiple perfect scores. However, some reviews indicate inconsistency, with ratings dipping to 3.5/5, suggesting occasional shortcomings in user experience. Social mentions are scarce and don't provide substantial insights about the software, focusing more on tangential topics. Overall, "Capacity" enjoys a positive reputation with its pricing seeming reasonable to most users, based on its satisfactory performance and added value.
Thankful
-80% vs last weekCapacity
+25% vs last weekThankful
Capacity
Thankful
Capacity
Thankful
Capacity
Thankful (6)
Capacity (10)
Only in Thankful (8)
Only in Capacity (9)
Shared (11)
Only in Thankful (4)
Only in Capacity (4)
Thankful
No reviews yet
Capacity
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. Review collected by and hosted on G2.com.What do you dislike about Capacity?I'm yet to see any disadvantages but for now I'm very pleased with it. Review collected by and hosted on G2.com.
What do you like best about Capacity?The people are as good as the product, if not better! With amazing account executives, project managers, and ludicrously talented engineers, you're in good hands. With great listeners new features are added to their products constantly. Review collected by and hosted on G2.com.What do you dislike about Capacity?The helpdesk platform is the only thing I could dislike, everything else is rock solid. And in fairness the helpdesk functions are getting better every sprint. Review collected by and hosted on G2.com.
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! Review collected by and hosted on G2.com.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. Review collected by and hosted on G2.com.
Thankful
Capacity
Thankful
Capacity
Thankful
No screenshots
Capacity
Thankful
Capacity
Thankful
Capacity
Is Flock just a poor US-centric copy of, globally active Genetec?
I've read all of Genetec's [customer stories](https://www.genetec.com/customer-stories/search) (the PDFs), and although I recognize these, as being Genetec marketing material (at least in part), they do contain insightful information, regarding implementation of surveillance systems; that is, from t
Only in Capacity (5)
Capacity is better suited for high-volume ticket handling due to its advanced AI features that streamline operations and monitor agent performance.
Thankful's pricing is generally considered competitive, offering more tier flexibility, whereas Capacity has a tiered pricing structure which some users find expensive.
Capacity appears to have more active community discussions, particularly about API and scalability, whereas Thankful's discussions focus on cost optimization and support.
Integration between Thankful and Capacity is possible through common platforms like Salesforce and Zendesk, allowing combined use for enhanced support functions.
Thankful may be easier to get started with due to its simpler pricing and focus on essential support functions, whereas Capacity requires a deeper investment into configuration for its advanced features.
