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What Is Captivated?

With Captivated, SMS conversations are routed to the right person or team, creating meaningful interactions throughout the entire customer journey. Add texting capabilities to your existing landline or our team can give you a new, textable phone number in your local area code. Businesses of all kinds use our expertise and robust tools to serve clients faster, automate processes, drive better reviews, improve customer satisfaction & more. Our mission is to make the customer experience effortless.

Who Uses Captivated?

Businesses of any size in the USA and Canada

Captivated Software - With Captivated, we can create any form you would like, request and book appointments, exchange contact cards, call the customer while masking personal cell phone, create workflows and automation events to streamline processes, video and much more.
Captivated Software - Captivated Express Pay allows you to request bank (ACH) or credit card payments and collect payment directly within the message thread. Use this payment dashboard to see transaction history by user, team, amount, status, reference number etc.
Captivated Software - Request Google Reviews directly within the message thread and use our review dashboard to track review requests by user.
Captivated Software - Send an announcement to your customers and see reporting in real time. See character and segment count, successful sends or message failures, and the list of recipients. Send immediately or schedule to send announcement at a later date and time.
Captivated Software - Use our automation events and workflows to automate any process. Gather information you need with custom forms and see the response right in line.

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Reviews of Captivated

Average score

Overall
4.9
Ease of Use
4.7
Customer Service
4.9
Features
4.6
Value for Money
4.9

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
91%
4
9%
Erica
Marketing Specialist in US
Financial Services, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Texting is Not the Future, it's Now.

5.0 3 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

3 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!

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!

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

Daily Captivated Life

4.0 3 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!

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 3 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.

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 3 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

3 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!

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