Q: Is This A True Intercom Alternative? Specifically, Can Charla Do the Following?
a. Does it have a ticket submission function for customers who wish to submit an issue regarding their purchase, etc.?
b. Can Charla notify an internal 'agent' via an internal unified inbox/email and/or a messaging platform (e.g., WhatsApp) if a ticket is submitted?
c. Is there a live agent takeover option?
Thanks
Yehia
Sep 20, 2024A: Hello, There is definitely a feature overlap with Charla and Intercom. However Charla is more tailored for SMB, while Intercom is targeting enterprise customers. This is obvious from the pricing for example (Intercom entry package is $145 for 5 agents per month, while Charla Life time deal is for $39 here on AppSumo).
As for your questions:
(1) Sure, there is a built ticketing module. Customers can initiate tickets by email currently.
(2) Yes, they get a notification through the app and email
(3) Yes, Once we released the AI Chatbot a live agent takeover will be available