Customerly
What is Customerly?
Customerly is a customer service and messaging platform designed for software-as-a-service (SaaS) companies. The platform operates as a unified Help Desk and conversational support system that combines autonomous conversational agents, real-time messaging, customer surveys, and automated email messaging into a single operational interface.
Key Capabilities
- Autonomous Support Resolution: Deploys automated Chatbot agents (Aura) trained on documentation and knowledge bases to execute multi-step resolution tasks, answer technical inquiries, and process account actions.
- Real-Time Messaging & Unified Inbox: Integrates website and in-app Live Chat widgets with a centralized team inbox, featuring collision detection, conversation routing, and automated agent escalation.
- Multilingual Knowledge Base & Help Center: Hosts self-service articles and documentation with multi-language indexing and automated search suggestions based on customer queries.
- In-App Feedback & Customer Surveys: Measures Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings via automated in-app prompts and post-conversation survey triggers.
- Targeted Email Automation & CRM: Tracks user behavior and custom events within a built-in Customer Relationship Management (CRM) database to trigger behavior-based email communications and onboarding messages.
- Video Calling & Screen Sharing: Enables support operators to initiate direct video calls and screen-sharing sessions directly from active chat threads without third-party plugins.
Audience & Use Cases
- Audience: Customer Support Managers, Customer Success Directors, Technical Support Engineers, and SaaS Product Managers.
- Use Case: Automating repetitive technical support inquiries, providing real-time in-app assistance to software users, collecting customer satisfaction benchmarks, and managing targeted onboarding sequences.
Technical Specifications
- Deployment Model: Cloud (SaaS)
- Supported Channels: Web & In-App Live Chat, Email, In-App Survey Overlays, Native Mobile Apps (iOS / Android)
- Data Integrations: REST API, Webhooks, Billing Repositories, Custom Event Tracking
- Core Analytics & Governance: CSAT, NPS, Automated Conversation Routing, Role-Based Access Control (RBAC)
Categories & Use Cases
Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Web-Based, Android, iPhone, iPad |
| Mobile Application | No |