| Functionality | 4 <p>As a standalone CRM, Capsule provides basic features like contact and pipeline management, but its automation and reporting tools are limited. You can’t even track email engagement rates. If you want more robust marketing functionality, you’ll need to buy Transpond—but it’s not really an add-on. It’s a separate platform entirely.</p> | 6 <p>Copper only offers core functionality you need to manage customer relationships, with a standout feature being its seamless integration with Google Workspace and flexible pipelines. You can automate workflows and create website forms to capture leads. However, features like email sequencing and custom reports are only available in the most expensive tier. Natively, you're unable to call customers, directly add contacts from LinkedIn and set up a lead scoring system.</p> |
| Ease of Use | 8 <p>Capsule’s simplicity makes it easy to use. Navigating its modules is quick, and most users should be comfortable with it in under an hour, even without much guidance.</p> | 5 <p>Using Copper can be a mixed experience. It's easy to view tasks, past interactions, and add contacts directly from Gmail or Google Calendar. However, some workflows are less intuitive. For instance, enrolling contacts in an email sequence requires some digging, and the workflow automation module feels cluttered. Oddly, email campaign analytics are tucked away in the "settings" page.</p> |
| Look and feel | 7 <p>Capsule has a clean, visually appealing design with color-coded elements that make it easy on the eyes. Page load times are reasonable, usually within 1-2 seconds.</p> | 7 <p>We find Copper's interface to be visually acceptable. Most views are quite plain and compact, but can be delightful at times (e.g. a "zen" image when you've cleared all your tasks!) It also has fast page load times (1-2 seconds).</p> |
| Customisability | 6 <p>Capsule isn’t great for customization. You can create custom fields, tags, and multiple pipelines, and it does offer project pipelines alongside sales pipelines, which is useful.</p><p>However, the automation module is very limited. You can’t build custom reports or objects, and you can’t customize what’s displayed on deal cards, which can be frustrating.</p> | 6 <p>Copper tries to offer flexibility in adapting pipelines for both sales and non-sales use cases, such as creating "project" pipelines for managing client projects. However, it lacks the ability to add custom objects, limiting its usefulness for tracking items beyond people and companies, like "candidate" cards for a recruitment pipeline (which is possible in all-in-one CRMs such as Attio). Additionally, non-sales pipelines still include irrelevant sales-related fields, such as win probability and value.</p> |
| Ease of Setup | 6 <p>Although Capsule offers a free trial and free tier, we found the initial setup slightly confusing (taking >15 minutes) - you'll need to manually configure email forwarding and connect your calendar through subscription links.</p><p>However, fully customising the platform is straightforward and can be done within a day, due to Capsule's limited functionality.</p> | 7 <p>Copper offers a free trial without need to speak to sales. Completing basic setup is simple, taking around 10 minutes to import contacts andset up pipelines. Fully setting up the platform is also straightforward, (e.g. downloading Copper's Chorme Extension and setting up automation) and can be largely done within 1-2 business days. </p> |
| Customer Support | 8 <p>Capsule’s self-serve support materials are well-written and cover most basics. However, to contact the support team, you’re required to fill out a support request form, which feels unnecessarily cumbersome. That said, the team responds quickly—usually within minutes.</p> | 8 <p>Copper provides in-app live chat with friendly, responsive human agents during US business hours, usually replying within minutes. They go above and beyond to assist and guide you through the product. The self-serve support is decent, but we noticed some broken links, likely due to rapid product updates.</p> |
| Integratability | 6 <p>Capsule offers 70+ pre-built integrations with relevant third-party apps, allowing you to connect with customers across channels like phone or WhatsApp. It also integrates with popular tools for customer support and project management.</p><p>However, it’s missing key integrations like JIRA, Calendly, Outreach, and Intercom. While it does provide an API for custom integrations, this may not be a practical solution for everyone.</p> | 6 <p>Copper offers pre-built integrations with most relevant 3rd party products (though a smaller set compared to competitors) and an API that allows buyer to build own integrations where necessary. However, note that integrations are limited to more expensive Professional and Business plans.</p> |
| Ease of Migration | 5 <p>Capsule’s export functionality is limited. You can only export contacts and pre-built reports through self-serve options. Exporting projects or opportunities isn’t straightforward, though it might be possible using the API.</p> | 8 <p><span style="color: rgb(9, 9, 11);">Close allows users to export key data via self-serve. Export of most other data are also available via API or on request.</span></p> |
