| Functionality | 2 <p>Channeled's Slack-centricity means that it's overall feature set as a dedicated customer support tool is relatively lacking. To be more specific, Channeled is best suited to businesses who primarily manage their customer interactions via Slack and not via other channels such as SMS, live chat or email. That being said, when it comes to managing Slack threads, it provides a robust and complete feature set including shortcuts that can be triggered by emoji reactions within Slack, and analytics/sentiment analysis over Slack threads.</p> | 4 <p>Missive’s positioning as a more generalised tool for customer facing teams means that its overall feature set as a dedicated customer support tool is relatively lacking. To be more specific, Missive is best suited to smaller teams with low ticket volume who manage customer interactions across a range of social and email channels. That being said, its omni-channel support is well rounded, with only a native Slack integration being a possible major drawback of teams. Additionally, its rule based ticket routing and analytics filtering features are deep and offer room for a lot of customisability. </p> |
| Ease of Use | 9 <p>As a result of it's focus on Slack, Channeled has a shallow learning curve. <span style="background-color: transparent; color: rgb(0, 0, 0);">An average SMB employee would require less than 30 minutes and no guidance to master the product. </span>It's onboarding process is simple, short and easy to understand and makes full use of Slacks native integrations. Additionally, it's web app is simple, intuitive and easy to navigate.</p> | 7 <p>We find Missive’s self-serve onboarding to be simple and intuitive. It would take an average SMB employee less than a day to become proficient in using the platform. Additionally, its web app is fast to load and easy to navigate for new agents.</p> |
| Look and feel | 8 <p>Channeled's web app is simple, modern and easy to navigate. Additionally, it's design aesthetic is minimalist making it easy to work with and fast to load.</p> | 8 <p><span style="color: rgb(0, 0, 0);">We find Missive's interface to be modern, sleek, and fast to load. Both its light and dark themes are well designed and easy to navigate with clear accent colours applied to core features and buttons. </span></p> |
| Customisability | 3 <p>Channeled does provide some elements of customisability such as the ability to create custom tags which businesses can assign to conversation threads, or the ability to create custom shortcuts which can be triggered by emoji reactions directly from Slack. However, there are limited routes for further customisability such as the inability to manipulate analytics dashboards or save custom views.</p> | 4 <p>At present, Missive lacks many customer facing features that you might expect from a customer support tool, such as a help centre. Additionally, it's live chat widget only allows for limited customisability focused on themes and colours.</p><p>That being said, there are some areas where customisability is a core strength for Missive. For example, the ability to centrally manage email signatures for all agents with the ability to add interactive surveys into them - or the ability to create rich, rules based workflows to route tickets.</p> |
| Ease of Setup | 8 <p><span style="color: rgb(0, 0, 0);">Channeled offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking <5 mins. Setting up your first channels are particularly easy too - given Channeled's focus on Slack. It takes only a few clicks to connect and configure.</span></p> | 8 <p>Missive offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually. </p> |
| Customer Support | 3 <p>Channeled customer support options for most of it's pricing tiers remains minimal. Channeled provides a contact email address for support requirements as well as a documentation website which offers explanations and walkthroughs of its core features; however, the latter is still largely unfinished at the time of writing.</p> | 5 <p>Missive offers a dedicated customer support email which we find helpful and responsive (reply times were typically >24 hours). Additionally, its 'help' documentation is rich and answers most common issues and queries. However, we would have liked to see the addition of a live chat widget for support on more urgent queries.</p> |
| Integratability | 7 <p>Channeled provides a number of integrations with popular CRMs (Salesforce, Hubspot), helpdesks (Zendesk, Intercom, Freshdesk), project management tools (Linear, Asana etc.) and automation platforms like Zapier. Additionally, it offers an API through which users can interact with data directly, though this is a relatively new feature that Channeled is continuing to build upon.</p> | 5 <p>Missive provides a number of integrations with popular CRMs (Salesforce, Hubspot) automation platforms like Zapier. Additionally, it offers an API through which users can interact with data directly. </p><p>That being said, we found it missing some key integrations natively that we would like to have seen, such as a native Slack integration and integration with common project management systems (such as Jira and Asana). </p> |
| Ease of Migration | 7 <p>Businsses can export data themselves via the web app as well as through Channeled's dedicated API.</p> | 5 <p><span style="color: rgb(0, 0, 0);">Users can export key data across a range of categories including past conversations, customer profiles etc. through self-serve.</span></p> |
