Turn every interaction into a connection.
Captivated takes you beyond SMS texting:
Automation & Workflows
Shared Queues & Calendars
Route keywords or customer inquiries to certain teams or departments, and even create shared availability
Internal Note-keeping & Sharing
Within customer conversations, leave notes or set reminders for yourself that the customer can’t see. Tag your team members in the notes, too, to bring them up to speed or ask a question.
Targeted Text Campaigns & Announcements
‘Tag’ customers to assign them to lists based on product ownership, service needs/intervals, preferences, etc. Send relevant offers or updates to those customers based on their specific tags.
Secure Express Pay
Send invoices and allow customers to access a secure payment portal via text to pay with ACH or credit card (and they pay the processing fee).
Your custom monthly plan includes a business line, so your personal phone numbers are not shared. Use Captivated’s mobile and desktop apps to send messages from your phone or computer, or use our Chrome extension to send texts directly out of your web-based CRM.
No matter how you reach out, your message will be delivered conveniently via text to customers.
Check out our top features:
Click into each tab for a quick overview of each of the key capabilities that we offer.
With Captivated, there are hundreds of types of campaigns you might send – but there are also a few different methods for creating them:
- You could send a text announcement or campaign to your entire customer database.
- You could segment out a list of customers and send a more targeted campaign.
- And, of course, you could send texts on an individual level.
No matter how you segment, the process takes only seconds and is highly effective. Below are some examples of text campaigns you might send:
- Announcements about new product or service offerings
- A follow-up on a product or service that was recommended, but was declined during the initial appointment (shown below)
- New inventory notifications
- An add-on service offer
- Informational texts (with or without PDF attachments or website links)
- Seasonal or holiday sales or discount offers
Captivated allows text-enabled booking and scheduling for any type of appointment you might be setting. Customers can use a custom QR code or follow a link to set an appointment by selecting a time from your calendar.
You can sync your Google or Microsoft calendar so your availability automatically populates, or you can set your hours and adjust your settings at any time. As appointments are set, you can easily keep track of all upcoming appointments in Captivated’s Calendar tab.
You can even create team calendars, for shared availability (for example, if you wanted a Sales Team calendar where customers can schedule a Discovery Call with anyone from your sales team).
Customers receive reminders regarding their upcoming appointment with you, and if needed, you could even have a seamless process for rescheduling their appointments when needed.
Beyond allowing you to schedule appointments, Captivated can also keep customers connected all the way leading up to their service/visit, and throughout their time as well:
- Reminder messages leading up to the appt can help prevent no-shows
- If there are forms to be filled out, they can easily be sent through Captivated (alternatively, forms can actually be added as part of the initial booking process as well)
- Instructions or tech introductions can be sent to customers leading up to their appointment
- During their appointments, customers can receive real-time updates, photos you’ve taken to show them what you’re evaluating, or even estimates and approvals for additional work
- If desired, customers could receive invoices and a secure option to pay right in their text conversation with you
- Following their appointment, customers can receive an invitation to review your company/services online
- Over time, you can also follow up on recommendations you made that the customer declined during their initial visit, and can also send seasonal offers, etc.
All of the above capabilities are discussed in other ‘Top Features’ tabs on this page; be sure to check those out to read more in-depth information and see pictures of our software in action.
Video content is becoming more and more prevalent – from social media to how-to articles, many of us are taking videos instead of pictures because of their ability to bring someone into the moment in a more realistic way.
Videos can do the same for your company: with Captivated, you can send videos via text, AND you can invite customers to a face-to-face video chat with you as well.
This can be great for introducing techs, sales team follow-ups, sending vehicle walk-arounds, showing a close-up bit of information or detail about what you’re assessing during an appointment, or hopping on video to answer a question in better detail and ensure the customer understands.
Not only can you send invoices through Captivated (to be delivered to customers via text), but you can also request payments and allow customers to pay right there from your text conversation.
When they go to pay, customers will have the option to use a credit card (including processing fee), or to use ACH and securely pay to avoid any processing fees.
At any time, you can send customers the forms you need them to fill out right from Captivated. Some examples might include:
- intake forms required before an appointment
- new client information forms
- service authorizations (or approvals for additional service required during an appointment)
- questionnaires (pre-service, job applications, etc.)
- security disclosures
- financial documents
When you send a form via Captivated, it delivers through your iMessage/text conversation with the customer. They can click on it to open it up, and if they need to sign, they can do that as well as typing in any other information requested. The ability to send and receive forms through text can not only streamline the admin process for you, but can also make the whole appointment process feel more fluid and easy for the customer as well.
Following a customer’s service (or really any time!), you may want to garner an online review from them. With Captivated, you can quickly and easily text a request, along with a link to your online listings or review page of your choice.
From the text conversation, customers can easily leave feedback and help boost your online reputation.
Additionally, for any negative reviews, Captivated can allow you to set up an escalation workflow to involve Customer Service or managerial follow-up.
Creating automated workflows can drastically improve productivity, efficiency, and consistency in your sales and internal processes.
Below are a few examples of automated workflows you can implement with Captivated:
- Escalating negative reviews or surveys
- Check-ins or drop-offs for vehicle service drive appts (shown below)
- Day-of communications for lawn care services
- Lead follow-ups and cadenced prospecting
- Self-enrollments and/or registration forms
- Custom routing from Captivated or your CRM
As a customer, you can also request a consultation with our Professional Services team, who offers tailored services (billed by the work – no minimum plan or upgrade required). Our skilled experts can set up custom workflows and automations to meet your needs.
Captivated can also be added to your website to enable a Live Chat and/or Text Us feature – whether you want to reach customers on desktop, mobile sites, or both, you can quickly and easily respond to any leads or inquiries right from Captivated.
We integrate Google Tag Manager, to allow you to track events and see how customers are interacting with you online through our widget.
Below are two examples of Captivated live chat widgets (from separate websites):
We serve businesses of every size and industry - including:
AUTOMOTIVE
AUTOMOTIVE
LAWN SERVICES
LAWN SERVICES
CARE CENTERS
CARE CENTERS
HOSPITALITY
HOSPITALITY
