What is Customerly?

Start from here to understand what you can do with Customerly and what it is

Luca Micheli
Written by Luca MicheliLast update 16 days ago

If you are here probably you have been wondering what is Customerly and how and if you can use it for your project.

Customerly is the first behavioural messaging platform via Chat and Email for SaaS

What does this mean?

With Customerly you can communicate with your customers on different channels always keeping your customers at the centre of the communications sending them the right message at the right time.


There are two different ways you can communicate with your customers: actively and passively.

Passively is when a customer reaches out to you through live chat, Facebook messenger, or email support ticket. We'll call this inbound.

โšก๏ธActively is when you send them a chat or email message based on their actions or status. We'll call it outbound.

What is Customerly then?

Customerly is a suite of tools to help you communicate actively and passively with your customers.

Customer Support tools

To give the best customer support, you need great tools to help your team. Let's see which are your options.

๐Ÿ’ฌ Live Chat

The most appreciated way of communication for your customers (and I bet for you too) is through live chat. It's immediate, it gives you relief that you can get a solution to your issues quickly.

If you want to let your customers reach out to your support throughout the live chat, you can start by reading this article and adding it to your website, WordPress, eCommerce, saas, or even mobile apps.

๐Ÿ“ฅ Support email tickets

Nowadays the less appreciated way of communication with your customers when in need of help is through email. Some of them still prefer to use email to get help, so you can use this channel as an inbound tool to support them.

If you want to receive your support tickets in Customerly, you can start by reading this article.

Facebook Messenger

Another channel some customers may use is Facebook Messenger. You can now connect your Facebook page to Customerly to centralise all your support "tickets" to the Customerly inbox.

๐Ÿ“š Help Center

40% of your customers prefer to self-serve instead of boring your customer support team. The more content (like this one) you are going to provide them, the less you are going to actively work on support cases.

This is the reason we have created an incredible help center (or knowledge base) suite for your needs.

Create collections of articles to guide your customers through your product or service and they will find a way to solve their issues.

๐Ÿ” AutoReply

We are not Chatbots fans, but we do like good automation that does not annoy people and at the same time is giving helpful content. You can use AutoReply to let us try to find a solution for them when they start a conversation through the live chat.

Marketing Automation tools

Now that you are all set for offering the best customer support on planet Earth, you can start adding a cherry on top of your communication with your customers by actively reaching out to them at the right time with the right message.

Outbound messages

When it comes to communication with your customers you want to be laser-specific with their interest otherwise you can lose their attention. This is why we have built the outbound suite in Customerly. You can now send them specific messages when they need them.


It depends. If your user is live on your website, you can trigger a chat message based on their status or action, otherwise, you can try to bring them back using emails.

๐Ÿ’ฌ Chat Messages

You can build infinite chat messages based on your own rules and content. For example, if they are leaving your pricing page you can send them a chat message like: "Have you found your ideal plan?".

This is just one of the possibilities to use automated chat messages to engage your visitors and customers.

Remember to avoid a massive amount of automated messages. Be specific and concise.

๐Ÿ“ง Email Messages

Sometimes you will need an email to bring them back, that's why you can use Outbound messages when you are running a promotion, releasing a new feature or just updating them on something new. That's basically your newsletter.

๐Ÿค– Workflows

To automate your email messages based on the customer behaviour or status, you will need a workflow. With a series of conditions and actions, you will be able to achieve any kind of marketing automation.

For example, if you want to send an email anytime a customer is visiting your upgrade page but has not upgraded in 24h, that's a workflow.

Customer Satisfaction

The most important thing for ANY business is taking care of your current customers in order to get better word of mouth and free organic growth (our strategy at Customerly has always counted on free organic growth strategies).

That's why we have built Customerly in-chat surveys and NPS.

โ“In-Chat Surveys

Gathering feedback from your customers is key to getting to know them and improving your services based on their feedback. Quickly run surveys that get answers fast. Use in-chat surveys.

๐Ÿ˜ Net Promoter Score

Word of mouth is essential for any business to grow. You should measure how your customers are talking about your product or service with others. To get this metric you can use NPS surveys.

We've built an integrated solution where you will need just to choose when to trigger the survey and we'll take care of the rest for you.

That's it, this is Customerly.

The most complete customer-centric communication suite you can get.

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