Capsule CRM review September 2024: CRM features, pricing, and scalability

Capsule CRM service plan overview

Capsule offers four plans priced per user, per month, but you can choose to pay monthly or annually, with annual subscriptions providing a 15% discount. Not only will you access features that enhance your customer relationships on a system that several customers agree is easy to use, but you’ll also enjoy seamless integration with more than 1,000 third-party apps on mobile and desktop devices, alongside 99.99% uptime.  

This CRM system’s lowest tier offers a free version with limited features, while the higher tiers offer a 14-day trial and more features. For example, you’ll get 10 shared mailboxes, 100 sales pipelines, 100 project boards, 240,000 contacts, 1,000 email templates, and AI content assists, and unlimited custom fields on Capsule’s Ultimate plan. 

Best Capsule CRM plan for small businesses: Starter Plan

While larger enterprises find it rather basic, the Capsule Starter plan is ideal for smaller businesses looking to organize their contacts and leads, manage customer relationships, and seize sales opportunities. This CRM plan allows you to manage your contacts (up to 30,000) and provides an overview and deep dive into customer interactions, including calls and emails. 

The Capsule Starter plan also helps you track sales opportunities by allowing you to track sales as they progress. But don’t forget that you can build only one sales pipeline with this plan, and its reporting function is limited. 

Other services Capsule CRM offers 

To help enhance the customer experience, Capsule CRM offers additional services such as: 

• CRM migration: Easily migrate from another CRM software with a comma-separated values (CSV) or Excel file.
• Project management: Assign tasks and link tasks to contacts to organize sales, service, and support management and give team members visibility into projects and opportunities. 
• Workflow automation: Capsule’s workflow automation reduces manual work and helps your team stay consistent. You can speed up processes with automated workflows and triggered responses for specific activities. 
• AI content assistance: Generate email copies by entering a few prompts that tell the assistant what you want and which tone it should use.  
• Email marketing: The add-on Transpond by Capsule will help you run email campaigns and monitor customer interaction with the emails you send. Its free version is available for up to 1,000 contacts. 
• Voice-over-internet-protocol (VoIP) integration: Communicate with customers directly on Capsule CRM and access VoIP features such as call routing, recording, and tracking. 
• Reporting and analytics: Capsule also provides activity reports and an overview of each contact’s performance to show which actions convert customers better. 

The Capsule CRM platform and customer support 

Capsule CRM is considered intuitive and easy to use, even for those new to CRM automation. Several customers agree you’ll get a clear overview of sales pipelines and can dig into contact details with only a few clicks. The straightforward platform allows you to customize fields to suit your business structure. 

If you encounter any issues, there’s a searchable knowledge base and video tutorials with information on optimizing its CRM features. You can also create a ticket form, email support@capsulecrm.com Monday through Friday, or tweet @CapsuleCRM and an agent will respond as soon as possible. 

Subscribers to the Ultimate plan also receive implementation support, custom training, and a dedicated customer success manager.

Is Capsule secure?

Capsule CRM encrypts your data and employs security features such as single sign-on (SSO) and two-factor authentication (2FA) to protect it against intrusion. Servers are hosted at Amazon Web Services (AWS) and it has multiple certifications and reports from renowned security regulators, including the Payment Card Industry (PCI) and Service Organization Controls (SOC). There is staff on call to respond to security alerts. 

Account administrators can also control user access with restrictions and permissions. No security breaches have been reported since the company’s inception. 

Capsule user reviews

Capsule scored 4.5 stars out of five with almost 200 reviews on Capterra. G2’s nearly 300 reviews earned the CRM provider a 4.7-star rating out of 5. Users commended Capsule’s layout, saying that it’s intuitive and easy to navigate, even for beginners. Those who contacted the support team were happy with the timely and helpful responses they received. 

Most complaints about Capsule were about its limited customization, reporting, and project management features.

Compare Capsule alternatives

Capsule: Starter	Apptivo: Lite	Freshsales: Growth
Base monthly cost per user	Base monthly cost per user	Base monthly cost per user
$21.00	$20.00	$11.00
Maximum number of users	Maximum number of users	Maximum number of users
Limit not specified	Limit not specified	Limit not specified
Free trial length	Free trial length	Free trial length
14 days	30 days	21 days
	Learn more	Learn more
	Read our Apptivo review	Read our Freshsales review

Is Capsule right for you?

Capsule is an excellent choice for small teams that want a straightforward approach to managing their customers and automating their workflows. Its pricing also fits those with limited budgets, mainly because of its generous free plan. However, there are better CRM systems for those looking for robust customization or reporting features and larger enterprises needing larger capacity or discounts for bulk seats. 

Frequently asked questions

Is Capsule CRM free? 

Capsule offers a free-forever version with two user seats, 250 contacts, 25 custom fields, and 50MB storage capacity. This free CRM plan enables sales monitoring, collaboration, customization, and integration on a small scale. However, it’s missing offerings such as email templates, workflow automation, a project board, and a sales pipeline dashboard. Also, you won’t be able to connect to Outlook Calendar or send emails from shared mailboxes. 

Is Capsule CRM customizable?

Yes, it allows you to customize fields to match your brand. You can add your brand logo to the login page, choose a color scheme, add categories and activities to your dashboard, customize milestones within your sales pipelines, and add social media profiles and avatars to contacts. 

Is Capsule CRM easy to use?

Yes, and that’s its key selling point. The CRM dashboard is straightforward to use for team members who are nontech savvy and those new to CRM systems. Capsule CRM also allows you to customize fields in the way you want them to appear.