This $39 Tool Replaces Zendesk ($115/mo) - Charla Review
A comprehensive review of Charla, the all-in-one support solution combining live chat, AI chatbot, knowledge base, and ticketing capabilities. At $39 lifetime, it offers a cost-effective alternative to expensive platforms like Zendesk. Learn if this AppSumo deal is right for your business.
Charla
In today's review, I examine Charla, an all-in-one support solution available on AppSumo for just $39. This tool combines live chat, AI support, knowledge base, and ticketing capabilities - features you'd typically pay over $100 per month for with solutions like Zendesk.
Introduction [00:00]
Charla offers an impressive feature set at a surprisingly low price point. For $39, you get:
- Unlimited websites
- Unlimited conversations
- Up to 5 support agents per code
- AI chatbot functionality
- Full knowledge base system
- Ticketing system integration
The only real limitation is the number of agents, which you can expand by stacking codes. Need 500 agents? Just purchase 100 codes.
Installing & Customizing the Widget [01:11]
Getting started with Charla is straightforward. The installation process offers multiple options:
- WordPress plugin
- Magento plugin
- Shopify app
- Direct code snippet for any CMS
The widget is highly customizable:
- Custom colors using hex codes
- Branding removal (included with AppSumo deal)
- Multiple position options (left, middle, right)
- Three icon choices
- Custom labels
- Page exclusion functionality
The page exclusion feature is particularly noteworthy as it's built directly into the interface. Unlike other tools where you need to handle this through your CMS, Charla makes it simple to specify which pages should not display the chat widget.
Chat Flows [03:35]
Chat flows are automated conversation sequences that can help gather information or guide users through common scenarios. Charla provides two default flows:
- Name collection
- Email collection
Key features of chat flows:
- Multiple choice or free text responses
- Organization-level management
- Reusable across multiple properties
- Trigger-based activation
One limitation is the inability to mark responses as required - users can skip providing information like email addresses and continue chatting.
The trigger system for chat flows offers several activation options:
- First visit
- Return visits
- Specific page visits
- Time on page
- Visit frequency
While the chat flow system is powerful, the separation between flows and triggers in the interface could be more intuitive. Flows are managed at the organization level, while triggers are set at the property level.
Live Visitors & Chat [07:29]
The live chat interface provides comprehensive visitor information:
- Real-time visitor tracking
- Location data
- Device information
- Page viewing history
- Visit frequency
- Active chat status
Chat management features include:
- Attachment support
- Knowledge base article sharing
- Saved replies
- Internal notes
- User profiles
- Chat history
The system has some performance issues, with noticeable delays when switching between sections or filtering messages. The loading animation (a skateboarding figure) isn't immediately recognizable as a loading indicator.
Ticketing [12:32]
Charla includes a full ticketing system with email integration:
- Custom email aliases
- SPF record support
- Proper email sending from your domain
- Ticket management interface
One significant limitation is the lack of integration between live chat and ticketing. There's no simple way to convert a chat conversation into a ticket - you must manually create a new ticket and potentially lose the chat history.
Knowledge Base [14:37]
The knowledge base system offers essential documentation features:
- Simple visual editor
- Article categorization
- Public/private article options
- Custom CSS support
- Direct chat widget integration
- Inline linking capabilities
The knowledge base integration with the AI chatbot is particularly impressive. You can train the AI on your public (and optionally private) articles, enabling automated support based on your documentation.
AppSumo's Guarantee [17:02]
It's important to note that Charla is not an AppSumo Select deal, which means:
- No "We Got Your Back" guarantee coverage
- Standard marketplace deal terms apply
- Less extensive vetting process
While this doesn't necessarily reflect on Charla's quality, it's something to consider when making your purchase decision.
Conclusion [18:52]
Charla
Charla earns an 8.3/10 rating, making it a compelling option for businesses seeking an affordable, feature-rich support solution. The main considerations are:
Pros:
- Exceptional value at $39
- Comprehensive feature set
- AI chatbot integration
- Unlimited websites and conversations
- Clean, professional interface
Cons:
- No data export option
- Performance delays in the interface
- Disconnect between chat and ticketing
- Non-Select AppSumo deal status
For businesses looking to replace expensive solutions like Zendesk ($55-$115 per month per agent), Charla represents an incredible value proposition despite its limitations.
Note: This review contains affiliate links. As an AppSumo partner, I earn from qualifying purchases.
