# charles Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is charles the right Conversational Marketing Platform solution for you? Explore 21 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/229087/Charles/reviews --- charles 4.4 (21) [View alternatives](https://www.capterra.com/p/229087/Charles/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of charles Ease of use 4.3 Customer Service 4.7 ## Pros and Cons in Reviews ED Elisa D Junior Customer Experience ManagerFood Production, 11 - 50 employeesUsed the software for: Less than 6 months. “It works great for sharing our promos and product launches, very easy to use, very reliable Customer Support“ July 21, 2023 LB Luisa B Marketing ManagerConsumer Goods, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “Integration with some platforms still a bit lacking but nothing major“ July 18, 2023 SS Silvia S Marketing ManagerApparel & Fashion, 2 - 10 employeesUsed the software for: Less than 6 months. “Very good customer support, fast responses and always trying to help you in your strategy.“ March 27, 2024 ## Showing most helpful reviews Showing 1-21 of 21 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Domenico M. ecommerce Manager Textiles Used the software for: 6-12 months ### "Empowering Marketing and Customer Engagement with Hello Charles" November 15, 2023 5.0 Pros What I liked most about Hello Charles is its remarkable capability to manage marketing campaigns on WhatsApp. This feature has been a game-changer for us. The ability to interact with our customers in real-time has not only streamlined our communication but also significantly boosted our conversion rates. The platform's intuitive design and efficiency in handling customer queries have greatly enhanced the quality of our customer dialogues, fostering a stronger connection with our brand. Cons As of now, I am thoroughly satisfied with Hello Charles and its offerings. It has seamlessly integrated into our workflow, and we haven't encountered any major issues. However, as with any software, there is always room for enhancements. I look forward to seeing future updates that might bring even more innovative features or improved user experience. Review Source ML Marina L. Specialist E-Mail Marketing Retail Used the software for: 6-12 months ### "Efficient, proactive and customer-oriented" November 4, 2024 5.0 Our collaboration with the service provider Charles for WhatsApp has proven to be very positive. Right from the start of the collaboration, we were supported at all times and Charles was proactive in the implementation. This continues in day-to-day use, where we have always had very good experiences. Individual requests, such as connecting to other systems, were also implemented without any problems and efficiently. Charles actively and intensively exchanged ideas with other service providers to guarantee us the best and fastest possible solution. In addition, we continue to be proactively presented with ideas and further developments that are perfectly tailored to our business model and our goals. Pros It is very user-friendly and intuitively designed. You will receive immediate help if questions or problems arise and possible developments tailored to your individual journey will be presented. Cons At the beginning there were technical difficulties with sending messages to all contacts, but these were immediately noticed and resolved by Charles. Review Source KH Kristin H. Team Lead Customer Service Textiles Used the software for: 1-2 years ### "Charles is recommended " August 8, 2023 3.0 Overall recommendable. Friendly staff. Pros Customers appreciate contact via WhatsApp Cons Technical problems and failures again and again Review Source Response from Charles August 17, 2023 Hey Kristin, thanks for your comments, we're happy to hear your customers like hearing from you on WhatsApp. We're really sorry to hear about technical problems. This is not what we want to happen for our clients. Make sure you report any issues and we will do our best to fix them. Best, charles PH Peter H. WhatsApp Marketing Manager Textiles Used the software for: 1-2 years ### "Using Charles to convert website visitors to customers" July 19, 2023 4.0 Overall, it's all about using Charles in the right way for your business. This could mean sending out newsletter only during sale events or doing it weekly. It all depends on your average order value and your community. Pros The ability to automate flows makes Charles a very strong tool! Another great use-case, that has been overlooked by many users, is the power to convert website visitors to customers. With a sign-in rate of over 10% it's much higher than in email (2%). Cons In some cases, Charles may have some minor bugs. Also, analytics might need some extra effort and aren't done as easy as in email tools. Reason for choosing charles Charles has the opportunity to do some great automating. Review Source Response from Charles August 15, 2023 Peter thanks so much for your review and for choosing us. We're delighted to hear our WhatsApp automation is working well for you and that WhatsApp is proving a successful channel for your business. Converting website visitors is a great insight and one we'll look into more closely. Thanks! We're working on the bugs and adding extra analytics. Keep letting your Success manager know of any problems so we can make sure we fix it. Thanks again and we look forward to working with you for a long time to come. charles LS Louisa S. E-Commerce Manager Consumer Goods Used the software for: 6-12 months ### "Great tool, great support" April 8, 2024 4.0 Pros Compared to other tools, Charles offers the ability to seamlessly connect WhatsApp marketing with email marketing via Klaviyo. This effortless integration allows us to pursue an effective multi-channel marketing strategy for both retention and acquisition. The ease of use of the tool makes it particularly intuitive to use, and ideal for planning campaigns and aligning them with business objectives. In addition, the team is very committed from the onboarding phase to success management and is always available to provide support and maximize the success of our marketing activities. Cons While still being a relatively new tool, charles is on the pricier side and still needs some development in analytics for campaigns, customer insights and flows. Review Source LL Laura L. CRM Manager Wholesale Used the software for: 6-12 months ### "Very satisfied" July 18, 2023 4.0 I have had a very good experience with Charles so far. You always have a fixed contact person, which I find very important. Pros I'm generally very pleased with Charles. It's easy to use and there are a lot of features that you can use to take your Whatsapp marketing to the next level. Cons Currently, I am still missing reporting or KPI's that can be tracked better.In addition, one or two things could be improved/added to the segmentation. Review Source Response from Charles July 25, 2023 Thanks so much for your feedback Laura. We're happy to hear you find us easy to use and that we help take your WhatsApp marketing to the next level :) We get your KPIs comment. This is something we know is super important to marketers and is a big priority for us in 2023. Keep talking to your Success manager and we'll make sure it's on our product roadmap! charles VR Verified Reviewer Digital Marketing Manager Automotive Used the software for: 1-2 years ### "Actually the best choice in the market" July 18, 2023 4.0 Powerful tool in mid-short business activities, Pros Plug & play approach: quick set up before start spreading messages Cons Data viz, analytics, integrations: I'm sure that all will be improved in less 18 months Review Source Response from Charles August 15, 2023 Wow, we love hearing that – thanks for the review and keep an eye out for new features in the coming months! VR Verified Reviewer Marketing Manager Apparel & Fashion Used the software for: 6-12 months ### "Game changer for us and a huge edition to our channels" May 25, 2023 5.0 Pros The journeys feature as mentioned is great. We use it practically for all our campaign send outs to build interactive message flows instead of just a simple message. Cons Sometimes there are little bugs with the tool when creating templates but when reporting them to Malte, they are usually fixed in no time. Review Source Response from Charles August 15, 2023 Hey there, Thanks for taking the time to leave your review and we're happy to hear you love Journeys as much as us and Malte is great, isn't he? We'll pass on your kind words! charles TS Tabea S. CEO Food & Beverages Used the software for: 6-12 months ### "Great Tool but need some improvment " August 1, 2023 4.0 Pros The support and they are always willing to improve. Cons That the tool often not work....Some bugs will not been fixed at all. Review Source Response from Charles August 17, 2023 Thanks for the feedback Tabea, we appreciate it. We're glad you feel supported by us and please keep in touch with your Success manager, we're always making improvements to our tool, hopefully your issues will be fixed soon. charles NB Noel B. Head of eCommerce Medical Devices Used the software for: 1-2 years ### "CRM would be unthinkable without it" July 18, 2023 5.0 Pros Easy operation & constantly growing number of features. The team is always at your side. Cons In the beginning they still had some bugs. However, these are rapidly decreasing. Review Source Response from Charles August 15, 2023 So great to hear we're an essential part of your CRM, Noel – and that our product is improving. We're working on it. We appreciate you taking the time to give us your feedback! charles CF Caroline F. Customer Happiness Consumer Goods Used the software for: 1-2 years ### "Charles is tippi toppi " August 21, 2023 3.0 Pros Mich überzeugt die persönliche Betreuung vom Charles Team. Anliegen und Probleme werden direkt addressiert und versucht zu lösen. Top! Wir nutzen Charles aktuell um Kundenanliegen zu lösen. Zukünftig mehr Marketingkampagnen. Unsere Kunden schätzen den individuellen und schnellen Kontakt über WhatsApp - auch außerhalb der Geschäftszeiten. Cons \* Interner Aufbau der Einstellung finden wir zu unübersichtlich\* Wir hätten gern mehr Farben in der Tagauswahl\* Aktuell nur eine Verbindung mit einem Shopify Shop möglich (DE) - wir haben allerdings noch weitere Shops \* Wunsch nach mehr NPS Aussagen zu Nachrichtenzeit, Bearbeitungszeit etc. Review Source DG Dennis G. Owner Cosmetics Used the software for: 1-2 years ### "It\`s a good Tool" August 1, 2023 4.0 Benefits: Mobile Marketing about Whats App Pros \- Whats App Marketing- Live Chat in every Browser at every time Cons It\`s complicated to search for more demo videos or learning material for check up the tool Review Source Response from Charles August 17, 2023 Hey Dennis, thanks for taking the time to let us know your thoughts. All feedback is appreciated. We upload new demo videos all the time, please talk with your Success manager so we can find a way to make them easier to find. Thanks again! charles JF Johnathan F. Online Marketing Manager Retail Used the software for: 6-12 months ### "Highly Recommended!" April 8, 2024 5.0 Pros \- The SMS marketing Campaigns. - Simple Set up for Website hooks. - Plenty of integrations to choose from. - Helpful staff and customer service. Cons \- Was tricky to set up CTWA campaigns. - Expand video Tutorial section. Review Source EZ Elena Z. brand manager Automotive Used the software for: 1-2 years ### "Elena " July 20, 2023 5.0 Pros the product itself is great, \[sensitive content hidden\] also provides very good support Cons 24h chat closures, limited features (no multiple pictures), complicated to download data etc. Review Source Response from Charles August 15, 2023 Thanks for your review Elena. We appreciate it and are super happy to hear you get good support from our Success team. It's always good to hear how we can improve too. Re 24h chat closures, that's unfortunately due to WhatsApp's policy. The cost per conversation from WhatsApp is for a chat that takes place within 24h. After that, you'll need to pay WhatsApp again for a new conversation. You can still message them though – you just need to create a "Campaign" message and send it. Btw you can add multiple images to WhatsApp messages – in Journeys just click the image icon again (second from the top on the left) after you've added an image. If you're not sure how, your Success manager will help you. Hopefully we've understood your comments right and this helps answer them! We will work on making it easier to download your data. Thanks again! charles IK Ibrahim K. Head of E-commerce Consumer Goods Used the software for: 1-2 years ### "Ibrahim Koc" March 29, 2024 5.0 Pros The interface is very useful and fast. It is very nice that it can be integrated with many apps. Cons It is a pity that there is no mobile app. The price is also more expensive than others. Review Source JJ Johanna J. E-Commerce Managerin Arts and Crafts Used the software for: 6-12 months ### "Gute Anwendung für gezieltes WhatsApp Marketing" June 6, 2023 5.0 Leicht anzuwenden und mit einem guten Support ausgestattet.Durch die Journeys lassen sich tolle Kampagnen bauen, die den Kund:innen Spaß bereiten. Pros Wir können unsere Kund.innen personalisiert bespielen und erzielen somit bessere und höhere Direct sales. Cons Bisher ist die Kampagnenplanung noch nicht möglich. Das würde vieles erleichtern Review Source Response from Charles July 25, 2023 Hey Johanna, danke für deine Bewertung. Gute Nachrichten! Kampagnenplanung ist jetzt verfügbar, wende dich an deinen zuständigen Customer Success Manager, um mehr zu erfahren! charles LB Luisa B. Marketing Manager Consumer Goods Used the software for: Less than 6 months ### "Great Tool to access our customers or interested parties!" July 18, 2023 5.0 So far we have only done newsletter campaigns and has worked pretty nice. Our POC motivates us to push more and we are excited to explore charles further and bring results :) Pros Easiness with platform and with our POC in any help, doubt - the loom videos are incredible! Cons Integration with some platforms still a bit lacking but nothing major Review Source Response from Charles August 15, 2023 Thanks so much for your feedback Luisa. We're delighted to hear you're enjoying our platform. We've passed your comments on to the team. Ease of use is a priority for us so it makes us happy that our efforts are working. Re your integrations comment, we've taken that on board. We have some exciting integrations coming up so maybe that will fill in the gap. We're also glad you find the Loom videos helpful. We enjoy making them too :) charles SS Silvia S. Marketing Manager Apparel & Fashion Used the software for: Less than 6 months ### "Great tool for whatsapp communication" March 27, 2024 5.0 Pros Easy to implement and to use, user interface is very simple and usable also from other "less expert" team member. Very good customer support, fast responses and always trying to help you in your strategy. Cons It would be great to have more integration (i.e. Salesforce, Zendesk etc). Review Source jV jan V. content manager E-Learning Used the software for: 6-12 months ### "whatsapp as part of our daily business" July 18, 2023 4.0 Pros Love being able to chat directly to our users on their phone, it makes it easier and somehow less intrusive than sms or calling. Cons whatsapp has many hoops to jump through, but thats not charles fault as such. Review Source Response from Charles August 15, 2023 Hi Jan, thanks for the review! We love that you love chatting with your customers via WhatsApp. Less intrusive is exactly what we're going for so that's great to hear too. Keep letting us know what we can do to improve! charles ED Elisa D. Junior Customer Experience Manager Food Production Used the software for: Less than 6 months ### "Great software and Customer Support" July 21, 2023 5.0 Pros It works great for sharing our promos and product launches, very easy to use, very reliable Customer Support Cons Room for improvement when it comes to the speed and fluidity of sending the campaigns Review Source Response from Charles August 17, 2023 Thanks for your feedback Elisa, we're happy to hear charles is going well you – we're working on making speed better. charles OT Olivia T. Marketing Manager Consumer Goods Used the software for: Less than 6 months ### "Good experience and support" April 12, 2024 4.0 Pros Good experience, support and user-friendly platform. Cons Flexibility with internal e-commerce integrations. 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