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Software · head to head

Customerly vs Loom

Customerly logo

Customerly

Software

Customer service suite with live chat and automation

From
Free
Rated
-
Full reviewWebsite
Loom logo

Loom

Software

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Customerly usage-based pricing of 0.50 EUR per conversation can become expensive at scale; Loom free tier capped at 25 total videos with 5-minute maximum recording length per video
  • They diverge on capability: Customerly covers Live chat, Loom covers Screen & camera recording.

Where they differ

Only the attributes on which Customerly and Loom actually diverge.

Attributes where Customerly and Loom differ
AttributeCustomerlyLoom
Pricing modelsubscriptionfreemium
PlatformsWeb, Ios, AndroidWeb

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Unknown), founded (2015).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Customerly

  • Live chat
  • Email marketing
  • Customer surveys
  • Help center
  • Automation
  • Video chat
  • WordPress
  • Shopify

Only in Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Both cover

  • Slack
  • GDPR

What people use each for

The jobs each tool is most often brought in to do.

Customerly

  • Customer supportnot Loom
  • Lead generationnot Loom
  • Email marketingnot Loom
  • Customer feedbacknot Loom

Loom

  • Asynchronous video communication and screen recordingnot Customerly
  • Product demonstrations and tutorialsnot Customerly
  • Meeting transcription and documentationnot Customerly
  • Team communication and knowledge sharingnot Customerly

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Customerly

  • Usage-based pricing of 0.50 EUR per conversation can become expensive at scale
  • Limited to 11-50 employees according to company size metrics

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI tier

Pricing, plan by plan

Customerly

Free
  • FreeFree
    • 2 teammates
    • Live chat
    • Basic surveys
  • Essential$9/month
    • Unlimited chat
    • Help center
    • Automation
  • Startup$29/month
    • Video chat
    • Funnels
    • Priority support
  • Pro$79/month
    • White label
    • Advanced analytics
    • API access

Loom

Free

No published plan breakdown. See the Loom review.

Which should you pick?

Choose Customerly if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want email marketing.
Customerly review

Choose Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Questions people ask

Is Customerly or Loom better?
Neither clearly leads. Customerly starts at Free and Loom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Customerly or Loom?
Customerly starts at Free and Loom at Free.
Does Customerly or Loom run on more platforms?
Customerly runs on Web, Ios, Android. Loom runs on Web.
Can I use Customerly for free?
Both have a free tier, so you can try either at no cost before committing.
What is Customerly best used for?
Customerly is most often used for customer support, lead generation, email marketing, customer feedback. Of those, customer support and lead generation are not what Loom is typically brought in for.
What can Customerly do that Loom cannot?
Customerly covers Live chat, Email marketing, Customer surveys, Help center. Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Both handle Slack, GDPR.

Answered from the vendors’ own pages

Customerly: Where is Customerly's data stored?

All data is stored exclusively in the EU, providing GDPR compliance and data residency in European servers.

Source
Customerly: What messaging channels does Customerly support?

Customerly integrates live chat, email, WhatsApp, Facebook Messenger, Instagram DMs, and mobile apps into a single unified inbox for managing customer conversations.

Source
Customerly: How much of customer support can Customerly automate?

Customerly's AI assistant (Aura) handles up to 60 percent of customer conversations automatically, with the platform designed to handle 71 percent of support volume through automation.

Source
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Related pages

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