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Customer Support · head to head

Customerly vs Scratchpad

Customerly logo

Customerly

Customer Support

Customer service suite with live chat and automation

From
Free
Free plan
Yes
Full reviewWebsite
Scratchpad logo

Scratchpad

CRM

Faster workspace over Salesforce for sales reps to update pipeline, take notes and manage deals

From
Free
Free plan
Yes
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; Scratchpad scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • They diverge on capability: Customerly covers Live chat, Scratchpad covers Spreadsheet pipeline views.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Customerly and Scratchpad actually diverge.

Attributes where Customerly and Scratchpad differ
AttributeCustomerlyScratchpad
Pricing modelsubscriptionPer user per month
PlatformsWeb, Ios, AndroidWeb, Chrome extension
CategoryCustomer SupportCRM
Founded2015Unknown

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

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
  • Slack
  • WordPress

Only in Scratchpad

  • Spreadsheet pipeline views
  • Call recorder and notetaker
  • AI field updates
  • Deal and account agent
  • Hygiene monitor
  • Notes linked to records
  • Custom prompts
  • Kanban and forecast views

What people use each for

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

Customerly

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

Scratchpad

  • A 60-rep Salesforce team whose forecast is unreliable because opportunity fields are updated once a week in a panic before the pipeline callnot Customerly
  • A rep who wants to update twenty opportunities in a grid rather than opening twenty Salesforce recordsnot Customerly
  • A sales manager wanting stale and incomplete pipeline records flagged automatically instead of chased by emailnot Customerly
  • A revenue operations lead trialling AI notetaking that writes back to CRM fields before committing budget, using the free tiernot 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

Scratchpad

  • Scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • AI credits are metered per user per month at 400 on Solo and 800 on Team, which means heavy notetaking use pushes teams towards Enterprise for capacity rather than for features.
  • There is no proper native mobile application, so representatives who wanted to update records from a car park between meetings are back in a mobile browser.
  • Sync with Salesforce and call processing can lag, and a pipeline view showing yesterday state during a forecast call undermines the exact meeting the tool was bought to improve.
  • It creates a second notes surface alongside native Salesforce notes, so organisations end up with deal history split across two places unless they explicitly ban one of them.

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

Scratchpad

Free
  • FreeFree
    • Workspace limited to 3 views
    • 10 hours a month of call recording and notetaking
    • AI field updates
  • Solo$19/month
    • Unlimited views with sheets and notes
    • Call recorder and notetaker
    • AI field updates
  • Team$49/month
    • Everything in Solo
    • 800 AI credits per user per month
    • Gong integration
  • Enterprise$undefined/month
    • Unlimited AI credits
    • White-glove agent services included
    • Enterprise security and administration

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 Scratchpad if

  • You need spreadsheet pipeline views.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want call recorder and notetaker.
Scratchpad review

Questions people ask

Is Customerly or Scratchpad better?
Neither clearly leads. Customerly starts at Free and Scratchpad at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Customerly or Scratchpad?
Customerly starts at Free and Scratchpad at Free.
Does Customerly or Scratchpad run on more platforms?
Customerly runs on Web, Ios, Android. Scratchpad runs on Web, Chrome extension.
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 Scratchpad is typically brought in for.
What can Customerly do that Scratchpad cannot?
Customerly covers Live chat, Email marketing, Customer surveys, Help center. Scratchpad covers Spreadsheet pipeline views, Call recorder and notetaker, AI field updates, Deal and account agent.

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
Scratchpad: Does Scratchpad work with HubSpot?

No. It is Salesforce-only.

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
Scratchpad: Is the free plan usable in production?

Yes for an individual: full workspace with three views, 10 hours of recording and 100 AI credits a month. Teams outgrow it on views and credits.

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
Scratchpad: Does it replace Salesforce licences?

No. Every user still needs their own Salesforce licence; Scratchpad is an interface on top.

Scratchpad: What are AI credits spent on?

Notetaking, summarisation, field update suggestions and agent queries. Enterprise removes the cap.

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