Casengo Pricing, Features, Reviews & Alternatives

Casengo

Customer Support Software for Live Chat, Email and Twitter

4.67/5 (18 reviews)

Casengo overview

What is Casengo?

Is your business growing? Are you getting more customers than Outlook or Gmail can handle? Relax: that’s when Casengo comes in. Get back in control without losing the human touch in your customer support.
casengo.com

Pricing

Starting from
€9/month
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Dutch, German, Russian
Casengo screenshotWhatsApp with your CustomersCasengo screenshotCasengo screenshotCasengo screenshotCasengo Social Customer Support Software - Product Overview

Casengo user reviews

Excellent
12

Very good
6

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.8
  4.1
  4.9
  4.8
Michel P.

Great solution for small bussiness

Reviewed 2014-10-10
Review Source: GetApp

As bussiness was growing, I was looking for a good customer management system, while piles of emails were giving me headaches. I came along Casengo wich is free for small bussiness (1 agent), but with all the features available! Emails, chat, twitter, faq.

Pros
This is realy a great system, for free for 1 agent and affordable when your bussiness will grow to more agents. Small problems are quickly answered and solved by their very friendly helpteam. Joppe, thanks for your help untill now!

Rating breakdown

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RONALD S.

Casengo Review

Used daily for 1-2 years
Reviewed 2019-04-17
Review Source: Capterra

So far so good with all the above positive advantages not even exhausted. I recommend this software, it has helped so much to enable the brand divert it's traffic from the helpline to social media. Easy for real time, weekly and monthly reporting.

Pros
It helps to respond to customer queries on the whatsapp channel in real -time. It has the ability to synchronize all the posts, files(images, audio and videos) and these are used to understand the customer query and offer support. It's a good reporting tool for both the admin and user. You can also use it to extract reports, add users with different access rights.

Cons
It's vulnerable to internet connection, once the connection is weak or off, then conversations can not come through as the device has to synchronize with the software The interface is a bit flooded thus making it hard to select posts and respond easily.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Merida N.

Casengo

Used daily for 6-12 months
Reviewed 2019-06-02
Review Source: Capterra

I have come to love it. Initially, listening to audio or videos wasn't enabled but that has been resolved. Plus, we can now view agent statistics instantly.

Pros
The software allows up to 8 agents (and more) to engage clients on the Whats-app social media channel. This enables us respond to clients quickly as opposed to using a phone, since only one agent can respond to the chats.

Cons
If a reply has been sent, it can't be edited nor deleted. It is greatly affected by slow internet speeds.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 6/10

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Robert R.

Best Live Chat Software for the price!

Used daily for 1-2 years
Reviewed 2019-09-13
Review Source: Capterra

Basic features for live chat. Might be lacking some features however not deal breaking.

Pros
Very intuitive features when in chat and integrating it for your business. Mobile integration so very industry leading.

Cons
Lacks some features such as customer tracking and monitoring features such as recent activity and ability to pull up history for the customer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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STEPHEN O.

Casengo review

Used daily for 2+ years
Reviewed 2019-04-30
Review Source: Capterra

it's a perfect tool to support customers on whatsapp

Pros
It used to access the whatsapp helpline for the company were customers are able to send their customers and get immediate responses/support. It's a best tool for customer service through whatsapp.

Cons
You need a working network and a phone with active data to be able to synchronise to whatsapp

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Casengo pricing

Starting from
€9/month
Pricing options
Free
Subscription
Free trial
View Pricing Plans

FREE: €0 (3 users).

BASIC: €9 per month (+all channels).

PREMIUM: €19 per month per user (+unlimited).

ENTERPRISE: €44 per month per user (+multi brand).

Casengo features

API
Alerts / Escalation
Chat/Messaging
Email Management
Knowledge Base Management
Live Chat
Multi-Channel Communication
Queue Management
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Support Ticket Management

Activity Dashboard (151 other apps)
Alerts/Notifications (153 other apps)
Call Center Management (136 other apps)
Customizable Branding (204 other apps)
Mobile Access (134 other apps)
Real-Time Chat (138 other apps)
Surveys & Feedback (154 other apps)
Third Party Integrations (206 other apps)

GetApp Analysis

Businesses in search of user-friendly customer support software are increasingly turning to cloud solutions. From initial login to organization-wide adoption, Casengo’s format is both easy to learn and use. Users can even begin using the software without training.

One of the biggest draws to Casengo is its price, which is tiered to address the unique needs of sole proprietors, small businesses, and large enterprises. With Casengo, a company has a solution that grows as it does, helping them provide big business-level customer support no matter what their size. From team collaboration to conversation documentation, Casengo helps businesses better serve their customers.


What is Casengo?

Casengo’s primary goal is to help businesses provide top-notch customer service to their own customers. Because the app is so easy to use, team members spend time helping customers rather than struggling with software that doesn’t work. The software is designed to ensure that customers receive personalized support whether an organization has $100 or $100 million in annual sales.

With Casengo’s inbox, customer interactions are consolidated in one place to allow each team member to easily find the information related to a specific conversation. Other team members can easily be brought in to help if the team member doesn’t have the skills or knowledge needed to answer a customer’s questions.


Who is Casengo For?

Casengo is for customer-oriented businesses of all sizes, especially those tasked with regularly facilitating enquiries or complaints. The easy-to-use interface means that anyone can easily learn to use it. Easy setup also means no IT staff is required.

Pricing plans are available for businesses of all sizes, even those employing only one person. Because Casengo consolidates all information in one inbox, it can be useful to any team, large or small.


Main Features

Conversation Management

Traditional customer service required storing communications in separate places. Emails are consolidated in a users email software while chat sessions are relegated to whatever instant messaging solution a company is using. This can easily lead to lost communication, potentially harming a representative’s ability to provide the customer service necessary.

With Casengo, all communication is saved in one place, including emails and chat sessions. If a customer goes offline in the middle of a live conversation, any messages sent after that fact are received as emails. If both parties are online, emails can be turned into live conversations, as well.

Easy Implementation

Setting up Casengo can be done by any user, involving simply logging into the application and setting up email to automatically forward emails. Once settings have been changed on your inbox, emails will begin automatically coming into your Casengo inbox.

Once Casengo is implemented, users can get started immediately. The app is intuitive so no user training is required, but Casengo has added a Getting Started video to assist those who need it. Casengo also provides support in seven different languages to help users who are tasked with multilingual support.

Better Responses

Through creating an extensive knowledge base, a business can ensure each customer support representative is able to find the answers he or she needs. Responses that are sent often can be saved as macros to be inserted with one click anytime a chat session or email conversation is in progress.

Within Casengo, cases can be easily assigned to specific employees to ensure they receive the best response possible. Comments can be added that will be seen only by other employees, providing a great opportunity for helping others who might be working on the same case in the future. Many loyal users also choose to use Casengo for new employee training.

Notifications

With notifications, customer support representatives don’t have to stare at their computer monitors all day. When a new message is received, a representative will receive a sound notification, allowing for multitasking when the number of incoming enquiries slows down.

The Casengo app isn’t the only place where contact notifications can take place. Agents can set preferences to receive an email for each case update. For small businesses where customer support representatives are forced to serve in many roles, this provides a great opportunity to leave the desk occasionally and use a mobile device to receive alerts when help is requested.

Easy Administration

Administrators have the access to make the changes they need, including controlling agent rights and customizing the contact panel for customers. Directly within the admin panel, administrators can also set up macros for custom responses for the entire team, dividing them into categories to make them easy to find.

Casengo’s advanced reporting tools provide administrators an overview of the entire team’s performance. This information can be used to determine where additional customer service training might be needed or kudos may need to be given. Reporting can reveal information on customer conversations over a specific time period.


Integrations

Through Casengo’s plugins, integration is easy. The app can easily link up to a company’s WordPress, Drupal, and Magento sites to allow customers to place requests from an existing site or online shop. Using the chat widget, customers can initiate a conversation with a business’s support team from inside a business’s website. Integration with Facebook means companies will never miss another post or comment on their Wall. Posts are sent to the Casengo application as a regular case and users can respond from within Casengo. Similar integration with Twitter is coming soon.

Customers report that setting up Casengo to work with other apps is easy. When combined with Casengo’s customizable interface, businesses find it easy to make Casengo their own.


Pricing

A free plan provides simple chat, a knowledge base, and various productivity features, with up to three users and 35 conversations allowed. For three users and up to 100 conversations, businesses will want to upgrade to the basic plan at €9 per month or one of the per-user plans that start at €19. Custom pricing is available for large organizations that need a more personalized plan. The free plan does not include email.


Bottom Line

  • Simple deployment and easy-to-use interface
  • Macros allow team members to save frequent responses for one-click chat or email messaging
  • Knowledge bases help agents get the answers they need based on past cases
  • Conversations are in one place, where agents can access all emails and chats relating to a case
  • Great customer service ensures businesses always have the help they need

Videos and tutorials

Additional information for Casengo

Key features of Casengo

  • System notifications about the need to bump priority level of ticket
  • Create, save, and re-purpose formatting
  • Create, store and share information, data, and support articles in a centralized database
  • Integrate with Facebook, Twitter, LinkedIn, etc.
  • Buy necessary items in compliance with established business policies
  • Plan and coordinate all the resources, costs and time needed to execute assignments
  • Integrate with email such as Gmail, Outlook, Yahoo, etc.
  • Arrange activities and tasks based on their relative importance
  • Premade examples and templates for emails
  • Leave comments and notes on documents that are visible to others
  • Allows support from multiple channels including email, live chat, phone, and social media.
  • AI-based platform which conducts a conversation via auditory or textual methods
  • Search available resources to locate required information
  • Reporting on changes over time to the state of a request, a process, or an object
  • Monitor wait time and abandonment for incoming requests that have not been routed
  • Gateway through which end users can access the system
  • Review data and identify trends in employee productivity
  • Recognize and support multiple languages/dialects
  • Ability to work collectively on a project while communicating and sharing information within the system in real time
  • Ability to chat online in real time
  • Allows for integration with other systems/databases
  • View and track pertinent metrics
  • Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process
  • Searchable repository of information about clients
  • Create, design, and visually represent processes within the software
  • Allow customers to submit support queries and service requests
  • Process of dividing customers into groups based on common characteristics such as gender, interests, buying habits, or demographic
View All Features

Benefits

Boost customer satisfaction by responding to questions faster and better than ever through email, live chat and social media.

- Email management: get the overview back. With Casengo, not one customer email slips through the cracks of your helpdesk.
- Live chat: build trust on your website. Easily increase conversion and decrease abandonment rates.
- Social media: engage with your customers. Never miss another tweet or post on Facebook.

Casengo was built with you in mind – and we know how busy you are. Casengo empowers you and your online visitor to switch seamlessly between live chat and email when you are both online. It’s all about the message, not the medium.