Casengo Features

Casengo

Customer Support Software for Live Chat, Email and Twitter

4.67/5 (18 reviews)

Casengo Features In Depth

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.

Competitor Feature Comparison

@mentions
API
Access Controls/Permissions
Alerts / Escalation
Alerts/Notifications
Auto-Responders
Automated Routing
CRM
Call Center Management
Case Management
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Customer Database
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Templates
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Help Desk Management
IT Asset Management
Knowledge Base Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Network Monitoring
Performance Metrics
Prioritization
Productivity Analysis
Project Management
Purchasing & Receiving
Queue Management
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Workflow Configuration
Workflow Management
Learn moreCompare App
@mentions
API
Access Controls/Permissions
Alerts / Escalation
Alerts/Notifications
Auto-Responders
Automated Routing
CRM
Call Center Management
Case Management
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Customer Database
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Templates
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Help Desk Management
IT Asset Management
Knowledge Base Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Network Monitoring
Performance Metrics
Prioritization
Productivity Analysis
Project Management
Purchasing & Receiving
Queue Management
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Alerts / Escalation
Alerts/Notifications
Auto-Responders
Automated Routing
CRM
Call Center Management
Case Management
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Customer Database
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Templates
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Help Desk Management
IT Asset Management
Knowledge Base Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Language
Network Monitoring
Performance Metrics
Prioritization
Productivity Analysis
Project Management
Purchasing & Receiving
Queue Management
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

Android App


0 reviews

Casengo Feature Reviews

18 reviewers had the following to say about Casengo's features:

Robert R.

Best Live Chat Software for the price!

2019-09-13

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.

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Isaac K.

useful for keeping in touch with clients

2019-05-24

It gives us multiple channels to connect with customers.

Pros

As a customer interfacing environment, our use of Casengo to manager our WhatsApp traffic has proven really useful in assigning SLAs to the correspondences.

Cons

The system is still lacks real-time performance analytics / dashboards which would come in handy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Kasper S.

Verified Reviewer

Casengo helps us to manage the flow of prospects inquiries

2014-07-11

Assigning a case to someone works great, too, and so does live chat. We love switching from email to chats.

Pros

Cloud based, You can see if a case is handled by one of your colleagues and which colleague handles a case.

Cons

There can be some UI improvements.

Source: GetApp
Helpful?   Yes   No
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RONALD S.

Casengo Review

2019-04-17

I recommend this software, it has helped so much to enable the brand divert it's traffic from the helpline to social media.

Pros

It helps to respond to customer queries on the whatsapp channel in real -time.

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Good app!

2014-07-08

One inbox for email, chat, facebook and twitter - a good app to streamline my customer service!

Pros

All-in-one inbox: - email - chat - facebook - twitter - Cloud - Multiple logins

Cons

Can't wait for the Push-notification in the Casengo app.

Source: GetApp
Helpful?   Yes   No
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Michel P.

Verified Reviewer

Great solution for small bussiness

2014-10-10

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!

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Love for Team Casengo

2014-07-11

At first, it was a little hard for me to get started, but with the help of the friendly Casengo team, I was able to get going with chat and Facebook!

Pros

Casengo knows how to give good customer service. Try them out yourself!

Cons

In the beginning, it was a little hard to install and configure the system, but the friendly guys helped me out fine

Source: GetApp
Helpful?   Yes   No
Read more
Merida N.

Casengo

2019-06-02

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Sylvester d.

Verified Reviewer

Great solution!

2014-07-14

All of our online stores are now enriched with live chat, bringing in a whole new group of potential customers.

Pros

Works very intuitive.

Cons

Haven't found them yet.

Source: GetApp
Helpful?   Yes   No
Read more
Rolf M.

Verified Reviewer

Casengo, keeps leads hot

2014-07-09

We can immediately reply (as casengo has a notification sound, subtle enough to notice, but smooth enough not to be annoying) and help visitors with whatever they need.

Pros

- Visitors become leads very easy - Quantative data goldmine - Insight in customers - No lag

Cons

Actually gave them some feedback that is taking in on the roadmap!

Source: GetApp
Helpful?   Yes   No
Read more
Ian B.

Verified Reviewer

Nice, quick and easy app for my client service

2014-07-11

I receive a lot of emails daily, and me and my team weren't able to track who was doing what, and who replied to what...

Pros

Universal inbox Multiple channels Easy setup

Source: GetApp
Helpful?   Yes   No
Read more
Rachel Bayles L.

Verified Reviewer

A pleasure

2015-01-17

Casengo has a smooth, enjoyable, intuitive interface. It was easy to learn and easier to set up, but with all the functionality you would need for the prototype medium sized business site we were creating.

Pros

Intuitive interface Useful features Good customer service

Cons

We could not figure out how to shut off the notification ringer without closing out the call, but that may have simply been a problem at our end, since we were using a virtual machine and it was only for a prototype.

Source: GetApp
Helpful?   Yes   No
Read more
STEPHEN O.

Casengo review

2019-04-30

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.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rolf M.

It's a very quick way to empower your Customer Success teams.

2017-07-25

Rediciculously fast response time to incoming requests, and a boost in sales, because fast response is a big factor for choosing a software vendor like ourselves.

Pros

It's very easy to use, and the interface feels "light".

Cons

I would like to have bulk selection enabled, this makes cleaning up casengo a little bit tedious. But that's a minor issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Alain M.

Verified Reviewer

we no longer miss a single email

2014-07-11

I love it: we no longer miss a single email. Thanks to both the macros and the overview, we handle way more emails in less time.

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Moved from Zendesk because of attachments

2014-09-23

I was using Zendesk, but Zendesk adds attachments as downloadable links... My customers got confused and couldn't find the 'attachment' is was talking about - because it wasn't actually an attachment. Casengo just attaches the file like any other mail client, and I never had any complaints about missing attachments again.

Pros

Attachments how attachments should work!

Cons

Uploading multiple attachments could be easier.

Source: GetApp
Helpful?   Yes   No
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Ronald M.

Casengo feedback

2019-05-24

Customer Support

Pros

Allows customers to reach the company's Whatsapp helpline. Allows all files to be shared.

Cons

Customer add the company's number to different WhatsApp groups.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeroen L.

Verified Reviewer

We had just opted for Desk.com when Casengo came along.

2014-07-15

And we don’t regret it at all: Casengo offers powerful functions that stimulate internal cooperation, and a good overview of emails yet to be answered.

Source: GetApp
Helpful?   Yes   No
Read more