Casengo – A Customer Service Solution

Casengo is a web-application that businesses can use to solve customer concerns and track complaints across multiple communication channels. A modern answer to a longstanding problem for SMBs, Casengo makes it possible for companies to answer customer queries in real-time, and without employing a full-time support team to answer the phones at all times of the day and night.

Improve the way your support team interacts with customers by signing up for a Casengo account. In less than two minutes, you’ll be able to manage incoming queries and collaborate with colleagues to find resolutions to customer complaints. All the messages that come into your company via email, chat, phone, and social media are filtered into a group inbox. This inbox is where you’ll do the bulk of your customer service work, setting priority levels, responding to queries with pre-canned responses, adding notes for colleagues to see when they take over cases, and
marking emails as “resolved” when the case is closed. You can also track certain keywords on Twitter, to let you know when customers are chatting about your company online.

Casengo offers the option of creating an FAQ page, where companies can post the answers to their most popular questions. Customer service agents can also add custom branding elements to the responses they send out, and they can respond to complaints while outside the office by using Casengo’s mobile tools.

Practical Uses:

• Immediately respond to a client having trouble logging onto your site
• Collaborate with colleagues to answer more customer questions in less time
• Create an FAQ page where customers can find answers to their own questions
• Contact customers who’ve been badmouthing your company on Twitter

Insider Tips:

• Set up your company email account to redirect messages to a new Casengo address
• Login to Casengo from your mobile phone
• Add a company logo to all outgoing emails
• Set up pre-canned responses to use when replying to frequently asked questions

What we liked:

• Casengo makes it easy to track multiple keywords on Twitter
• Users can still keep track of replies when they forward cases to external email addresses
• Multiple employees can work together from within the Casengo app
• Casengo offers the tools necessary to build a freestanding FAQ page

What we didn’t like:

• Users can’t reply to tweets from within the Casengo app
• Companies can’t track complaints that come from Facebook users, however Casengo says that feature is coming in the future

Alternatives:

• HappyFox – http://www.happyfox.com
• Help Scout – https://www.helpscout.net
• Zendesk – http://www.zendesk.com

Company Info:

• Launched: October 2012
• Privately Held
• Headquarters: Amsterdam, The Netherlands
• Founded by: Floris van der Veen and Thijs van der Veen
• Web site: http://www.casengo.com

Costs:

• Free plan
• Premium plan is €39 per month for each extra agent license
• Enterprise plan for larger teams

Rating:

• 4 out of 5 (great)