Trengo

Avantages

Useful messaging platform for all channels: Whatsapp, Facebook, SMS, Website chat, Telegram.

Inconvénients

They changed their pricing plan, with a half year for existing customers.

Avantages

Integration of several communication channels

Inconvénients

Some useful utilities which you are used to in Outlook are not available in Trengo. But the advantages of Trengo compensate the lack of these utilities.
Some proposals (with a big advantage for us and the use of Trengo) for a small amendment are not honoured yet

Avantages

Having all communications in one place (emails, Instagram messages, phone calls)

Inconvénients

That you can not have "draft" messages saved, that the calls sometimes drop

Avantages

Everthing in one place with an interface that works like a charm and looks good too.

Inconvénients

Sometimes it is difficult to see the history of closed tickets that are opened again by a customer.

Avantages

Customers can easily find their answer in the helpcenter (with frequently asked questions) or in a conversation with the Flowbot (chatbot). The remaining quistions are simply answered by Quick reply’s (insertable answers). With this ticketsystem I keep an overview of the new, picked up and closed tickets and i have all customer service questions (that come in by Facebook, Instagram, Whatsapp, email and websitechat) clearly arranged in one place.

Inconvénients

I have been using this product for more than 3 years. In the beginning there were a number of things that could be optimized, but now I could not name a point for improvement so quickly. The company is growing fast and is constantly developing, which means that more additional functionalities are created that make customer service easier

Avantages

Ticket management, the interface, the integration of internal chat and ticket management (this has since been retired though), integration of different channels.

Inconvénients

Constant price increases, retiring critical features, the app (especially on iPad) isn’t very good, slow support, spam ending up in our mailbox, and we experienced email delivery issues.

Avantages

Modern-looking, fairly easy to implement.

Inconvénients

Customer support is slow and inneficient.
Pricing is extremely unstable. Several bumps over the months and sudden changes in pricing structure that penalize smaller companies.
My monthly price has doubled, and conversions are now capped (so I'll have to pay more if I get more support requests).
No legacy plans, you are forced to upgrade. This will happen again in the future, no doubt.

Avantages

I am very impressed by the speed they add new features / channels. We use it for support for our website and our clients are very impressed by the options we offer for them to contact us.

Inconvénients

I would say the mobile app could use some updates to make it faster. But it still works great - just could be faster!

Avantages

Trengo made our company work more efficient. Our customer service is now able to reply to our customers who come from different channels, it saves time and money.

Inconvénients

The way we had to change the e-mail addresss from a weird code into a proper "sender" address.

Avantages

Integration with Whatsapp for business, online help center feature and last but not least the chat.

Inconvénients

Minimum of 4 seats for using Whatsapp feature.

Avantages

In de basis lijkt de software logisch opgebouwd. Het functioneert alleen niet.

Inconvénients

Een klantenservicetool met zelf de slechte klantenservice ooit!
De software zit vol fouten waardoor we bijv. de factuurgegevens van een ander bedrijf in ons account hadden, we bij ieder ticket een foutmelding kregen die we moesten wegklikken en na het aanzetten van een voicemail i.v.m. pasen zijn we weken onbereikbaar geweest omdat de setting niet meer te wijzigen was. De klantenservice is letterlijk onbereikbaar en je wordt van het kastje naar de muur gestuurd met chatbots en automatische reacties in verschillende talen notabene.

No customer support
Bad code, many errors and no way to fix it

Avantages

Fijn programma waar alles onder een dak zit. Van chat tot mail. Trengo biedt de mogelijkheid om klanten zo snel en goed mogelijk te helpen.

Inconvénients

Het is een one size fits all programma. Hierdoor ben je beperkt in je mogelijkheden.

Avantages

Als customer care manager heb ik, sinds de start van het gebruik van Trengo, een veel beter inzicht in alle conversaties tussen mijn collega's en de consument. De verschillende teams (meertalig) kunnen ook makkelijk met elkaar communiceren.

Inconvénients

We verkopen als webshop een deel via Amazon en die koppeling werkt soms niet helemaal optimaal, maar gelukkig is het makkelijk en snel communiceren met het support team van Trengo en denken zij graag mee om tot een oplossing te komen.

Avantages

Makkelijk tickets delen met collega's en toewijzen.

Inconvénients

Het gebruiken van de optie voice werkt nauwelijks tot niet. De software had moeten lijden dat onze customer support makkelijker werd, maar het word er tot nu toe alleen meer gestrest door.

Alternatives envisagées 

Pourquoi passer à Trengo

Avantages

Super makkelijk te implementeren. Veel kanalen.

Inconvénients

Email is omslachtig, koppelingen van emails in threads niet altijd intuitief. Koppelen en verwijderen niet altijd slim.

Avantages

Veel mogelijkheden om service te verlenen aan klanten, ook online te gebruiken.

Inconvénients

In het begin wat problemen gehad met de integratie van Trengo omdat dit toen ook nog een vrij nieuwe software was, gelukkig is dit nu goed opgelost.
Betreft telefonisch contact zou het handig zijn dat mensen die in de wacht staan te horen kunnen krijgen hoelang ze nog moet wachten / hoeveel mensen er nog voor hen zijn. Nu wordt er soms opgehangen omdat het te lang duurt.

Avantages

Easy to use tool to combine all communication channels you have. This way our support-team has one place to answer the question from our clients (from mail to chat, all in one place).
Other pro; Trengo is building rapidly new features. We are now integrating the chatbot for even better communication with our user.

Inconvénients

For the way we use it, it is super! In the future it would be usefull the get even more insights and more smarter marketing automations based on insights. But the way we use it now it is super!

Avantages

Easy to use, self explanatory, helps our customer service to scale

Inconvénients

Sometimes you need middel man, for instance with Whatsapp, this delays implementation

Avantages

Easy to set-up / implement and the tool allows us to interact with our customers better. Trengo is easy to work with as a user, there is an online version and also a desktop app. Also provides statistics and enough ways for us to customize it to our needs.

Inconvénients

We did try to also use it for our info@ mailbox but came to the conclusion it is not a great replacement for a dedicated email tool like Outlook when you are using that at the same time.

Avantages

We use it everyday for contact with our customers. Trengo makes this very easy for us.

Inconvénients

It took us a little while to find a workflow, but now that we got one, it works great!

Avantages

Intergration with channels like Whatsapp, facebook etc

Inconvénients

There are no thinks i like least about this software?

Avantages

The option that you can send a message instead of making a lot of phonecalls

Inconvénients

That there is no option that you can send directly to whatsapp

Avantages

I really like that you can open it anywhere, which makes it really easy to combine the chat function with other activities.

Inconvénients

For me, it was quite difficult that there is no history of a conversation with a customer. Sometimes a customer came back and he had to explain his whole story all over again. Maybe a function to save conversations would be nice.

Avantages

Fijn om uit 1 inbox te werken. Makkelijk in gebruik.

Inconvénients

Op dit moment heb ik nog geen nadelen ondervonden.

Avantages

Does the work pretty well and is easy to use.

Inconvénients

Sometimes the overview is not very clear