Casengo

Casengo is a helpdesk software and ticketing system designed to streamline customer service and support for small to medium-sized companies. According to the vendor, Casengo offers a user-friendly interface and a range of features that can benefit customer service, IT support, technical support, planning, and sales support professionals across various industries.

Key Features

Team Inbox: According to the vendor, Casengo allows all customer messages to be received and answered in a shared team inbox, facilitating collaboration and providing a complete conversation history.

Omnichannel Customer Service: The vendor claims that Casengo enables control and management of customer interactions across multiple channels from a single customer service tool, ensuring consistent response time and service quality.

Scalability: Casengo is designed to accommodate multiple employees or teams, allowing for potential growth alongside the company, as stated by the vendor.

Integration: The vendor asserts that Casengo can be seamlessly integrated with CRM or order systems to create a comprehensive customer view and access call history and other systems from a single tool.

Collaboration: Casengo offers features that enhance team collaboration, such as tagging colleagues for input on customer queries and archiving internal conversations, according to the vendor.

Priority Management: The vendor claims that Casengo provides the ability to sort and prioritize messages using filters and labels, allowing users to focus on the most important conversations that require immediate attention.

Smart Features: According to the vendor, Casengo includes chatbots for automatically answering simple questions, auto-replies to welcome customers, and answer templates for quick responses.

Performance Insights: Casengo allows users to gather insights from service teams, analyze response and handling times, frequently addressed topics, and customer feedback, potentially optimizing various aspects of the business, as claimed by the vendor.

Centralized Customer Interaction: The vendor states that Casengo centralizes all customer contact and internal interactions in one system, simplifying communication and providing a comprehensive overview of discussions.

Status Tracking: According to the vendor, Casengo enables the assignment of statuses to queries or complaints, making it easy to track their progress and ensure transparency within the team for clear next actions.