Name: Casengo
Price: 9 USD
Rating: 9.7 (2 reviews)
Author: Casengo

Customer Engagement

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Enterprise Search

Enterprise

Accounting

CTRM

Financial Research

Financial Risk Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

3D Printing

API Design

Cloud Migration

Cloud Storage

Component Content Management

Configuration Management

Data Pipeline

Database DevOps

DevOps

Disk Cloning

Fraud Detection

Integration Platform as a Service (iPaaS)

Interoperability

M2M Application Development

Managed Public Cloud Infrastructure

Network Performance Monitoring

Product Implementation Services

Relational Database Management Systems

SaaS Backup

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Digital Experience Platforms (DXP)

Email Marketing

Location Intelligence

Marketing Attribution

Marketing Automation

Referral Marketing

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Enablement

Sales Training

Sales

Data Loss Prevention

Security

Awards Management

Construction Accounting

Construction Takeoff and Estimating

Digital Forensics

Fleet Management

Hospital Management

Insurance Agency Management

Veterinary

Vertical-Specific

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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.

Casengo's cloud application for customer support empowers online retailers and other small businesses to respond to customer questions faster and better than ever. One team inbox can be used for customer chats, emails and social media posts.

Free

Basic

Premium

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Casengo

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Casengo's universal inbox displays all your incoming messages

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Casengo

Overview

What is Casengo?