Name: Grasp
Price: 29 USD
Author: Grasp

Customer Success Management Training

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Continuous Integration

Feature Management

Development

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

SaaS Spend Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Management

Cloud Storage

Configuration Management

Custom Software Development Services

Cybersecurity Consulting

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

LAN Switches

Managed Detection and Response (MDR)

Managed Public Cloud Infrastructure

Mobile Data Security

Network Behavior Analysis

Network Performance Monitoring

Sensitive Data Discovery

Service Desk Outsourcing

Software Composition Analysis (SCA)

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Market Research

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Point of Sale

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Service Edge (SSE)

Security

Banking

Church Management

Financial Services CRM

Geographic Information

Internet of Medical Things

Medical Office EMR & EHR

Mental Health

Online Voting

Revenue Cycle Management (RCM)

Vertical-Specific

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### Customer Support Channels
Users have expressed mixed feelings about Grasp's customer support channels, particularly its integration with WhatsApp and social networking sites. While some appreciate the real-time responsiveness and ease of use, others have highlighted issues with internet dependency and outages during migration to the API. The ability to support customers 24/7 via WhatsApp has been a significant advantage, although some users have faced challenges with connectivity in weaker network environments. Despite these varying experiences, Grasp's customer support channels have generally been viewed as a valuable tool for enhancing customer service interactions.

### Customer Communication Management
Users appreciate Grasp's efficient customer communication management through Whatsapp, enabling real-time responses and effective issue resolution. The platform's capability to support customers 24/7 has significantly reduced the load on traditional helplines, leading to improved customer satisfaction. With the ability to engage multiple agents simultaneously on the Whatsapp channel, Grasp ensures prompt and personalized interactions, setting a high standard for customer communication management in the digital age.

### Real-Time Analytics
While users appreciate Grasp's data analytics features, there is a notable sentiment that the system lacks real-time performance analytics and dashboards, which users find essential for timely insights and decision-making. The reviews suggest that while Grasp excels in providing detailed analytics on correspondent activities and productivity, there is room for improvement in enhancing real-time analytics capabilities to meet the evolving needs of users.

### Reporting and Metrics
Users generally praise Grasp's reporting and metrics features for enhancing customer service and agent performance. While the integration with Whatsapp has streamlined customer interactions and improved overall experience, some users find the reporting on Casengo lacking in detail. There is a consensus that the reporting tool provides valuable insights into agent productivity, but there are concerns about the complexity of manipulating data for meaningful analysis.

### Agent Productivity Tools
Users generally praise Grasp's agent productivity features for enhancing customer support efficiency. The tool's ability to integrate with WhatsApp for round-the-clock customer interactions and its reporting capabilities for monitoring agent performance have been highlighted as key strengths. However, some users have noted limitations such as the absence of advanced customer tracking and monitoring features. Despite this, recent updates addressing issues like audio/video playback and instant access to agent statistics have been well-received. The tool's capacity to facilitate multiple agents engaging with clients on WhatsApp has been particularly lauded for improving response times and overall customer experience.

Casengo has received several recommendations from users and reviewers. Here are the three most common recommendations:

1. Users recommend Casengo to all organizations, large or small. They believe it is a very good product that offers powerful features to stimulate internal cooperation and increase business performance.

2. Many users specifically recommend Casengo to large companies. They see it as a valuable tool that can benefit organizations of this scale, suggesting that it is well-suited for their needs.

3. The app itself has received praise, with users considering it excellent and worth trying. Additionally, the availability of good support and the option to try Casengo for free for 14 days are seen as positive aspects that compel users to give it a chance.

Overall, based on user recommendations, Casengo appears to be a recommended solution for internal cooperation and business performance improvement across various organizations, especially large ones.

Casengo has proven to be a valuable asset for businesses in enhancing their customer support experiences. Customers have been able to receive timely and efficient support via the Casengo Whatsapp channel, reducing the need for helpline calls. This streamlined communication method has not only saved time but also improved customer satisfaction.

The software's smooth and enjoyable interface has provided businesses with an effective platform for communicating with clients, updating them on projects, and addressing their concerns. Users have found Casengo to be a valuable customer management system, offering features such as email, chat, Twitter, and frequently asked questions. This centralized platform has allowed businesses to divert traffic from helpline channels to social media platforms, effectively managing customer inquiries and improving overall support experiences.

Casengo's live chat feature has enriched online stores by attracting new potential customers and boosting sales. By utilizing macros and overview functionalities, users have managed to handle a higher volume of emails in less time, increasing productivity and customer satisfaction. The cloud-based and mobile-friendly nature of Casengo has made it convenient for users to manage inquiries from prospects and track customer emails on the go.

Additionally, Casengo's universal inbox feature has eliminated email troubles for users by providing a centralized platform for managing customer communications. This has greatly simplified the process of handling customer inquiries and ensures that no messages are overlooked or lost. Furthermore, Casengo's notification system enables prompt responses to customer queries across various channels, enhancing overall customer support experiences.

Moreover, Casengo's effectiveness in gathering qualitative data for online marketers has allowed them to address product questions, improve website messaging, and increase conversion rates. By analyzing customer interactions through Casengo, marketers can make informed decisions that lead to better customer engagement and higher conversions.

In summary, Casengo offers a variety of use cases that benefit businesses in improving their customer support experiences. From providing efficient support via multiple channels to streamlining communication processes and gathering valuable data for marketing purposes, Casengo proves itself as a versatile tool that enhances customer satisfaction and drives business growth.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Grasp

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.

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.