So you’re looking for a tool to keep track of all of your customer interactions in one place? Trengo is definitely a great tool to check out. It is an all-in-one customer service platform that combines live chat, chatbots, and helpdesk features into a single app.
However, is Trengo the best help desk for your business? Especially considering the wide variety of helpdesk platforms available in the market today? In this post, we will do an in depth Trengo review to help you make the right decision.
Trengo Pros and Cons
Trengo Pricing and Features
Pricing and Plans (Rating ⭐3.5/5, 4 reviews)
Pricing and Plans
Trengo currently offers three different pricing plans:
- Grow: $18 per agent/month – Includes unlimited contacts, 5 communication channels, Team inbox, Live chat and Flowbots
- Scale: $29 per agent/month – Includes Chatbots, CSAT, Statistics + API, 50 communication channels
- Enterprise: $40 per agent/month – Includes unlimited communication channels, IVR menus, WhatsApp Broadcasting, Two-Factor Authentication
Trengo provides a 14-day free trial on any plan that allows you to test out their platform. Please note that the pricing mentioned above is based on annual plans. The pricing will go up when you move down to shorter monthly contracts. Trengo Price plans also comes with different add-ons to extend your pricing plan’s capabilities. These include:
- WhatsApp Business
- Screen-sharing (co-browsing)
- Team Chat & more
Let’s see what customers have to say about Trengo’s pricing plans:
Trengo offers features which are proving really useful for us, like the knowledge base for example. We can easily create a knowledge base, which we then offer publicly to website visitors, or place it behind an authentication wall to offer it only to paying customers. Also, I couldn’t find a better price for the features we have from Trengo.
⭐ 5/5, Roger B
Overall, the pricing is reasonable in comparison to other software on the market. However, if you want to try something less expensive with the same important functions but fewer bells and whistles, there are other options to consider, such as the Helplama Helpdesk.
Interface and Customization (Ratings ⭐ 4.83/5, 6 reviews)
Interface and Customization
Gone are the days when you had to switch between platforms to check and respond to messages. Trengo allows you to manage and respond to messages from all communication channels, including email, chat, social media, and online ad comments, from a single platform. This alone saves a significant amount of time. With Trengo, everything is in one place, making it simple to manage your responsibilities and priorities.
A single interface to manage customer correspondence, regardless of channel. No correspondence gets lost anymore.
⭐ 5/5 Tribe B
Helpdesk customization isn’t always necessary right away, but eventually, you’ll want to brand your helpdesk to match your website. There are even some excellent features for completely revamping the default Trengo design. For example, you might want to include your company’s logo or change the colors to match what your customers are used to seeing from you.
The good news is that Trengo’s customization tools enable you to change things like the Helpcenter logo, brand color, theme, custom CSS, and so on.
As for our desk team, they appreciate Trengo’s user interface which make it easier to manage and navigate throughout our different communication channels.
⭐ 5/5 Allan L
A web version and an app version are required for an online tool to remain relevant today. Trengo works with iOS and Android-based smartphones. Its desktop version is compatible with both Mac and Windows computers.
Reporting and Dashboard (Ratings ⭐ 5/5, 2 reviews)
Reporting and Dashboard
Trengo includes a reporting section to help you evaluate your company’s work in handling customer interactions. The platform’s reporting is one of its strongest features, as it not only allows you to export reports, but also displays well-designed graphs of metrics over time. You can track customer satisfaction to make personnel decisions or to determine which sections of your business may be overstaffed/ understaffed.
Some of the key reports include:
- Conversations Report: the number of conversations that come in, are assigned, or closed within a certain time period.
- Messages report: The number of outbound, inbound and internal messages that are sent within a specific time period.
- Resolutions report: Check the average first response time, average resolution time, and the total number of messages.
- Channels report: Gain insights into the performance of the different channels
- User report: Gain insights into the performance of individual users and compare users based on their performance.
- CSAT report: Check the response rate and CSAT Score
Trengo also allows you to export data into a CSV file. The data is always shown per conversation, which gives you the opportunity to build your own graphs and views.
Reporting feature far from perfect. I would love to see more options in the statistics part, for instance, an average response time calculated over multiple CS employees, etc.
Live Chat (Ratings ⭐ 4.66/5, 9 reviews)
Trengo, like most helpdesks, includes a chat widget that allows your agents to communicate with customers directly from your website. Within just a few minutes, you can use Trengo to equip your website with live chat functionality.
Let’s start with the chat interface itself. Is it usable for both novice and advanced users? First, create your own custom widget in which you can either chat with customers directly through the widget or attach different channels to it.
You can manage all incoming messages from your site visitors directly in your Trengo inbox by adding live chat to your Trengo inbox. A key feature: If your customers have previously visited your site, your agent on the backend has access to all previous customer information and interactions.
Easy to set up. You can gather all your communication channels in one place. Very useful to chat with colleagues using internal comments.
⭐ 4.5/5 Agnė
Trengo is really flexible, allows for multiple chat widgets and multiple knowledge bases. We have two very different audiences and Trengo allows us to easily manage them all in one place. And they have a proper single inbox with chat, email and SMS all-in-one place. What more could you ask for!
⭐ 4.5/5 Mark W
Trengo’s Live Chat widget also comes with these robust features:
- Set your live chat’s availability to 24/7. Your visitors will be asked to leave their email address and you’ll be able to respond via email.
- Pre-chat form: Allows you to gather visitor information in advance. Learn more about this option.
- Auto close chats
- Show online status : Keep this option enabled to let your visitors know you’re available to chat.
- Offline business hours: Enable this option to assign the right business hours to your live chat.
- Email offline chat: Turn the chat into a contact form outside business hours.
Automation Features (Ratings ⭐ 5/5, 2 reviews)
Trengo includes chatbots to help reduce workload so your team can focus on what’s important. The best part is that you can create your own chatbot by dragging and dropping blocks. Set the times when your chatbot should be active on your communication channels and leave it to it.
Some of Trengo’s key features are as follows:
- Answer questions automatically: Customers receive quick answers to frequently asked questions.
- Collect more leads by having your chatbot request contact information.
- Route to the appropriate employee: The Trengo chatbot knows exactly which employee to forward a conversation to.
One notable feature is that Trengo eliminates the need to create separate chatbots for different communication channels. You can easily create a chatbot and deploy it via Live chat on your website, Facebook Messenger, WhatsApp, WeChat, Telegram, and other platforms.
Very easy to use, lots of possibilities when it comes to the automation of certain steps. I really like the auto-labeling options, which easily structures all different conversations and types of feedback.
⭐ 4.5/5, Administrator in Food & Beverages
The Trengo Flowbot is another important Trengo automation feature that allows you to automate specific processes within your workflow. Okay, you might be confused about the difference between Trengo’s chatbot and Flowbot, so let us explain:
A Flowbot can also simulate human visitors’ conversations. Instead of responding to open questions, it directs customers to the appropriate team or provides information by asking questions with multiple-choice answers. The customer is presented with multiple-choice options during a Flowbot conversation. P.S. These extra add-ons are $56 per month.
Marketing Features (Ratings ⭐ 5/5, 2 reviews)
While Trengo can handle basic marketing tasks like live chat campaigns and email outreach, it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Trengo is not the platform for you. We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.
Trengo is clearly a popular option, especially given the free plan and the platform’s robust feature set, making it an appealing option for small and medium-sized businesses. However, certain limitations and the scope of each pricing plan must be considered before opting for it. We hope this guide compared to other Trengo reviews cleared up some questions and made it easier to make a decision.
Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.
So, what are you waiting for?