# Dynamics 365 Customer Service vs Trengo Comparison

| | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 32 | 246 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Small-Business (72.5% of reviews) | 
| **Entry Level Price** | No pricing available | €349.00 10 User Per Month | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Trengo

Pros:
- Ease of Use (72 reviews)
- Helpful (59 reviews)

Cons:
- Missing Features (39 reviews)
- Limited Features (25 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.2 (214 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.6 (218 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.2 (159 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.3 (141 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 8.8 (218 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.8 (142 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 9.0 (218 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Trengo

#### Entry-Level Pricing

Plan: Boost

Price: €349.00 10 User Per Month

Description: Unify your inbox and automate the basics.

Key Features:
- Basic integrations
- White labelling
- Reporting

[Browse all 2 editions](https://www.g2.com/products/trengo/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Trengo** | 7.8/10 | 84 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 8.3 (30 reviews) | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 8.2 (30 reviews) | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.2 (29 reviews) | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 8.0 (31 reviews) | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 6.7 (25 reviews) | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 7.7 (26 reviews) | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 8.2 (30 reviews) | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 8.1 (29 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.2 (15 reviews) | 
| **AI Text Summarization** | Not enough data | 7.1 (15 reviews) | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | Feature Not Available | 
| **Email to Case** | 8.7 (10 reviews) | 8.0 (32 reviews) | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 7.7 (32 reviews) | 
| **Social Integration** | 8.0 (10 reviews) | 7.9 (30 reviews) | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | 6.8 (25 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 6.7 (32 reviews) | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.7 (73 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 8.0 (34 reviews) | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 7.8 (30 reviews) | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 7.3 (33 reviews) | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 7.7 (32 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.2/10 | 96 |

#### Channels

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.5 (84 reviews) | 
| **Open Listening** | Not enough data | 7.5 (70 reviews) | 
| **Physical Media** | Not enough data | 6.8 (70 reviews) | 

#### Design

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.6 (72 reviews) | 
| **Create Content** | Not enough data | 6.9 (67 reviews) | 
| **Personalization** | Not enough data | 7.7 (78 reviews) | 
| **Inbound Identification** | Not enough data | 7.7 (76 reviews) | 
| **Regulatory Compliance** | Not enough data | 7.6 (70 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 6.1 (54 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.4/10 | 57 |

#### Productivity Tools

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Notes** | Not enough data | 8.3 (49 reviews) | 
| **Internal Discussion** | Not enough data | 8.2 (47 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.1 (45 reviews) | 
| **Workflows** | Not enough data | 7.7 (43 reviews) | 
| **Templates** | Not enough data | 8.2 (50 reviews) | 
| **Integrations** | Not enough data | 7.2 (46 reviews) | 
| **Tagging System** | Not enough data | 8.3 (49 reviews) | 

#### Analytics

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Trends** | Not enough data | 6.8 (38 reviews) | 
| **Performance Tracking** | Not enough data | 7.0 (42 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.1 (9 reviews) | 
| **Decision Making** | Not enough data | 5.6 (8 reviews) | 

### Email Client

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.6/10 | 25 |

#### Inbox Tools

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.8 (24 reviews) | 
| **Filters** | Not enough data | 7.7 (20 reviews) | 
| **Reminders** | Not enough data | 7.3 (19 reviews) | 
| **Notifications** | Not enough data | 7.5 (22 reviews) | 

#### Coordination Tools

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Calendar** | Not enough data | 7.5 (14 reviews) | 
| **Contacts** | Not enough data | 7.5 (20 reviews) | 
| **Task Management** | Not enough data | 7.6 (16 reviews) | 

#### Software Options

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Desktop Application** | Not enough data | 7.6 (17 reviews) | 
| **Mobile Application** | Not enough data | 7.0 (18 reviews) | 

#### Email Client - Agentic AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Customer Journey Analytics

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | N/A | N/A |

#### Platform Basics

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Dynamic Segmentation** | Not enough data | Not enough data | 
| **Journey Optimization** | Not enough data | Not enough data | 

#### Platform Data

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Journey Reporting** | Not enough data | Not enough data | 
| **Trends Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Advanced Data Filtering** | Not enough data | Not enough data | 

#### Platform Additional Functionality

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Journey Mapping** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Automated Alerts** | Not enough data | Not enough data | 

#### Agentic AI - Customer Journey Analytics

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.4/10 | 53 |

#### Conversational Platform

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Personalization** | Not enough data | 7.8 (43 reviews) | 
| **Omnichannel** | Not enough data | 7.9 (39 reviews) | 
| **Contextual Engagement** | Not enough data | 7.1 (36 reviews) | 
| **Proactive Engagement** | Not enough data | 7.6 (37 reviews) | 

#### Support Automation

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 7.3 (36 reviews) | 
| **Seamless Escalation** | Not enough data | 7.2 (35 reviews) | 
| **Transcripts** | Not enough data | 7.0 (33 reviews) | 
| **Self-Serve Support** | Not enough data | 7.1 (38 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 6.1/10 | 7 |

#### Sorting & Filtering

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Attachment Search** | Not enough data | 6.9 (7 reviews) | 
| **Tags** | Not enough data | 7.6 (7 reviews) | 
| **AI Sorting** | Not enough data | 6.2 (7 reviews) | 
| **Predefined Rules** | Not enough data | 7.1 (7 reviews) | 

#### Integrations

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | 6.9 (6 reviews) | 
| **Gmail Integration** | Not enough data | 4.8 (7 reviews) | 
| **Apple Calendar Integration** | Not enough data | 4.5 (7 reviews) | 

#### Time Management

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.1 (7 reviews) | 
| **Email Automation** | Not enough data | 7.9 (7 reviews) | 
| **Snooze** | Not enough data | 5.2 (7 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 4.8 (7 reviews) | 
| **AI Text-to-Speech** | Not enough data | 4.5 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 5.2 (7 reviews) | 

#### Agentic AI - Email Management

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.0/10 | 13 |

#### Customer Support

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Text** | Not enough data | 7.7 (13 reviews) | 
| **Speech** | Not enough data | 5.7 (12 reviews) | 
| **Knowledge Base** | Not enough data | 7.1 (13 reviews) | 

#### Automation

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 6.7 (12 reviews) | 
| **Customization** | Not enough data | 7.4 (12 reviews) | 
| **Intelligent Routing** | Not enough data | 6.7 (12 reviews) | 

#### Artificial Intelligence

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Learning** | Not enough data | 6.8 (12 reviews) | 
| **Language** | Not enough data | 7.7 (13 reviews) | 
| **Conversational AI** | Not enough data | 6.8 (12 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.5/10 | 86 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.5 (27 reviews) | 
| **AI Text Summarization** | Not enough data | 6.3 (26 reviews) | 
| **AI Text-to-Speech** | Not enough data | 6.0 (27 reviews) | 

#### Communication

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.2 (50 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.0 (57 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 7.5 (40 reviews) | 
| **In-App Messaging** | Not enough data | 7.9 (42 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 7.4 (35 reviews) | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.7 (73 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 7.7 (51 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 7.5 (40 reviews) | 
| **Knowledge Base** | Not enough data | 7.5 (46 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.8 (57 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 7.7 (55 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Trengo** | 7.6/10 | 38 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 7.5 (31 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 7.3 (30 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | Feature Not Available | 
| **Mobile Optimization** | 7.8 (6 reviews) | 7.7 (27 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 7.8 (27 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 7.9 (30 reviews) | 
| **Automation** | 9.4 (6 reviews) | 8.1 (32 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 7.0 (26 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 7.6 (30 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 7.6/10 | 45 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.1 (22 reviews) | 
| **AI Text Summarization** | Not enough data | 6.2 (22 reviews) | 

#### Process

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Mentions** | Not enough data | 8.5 (36 reviews) | 
| **Tickets** | Not enough data | 8.6 (35 reviews) | 
| **Macros** | Not enough data | 7.7 (28 reviews) | 

#### Channels

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Email** | Not enough data | 8.6 (42 reviews) | 
| **Social** | Not enough data | 8.5 (40 reviews) | 
| **Live Chat** | Not enough data | 8.2 (38 reviews) | 
| **Phone** | Not enough data | 5.7 (33 reviews) | 
| **Text** | Not enough data | 8.0 (35 reviews) | 

#### Insight

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Surveys** | Not enough data | 7.2 (27 reviews) | 
| **Reporting** | Not enough data | 7.5 (34 reviews) | 
| **Visitor Activity** | Not enough data | 7.2 (29 reviews) | 
| **Help Desk** | Not enough data | 7.7 (32 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.4 (11 reviews) | 
| **AI Text Summarization** | Not enough data | 6.4 (11 reviews) | 

### WhatsApp Marketing

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Trengo** | 6.3/10 | 5 |

#### WhatsApp Messaging - WhatsApp Marketing

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Transactional Messages** | Not enough data | 7.3 (5 reviews) | 
| **Bulk WhatsApp Messaging** | Not enough data | 6.0 (5 reviews) | 
| **Conversational Messaging** | Not enough data | 8.0 (5 reviews) | 
| **Personalization** | Not enough data | 7.3 (5 reviews) | 
| **Promotional Messages** | Not enough data | 6.7 (5 reviews) | 
| **Automated Replies** | Not enough data | 8.3 (5 reviews) | 

#### WhatsApp Business Platform - WhatsApp Marketing

| Feature | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Segmentation** | Not enough data | 5.3 (5 reviews) | 
| **API Integration** | Not enough data | 6.0 (5 reviews) | 
| **WhatsApp Commerce** | Not enough data | 3.7 (5 reviews) | 
| **Analytics** | Not enough data | 4.0 (5 reviews) | 

---
## Categories
**Shared Categories (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


**Unique to Trengo (9):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Email Management Software](https://www.g2.com/categories/email-management), [Email Client Software](https://www.g2.com/categories/email-client), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Journey Analytics Software](https://www.g2.com/categories/customer-journey-analytics), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [WhatsApp Marketing Software](https://www.g2.com/categories/whatsapp-marketing)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Trengo | 
|---|---|---|
| **Small-Business** | 14.3% | 72.5% | 
| **Mid-Market** | 53.6% | 25.4% | 
| **Enterprise** | 32.1% | 2.0% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Trengo

- **Leisure, Travel & Tourism:** 7.4%
- **Apparel & Fashion:** 5.3%
- **Consumer Services:** 4.9%
- **Retail:** 4.9%
- **Information Technology and Services:** 4.1%
- **Marketing and Advertising:** 4.1%
- **Automotive:** 3.7%
- **Consumer Goods:** 3.3%
- **Real Estate:** 3.3%
- **Wholesale:** 2.9%
- **Other:** 56.1%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

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---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Trengo

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-trengo)