# Grasp Reviews **Vendor:** Grasp **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 12 ## About Grasp Grasp brings together multiple lines of communication and creates one story from all contact moments. That’s how you regain control of your customer service. ## Grasp Reviews ### 1. Casengo review **Rating:** 4.5/5.0 stars **Reviewed by:** Ronald J. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2019 **What do you like best about Grasp?** Instant responses to customer queries. It allows sharing and playing of audio/voice notes. It helps to integrate with the WhatsApp helpline accessible to customers. We have managed to retrieve reports about services levels, response time, and total traffic received on the channel. Casengo is accessible both on a mobile app and through the browser. **What do you dislike about Grasp?** It requires licenses for all agents to use the service. An active internet connection is required to use the application; therefore, it's not usable offline. **Recommendations to others considering Grasp:** It's a very good product, i recommend **What problems is Grasp solving and how is that benefiting you?** Supporting customers by resolving their queries and sharing feedback Traffic on the helpline channel has been reduced as most queries are attended to via the Casengo/Whatsapp channel. ### 2. Review for Casengo **Rating:** 4.5/5.0 stars **Reviewed by:** Jackline T. | Digital Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2021 **What do you like best about Grasp?** We are able to respond to our customers via Whatsapp in real-time. Casengo has a web version and mobile app version making it easy to use. It shows the total cases received and those responded including the response time. **What do you dislike about Grasp?** The application is mostly affected by an internet connection. You can not use Casengo without the internet. **Recommendations to others considering Grasp:** It's very recommendable to all organizations **What problems is Grasp solving and how is that benefiting you?** Supporting customers via Whatsapp, this is channel of support is available 24/7. It has helped the customer to derive some traffic off the customer care helpline ### 3. Casengo, a tool for social media **Rating:** 4.5/5.0 stars **Reviewed by:** Christine N. | H, Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2021 **What do you like best about Grasp?** It allows responding to customers via the WhatsApp channel 24/7. It generates reports both for agent responses and cases received plus showing the response time. You can create new accounts for agents and edit the access rights easily **What do you dislike about Grasp?** It's internet-based thus can not be used without the internet. Connecting it with the Whatsapp app has a lot of outages before you do full migration to the api **Recommendations to others considering Grasp:** Yes I recommend it to all large companies **What problems is Grasp solving and how is that benefiting you?** Offering timely customer service to customers 24/7. The company is able to reduce on the traffic on the helpline ### 4. Customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2021 **What do you like best about Grasp?** Casengo is customer support based application the interface of the is pretty good and its have lots of features like it's have what's app channel features and Cloud based and very fast easy to support coustomar questions and queries very quickly. **What do you dislike about Grasp?** License need for use the application, It's difficult to install the application at the starting time. It's required very good internet connection not working properly in week connection it's should be improved. **Recommendations to others considering Grasp:** One of the good application available for coustomar support. Communication with your coustomar is very easy. It's help you to grow your business very fast and can provide coustomar satisfaction. **What problems is Grasp solving and how is that benefiting you?** Connecting to all social platforms is easy and now not dependent on call to resolve coustomar questions and request. And fast and smooth coustomar support experience. ### 5. Ultimate customer care software **Rating:** 5.0/5.0 stars **Reviewed by:** Jilu Easow R. | Technical Lead - PLM, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Grasp?** Whatsap channel data analytics is the best feature they have. The integeration is seamless and dashboard is intuitive **What do you dislike about Grasp?** Reports can be more descriptive and detailed..perhaps more easier to understand **Recommendations to others considering Grasp:** Definitely give it a try **What problems is Grasp solving and how is that benefiting you?** customer care call centres issues have got resolved ### 6. Cover all angles **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2019 **What do you like best about Grasp?** I like the fact that Casengo helps me with the WhatsApp channel data analytics on correspondent's activities and productivity. I am able tell when a customer texted us and when we responded with clear details and user (correspondent's login ID). **What do you dislike about Grasp?** Reports on Casengo are not yet as detailed as one would require. A user needs some level of excel expertise to be able to manipulate data available to make sense of the reporting paramaters. **Recommendations to others considering Grasp:** Casengo is a good intergrator for WhatsApp **What problems is Grasp solving and how is that benefiting you?** We are no longer relying on conventional customer support channels such as calls which require a lot of resources and time. ### 7. We handle many more emails in less time! **Rating:** 5.0/5.0 stars **Reviewed by:** diana carolina a. | Atención al cliente, Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2019 **What do you like best about Grasp?** It is a very interesting and friendly software, has a smooth, pleasant and intuitive interface. It was easy to learn and configure, has many automation options that will make the successful teams of your customers are much more effective and resort to response times. cloud-based. You can see if a case is handled by one of your colleagues and which colleague handles the case. You can also review reactions and train people on this. **What do you dislike about Grasp?** An aspect to improve would be to have enabled the massive selection and facilitate with an update to upload multiple attachments. **Recommendations to others considering Grasp:** He does exactly what he should do, so we change! And we don't regret it at all: Casengo offers powerful features that stimulate internal cooperation and increased business performance. **What problems is Grasp solving and how is that benefiting you?** As the business grew, I was looking for a good customer management system, while stacks of emails caused me a lot of headaches. I came to Casengo, which is free for small businesses (1 agent), but with all the features available! Emails, chat, twitter, frequently asked questions. Since its implementation it has been a great boost to our productivity and customer satisfaction. All of our online stores are now enriched with live chat, providing a new group of potential customers. In addition, thanks to macros and overview, we handle many more emails in less time. Now we can also track invoices much more effectively. ### 8. Casengo **Rating:** 3.5/5.0 stars **Reviewed by:** Lalit M. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Grasp?** This application is easy to use. Casengo also help in WhatsApp helpline for the company where customer are able to solve their problem. fast response giving to incoming request. multiple attachment uploading is very easy. and also all social networking sites are present like e-mails, twitter etc. **What do you dislike about Grasp?** It is not working in week network. bulk selection are enabled in this software. we could not figure out how to shut off ringer of notification. it is difficult to install and settings the system in the beginning. **Recommendations to others considering Grasp:** excellent app, i recommended it. **What problems is Grasp solving and how is that benefiting you?** It is easy to connect social networking sites. overall it is nice application. now this time I am not using this application because It does not working in weak network. ### 9. Very obvious steps just know your way **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2019 **What do you like best about Grasp?** It saves your time and you will be more fractional **What do you dislike about Grasp?** Actually i didn’t notice anything but if they try to change the themes that will be great **Recommendations to others considering Grasp:** Try it and see your experience evaluation then see how you can be improved **What problems is Grasp solving and how is that benefiting you?** You don’t have to worry about loosing a customer in anyway; Casengo came in at the perfect time to save you a lot of time and effort ### 10. Casengo is an important tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2019 **What do you like best about Grasp?** Easy to use and and many advantages in one application **What do you dislike about Grasp?** The mobile portal needs an improvement or literally an application **Recommendations to others considering Grasp:** It makes the communication with customers so simple **What problems is Grasp solving and how is that benefiting you?** Conversations of our customers are less complicated and simple to lead with multiple tools of Casengo ### 11. Great app to get your first Customer Success team going **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2017 **What do you like best about Grasp?** The ease of setting up and get going, and there is zero lag in communicating with your customers. **What do you dislike about Grasp?** Bulk selection is missing, in busy teams it takes time to clean your inboxes. **What problems is Grasp solving and how is that benefiting you?** Email boxes stay clean, and you will reduce support response times drastically and increase trust for your customers. ### 12. Good customer service software **Rating:** 4.5/5.0 stars **Reviewed by:** Nemanja J. | malena, Mechanical or Industrial Engineering, Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2016 **What do you like best about Grasp?** Casengo is a cloud based customer software that helps you communicate with customers. Great thing is that it is easy to communicate with customers via email or chat, you can also chat with your team member without the customer being able to see. Software is very user friendly, it is super easy to configure it and if there is some problem you can always contact friendly support for a fast solution. It is also very customizable, you can change color, buttons, chat windows, almost everything can be adjust to match your company brand and logo. Mobile platform is also great if you are outside the office. **What do you dislike about Grasp?** There is some problems with servers, they are frequently down and the application is off line. Not more than a 10 minutes but that needs to be resolve. **Recommendations to others considering Grasp:** Support is really good and you can try it free for 14 days **What problems is Grasp solving and how is that benefiting you?** Our company is using it to communicate with clients, to contact us if there is any concern, to provide them updates on projects and overall direction. ## Grasp Discussions - [What is Casengo used for?](https://www.g2.com/discussions/what-is-casengo-used-for) - [Why installation is complicated](https://www.g2.com/discussions/why-installation-is-complicated) - 1 upvote - [View Grasp pricing details and edition comparison](https://www.g2.com/products/grasp/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-16+01%3A12%3A35+-0500&secure%5Bsession_id%5D=3d2bf5e5-51ff-4eb7-8384-fa885d3e15ff&secure%5Btoken%5D=388091c9acb3d823684f9c2362fc51e9653f90b016d0f38afe451d9506cf47d8&format=llm_user) ## Grasp Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Grasp Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,661 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,404 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews)