Trengo Reviews

“Better off choosing another option

Pros

The software looks really well structured but in real, it just doesn't work like it should.

Cons

Honestly telling, it's supposed to be a customer service tool but the irony is that the customer service is a nightmare! The software is full of glitches, like getting invoice details from another company in our account is so difficult. Every ticket gave us an error we had to dismiss. After setting up voicemail for Easter, we couldn't change the settings again and we were unreachable for weeks. The customer service is impossible to get in touch with, and you're just passed around between chatbots and auto responses in multiple languages. Terrible code, full of errors, and no way to fix anything.

“Costly with, fewer features

Pros

I really liked the ticket management, the interface and how well the internal chat and ticket system (even though it's been retired) worked. And it was great being able to integrate so many different channels.

Cons

The price keeps going up and up, critical features keep disappearing and the app (especially on iPad) is pretty terrible. Support is slow, spam ends up in our inbox and we've had issues with email delivery.

“Prices kept changing unexpectedly, very unstable (prices more than doubled)

Pros

It has a pretty modern look and setting it up also wasn't too hard.

Cons

Customer support is really slow and not very efficient. The pricing is also very unstable, with sudden price hikes that hurt smaller businesses. My monthly bill has doubled and now there's a cap on conversions, so if I need more support requests I'll have to pay even more. There's no legacy plan so you're forced to upgrade and I'm sure this will happen again soon.

“Looks good, but not always user-friendly. Poor support desk

Pros

Super easy to get started with tons of channels to use.

Cons

Email management is a pain!!!, linking emails in threads isn't always easy, and the pairing and deleting process can be so frustrating.

“Bad customer service and a phone system that doesn't work properly

Pros

Sharing tickets with teammates and assigning them is so easy.

Cons

The voice option barely works. This software was supposed to make our customer support easier, but so far it's just made everything more stressful.

“Good to use tool

Pros

It's awesome to just work from one inbox, super easy to use too!!!

Cons

I haven't really come across any downsides at the moment.

“Great feature-packed software that's easy to use and saves time

Pros

Love that everything's in one place and the interface works smoothly and looks nice.

Cons

Sometimes it's hard to see the history of closed tickets when a customer opens a new one.

“Amazing software for phone calls!

Pros

I really liked being able to send a message instead of having to make a bunch of phone calls.

Cons

It would be really helpful to have an option to send messages directly to WhatsApp.

“Really good

Pros

Trengo really helped us work more efficiently. Our customer service team can now respond to customers from all kinds of channels which really saves us time and money.

Cons

Changing the email address from some weird code to a proper "sender" address was a hassle.

“Convenient software and a complete package

Pros

There are so many ways to help customers with it, and it even works online.

Cons

In the beginning I had issues with Trengo's integration, especially since it was a fairly new software back then but that's been sorted now. For phone support, it would be useful if customers could see how long they have to wait or how many people are ahead of them. Sometimes they just hang up because it takes too long.

“Works perfectly for our customer care team!

Pros

Since I started using it as a customer care manager, I had a much better view of all the conversations between my team and customers. Our multilingual teams can easily communicate with each other now.

Cons

We sell some products through Amazon and the link doesn't always work well. But thankfully, it's easy to reach out to Trengo's support, and they're really helpful in finding solutions.

“A Very decent program overall

Pros

It's great that I can access it anywhere so it's really easy to combine the chat function with whatever else I'm working on.

Cons

One thing that was tricky for me was that there is no history of customer conversations. Sometimes when a customer comes back, they have to repeat their entire issue. It would be great if we could save conversations for future reference.

“Great chat features

Pros

The integration with Whatsapp for business, the online help center, and the chat features are really solid.

Cons

To use the Whatsapp feature, you need at least four seats, which is a bit of a downside.