--- title: "Grasp Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Grasp Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/137037/Grasp/" page_type: "product" language: "en" --- # Grasp Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Grasp ## What is Grasp? Grasp is the customer conversations platform to bring together your multiple lines of communication and creates one story from all your contact moments. That's how you regain control of your customer service. Using Grasp, your team collaborates better than ever, with a clear focus on what really counts. They can pay attention to each conversation, regardless of the channel. A relief for all them, with a high five from every customer. ## What is Grasp used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Customer Support](https://www.capterra.com/customer-support-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/) Top alternative Featured Overall rating Based on 21 user reviews Reviews sentiment Positive 95% Neutral 5% Negative 0% Starting price €29 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Grasp?[Manage this product listing](https://www.g2.com/products/grasp/claim_requests/new?auto=true) ## Grasp Overview Updated September 2026 AI summary Grasp provides enterprises and small businesses with tools for managing customer service and support through features like support ticket management, multi-channel communication, and knowledge base management. Offering deployment across cloud and desktop platforms, it includes optional capabilities such as API access, chatbot integration, collaboration tools, and live chat to enhance customer interactions and internal workflows. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Grasp 4.6 (21) VS. [4.4 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting Price €29 Per User, Per Month Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (10) Ease Of Use 4.0 (18,145) Value For Money 4.3 (9) Value For Money 4.0 (12,831) Customer Service 4.6 (8) Customer Service 4.1 (14,063) ## Grasp alternatives [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/137037/Grasp/alternatives/) ## FAQs about Grasp Overview ### Which roles and teams benefit most from Grasp? Grasp benefits customer support teams, contact center supervisors, and customer success staff who need fast access to answers, consistent guidance, and smoother service workflows. Administrators and digital support teams use it to organize knowledge and maintain resources, while managers, owners, and executives rely on it to improve operations, training, and service quality. Answer based on 13 reviews Overview ### What company size and specific industries is Grasp built for? Grasp is designed for small businesses and SMEs with 1 to 100 employees, as well as larger fast-growing companies such as Deloitte Fast 500 firms. It targets eCommerce and web shops, retail businesses, consultancy groups, and cloud service users across those sectors. Features and Usability ### What are the key features of Grasp? Grasp offers support ticket management and tracking, queue management, and workflow management for handling service requests. It also includes multi-channel communication through live chat, email management, chat/messaging, and social media integration, plus customer service analytics, reporting and statistics, knowledge base management, and a self service portal. Integrations ### Which third-party tools and platforms does Grasp integrate with? Grasp connects natively to Adobe Commerce, Drupal, and WordPress. These catalog integrations cover e-commerce and content management platforms, giving Grasp compatibility with three third-party tools. Answer based on 1 reviews Getting Started and Support ### What training and onboarding options does Grasp offer? Grasp provides live online sessions, webinars, documentation, and videos to help teams get started. Live online sessions and webinars support guided instruction, documentation offers written reference material, and videos provide visual walkthroughs for reviewing features and setup steps at the user’s own pace. Getting Started and Support ### What customer support options does Grasp offer? Grasp provides email/help desk, FAQ/forum, knowledge base, phone support, and chat. Users describe support as useful for quick responses and organized customer service, especially through chat and a unified inbox approach, though some report frustration with billing-related service and confusing invoicing. Answer based on 3 reviews ## Features AI summary Based on 5,357 Customer Service reviews Capterra reviewers highlight these as the features buyers care about most when choosing customer service software: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) Grasp supports **Support Ticket Management** and **Multi-Channel Communication**, giving teams a way to organize service requests and respond across multiple customer touchpoints. However, it does not include **Call Center Management**. Instead, it offers **Email Management** (**40%**) and **Live Chat** (**43%**), which provide other high-priority ways to handle customer conversations. Together, these features help businesses manage incoming inquiries more efficiently, respond faster, and provide teams with better visibility into customer needs. Support Ticket Management 4.0 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Multi-Channel Communication 4.0 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Email Management 3.7 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Live Chat 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Ability to chat online in real time Customer Database 4.3 (3) 66.67% of 3 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Alerts/Escalation 3.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Grasp 22 features ### All Features - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.1 (10) 4.1 Based on 10 reviews ## Pricing Value for money 4.3 (9) Free Trial Basic €29.00 Per User,Per Month Value for money 4.3 (9) 4.3 Based on 9 reviews ## Integrations [ WordPress](https://www.capterra.com/p/131687/WordPress/)[ Adobe Commerce](https://www.capterra.com/p/227129/Magento-Commerce/)[ Drupal](https://www.capterra.com/p/119594/Drupal/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (8) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (8) 4.6 Based on 8 reviews ## User reviews Overall rating 4.6 Based on 21 reviews Filter by rating 5(13) 4(7) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent RF Rodrigo F. Senior Customer Success Partner Computer Software ### "Perfect Customer Support for WhatsApp Integration option " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 13, 2024 My overall experience is very positive what I use grasp. Pros As most of my customers in South American are using WhatsApp. Grasp integration with WhatsApp what perfect for us and so easy to manage the tickets and real time conversation. Cons it would be nice to see if our customer have read or seen our replies. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. VC Victoria C. Digital Support Admin Telecommunications ### "Grasp review" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 March 4, 2023 Customer service.Reporting on agent performanceImproved customer experience. Pros Grasp is used to attend/respond to customer queries sent on the Brand Whatsapp number. We intergrated the app with our Whatsapp number making it easy to support on our customers by attending to all their interactions sent via Whatsapp. It's available 24/7 and this has improved our customer's experience.It has a reporting tool were you can see the agent's productivity. Cons Grasp is very fine at the moment, there's nothing i dislike about it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AH Abdul Hadi W. CEO Retail ### "Worst Customer Service" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 2/10 March 9, 2022 Bad. Find something else Pros I only liked because i thought there was no other option. Apparently there a lot other better option with cheaper fee Cons Bad customer service in terms of charging the fee, and confusing invoicing system Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RR Robert R. Technical Support 4 Telecommunications ### "Best Live Chat Software for the price!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 13, 2019 Basic features for live chat. Might be lacking some features however not deal breaking. Pros Very intuitive features when in chat and integrating it for your business. Mobile integration so very industry leading. Cons Lacks some features such as customer tracking and monitoring features such as recent activity and ability to pull up history for the customer. Alternatives considered [Oracle Database](https://www.capterra.com/p/5938/Oracle-Database/) Reasons for choosing Grasp No Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MN Merida N. CUSTOMER CARE AGENT Telecommunications ### "Casengo" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 6/10 June 2, 2019 I have come to love it. Initially, listening to audio or videos wasn't enabled but that has been resolved. Plus, we can now view agent statistics instantly. Pros The software allows up to 8 agents (and more) to engage clients on the Whats-app social media channel. This enables us respond to clients quickly as opposed to using a phone, since only one agent can respond to the chats. Cons If a reply has been sent, it can't be edited nor deleted. It is greatly affected by slow internet speeds. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RM Ronald M. Back office administrator Telecommunications ### "Casengo feedback " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 May 24, 2019 Customer Support Pros Allows customers to reach the company's Whatsapp helpline. Allows all files to be shared. Cons Customer add the company's number to different WhatsApp groups. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. IK Isaac K. Contact Center Supervisor Telecommunications ### "useful for keeping in touch with clients" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 May 24, 2019 It gives us multiple channels to connect with customers. Pros As a customer interfacing environment, our use of Casengo to manager our WhatsApp traffic has proven really useful in assigning SLAs to the correspondences. Cons The system is still lacks real-time performance analytics / dashboards which would come in handy. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SO STEPHEN O. Customer Service Advisor Telecommunications ### "Casengo review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 30, 2019 it's a perfect tool to support customers on whatsapp Pros It used to access the whatsapp helpline for the company were customers are able to send their customers and get immediate responses/support. It's a best tool for customer service through whatsapp. Cons You need a working network and a phone with active data to be able to synchronise to whatsapp Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RS RONALD S. Digital Administrator Telecommunications ### "Casengo Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 17, 2019 So far so good with all the above positive advantages not even exhausted. I recommend this software, it has helped so much to enable the brand divert it's traffic from the helpline to social media. Easy for real time, weekly and monthly reporting. Pros It helps to respond to customer queries on the whatsapp channel in real -time. It has the ability to synchronize all the posts, files(images, audio and videos) and these are used to understand the customer query and offer support. It's a good reporting tool for both the admin and user. You can also use it to extract reports, add users with different access rights. Cons It's vulnerable to internet connection, once the connection is weak or off, then conversations can not come through as the device has to synchronize with the software The interface is a bit flooded thus making it hard to select posts and respond easily. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RM Rolf M. Marketing Manager Information Technology and Services ### "It's a very quick way to empower your Customer Success teams. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 25, 2017 Rediciculously fast response time to incoming requests, and a boost in sales, because fast response is a big factor for choosing a software vendor like ourselves. Pros It's very easy to use, and the interface feels "light". There a lots of automation options which will make your customer success teams much more effective and recudes response times. Cons I would like to have bulk selection enabled, this makes cleaning up casengo a little bit tedious. But that's a minor issue. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/137037/Grasp/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.