# Grasp Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Grasp the right Customer Service solution for you? Explore 21 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/137037/Grasp/reviews --- Grasp 4.6 (21) [View alternatives](https://www.capterra.com/p/137037/Grasp/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Grasp Ease of use 4.7 Customer Service 4.6 ## Pros and Cons in Reviews AW Abdul Hadi W CEORetail, 2 - 10 employeesUsed the software for: More than 2 years. “Bad customer service in terms of charging the fee, and confusing invoicing system“ March 9, 2022 ## Showing most helpful reviews Showing 1-21 of 21 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Kasper S. Chief Executive Officer E-Learning Used the software for: ### "Casengo helps us to manage the flow of prospects inquiries" July 11, 2014 4.0 Easygenerator uses Casengo to manage all inquiries from prospects. It helps us divide the flow over several agents, that will work most of the time in different locations. Back in our Outlook days, we were struggling to manage and dividing the growing number of emails. That tension disappeared as soon as we started using Casengo. We can see right away which customers are still awaiting an answer. Assigning a case to someone works great, too, and so does live chat. We love switching from email to chats. My personal favorite however, is that Casengo is cloud-based and mobile-friendly. Pros Cloud based, You can see if a case is handled by one of your colleagues and which colleague handles a case. You can also review the reactions and coach people on it. Cons There can be some UI improvements. Browsing through cases for examples is not ideal. Review Source RF Rodrigo F. Senior Customer Success Partner Computer Software Used the software for: 2+ years ### "Perfect Customer Support for WhatsApp Integration option " May 13, 2024 5.0 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 AHW Abdul Hadi W. CEO Retail Used the software for: 2+ years ### "Worst Customer Service" March 9, 2022 3.0 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 VC Victoria C. Digital Support Admin Telecommunications Used the software for: 1-2 years ### "Grasp review" March 4, 2023 4.0 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 RS RONALD S. Digital Administrator Telecommunications Used the software for: 1-2 years ### "Casengo Review" April 17, 2019 5.0 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 RR Robert R. Technical Support 4 Telecommunications Used the software for: 1-2 years ### "Best Live Chat Software for the price!" September 13, 2019 5.0 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/) Reason for choosing Grasp No Review Source SO STEPHEN O. Customer Service Advisor Telecommunications Used the software for: 2+ years ### "Casengo review" April 30, 2019 5.0 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 IK Isaac K. Contact Center Supervisor Telecommunications Used the software for: 2+ years ### "useful for keeping in touch with clients" May 24, 2019 5.0 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 MN Merida N. CUSTOMER CARE AGENT Telecommunications Used the software for: 6-12 months ### "Casengo" June 2, 2019 4.0 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 Rachel Bayles L. Information Technology and Services Used the software for: ### "A pleasure" January 17, 2015 4.0 Casengo has a smooth, enjoyable, intuitive interface. It was easy to learn and easier to set up, but with all the functionality you would need for the prototype medium sized business site we were creating. Customer service was fast and friendly. Really enjoyed this product. Pros Intuitive interface Useful features Good customer service Cons We could not figure out how to shut off the notification ringer without closing out the call, but that may have simply been a problem at our end, since we were using a virtual machine and it was only for a prototype. Review Source RM Rolf M. Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "It's a very quick way to empower your Customer Success teams. " July 25, 2017 5.0 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 RM Ronald M. Back office administrator Telecommunications Used the software for: 1-2 years ### "Casengo feedback " May 24, 2019 4.0 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 Michel P. Graphic Design Used the software for: ### "Great solution for small bussiness" October 10, 2014 5.0 As bussiness was growing, I was looking for a good customer management system, while piles of emails were giving me headaches. I came along Casengo wich is free for small bussiness (1 agent), but with all the features available! Emails, chat, twitter, faq. Pros This is realy a great system, for free for 1 agent and affordable when your bussiness will grow to more agents. Small problems are quickly answered and solved by their very friendly helpteam. Joppe, thanks for your help untill now! Review Source RM Rolf M. Internet Used the software for: ### "Casengo, keeps leads hot" July 9, 2014 4.0 We have Casengo installed on our website. As an online marketeer Casengo is a qualitative data goldmine. In our case visitors often ask us product questions before signing up and brutally reveal what information our website is lacking, or how our messaging needs a bit of tweaking. We can immediately reply (as casengo has a notification sound, subtle enough to notice, but smooth enough not to be annoying) and help visitors with whatever they need. After installing the Casengo plugin (which for a non techy person, is actually really easy) we saw an increase of sign ups for our product and could tweak our messaging which resulted in a raise of our conversion rate. Pros \- Visitors become leads very easy - Quantative data goldmine - Insight in customers - No lag Cons \- Interface can use a little bit of tightening up, but you'll notice these small annoyances only when you use it a lot. Actually gave them some feedback that is taking in on the roadmap! Review Source Jeroen L. Innovation Manager Banking Used the software for: ### "We had just opted for Desk.com when Casengo came along." July 15, 2014 5.0 We had just opted for Desk.com when Casengo came along. I was thrilled to discover that this cloud application does not come with any unnecessary bells and whistles. It does exactly what it should do - so we switched! And we don’t regret it at all: Casengo offers powerful functions that stimulate internal cooperation, and a good overview of emails yet to be answered. Such features make Casengo ideal for growing companies like ours. Review Source Alain M. Owner Real Estate Used the software for: ### "we no longer miss a single email" July 11, 2014 5.0 I was one of Casengo’s first beta testers and have been using the application for almost 2 years now. I love it: we no longer miss a single email. Thanks to both the macros and the overview, we handle way more emails in less time. We can also keep track of invoices far more effectively now - rather crucial! We just cannot make do without Casengo anymore Review Source VR Verified Reviewer Internet Used the software for: ### "Love for Team Casengo" July 11, 2014 4.0 At first, it was a little hard for me to get started, but with the help of the friendly Casengo team, I was able to get going with chat and Facebook! I'm now looking into integrating my email in the system. Thanks team! Pros They provide excellent support! Casengo knows how to give good customer service. Try them out yourself! Cons In the beginning, it was a little hard to install and configure the system, but the friendly guys helped me out fine Review Source VR Verified Reviewer Retail Used the software for: ### "Moved from Zendesk because of attachments" September 23, 2014 5.0 I was using Zendesk, but Zendesk adds attachments as downloadable links... My customers got confused and couldn't find the 'attachment' is was talking about - because it wasn't actually an attachment. Casengo just attaches the file like any other mail client, and I never had any complaints about missing attachments again. Pros Attachments how attachments should work! Cons Uploading multiple attachments could be easier. Review Source VR Verified Reviewer Internet Used the software for: ### "Good app!" July 8, 2014 5.0 Casengo is great as a customer service tool. I really love the 'universal inbox' way of thinking. One inbox for email, chat, facebook and twitter - a good app to streamline my customer service! Pros All-in-one inbox: - email - chat - facebook - twitter - Cloud - Multiple logins Cons Can't wait for the Push-notification in the Casengo app. They just updated the app. Review Source SD Sylvester D. Furniture Used the software for: ### "Great solution!" July 14, 2014 5.0 We’ve been using Casengo for almost a year now to manage our customer emails more efficiently. Ever since, no more emails slip through the cracks. Casengo has been a major boost to our productivity and customer satisfaction. All of our online stores are now enriched with live chat, bringing in a whole new group of potential customers. Pros Works very intuitive. Cons Haven't found them yet. Review Source IB Ian B. Internet Used the software for: ### "Nice, quick and easy app for my client service" July 11, 2014 5.0 My client service is up and running, thanks to Casengo. I receive a lot of emails daily, and me and my team weren't able to track who was doing what, and who replied to what... With Casengo, all my email troubles are gone, because of the universal inbox! Pros Universal inbox Multiple channels Easy setup Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.