Today’s customer service landscape means you have to juggle multiple communication channels – such as emails and SMS – for your business.
Trengo is a customer service software that lets you do that. You can easily switch between different platforms, assign messages to team members, automate replies, and more.
Although Trengo is smart and brilliant, is it the ultimate solution for customer support?
As the customer support industry evolves, new alternatives are emerging that might offer more features, better pricing, or higher performance than Trengo.
In this guide, we’ll explore some top Trengo alternatives that you should consider for your business. We’ll compare them based on their features, benefits, pricing, and what customers are saying.
What is Trengo?
Trengo is a company that has set its sights on conquering the customer service game. Founded in 2015 by Patrick Meutzner and Marcel van de Weerd, it brings various communication channels under one umbrella. The aim? To ease the communication burden for businesses worldwide.
From WhatsApp to live chat, it centralizes all channels, turning them into one convenient, all-in-one platform. The intent is clear – to make customer communication a breeze.
So, what makes Trengo tick?
Trengo shines because it seamlessly consolidates various messaging channels like WhatsApp, email, and live chat into a single hub. This centralization, combined with its intuitive interface, automation capabilities, virtual assistant, and robust e-commerce support, makes it a go-to choice for businesses aiming for streamlined communication.
Why do you need aTrengo alternative?
Trengo does impress but it might not be the ideal fit for every small or medium business. That’s why exploring Trengo alternatives can be a good idea and here are reasons to:
01. Complexity in simplicity
Ease of use is crucial, and Trengo seems to stumble here. Users report a steep learning curve. SMBs need simplicity – a platform that’s easy to set up, without the need for extensive support or training.
02. UI blues
The User Interface (UI) matters, and Trengo’s has received a lukewarm response. Some users consider it outdated and lacking appeal. The ideal platform for SMBs should feel familiar, like the popular Gmail interface.
03. Falling short
Several areas raise red flags. Customer support is one. Slow response times, inadequate solutions, and neglected issues make for a disheartening customer support experience.
The platform’s reporting and analytics also leave users wanting more. Basic features are there, but the call for advanced reporting options and customizable, exportable reports is loud.
04. Users’ verdict
On Trustpilot, Trengo has an average rating of 3 out of 5 stars, with users citing poor customer service and non-transparent pricing as major issues.
On G2, Comments like, “Horrible customer support…” and “It’s quite buggy, things are not as intuitive as with other tools I have used…” make you think – is Trengo really the best solution?
Top 10 Trengo alternatives and competitors
So, while Trengo offers features that streamline customer service, the shortcomings are hard to overlook. Hence, for SMBs looking for the best value, exploring Trengo alternatives is a sensible move. Continue reading to find them:
01. Helpwise
Helpwise, the #1 Trengo alternative is a unified communications hub, merging emails, chats, and discussions into one inbox, complemented by smart chatbots and an efficient search function. Its intuitive design simplifies tasks, and collaboration is enhanced with features like team mentions in conversation notes and custom inboxes via APIs.
It integrates with tools like Slack and Basecamp. Collision detection ensures no overlapping replies, and conversation tracking maintains team accountability. Starting at $15/user/month, Helpwise offers a comprehensive suite to optimize your workflow. For businesses looking to expand, an Enterprise option is available.
With stellar ratings of 4.6/5 on G2 and 4.7 on Capterra, Helpwise isn’t just an alternative to Trengo—it’s a transformative tool in the customer service landscape.
Cons:
- No desktop app
- More reviews on platforms like G2 and Trustpilot would be beneficial
- Contact mapping needs improvement
02. Front
Front App is another Trengo alternative that takes your communication to the next level. Not only does it merge the ease of regular email with the prowess of a full-fledged help desk, but it also introduces features like automated workflow setups and advanced analytics for data-driven insights.
Its shared inboxes, multi-channel chats, SLA management, and unique collaboration tools make it a standout. Additionally, its integration capabilities allow seamless connection with third-party apps, ensuring a cohesive work environment.
Priced at $19/seat/month, Front App offers more than just affordability—it promises unmatched value. Boasting ratings of 4.7/5 on G2 and 4.5/5 on Capterra, Front App is not just an alternative to Trengo; it’s setting new standards.
Cons:
- High cost, particularly for small and medium businesses
- Occasional sluggish load times and glitches
- Reduced mobile features compared to desktop
03. Intercom
Intercom stands as a trusted customer service platform, backed by over 25,000 businesses. It seamlessly marries automation’s speed with the authenticity of human touch.
You’ll encounter AI-powered chatbots, integrated inboxes, streamlined ticketing, and proactive tools that foresee customer needs. Besides, its insightful analytics, robust training materials, and frequent feature enhancements further elevate its stature.
At a starting price of $74/month, Intercom represents not just a tool, but a pledge to superior service. With commendable 4.5/5 ratings on both G2 and Capterra, Intercom showcases its dedication to quality, positioning itself as a top-tier Trengo alternative.
Cons:
- Pricing is high, inflexible, and unpredictable
- Integration process is complex and time-consuming
- Additional features come at a steep price
04. Freshdesk
In customer support, Freshdesk shines brightly as a multi-channel query handler. With its intuitive design, you can effortlessly craft automated workflows, curate knowledge bases, and glean valuable insights.
Trusted by over 50,000 businesses, big and small, its reputation is solidified with a 4.5/5 rating on Capterra. Plus, its seamless integration with other Freshworks products adds another feather to its cap.
With plans starting at $15/agent/month, it’s affordable. Beyond its price, Freshdesk excels in client support, swift canned responses, and empowering users to find solutions autonomously. It’s a great Trengo alternative.
Cons:
- No support for SMS and Instagram integration
- Limited customization options
- Dashboard is limited and difficult to configure
05. Zendesk Support Suite
With a robust ticketing system, a unified workspace for agents, and versatile messaging options for both web and mobile, Zendesk Support Suite is a holistic Trengo alternative. It provides tailored support across various channels, including email, voice, chat, and social media.
Rated 4.3/5 on G2 and 4.4/5 on Capterra, Zendesk has earned the trust of numerous businesses. It’s priced competitively at $19/agent/month, delivering excellent value.
Not just limited to its primary features, Zendesk shines in promoting seamless customer communication and collaboration. It smoothly integrates with leading social platforms for prompt replies. Its straightforward setup, combined with an all-inclusive service package, positions it as a strong contender against Trengo.
Cons:
- Limited customization options
- May be difficult for new users to learn initially
- Poor technical support experiences
06. HubSpot Service Hub
HubSpot Service Hub offers a unified platform for customer service, consolidating your service data and channels for easier management of customer relationships. It boasts features such as a conversations dashboard, real-time chats, streamlined ticketing, interactive chatbots, and an extensive knowledge base.
Priced at an affordable $45/month, it not only ensures every customer interaction is accessible but also offers automation benefits like custom tokens and snippets. It’s an ideal choice for emerging businesses aiming to monitor every customer interaction closely.
Cons:
- Access to customer support is limited depending on the subscription plan
- More expensive than other customer service solutions
- Upgrading to a new plan can be very expensive, with significant jumps in pricing between plans
07. Help Scout
Help Scout streamlines customer interactions with its shared inbox, real-time chat, and knowledge base. It handles email support, facilitates team collaborations, automates tasks, and customizes chats efficiently.
At just $20/month, its value stands out. Users praise its intuitive interface, especially the powerful keyword search feature in the help guide. It integrates seamlessly with platforms like Infusionsoft and Trello. And if you encounter any issues, their customer support team jumps in to help immediately.
With its real-time chat and extensive knowledge base, Help Scout establishes itself as a top choice.
Cons:
- Limited customization options
- Fewer integrations than some users would like
- Expensive messaging feature
- Focused on email support, not suitable for businesses in need of multi-channel support
08. DelightChat
DelightChat integrates multiple communication channels like Email, WhatsApp, Facebook Messenger, and Instagram comments, and offers features such as automated replies, self-service widgets, and a help center.
While it has no review on G2, its WhatsApp Marketing + Helpdesk app is highly rated at 4.6/5 stars on the Shopify App Store. SoftwareSuggest recognizes it as a robust tool for eCommerce stores and a viable alternative to Trengo.
The product’s advantages include its simple and intuitive user interface and outstanding customer support, along with the ability to provide automated responses, reducing the need for extensive customer service interactions.
Cons:
- Relatively new with limited customer reviews
- Conversation-based pricing model may not be preferable for some users
- Bugs and difficulties in using the platform
09. Zoho Desk
With Zoho Desk, you can seamlessly manage tickets, contracts, and reports across multiple channels. Whether it’s through email, phone, chat, or social media, it centralizes your customer interactions. With ratings of 4.4/5 on G2 and 4.5/5 on Capterra, it stands as a commendable alternative to Trengo.
As a part of the Zoho Suite, Zoho Desk offers significant value. It’s not only highly customizable to fit platform requirements but also tracks essential customer behaviors for better anticipation of their needs. Moreover, its flexibility makes it suitable for diverse tasks, including handling digital marketing and creative inquiries.
Cons:
- Limited options for customization
- Overwhelming features for some users
- Higher price than some competitors like Helpwise
10. LiveAgent
LiveAgent offers a unified inbox by merging messages from various channels such as email, live chat, phone, and more. It features a ticketing system, live chat capability, an in-built call center, and a robust customer service portal. With ratings of 4.5/5 on G2 and 4.7/5 on Capterra, it stands as a strong alternative to Trengo.
The advantages of LiveAgent include a comprehensive solution for helpdesk, live chat, and ticket management. Its customer service is known for being highly responsive and supportive. The platform allows for a largely self-guided setup, and the clear separation of modules facilitates gradual utilization of the system.
Cons:
- User experience (UX) can be difficult, making setup and navigation frustrating
- Knowledge base aesthetics are unappealing, giving an outdated website feel
- Vast number of features can lead to a steep learning curve
Trengo alternatives: which one should you go for?
| Tool | Features | Pricing | Cons |
|---|---|---|---|
| Helpwise | Universal inbox, discussions, chatbots | $15/user/month | No desktop app, Fewer reviews on platforms like G2 and Trustpilot |
| Front | Shared inboxes, multi-channel communication | $19/seat/month | High cost, occasional sluggish load times and glitches, Reduced mobile features |
| Intercom | AI-driven chatbots, shared inboxes | $74/month | Pricing is high and unpredictable, Complex integration process, Additional features come at a steep price |
| Freshdesk | Automated workflows, knowledge bases | $15/agent/month | No SMS and Instagram integration, Limited customization options, Dashboard is difficult to configure |
| Zendesk | Email, voice, chat, social media support | $19/agent/month | Limited customization options, Difficult for new users to learn, Poor technical support experiences |
| HubSpot | Conversational chatbots, service tickets | $45/month | Limited access to customer support, More expensive than some alternatives, Significant price jumps when upgrading |
| Help Scout | Shared inbox, live chat, knowledge base | $20/month | Limited customization options, Fewer integrations, Expensive messaging feature |
| DelightChat | Multi-channel integration, automated replies | $49/month | Limited customer reviews, Conversation-based pricing model, Bugs and difficulties in using the platform |
| Zoho Desk | Manage tickets, contracts, reports | $18/user/month | Limited options for customization, Overwhelming features for some users, Higher price than some competitors |
| LiveAgent | Shared inbox, live chat, call center | $15/agent/month | UX challenges, unappealing knowledge base aesthetics, Steep learning curve due to vast features |
Based on the table, here are recommendations for various needs:
- SMBs: Opt for Helpwise, known for its intuitive design and budget-friendly rates.
- Large Corporations: Zendesk Support Suite is your pick, excelling in multi-channel management and integrations.
- Ecommerce: Choose DelightChat, renowned for its robust Shopify compatibility.
- Zoho Users: Zoho Desk is ideal, ensuring smooth integration with Zoho’s suite, provided it aligns with your budget.
- AI & Email-centric Businesses: Turn to Helpwise for its rich AI and email tools, encompassing a shared inbox, discussions, and chatbots.
- Overall: Weighing functionality, adaptability, and value, Helpwise stands out as the top contender, presenting itself as the prime Trengo alternative.
Getting started with Helpwise
Dive into Helpwise’s transformative journey, tailor-made for SMBs. With a universal inbox, discussions, chatbots, analytics, and AI, it’s designed to impress. As you grow, Helpwise evolves alongside, ensuring affordability.
Discover the power of a self-serve help center. Craft and share insightful guides for your SaaS or eCommerce venture. Personalize with extensive customization, optimize with auto-generated sitemaps, and enhance SEO. With a user-friendly text editor, create articles, embed visuals, and categorize related content. Plus, monitor article performance with dedicated reports.
Why wait? Join the Helpwise revolution. Start your free trial and elevate your customer service prowess!
FAQs
What are some alternatives to Trengo for managing customer communications?
There are several alternatives to Trengo, including Helpwise, Front, Intercom, Freshdesk, Zendesk Support Suite, and HubSpot Service Hub.
How do Trengo alternatives compare in terms of features and pricing?
Features and pricing for Trengo alternatives vary. For example, Helpwise costs between $15-50/user/month, while Front ranges from $19-229/seat/month. In terms of features, most platforms offer tools for communication management, automation, and analytics, though the specific offerings vary by provider.
Are there any Trengo alternatives that specialize in specific industries or use cases?
Yes, for example, DelightChat specializes in eCommerce due to its strong Shopify integration. Helpwise is well-suited for small to medium businesses due to its user-friendly interface and cost-effective pricing.
Can you integrate Trengo alternatives with other software or platforms?
Yes, most Trengo alternatives offer integration options with other platforms. For instance, Zoho Desk integrates seamlessly with other Zoho products, while Zendesk can integrate with various third-party tools.
What are some customer reviews and ratings of Trengo alternatives?
Ratings vary by platform. For example, Intercom has a 4.5/5 rating on G2. Reviews generally highlight the platforms’ ease of use, diverse features, and customer support, although some mention drawbacks like cost and customization limitations.
