Finally: a groovy app to support today’s customers.
Grasp (previously Casengo) enables SMEs to offer efficient customer service with a new communication technology: a commonsense combination of email and live chat.
Amsterdam, The Netherlands
Summary
It’s time to stop playing those cumbersome games of email ping-pong. Grasp, launching today, enables SMEs to offer efficient customer service with a new communication technology: hybrid messaging. This commonsense combination of email and live chat has been road-tested extensively by the Dutch branch of Takeaway.com, one of the world’s leaders in online food ordering. 'Our customers took to hybrid messaging right away. Grasp is really simple and user-friendly.’
A public beta version of world’s smarter customer support app will be released today. Grasp is what web shops and other small businesses have been waiting for since realizing that email tends to prolong resolution of enquiries and slow down response rates. The new cloud-based app, developed by an international team in Amsterdam, is unique in two ways.For one, Grasp (previously Casengo) introduces a new technique called hybrid messaging. By combining email with live chat, even the tiniest web shops can now deploy live chat to support their customers more efficiently: every email sent from the Grasp application includes a link to respond via chat if so desired, keeping the conversation flowing. Hybrid messaging allows less tech-savvy SMEs to benefit from live chat without having to install a chat widget on their website. By turning static emails into dynamic real-time chat conversations, we can all stop playing those cumbersome games of email ping-pong. It’s WhatsApp for Businesses! Secondly, Grasp allows its users to track cases easily across channels. The app automatically groups each customer query (a ‘case’) in a single timeline, regardless of the communication channels used by either customer or company. This means that whatever has been said through email or chat can be viewed in a single case history. This form of case management is common sense, really. It results in shorter response times, a higher first contact resolution and happier customers. Moreover, this new social customer support software is always free for the first agent.The Grasp application has been road-tested extensively by the Dutch branch of Takeaway.com, one of the world’s leaders in online food ordering. Almost 50 customer service representatives now work with Grasp, resolving well over 1.000 customer queries each week.
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Before using Grasp, it took us about six minutes to respond to each query; it now takes us hardly two. It surprised us how easily customers switched from email to chat. They took to hybrid messaging right away. It’s all really simple and user-friendly.
Our mission is simple: we want to keep enabling companies to more readily deliver the right answer at once. In this Twitter age, customers want a quick and satisfying answer. If the company can’t provide this, customers simply find another company that can. Grasp equips its users with the tools they need to exceed expectations in terms of customer support.
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About Grasp (previously Casengo)
Make conversations count.
Mensen komen voor je merk, en blijven vanwege je service. Zo simpel is het. Daarom zorgen wij ervoor dat klanten na elk contact je hele organisatie een high five willen geven! Vanuit ons kantoor in hartje Amsterdam werken wij dagelijks met een 13-koppig team aan ons vernieuwde customer conversations platform. Wij zijn Grasp! getgrasp.com/nl/
Customer conversations platform Grasp haalt je communicatielijntjes uit de knoop en maakt van al je contactmomenten één verhaal. Zo krijg je weer grip op je klantenservice.
Make conversations count.
People come for your brand, and stay for your service. It's as simple as that. That's why we make sure that after every contact, customers want to give your entire organisation a high five! From our office in the heart of Amsterdam, we work with a team of 13 people every day. We are Grasp! getgrasp.com
Customer conversations platform Grasp brings together multiple lines of communication and creates one story from all your contact moments. That’s how you regain control of your customer service.