20,000 happy customers later, Grasp (previously Casengo) launches out of beta
New customer support software increases online conversion up to 60%
Amsterdam, the Netherlands
Summary
Grasp (previously Casengo), all-in-one customer support software that seamlessly blends the best of email and live chat, officially launches today. Since moving into public beta two months ago, over 20,000 customers have received email, chat and Twitter support powered by the Grasp application.
Without active sales, marketing or external funding, the Amsterdam startup now welcomes over 10 new signups a day. By the end of 2013, Grasp expects its users to have supported 2 million happy customers. Most signups are webshops and small to medium-sized companies eager to give each potential customer a fast, personal response at his or her convenience. They have reported an online conversion increase of up to 60% and a decrease in response times by 300%.According to founder Floris van der Veen, the product strikes a chord because of the hybrid messaging functionality that makes Grasp stand out from similar software. “We go further than just combining channels: Grasp actually enables companies and their customers to switch from email to live chat within the same support session. No more time-consuming games of email ping-pong. Get to right the point and exceed expectations.”The usability of the software and its attractive pricing - first user license always free, next licence only €39 a month - is enticing companies away from other well-known ticketing and support software solutions. Users can get up and running within 2 minutes.Today's launch is combined with a new product release, of which the addition of phone call management is the most noteworthy. All chat, email, social media and phone conversations are logged in Grasp’s universal inbox for an overview of support requests and customer history Accessibility was the key focus for this release, which includes plugins for popular CMS tools Wordpress, Drupal and Magento. An Android and an iOS app will be available before Christmas. Future product development will include full integration with social media, telephony and third-party applications. “Based on the uptake and customer feedback, we see a big demand for enterprise class CRM technology made specifically for SMEs,” says Floris. “And we meet this demand. It’s that simple.”
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"Based on the uptake and customer feedback, we see a big demand for enterprise class CRM technology made specifically for SMEs. And we meet this demand. It’s that simple.”
“We go further than just combining channels: Grasp actually enables companies and their customers to switch from email to live chat within the same support session. No more time-consuming games of email ping-pong. Get to right the point and exceed expectations.”
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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.