Grasp adds WhatsApp to customer service software

Dutch start-up is first ever multichannel platform to integrate WhatsApp

Amsterdam, the Netherlands


Dutch customer service software provider Grasp (previously Casengo) presents the world’s first multichannel platform with a WhatsApp integration. The prototype, the result of a 24-hour “hackathon”, will be rolled out over the next couple of weeks.

The R&D team had 24 hours to prove that WhatsApp could successfully be added to Grasp's customer service platform, which already helps businesses to easily manage emails, chat messages and social media posts. This short hack movie on YouTube shows the proof they pulled it off. ‘We analysed the WhatsApp protocol and managed to send the messages to Grasp and back again,’ Grasp founder Floris van der Veen explains. ‘We’re now using the prototype internally and it’s working fine.’

Customer service through WhatsApp is hot and happening, especially in Europe. Quite a few European companies are now using WhatsApp to help out their customers. They love to know that they’re displayed on their customers’ contact lists, ready to help out whenever they’re needed. 

WhatsApp, however, does not offer a public API, which makes it hard for businesses to use WhatsApp as a workable service channel. Grasp (previously Casengo) is currently the only multichannel helpdesk system to integrate WhatsApp.

WhatsApp in Europe

WhatsApp has 700 million active users worldwide, with 380 million in Europe. Of all Europeans who use an instant messaging service, more than 60% use WhatsApp regularly. The service is less popular in the United States: 11% of all mobile users use WhatsApp regularly. ‘Grasp focuses on Europe, so the WhatsApp integration is a logical step for us,’ Mr van der Veen says. ‘We want our customers to be where their customers are: on WhatsApp.’

WhatsApp for Grasp

Grasp Enterprise and trial users will be able to manage WhatsApp conversations just as easily as emails, chat messages and social media posts. They will be able to prioritize, assign conversations to team members, view the customer’s history and use macros to respond quickly. This boosts both productivity and conversion. The integration will be rolled out over the next couple of weeks.

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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!

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!

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.