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Cloudkibo / KiboPush

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Review and product analysis of Trengo for Laam.pk #10877

Open sojharo opened 3 years ago

sojharo commented 3 years ago

Before we go to Laam.pk, we need to understand the following product they are using for their customer support. It is a kind of inbox which integrates whatsapp, sms and all other platforms at one place.

https://trengo.com/en

sojharo commented 3 years ago

I have looked into Trengo and it is a multi channel customer support software.

It gives consolidated inbox for whatsapp, email, live chat (their own), messenger, voice, instagram, telegram, wechat and others.

We can create workflows to automatically assign conversations to the right team, add labels, send automatic replies. They have option build no-code chatbots with our drag & drop builder and automate conversations via all channels.

They have options so that conversations can be easily assigned to the right team or user. If any agent needs help in resolving customer issue, then by tagging a colleague, he can leave internal comments and easily collaborate with other admins to solve a problem.

They are trying to reduce reduce waiting times and support tickets by creating a self-service help center where customers can find the answers themselves which appears on their live chat.

They are not Whatsapp providers and will connect their customers to official whatsapp providers to get whatsapp business api for their customers. Then they provide live chat support and whatsapp chatbots as well.

They have widgets to add whatsapp to the website so that customer can go to their whatsapp from website.

They also have option of auto-replies admins can set which will go after business hours to customers.

They have a live chat widget where admins can customize the chat, change colors, add their own logo, change the placement, and activate the pre-chat form to collect visitor details before they start a chat. Their live chat widget also supports screen sharing (it maybe via webrtc)

Their single chatbot can be deployed on many channels i.e. whatsapp, messenger etc. The chatbot creation is drag n drop like flow UI. They can setup the time when the bot should be active.

They have internal team inbox as well (omni channel) where team members can collaborate with each other. It is just like slack and team members can share customer tickets with each other there and ask about help from other team members on certain customer query.

sojharo commented 3 years ago

I have requested a demo from them and they will reply to me on email when they schedule it.

sojharo commented 3 years ago

I have listed down questions for Trengo demo. Please let me know if we can more to these. Other things will be clear from their demo as well.

  1. Is it possible to identify same customer coming from different channels i.e. same customer coming from whatsapp and messenger.
  2. Can we sell products from a shopify store using a chatbot? What type of features a commerce chatbot has?
  3. Can we send email directly from Trengo to our customers? Do we need to connect email service such as mailchimp?
  4. What are the WhatsApp providers? Do we need to sign up with Twilio separately?

If they ask about business, we can say we are a chatbot agency or a commerce shop.

sojharo commented 3 years ago

I also tried their customer support but it is just chatbot and was not giving answers to above questions properly.

jekram commented 3 years ago

Have you requested a demo?

sojharo commented 3 years ago

Yes. I have requested a demo but have not received any response from them