You’re probably on this blog because you're looking for Trengo alternatives that can automate complex business processes. While Trengo is a popular choice, it might not be the best fit for all businesses. In this blog post, we'll introduce you to respond.io, a powerful Trengo alternative built to help businesses enhance customer communication.
Trengo Alternative: Trengo vs respond.io
Trengo and respond.io are similar in many ways as they offer businesses tools to manage customer interactions across multiple channels.
They allow you to centralize all your business communication channels into a single omnichannel inbox and offer features like automation, internal collaboration tools and analytics to help businesses streamline their communication processes and make data-driven decisions.
However, they were built with different businesses in mind. Trengo is designed for small businesses with simple business processes, while respond.io is created for larger businesses with complex needs and processes.
Since you may already know what Trengo has to offer, let's discover why respond.io better fits your business.
Trengo Alternative: Is respond.io a Better Fit for Your Business?
Respond.io is a customer conversation management software that aims to help businesses enhance the customer experience through messaging.
It has successfully helped businesses worldwide increase productivity, gain more qualified leads, improve sales conversions and achieve a high degree of customer satisfaction. That said, let's look at how businesses can achieve success on respond.io.
Centralize All Messaging Channels for Seamless Customer Interactions
Connecting all key communication channels in one place saves you the trouble of juggling multiple platforms to reply to customers. Most importantly, you’ll need tools to prevent siloed conversations across these channels and deliver a great customer experience.
Connect WhatsApp, Google Business Messages and More in One Place
Respond.io allows you to connect all the popular messaging channels your customers prefer while supporting their native channel features like sending voice messages, emojis and more.
You can connect WhatsApp, Facebook Messenger and Google Business Messages along with traditional channels like email and SMS. It even supports LINE and Viber, which are not available on Trengo.
Besides connecting multiple channels, you can also connect multiple channel accounts to respond.io. If you have individual WhatsApp accounts or numbers for each branch or outlet, this allows you to respond to all messages from one place.
Integrate Custom Channels like In-app Chat, Chats from E-commerce Platforms and more
If your company has its own messaging app or uses an e-commerce platform’s native inbox like Lazada chat inbox to communicate with customers frequently, you can integrate them on respond.io.
Respond.io’s custom channels integration allows you to connect any channel with an open API to the platform. This way you can have both popular and business-specific messaging channels in one place.
Merge Conversations from Email, WhatsApp and Other Channels in a Single Thread
Customers expect a true omnichannel experience from businesses, and the best way to achieve this is by avoiding siloed conversations. With respond.io, businesses can merge conversations from different channels in a single thread for a unified customer profile.
If a customer has previously emailed you but decided to message you on WhatsApp next, you can merge the conversations to get context easily. You can’t do this on Trengo as it only supports conversation merges from the same channels.
Now that you understand respond.io’s capability in offering an omnichannel experience, let's look at how to handle inbound conversations.
Auto Assign Inbound Conversations to Agents Quickly
Automating conversations becomes necessary for businesses that receive more messages than they can handle. However, customers still prefer engaging with human agents to resolve complex issues.
Businesses can combine strategies such as automated messages and human agent support by auto-assigning customers to agents quickly based on their needs. For this to work well, businesses need a platform with powerful automation capabilities, which we will discuss below.
Streamline Processes in One Visual Workflow Automation Builder
Unlike Trengo which has complicated automation setup processes, respond.io’s Workflow automation builder gives you one visual Workflow to automate complex business processes.
You can plan, design, and implement your workflow from A to Z with any amount of complexity in one space. This includes automating FAQs, pre-chat surveys, chat routing and many more from scratch or via templates.
Now that you know how repond.io automation works, let’s look at one of most the critical components of improving customer satisfaction: Auto assigning conversations to agents quickly.
Before we start, note that with Trengo, you can only assign conversations manually or using round-robin auto-assignment.
Assign New Conversations Equally Among Agents or to Agents with the Least Conversations Open
Businesses can automatically assign new conversations in two ways: Round-robin for equal workload distribution or by assigning them to agents with the least conversations open.
Round-robin assignment is great for the sales team as it ensures an equal distribution of leads among all team members. This gives sales agents a fair chance of converting leads to customers and earning their commissions.
Assigning agents with the fewest open conversations is a good way to improve the customer experience. This enables customers to connect with available agents quickly and reduces wait times, resulting in faster responses and resolutions.
Assign Returning Customers to the Previous Agent in Charge of Their Case
Businesses can assign new customers to new agents and route existing customers with a history of interactions to the previous agent in charge of their case.
This way agents can build a stronger relationship with customers and develop a deeper understanding of their needs and preferences. As a result, customers can get a more personalized and effective support experience.
Assign High-Value Leads and Customers to a Dedicated Agent
High-value customers are important as they contribute substantially to a business's revenue. With dedicated agent assignments, high-priority leads and customers will have a primary point of contact for all their needs.
The agent will work closely with the customer to understand their goals or desires and provide personalized guidance and support to help achieve them. Next, we’ll look at how respond.io benefits customer-facing teams.
Automate and Execute Complicated Manual Tasks with a Click
Managers can automate complicated tasks like shift transfers, case escalation and more, and allow agents to launch them with a click while talking to customers. This allows agents to focus on providing high-quality assistance to customers.
Additionally, managers can achieve peace of mind with streamlined workflows and minimized risk of human error. Note that automating and executing complicated manual tasks with a single click is not possible on Trengo.
Transfer Conversations to The Next Shift Easily
Let’s say your shift ends in 5 minutes but you have a handful of unresolved conversations. You either have to resolve all of them before ending your shift or internally communicate each conversation's context to your team and manually assign them.
With respond.io, shift transfers are effortless! Before a shift ends, agents simply need to click a button, fill in a handover form to provide context and let automation assign the conversation to the next agent.
Escalate Complex Cases to Colleagues or Superiors Quickly
The same process works for case escalation. If a case is too complex for a Level 1 support agent to solve, the agent can simply click a button to escalate the case to a Level 2 support agent.
You can even escalate the case to external platforms like Slack or other CRMs to get help or insights from other colleagues.
Create Deals and Tickets, Retrieve Contact Information and More on External Platforms
If you’re a large business, you probably use data enrichment platforms like Clearbit to store customer information or CRMs like Hubspot, Zendesk and Salesforce.
Regardless of the software stack you have, respond.io’s flexible integration allows you to exchange information on external platforms. You can retrieve and update customer information, create deals and tickets in external CRMs and more with one click.
Send Promotional Messages on Multiple Channels
Having the option to broadcast promotional messages on multiple channels allows businesses to engage with customers through various touchpoints, ultimately leading to higher sales and revenue.
However, Trengo only supports broadcasts on two channels, WhatsApp and SMS. That said, let's look at respond.io promotional messaging capabilities.
Broadcast on WhatsApp, Facebook Messenger, LINE and More
Respond.io’s Broadcast Module supports multiple channels including SMS, WhatsApp, Facebook Messenger, Telegram, LINE and Viber.
You can personalize, schedule and send broadcast messages to target audiences on the channels customers are most active, tailor messages to each channel's unique features and audience, and create a more integrated and cohesive marketing strategy.
Get Marketing Performance Insights with Broadcast Analytics
To measure the results of your marketing campaigns, you can get insights and data to help improve your next campaign's strategy and effectiveness.
By analyzing the performance of previous campaigns, businesses can identify what worked well and what didn't, understand their audience's behavior and preferences, and optimize their messaging, targeting and channels accordingly.
Trigger Promotional Messages from Customer Actions on External Platforms
Businesses can trigger promotional messages on respond.io based on customer actions on external platforms like Shopify. For example, you can send a targeted abandoned cart message to a customer who has added items to their cart but failed to complete the purchase.
The message can include a discount or other incentive to encourage customers to return to the site and complete their purchase. Customers can select pre-determined reply buttons or send a response and be connected to an agent automatically.
This way, customers can easily get what they want, enhancing the customer experience and satisfaction. Now that you know how respond.io improves business communication, let's explore the benefits of a reliable platform.
Achieve Great Success with a Reliable Platform and Customer Support
Reliability and excellent customer support from solution providers like Trengo and respond.io are important because companies use these platforms to run their businesses and communicate with customers.
Trengo's support is limited from Monday to Friday, 9 am to 5.30 pm Central European Time, so businesses cannot reach them when there are critical issues outside these hours. In contrast, respond.io provides superior reliability and support. Let's explore how.
Robust Platform Stability for Consistent Operations
Having a reliable platform is crucial for maintaining consistent operations especially when businesses rely on a platform for customer communication.
Because respond.io is built to handle high volumes of messages without downtime, rest assured that your operations will remain uninterrupted. So, you can focus on making your customers happy by tending to customers’ queries and issues promptly.
Get Speedy Assistance with 24/5 Conversational Support
Get the customer support you need when you need it with respond.io. Our support team is available 24 hours Monday to Friday and offers support in multiple languages, including English, Spanish, Chinese, and Arabic.
You can get general assistance with navigating the platform, as well as help with billing issues, troubleshooting bugs and more. Our comprehensive support efficiently resolves any issues you encounter, enabling you to focus on growing your business.
Get Dedicated Support from a Customer Success Manager
Enterprises with complex needs can work with a customer success manager to get the most out of the platform. They specialize in providing personalized support for planning and setting up workflows, integrating your platform with third-party tools through webhooks and APIs, and more.
With a dedicated customer success manager aboard, you’ll learn the true potential of the platform and leverage it to achieve success like many of our customers. Now that you know what respond.io has to offer, let's compare which pricing plan gives you maximum value.
The Best Solution for Maximum Value
Plans and pricing are some of the most important factors businesses look at before deciding to use a product. This section will compare Trengo and respond.io’s cheapest plans to help you decide which platform provides the best value.
Entry-Level Plans: Respond.io vs Trengo
Although respond.io is built for larger businesses, it is more cost-effective compared to Trengo. Respond.io's $79 Team plan, which allows for up to 10 users, is $11 cheaper and has double the number of users seats than Trengo's $90 plan, which only allows for up to 5 users.
In terms of channel availability, Trengo does not support LINE and Viber, and WhatsApp is unavailable on their cheapest plan. Additionally, you can only connect up to 5 channels on Trengo, whereas the respond.io Team plan offers every popular messaging channel.
Trengo’s broadcast capabilities are limited to SMS and WhatsApp and are only available on higher plans, while respond.io supports broadcasts on six channels.
Trengo’s automation is rule-based whereas respond.io’s Workflow automation builder gives you no-code to low-code automation that’s flexible enough to adapt to your business processes regardless of the complexity.
Trengo's Grow plan only equips you with 10 automation rules. In comparison, respond.io provides 5 Workflows with 100 automation steps per Workflow in the Team plan, giving you 50x more automation steps.
While respond.io Workflows lets you automate conversations for free, you need to purchase a flowbot add-on to automate conversations on Trengo. Plus, Trengo imposes additional fees for automated conversations. The fees range from $54 for 1-1,000 conversations to $542 for 110,001-25,000 conversations.
Lastly, basic features on respond.io like quick replies and contact import are only available for higher plans in Trengo. Next, we’ll look at how friendly the plans are for fast-growing businesses.
Value-filled Plan for Fast-growing Businesses
Trengo’s plans are designed to make customers upgrade to a more expensive plan or pay extra fees for automated conversations.
You can only use the Grow plan if you have a team of 5 and need to upgrade to their $150 Scale plan if you want access to basic capabilities like connecting WhatsApp, quick replies, more than 10 automation rules and more.
Respond.io offers comprehensive plans that cater to the needs of mid to large businesses and fast-growing enterprises, allowing for easy scalability. Additionally, we provide custom plans that can be tailored to your specific business requirements.
Now that you know how respond.io and Trengo pricing works, let's look at why respond.io is for you.
Trengo Alternative: Why respond.io?
Trengo supports voice channels and has some similar features like conversation reports and internal collaboration tools like tagging colleagues and leaving comments for context. However, the platform is only sufficient for small businesses with simple business processes.
Respond.io is one of the most versatile customer conversation management software in the market. It supports the highest number of channels. Its flexible Workflow automation and integrations allow businesses to set up all the processes they want to automate in one place.
Most importantly, respond.io's high uptime can meet the demand of larger businesses that receive high volumes of messages. It provides free high-quality support 24/5 to help customers whenever they need it while Enterprise users have a dedicated customer success manager.
With all this in hand, businesses can create better customer experiences and build customer loyalty to increase their revenue.
If you’re considering migrating from Trengo to respond.io, contact our support team for the migration steps. You can migrate all your channels to respond.io including WhatsApp API users while keeping the same WhatsApp API number.
Are you ready to get started with respond.io? Sign up for a 14-day free trial and experience powerful automation like no other platform!
Want to learn more about respond.io? Here are some readings that might interest you.