Trengo Review

By Joren Wouters Updated on

Trengo

Trengo is customer service software that allows you to chat with your customer via live chat and chatbots. With their software, you can see all the messages of your customers in one inbox.

But is this chatbot software worth it to buy? Let’s find out!

User Interface

If you log in with Trengo, you first see an overview of all your chats through different channels:

trengo-dashboard

When you are going to create your chatbot flows, Trengo makes use of a kind of structured builder that allows you to set the chatbot elements:

trengo-interface

Moreover, you can directly test these chatbot flows within the Trengo interface:

trengo-test-chatbot

In general, Trengo has an easy-to-use interface and it is pretty easy to set up your chatbot.

The only drawback is that they don’t provide a Visual Flow Builder, which could be useful for the more visually oriented chatbot developers.

  • Visual Flow Builder
  • Test chatbot
  • Interface easy to use?
  • Easy to setup a chatbot?

Chatbot elements

Trengo provides enough chatbot elements to create your chatbot flows.

They do lack some elements (such as Galleries and a Persistent Menu), but they still offer enough elements to build a good chatbot!

  • Delays
  • Images
  • Video
  • Audio
  • Attachments
  • Gallery (Horizontal list)
  • Vertical list
  • Emojis
  • Persistent Menu
  • Quick Replies
  • Buttons
  • Free text input
  • Location sharing
  • Email validation
  • Phone number validation
  • Date validation

Users

Unfortunately, it is not possible to see all the users that talked with your chatbot in one overview.

But it is possible to see all the chats in one overview and the information per user (on the right):

trengo-chats

Also, with Trengo, you can add custom fields and tags to your users.

  • Custom fields
  • Tags
  • User segments

Messages

Unfortunately, it is not possible to send broadcasts or sequences with Trengo. Also, it is not possible to use any conditions in your chatbot flows.

On the other hand, Trengo does allow you to create a chatbot in multiple languages. And with Trengo, it is extremely easy to translate your chatbot flows to different languages:

trengo-languages

  • Broadcasts
  • Sequences
  • Conditions
  • Multiple languages
  • Easy to translate

AI & NLP

Trengo doesn’t provide any built-in AI capabilities. But they do have a native integration with DialogFlow, which allows you to use Google’s AI in your chatbot.

With this integration, you can recognize keywords, understand the intent of the user and use entities.

And the best part of this integration is that you don’t need to go to DialogFlow for it, you can just edit everything right from the Trengo interface:

trengo-ai

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

With Trengo, it is possible to put your chatbot on 8 different channels:

  • Website
  • Facebook Messenger
  • WhatsApp
  • Telegram
  • WeChat
  • Twitter
  • SMS
  • Voice

Moreover, Trengo can also handle the direct messages of your Instagram account (with their live chat) and you can send emails to your customer directly from Trengo.

In addition to all these channels, you can also create a complete helpdesk inside Trengo:

trengo-help-center

So in total, Trengo offers 10 different channels + a helpdesk feature. That’s a lot.

  • Website
  • Facebook
  • SMS
  • Slack
  • Whatsapp
  • Telegram
  • Skype
  • Email

Integrations

Trengo has a built-in live chat, which is the most important integration of any chatbot software.

Moreover, they provide a Zapier integration, so it is possible to connect with almost any other software in the world.

What I also like about Trengo is that they have a Surfly integration, which allows your customers to directly share their screen with one of your live chat agents.

Also, you can use Trengo’s open API to create your own webhooks.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

The marketing possibilities of Trengo are really limited.

But, they do have one of the best native website widgets I have ever seen:

trengo-website-widget

With Trengo’s native website widget, your customer can choose the channel he/she wants to communicate over. With most other chatbot software, there is just one channel for the website widget: the website. But with Trengo, your customer can choose between all the different channels you offer as a company.

Moreover, you can also set a different website greeting per page:

trengo-website-greeting

  • Facebook website widget
  • Native website widget
  • Landing pages
  • Facebook Ads
  • Facebook comments auto-reply
  • Button creator
  • Custom URLs for your chatbot

Pricing

Because Trengo was originally live chat software, the monthly price you pay is based on the number of live chat agents:

trengo-pricing

Moreover, Trengo provides two different chatbot features (in terms of pricing): Chatbots and Flow Bots.

The Chatbots feature is automated questions answering, and the Flow Bots feature is the creation of your own chatbot flows.

If you want to have the Flow Bots feature, you must at least have the Grow plan (€15 per live chat agent) + an additional fee of €49 per month. With this plan, you can create one flow bot and put your chat on 5 different channels.

If you also want the automated question answering (Chatbots feature), then you need to have the Scale plan (€25 per live chat agent) + an additional fee of €49 per month for Flow Bots. With this plan, you can create 10 flow bots and put your chatbot on 10 different channels.

Besides, if you want to use the WhatsApp channel, you must pay a fee of €45 per month for unlimited messages.

So is this pricing reasonable? In my opinion, yes. But it could be a bit expensive if you are a small company with not many customers yet.

On the other hand, if you don’t have many live chat agents and you do send a lot of messages through your chatbot, the pricing of your chatbot is extremely cheap. With most other chatbot software, you pay based on the number of messages you sent, but with Trengo, you pay for the number of live chat agents.

So, it depends 😉

  • Free trial
  • Free plan
  • Price per month
    64
  • Monthly pricing available?
  • Money back guarantee

Analytics

The analytics of Trengo are a bit minimal. As said before, Trengo started out as a live chat company and therefore mainly provides analytics related to tickets:

trengo-statistics

But there are no analytics about the chatbot or the specific flows you’ve created.

The only thing you can analyze is the user input that the chatbot didn’t understand. So this allows you to improve the answers of your chatbot, which is really useful if you are using your chatbot for customer service.

  • Dashboard
  • User input
  • User retention
  • Sent messages
  • Open rate
  • Click rate
  • Conversion rate
  • Fall back rate
  • Volunteer users
  • Custom dashboards/reports

eCommerce

Trengo provides direct integrations with Shopify and WooCommerce. With this integration, you can easily find the latest order of a customer inside Trengo.

  • Payments
  • Shopify
  • WooCommerce
  • Buy directly within the chatbot
  • Cart abandonment

Templates & Cloning

Trengo does not provide any templates that you can use to set up your chatbot.

On the other hand, it is possible to duplicate your chatbot flows and chatbot elements, so that you can easily reuse them.

  • Templates
    0
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

Unfortunately, it not possible to do any optimization with Trengo, such as A/B testing.

  • A/B Testing

Support

Trengo has an extensive knowledge base with over 200 articles in which they explain how you can use their software.

Moreover, they provide customer support via email and live chat.

  • Tutorials
  • Documentation
  • Customer support

Conclusion

So, would I use Trengo to build my chatbots?

Yes, I would.

Trengo is extremely suitable for omnichannel customer service with chatbots. With Trengo, you can put your chatbot on 10 different channels and serve customers in multiple languages. By using their Dialogflow integration, you can use Google AI’s to make your chatbot smarter. Also, Trengo has a built-in live chat and one of the best native website widget I’ve ever seen.

Click here to go to Trengo

Leave a Reply