Freshchat Reviews & Product Details

- ease of use - multi channel platform integration available - ease of implementation

Limited function on blocking spam message

we are mainly use the whatsapp integration function, which convenient our company to provide chat support to our customer

The web app interface is very user interactive & easy to understand.

The icons are kind of confusing but I do not dislike it .

All the user that use our tools face issue while processing an application , they raise the issue over freshchat & we get notified immediately & assit them in resolving the query. Thus the end user i.e the client get timely resolution & that helps us in maintaining customer satisfaction.

Freshchat really makes our lives easier, we have everything in the same place: Whatsapp, platform chat, messenger, reports, and analytics. It is amazing that I can easily navigate.

Mostly what I dislike are the Whatsapp restrictions, not being able to start a normal conversation without templates is a bit frustrating. Also, the custom bot took a lot of work and it is still not initiating the conversations at all times. And that it does not support Arabic.

Our customers are very happy that they can find a window to chat with us when they get frustrated or have any issues using our platform. Also, it is an easy way to link them to all the FAQs and/or engage them to book their demos/ training sessions.

I love how the chat portal looks it's not too busy and effortless to interact with.

After ending a chat it would be nice if the system could give you some closing questions so the old conversations can be more organized.

It helps keep the phone queue down and you can support multiply customers at times using chat

It helps to prevent me from jumping between many tabs to complete my workflow, but instead centralises many things on one platform.

The frequency that bugs and technical issues happen.

It simplifies the working experience, instead of managing and monitoring individual apps and platforms.

We are writing with riders and the chat is working very well, sometimes there are some issues like lagging bugs, but its enough good to work with freshchat : - )

Sometimes its lagging and slow, i dont know if its because of my internet, but there is no other thing to complain, its a good chat portal for me and my colleagues :)

it was very slow, but the new update fixed everything. the new colour is good as well, so thats it thank you for asking and thank you gor inviting for the survey :)

The reply template helps us reply quicker and make our new agents can start work earlier. Also, the data analysis feature help me to know how to check whether our service is good or not.

It doesn't work with WeChat (business version). We are a Chinese company, and many our customers in APAC prefer use WeChat, the chinses ticket system can integrate with wechat better. Also, we buy message last year, but chatbot is hard to use, we got many issues with it.

Different agents can work together to solve a customer issues. In the past, each of our customers has one specific engineer, it makes many troubles when someone have holiday or leave.

There are filters for different country persons.

It went turn off if you don't use it for 15 min

we were managing the clients of FoodPanda riders to help them and facilitate to get customers smoothly

Interface and automations, analytics and report tools

The limit of the informations that we can extract, for example conversations number, labels, custom fields The MUV system

We allow all users that do not want to call to contact us easily and directly. We manage with this new contact channel to reduce incoming calls volume

Implementing the plugin was so quick, within one day we were able to set up our chat support team. The basic plan itself have many features for a small organisation. We use fresh desk also to track customer tickets the integration with fresh desk helps us to manage our entire support operations efficiently and able to generate all require reports regarding support operations in a flash. Saves so much of time, also leaving many customer satisfied with prompt support.

At times, the desktop notification fails to popup; Not sure if it's a bug or something. due to this the agents do miss some pings at times. We need to take it to the customer support. but it's not a trivial problem in managing the support workload.

Better visibility on how much support calls comes to team, reporting of the same to management was easy and clear. Billing for customer support became easy for us.

Have been using this service for more than 2 years now, and its easy to set up and efficient to use. Works like promised.

Mobile support for Agents is missing and which is fairly important today.

Live Customer Chat on our Android Application predominantly for customer support.

I like how easy it is to chat through this with colleagues. The features are awesome.

I don't dislike anything, but there are plenty of chat programs out there. We have recently switched to this one at work.

Quick communication with other colleagues from other areas within our department and even out of state partners.

Things I like about Freshchat: Not too many columns and features to memorize to be able to use it. Integration to Freshdesk to create additional tickets. Customers cannot see when the agents are typing Separations between my canned answers and company canned answers

The notification system is not as smooth as I want, especially if I'm not on the page/tab. There are no options for agents to edit, recall or delete a sent message, even if we've made a mistake.

Our customer success team needed a platform for our customers to live chat with a CS agent. Since we already use Freshdesk.com for our customer ticketing system, Freshchat works well for us since we can escalate issues or follow up afterwards.

Simple design and easy to follow up with clients on chats. Support agents on Freshcha are quick to responce and helpful.

There seem to be no function to export full chats that our agents had for quality control and this would be helpful to have it in Reporting function. It has been difficulet for me to contact our Account Manager to discuss monthly/annual cost, which was a very important/ sensitive matter for me, as he seemed to have been traveling - it would have been better if they had someone else covering his work during his absence.

Freshchat has not had issues technically so fat so it has been a stable service. Easy to understand chat service and it helped our productivity.

Using the Outbound Campaign Feature of the product. Good to see Inbound Contact Center and Collaboration/Messagaing capabilities in the out of the box product

It would be helpful to have examples of usage in different verticals to get someone organized initially. The details may be there in the user guides and online help.

Use the Outbound Campaign capabilities for student outreach

The best thing about Freshdesk messaging is the easy of imlementation and availablity for bot flows. Then the assignment rules come in really handy and high level reporting too is easy to contemplate and use.

Primary use cases sometimes need an advanced automation plugin to be used, and one needs to write logic there. The problem with that arises as it is not as user friends as its other native features are, and also, there is a lot of abstract logic which one needs to understand while writing logic. And this needs constant support from product experts from support.

We are reducing incoming calls to the customer service team. Also, we can use bot flows to route customer chats to requires teams effectively. Able to answer frequently asked questions without agent intervention.

So far, Freshchat has been easy to install, and their customer service, though slow at times, has been informative.

Sometimes things are unclear in terms of the initial setup, which was a bit frustrating, but once I got in touch with their customer support, they were able to point me in the right direction for several articles that explained what I needed.

Freshchat has already allowed us some leads directly from our website and allows us to answer questions as quickly as possible, vs. email. It's proving worth it just in the couple of weeks we've had it installed, giving us leads on a few products.

We very much like the FAQ feature of the chat, as well as the fact that it can be integrated with other Freshworks products, making it so much easier to provide customer service. We also very much like the triggers and the nice text formatting we can apply to the messages we send.

We feel there should be a few more options for customization. Specifically, we feel that the bot function, which is very useful, should provide separate options for offline and online which go beyond which messages are sent. Namely, we'd like to be able to turn off the bot when our agents are online, or at least decide to ask more questions when offline and fewer questions when online. Also, it would be great for the bot to support translations. Moreover, color customization is a bit limited, not allowing users to select the font size or color (which is a problem when the text color matches a background color, making text not visible).

We recently move to Freshchat from another chat service, specifically for the reason that it can be integrated with Freshdesk and Freshcaller. This allows us to provide better customer service, having all customer info at hand during any contact we have, whether email, chat or phone. We also decided on Freshchat for the excellent trigger feature.

I like the design of the user interface, the ability to set up an FAQ tab and the ability to set triggered messages

I wish we had the ability to see and proactively engage with visitors on the site, rather than relying on them engaging with automated messages.

The service allows us to connect with the customer and provide excellent customer service.

The UI is great to use and watch. It seems so vibrant and is quite responsive

The Bots and campaigns don't work properly. The campaigns don't work exactly as they are configured and even the Technical support couldn't fix the issue.

Freshchat along with a suite of tools from Freshworks allows a tight integration for all around coverage