Freshchat Reviews & Product Details

Make comments along with the tickets o requests

Lagging problems, I have to refresh the page so I can see the messages

Easy to get in context to help collaborators to solve problems

This software provides in the target market for sales teams, tools for customer assistance and marketing of companies including e-commerce. Its messaging functions are essential for sales teams that maintain a continuous participation of our clients, managing to talk with them within websites, mobile applications and social networks, through live chat. It helps us focus on a continuous, goal-oriented messaging experience. It offers tools such as campaigns, sales pot, built-in self-service, and intelligent call and message routing.

In the instance for mobile devices, the process of managing live chats is a bit tedious, since each element of it is separated, tending to make the process slower for those who are not agile or are simply new to using these tools, something that does not happen in the desktop option, so for us it is a potential software, and it helps us a lot thanks to its various online interaction functions.

We establish better strategies with which we get the answers to questions from visitors to be smarter, faster and more effective. We provide remote assistance through live chat, which makes this process very dynamic. We better manage the tasks of the departments, decongesting our activities and optimizing sales processes. We prepare a form that can be accessed without the need for a connection and we give pre-designed responses, for greater interaction speed.

I like its functions and the easy to use layout. Also, it has a great team of Customer Support.

Sometimes I do not get notifications on my system or on my phone (App). And they can add some more features followup. You can not mark a chat for next day followup which may cause a delay in response. So basically, for a small customer base, it is good and efficient.

I am solving customer queries and complaints. The biggest benefit is that even if I am not in my office or in front of my system I can still reply to each customer from the app.

This is an ideal messaging software for sales departments. It allows you to establish communication with potential customers on websites, mobile applications and social networks. It provides you with features like campaigns. Integrated self-service, intelligent routing of messages and bots. It has a very simple configuration, fast website integrations and its interface is organized and attractive that allows you to navigate without problems.

We have had a pleasant experience, with good results, however freshchat has presented some failures or errors, for example in the bot, it is a bit slow and sometimes does not respond at all, the mobile application should improve in some aspects and Compared to other platforms, this one is a bit expensive.

We use this platform to communicate with our old and old customers. It is also implemented by our customer service department since there is a section in freshchat that has frequently asked questions that allows our clients to answer each of the questions before contacting us directly. We have had a good workflow since it has been easy to use and configure, both in the application and on the web. It also provides us with a significant time saving since the bot interacts with the client to a certain extent that he feels that he can no longer help you and sends you directly to contact a person in our department. This allows us to customize many of the results. In general, it seems very stable, easy to use and complete.

It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to wherever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility in responses.

The ideal of maintaining active communication is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but we encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.

Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial harmony, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as well as satisfying our clients with the fast and agile service we offer them.

You will be able to maintain effective and stable communication with your entire work team, aware of the tasks, communicate with your family if you are traveling or simply to exchange ideas about a product of your company or business, as well as the tools are very complete and allow to do teamwork in order to do projects and work.

Constantly I get notifications that do not have much to do with what I am doing at the moment and I find it a bit annoying, it contains a limited number of message formats, and the sending of files and documents can be an annoying limit since it is a messaging system, should improve these characteristics.

It allows me and our entire team to always keep in touch with a stable and secure connection, in addition to chatting with our customers and improving our products thanks to their suggestions, for us this is very important, we like to hear what they have to say . For us it is the fundamental basis to provide them with a better service.

There are many things to love about Freshchat. The nice clean interface and so on. But these are the 3 top +++ from me 1. Awesome support and attention provided to get me migrated/started from intercom. Very solid support from Bala to help me get the Whatsapp API registered and set up with my account with Whatsapp. 2. Integrated Environment for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) all in 1 platform. Allow me to start my journey to create a proper Customer Engagement Platform for Xpressflower e-commerce website, its cafe and retails stores 3. Pricing - Does not charge by contacts! Now I can empower my team with customer information about their visits, tickets and interactions without having to archive/backup and remove.

There are some areas which 1. Internal Notes/Chat - Cannot @mention another colleague to bring a chat to his/her attention 2. My biggest feedback comes from the Campaigns Module (Maybe due to too much Intercom goodness :) the campaign module (extra $19 per month) lacks - triggering options (eg: cannot target from UTM parameters or from a source such as IP/Site) so campaign message can only target very basic option such as website URL - Cannot track Goals/Conversion (eg: cannot track if a person seen/interact/chatted with a campaign leads to a conversion). This is a very powerful marketing tool from Intercom 3. Event Tracking and Alert - Cannot inject events easily via GTM+Javascript easily compared to Intercom 4. WhatsApp Pro active sending - This interface is a bit clunky especially the setup/configuration of it. A simple way would be this app is an automatic functionality on main navigation + able to choose the template categories and templates easily without having to custom configure 1 by 1. I believe Freshchat will continue to invest R&D to enhance the features in the next few releases. And hopefully, i can revisit this review to give a full 5 star.

1. Cost effective Customer Engagment tool that does not charge by Contacts tier = Lower cost of ownership 2. Develop an Integrated Customer Engagement Platform for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) rapidly (without too much developer effort) + Cost-effectively = Enhance our digital capabilities quickly

It shows a large magin of accessibility and ease of work management thanks to the wide communication channels it offers, in this way, it is possible to connect with each potential client and know their purchasing possibilities, as well as the purchase interactions they may have. It has a variety of tools with which it is possible to do all my sales work without leaving anything to do, I like that every task I need to do at Freshsales is possible. Together with the CRM system we have managed to unify our team work where the pursuit of our main objectives will always be to create new sales and commercial ties with each of our clients. In other words, it contributes to monitoring and registering each user appropriately, as well as providing customer support, in this way ensure that your experience with our services is comprehensive.

It's possible that there are some failures in the follow-up of the information, sometimes it does not collect all the necessary data, which makes the preparation of reports much more cumbersome. It is necessary to take into account that you must have sufficient technical knowledge to know how to use the tools, otherwise you will not even be able to make it work. I also find some disagreements with the user interface of the mobile application, it is impractical and can even be a little slow and tedious.

It has allowd to automate the work and to do a quality sales management. Now we quickly reach the right potential customers, only those people who are highly interested in our product, in this way we minimize expenses and time invested in the search for new users. Taking into account potential customers, we have been able to establish contact with them and seek to always offer them our excellent service. Collaboration work has increased its effectiveness, due to various communication channels that link agreements and allow each sales project to progress progressively always uniting the participation of all members of the work team in my company.

My favorite thing about freshconnect is the doors it opens to collaboration and connection! Freshconnect provides fantastic ways to manage and track: time, invoices, and expenses paid. It allows everything in the office environment to feel unified between different departments. It is a pretty loaded software, so it takes time to grasp and understand.

There really isn't a lot to dislike when it comes to freshconnect! It really is time saving and functions fantastic. Of course, it is at a higher price point than most of it's competitors, but it is worth every penny!

I find myself always getting stuck in non-useful meetings, Freshconnect made it possible to get out of these time consuming meetings! Project development has become quicker and easier, and enables everyone to contribute ideas and strategies in a productive manner. Any form of better organized internal communication is always the best.

The channels to forward to customer. I like so much the new option of away experience, i was waiting this option, it´s like a the previous vertion of chat. In my concept FreshChat give the best cost-benefit. It´s a friendly option of customer and let it review the contents of help that reduce potentialy a new case if the informations it´s put in the articles of solutions. It´s so easy of configured. The agents can view all content. The agents can transfers the conversation if the roll of agent is the best to resolve to customer. The option to create automatically ticket in Freshdesk is fabulous, save more time and icrease the productivity.

My licence is basic, i don't pay for it because i bought Fresdesk before november 2017, and i don't have some features like a automation and reports (are more limited). I'm thinking in buy the next type of licence. The tittles of the widget is very hard to configured. In my case is necesary that i say to developers to change a subtittle in the widget. I need the Bot option, but this only work in English language. I need change the position of widget.

Let us increase the customer service when the phone lines are satured. In fact there are more customers that prefer the chat to telephone. The main benefits: with fews agents attend more customers.

It is very useful to have all the personnel and all the departments of a company connected since they can be easily updated. The environment may seem a bit loaded, but it is impressive as you spend time handling it and feel that everything is well organized, we can already have the right information at all times, even beyond the internal network of a company and be able to respond to customer requests . It also makes the departments are not dispersed within a company interchangeably if they are not in the same building. You can organize and notify and create collaborative environments of the projects, and tasks in general within the company which makes this software a great help

Requesting a demo sometimes takes time. The initial installation requires certain technical knowledge.

With Fresconnect we have found that you can simplify many processes and make a company's internal communication more fluid. Although it can be implemented in any business or small business, it is more recommended for those where the flow of information is very constant, numerous and dispersed, as it helps to organize and manage in the best way

This is really an excellent tool provided by fresh books. The UX/UI and also the clean interface makes it very clean for the team members to connect! Internal communication is so much better all thanks to fresh connect.

I personally hope fresh connect can improve and get better like fresh desk.

I was able to connect better with my clients, and with my team members. We were able to co ordinate in a better way.

Integrate easily with magento. Good support and has pricing plan for startup. Very light and fast.

I need more flexible settings for chat bots. For my plan, bots features is quite basic.

For now, Im still working and trying with freshchat, but from my point of view, it supposed to be a better upsell channel.

Technically: The bot integration has been really smooth until now. it has definitely given us a lot of leads and being a premium product, even a single lead adds a lot of value to the sales process Generally: The team has been very helpful with deploying everything

There have been times when random messages were sent out to users. But that's fine.

Leads are captured more efficiently and there is a better response time to customer queries now

1. Setting up the chat flows is very easy 2. They have integrations with most of the major tools in the market

1. Sometimes I face latency in getting support for my queries. 2. A better (2-way) integration with Freshdesk would be helpful

I was trying to use Freshchat to handle the chat-based customer support on our platform. Setting up chatbots and the live chat feature helped us address the queries of everyone who is visiting our platform.

It is easy to use and navigate through features. I also like its compatibility and learning skills.

Sometimes it doesn't understand the matter and meaning of questions

Freshchat helps me in research amd analysis of data I'm looking on internet for my organization research program.

It's relevant, understands inputs. Gives near to accurate answers.

Lag time. 2-3 seconds. However, it is understandable as it's AI

Reducing incoming volumes for humans.

The rephrase option is about the fresh chat

Unavailability issue and no time monitoring on breaks

User interaction made easy with multiple chat at a time

It is fast, user friendly, new features are there.

There is no chat delete or edit option, notification sounds will not work sometimes. No dashboard for all

There is no such option, which is benefiting. One feature is good, where we can see the customer reviews.

Bot flows and simple intregrations with different software. Able to set up FAQs Mobile UI on user side is good. Like the freedom it gives to customise

Improve your support quality and train your executive better in terms of product knowledge otherwise it difficult to explain or understand clients issue

Helping user to raise more chats quicker and helping decreasing the overall resolution time under 30 minutes User are able to talk to two different team at sams time