Freshchat Reviews & Product Details

The bot is extremley helpful with new sign ups to our platform

sometimes the chat glitches and messages don't send or don't come through

Allowing customers to get answers from bot rather than talking to live agent

Freshchat seamless integration with the homepage is one the best tool for a startup to clarify queries quickly. Integrating with Freddy AI reduced the tickets up to 30%

Integrations, it is not very easy to integrate with other tools, than Freshworks' ecosystem. Even if it allows, it's painful to get the full experience. UX looks like, it's from early 2010s.

It is like any chatbot, the problem solving is simpler with its brilliant AI layer on top of the chat. It resolved tickets quicker than traditional chat queries!

I use Freshchat to interact more easily and quickly with clients and potential clients that I contact through social media management through digital marketing. I can increase the flow of clients and implement the corresponding chat. I like that you have a lot of interaction with customers through contextual messages from the chatbot, this allows you to offer your services and products, it is even the way to make a sale. With webhooks, I can obtain data to provide users with the corresponding information, the one they are especially looking for, such as the status of an order, a payment, invoices or any type of activity that is related to our company and the use of this platform.

At first, it is a bit complicated to use but I guess that happens when you are new to using this software, it was a bit difficult to adapt to but now I manage it very well. Many clients have told me that using the bot has been a challenge for them; it takes time for them to keep up with it. Another thing, to create the chatbot you have to invest a lot of time.

I have gotten a lot of interaction with customers through tools that send automated messages, this is very beneficial because customers feel well taken care of and this leads to future sales and production. In addition, with the use of frequently asked questions, customers are cleared of certain doubts and proceed directly to make a purchase, it also relates products and articles according to what they know and proceeds to interact with the seller at once.

Simple user interface Whatsapp connectivity Can onboard teams can create different divisions in it Chat Assigning feature

Limited access in WhatsApp chats Bots are not very useful notifications can be a problem sometimes

WhasApp chats improvement and Bots allowing to connect with Saans system

The wealth of information that you can get on the person that contacted you such as browser, last pages visited and social info

As of today the colalboration between other freshworks services such as the helpdesk is not seamless. ie we have to maintain the CRM data on both services

A step forward on unifying data and creating a true omnichannel helpdesk

Easy to use and AI-enabled which helps in communication. Customized view. User-friendly dashboard with graphs that can filter as per our needs. Ticket creation is good because it actually amends all the chat on a single click.

While conversing with customers, it automatically changes the sequence as per the response which not suppose to happen. Also, it not showing the name of the customer while chatting.

We are using it as chat bot and live chat with customer so chat bot is giving most of the information to customer as per their query and if not sufficient then customer can also reach out to agents for more details on same platform.

User Interface (UI) is one of the best things that have come across

Lack of features is something that is concerning.

Crm incoming chats and ticketing

I like that so much is customizable, from the coloring of your widget to the structuring around store hours.

A lot of this application is hit or miss. The product is one of the cheapest on the market, and I've realized why - the customer service is not helpful, and some of the settings do not "stick" initially. I had to hop on customer service chat three times for one issue with my store hours, but they didn't respond in the allotted five (or eight? either way) minutes - it ended up being an average of thirty. Ironically, for a chat company, their own chat is not preferable.

Once all the kinks (read: several hours waiting on customer service) get worked out, the app does what it's supposed to. It gets customer (or potential customer) messages to us in real time, is able to generate some leads, and can handle inquiries in a way that helps us out during the day and brings us into the 21st century.

its cheap, has some versatility to integrate etc

support provided by the technical team, information on the knowledge base is not updated, and sometimes leads to a dead link. I am left stranded with no way to fix the issue on my own and need to spend a lot of time trying to figure this out with the tech support.

yet to leverage on this at the moment, cant comment.

The shortcuts that allow me to send full messages without typing them

If I switch off of it and go to another tab, it doesn't let me know if a user has responded. I'll come back and see that the person has been waiting on me, Also, I'd like for the other tickets to close once they've left the chat. Sometime's it may look like there are 20 chats open when in reality, there are none.

Customer support. Same thing we did with the other system we used. Im just a user and not the admin, so a lot of these questions, I just do not know the answer to. sorry

Freshconnect is a Chat and communications app designed to support other freshworks apps, like freshsales and freshdesk. Best for me is the fact that it integrates inside your freshworks domain and provides contextual communications between the apps. It has a very clean and uncluttered interface to work with, which allow a very easy process of implementation with the end user and a very short learning curve.

I believe that contextual is not limited...or at least should not be. It happens to freshconnect that limitations render the software a less appealing offer against others in the market. Few editing tools, for my particular taste, it lacks the feature of editing or deleting comments, and it doesn't have to many options in the setting side to personalize it.

We arent using the app too much...so it is not solving any problem as of today.

I like being able to keep track of my conversations.

Freshchat can have a delay in response making it harder to keep communication going with the customer in a timely manner.

Allow us to communicate with customers no matter what language they speak.

Features like creating tickets directly from clientelle chats, and the canned response tool saves time on typing up an answer.

There's no other software like Freshchat, and so far I haven't run in to anything that I dislike.

It helps with chatting with customers directly with the help of your tools that make conversations a fast and productive process.

The support I got post and pre onboarding.

Nothing. It was a smooth transaction working with the onboarding team.

Data reporting. Our old solution has a complicated interface-building dashboard. Freshdesk have simplified that for us and the templates are relevant to Customer Service.

I like Freddy, and I enjoy being able to have canned messages.

Sometimes it lags and kicks you out of the system.

It helps translate which is really useful.

Freshchat offers a seamless and intuitive chat experience for businesses. Its user-friendly interface, automated responses, and robust customization options make it a valuable tool for customer engagement. The platform's real-time analytics provide valuable insights, empowering businesses to enhance customer support. However, occasional glitches in the system may disrupt the flow. Overall, Freshchat is a reliable choice for companies seeking efficient communication solutions.

Freshchat, like any software, has its imperfections. Users may encounter occasional glitches or technical issues that disrupt the smooth flow of communication.

Freshchat addresses communication challenges for businesses by providing a unified platform for customer interactions. It streamlines conversations, reducing response times and enhancing customer support efficiency. Automation features help manage high volumes of queries, improving overall team productivity. Real-time analytics provide valuable insights, aiding in better decision-making. The ability to customize and scale the platform allows businesses to tailor their communication strategy. In essence, Freshchat's solutions contribute to a more streamlined and effective customer engagement process.

Its easy to use the analytics are easy to navigate and its very user friendly

Sometimes it glitches and you need to refresh or it doesnt create tickets properly

Freshchat helps us to communicate with our clients and help them to resolve any problems they may be having quickly and effeciently

Very good for chat process, Quick response to customer, Easy to Used

So many tabs, Take time to understand the functions

There are not any problems but benefits are Easy to Used, Build reputation, Customer personalisation, Live conversation with customer, Easy to Audit the chats

The best thing about Freshchat is that you can use shortcuts to use sentences that are repeated occasionally. The user details are easily accessible and creating tickets is easy.

There are some issues like the names are not visible sometimes, but were eventually solved later. This had caused some problems while working.

The bots solve most of the concern before landing to our bucket to help the customers.

I loved the service and I would really recommend my friends & family.

nothing, all good. So far I have not got any issues.

It solves issues such as record keeping and that benefits us because we are able to go back and assist a customer who came in a while ago and needs feedback on a query.