Freshchat Reviews: 4.5/5 — Highly Rated

The best part about freschat is it's smooth navigation to different tabs/topics. We can customise the options or KRA we need on our own and the way we want. They give a details report on each metrics or fuctions and with charts and bargraph which is easy to understand.

The only backlog fresh chat ha currently and which don't like is it's report system. You will not get the reports in one file instead we will get those in multiple files. However, this also depends on volumes.

It has good analytical reports to deep dive in different aspects of opportunity areas. It gives clear bifurcation for agent and bot performance. Customised flow can be set and easy navigation for us and our customers too

Freshchat provides chat support for businesses and the feature I like most is WhatsApp Business Integration & E-Mail Notifications to customers once they come offline. I've been using Freshchat for the last 3 years and most of the essential features are free of cost. We have paid for Slack Integration and E-Mail Notifications when a customer comes offline.

Mobile App needs to be improved, we cannot see a user online on the mobile app whereas we can get online users on Web Portal. A Feature suggestion : With AI embedded quick responses suggestions should be there while writing responses to our customers this with help businesses a lot.

It enables WhatsApp Business Integration which is useful and customer insights are available in Freshchat dashboard with searchable customer chat history helps us manage customer conversation efficiently.

It's so much Flexible. Unlike most CRM platforms, you can jump straight into a consultation session (Google Meet and I think, Zoom) to avoid the back and forth on chat. The configurations and set up is also very smooth.

Nothing. We use it to drive customer retention and usage at Borderless HQ. I hate nothing about it.

A streamlined platform for all things customer engagement. We’re able to drive customer satisfaction and offer support and open end consultations to end users with FreshChat. A one in all tool for customer relationship management across a company’s user touch points. It's amazing!

My favourite part about Freshchat is the quick option to use canned templates. As a Chat Support, I always have to be fast when answering customer inquiries and this feature helps a lot. It's very easy to edit out the templates if needed and we can add as many as we want!

Not really a downside but I think one opportunity Freshchat can work on is the option to merge chats. Some customers would sometimes use a new tab and that would open a new chat even they are already speaking with an agent. I hope there's a way to merge multiple chats from one customer just like in Freshdesk.

We do use Freshchat to almost all of our website pages. Some customer inquiry requires immediate response and Freshchat helps us do this. Instead of asking customers to email us and make them wait for hours for a response, with Freshchat, we can assist them right away.

I like how I can have jot forms automatically save for easy access to send to customers.

There is nothing that I dislike about Freshchat so far.

Freshchat has helped us communicate with our customers in a way that is more comvenient for them. The customer does not have to wait in line in a queue and they can always walk away from their chat and message back for their chat to re-open at their convenience. This helps the customer multitask, as they get assistance on the go and can also do other things.

It's awesome as we can serve our clients from anywhere. We can use pre-written replies (Canned responses ) for frequent live chat queries. All Convseration done with client's are saved as ticket. Another fetarue is that, we can add the client contact details on Freshchat portal and If an offline chat ( Non- business day) is received, in that case, we can create a Ticket and revert by email also. We are using Freshchat portal more than 6 years and Truely fully managed Live Chat portal and we LOVE our live chat features and our client's also love.

Sometime stuck but it's normally observed when poor internet connection.

As Freshchat integration with our website hence, our client's are eailsy connecting us through chat box for queries resolution. And Freshchat provide the live chat option and we can quickly reply to them in the same window.

very convenient to use and easy to access

Nothing it is easy to access. Some times there is a lag

For all the customers concern we help with fresh chat

Reporting part is very easy, each and every single report is available on dashboarda and in details as wel

Nothing, each and every thing is perfect

User interface is simple for agent and supervisors, also it allow the user to take multiple chat simultaniusley easily.

Based on my time using the Freshchat platform, I’d say this tool is a relatively straightforward and convenient solution for customer service. It combines live chat functionality with AI bot support and self-service solutions so that you can deliver scalable, omnichannel support to clients. The unified agent workspace is brimming with tools to engage your team and empower them to deliver more personalized experiences.

As of now there dislikes, happy to use such a great tool

Not much dislikes on tool but need a bit UI enhancement

It has an easy to use interface. Their integrations with ChatGPT align with current trends and have a reliable and interactive Reporting and Analytics tool. Their customer support is exceptional and prompt in responding.

They can improve their notifications system. Some key notifications don't show up in inbox window. Their mobile App needs improvements in pulling in data from Instagram. IG posts and stories don't show up in incoming chats on the App which makes it difficult to respond.

It has combined all our customer communication channels, streamlining the overall process. It has made contact list maintenance easier and increased our productivity in general

Always i siad the freshchat are too easy to mange your work and provide service so the freshchat are designed an app to help the company to mange their work it

Sometimes fresh chat have some issue but the support team they fixed the issue earlier the it team keep thier eyes on the system and looking to new ways to improve

The issue of the customer or the rider if some of them have problem they fixed

There is a feature to add attachment to the live chats for a easy communication. You can sync it with grammar correcting tools to avoid any spelling mistakes.

There is not anything such which I do not like about the product as it is very much easy to use.

When ever there is any issue that the customer is facing or not able to do it from the app he contacts us. And we answer to this over chat and solve it. This is how we provide the resolution.

It is good, fast, and smooth which meets the criteria of giving the solutions to issues of the customers via different channels connected within the organisation.

Freshchat doesn't have an auto-solving mechanism like when we are handling particular customers at that time executives are busy solving the queries of the existing customers on live chat. Still, those customers who are in the queue should not be unheard of for there issues so the fresh chat should slowly start solving the customer's issue at least in the initial stage so the customer will feel engaged. It will hold retain the customers in the particular business rather than giving bad reviews of products and customer service.

Freshchat is a medium for communicating with customers.I use it to solve the queries of the Doctors and Business Development Executives via chats and it is helpful as it is smooth, fast, and reliable for my work.

The canned messages helps out a lot and also DVA. I think having all the messsages saved also makes it easier to figure out what needs to be done and how to personalize the can to fit the situation at hand.

The only downfall would be trying to get the cans personalized with the correct information pertaining to the CMs account before it tells you to resolve the chat.

It helps me get the correct infrmation to the cardmember.

it is very organized and not overwhelming to use

nothing I think it is great for all businesss to use and navigate

customers questions and inquiries so we can commuicate with the customer directly

Being smooth and helpful- easy to use and the most perfect thing is the customer service live chat that helps me with any questions I have

Sometimeset with some difficulty to creat an matrics to check my view or creat an analysis

It solves many difficulties that how can i cotact with our customers and make me able to check all the customer history compering to other platforms

The ability to customize the chat, being able to provide some information about the agent to the customer as well typing indicators, being able to add attachments, etc.

Unable to customize the chat window for multi-organizations. Since we're managing multiple organizations, we are unable to customize each organization's chat window and it would be great feature to be added with future releases.

Freshdesk is making it easier for our live-chat agents to talk with customers across the different organizations we manage, all into a single place, seamlessly and without any struggle. Plus the canned responses really help a lot.

The ability to access and back date queries and manage backlog. The fact that it refreshes so quickly and updates equally as fast. Also the ability to input canned responses for the ease of assisting more effectively.

I'm quite pleased with the current updates on it I have no real issues on my side. Freshchat is constantly updated making it easier for users like myself to navigate access and use.

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.

is to hendal, monitor agents, chat issue storage, pocket frindly in cost

vey slow chat is very high, auto assigntement is not that geat

day to day issues of customer, reay time assistance to the customer, undarsatding nacure the problem customer is facing

This is a hassle free service which provides more customer and employee retention and proacotively addressses customer issues. It also strengthens culture and streamlines process.

Nothing to dislike about freshchat. It overall covers all the essential attributes.

Customer Retaintion Speedy Response Increases Customer Retention Lifecycle Competitive Advantage Proactively Addresses Customer Issues Boosts Company Culture

The most helpful for me is the analytics panel to monitor our team's performance. The second thing I like the most is the customer support. The most recent CS interaction was to help set up our chat bot-- they spent two sessions despite us being a smaller account.

We've been using Freshchat for years, and we love the product. However, I wish they would've been more persistent to upgrade us to the newer plan... we were on the legacy plan for 2 years before we realised which made us lose out on some helpful new features.

Freshchat helps us solve all of our support necessisties. Aside from the whole recent Twitter debacle with 3rd party APIs, it's been a great omnichannel communincation platform.

Freshchat is used in many organizations where I have worked, and it is a really efficient way to use the feature because it is convenient, simple to use, and highly helpful.

Such problems don't exist in my opinion, and it really does reduce the amount of effort. In that situation, the Intelliassign is the best alternative because it is the best option in terms of work, as I will discuss below.

Yes, it is one of the best option one organization could have, I personally prefer the Intelli Assign the best option, in my organization we used to sufer to reach out FRT but as per using the IntelliAssign is my personal favorite.

Awesome services user friendly cost effective.

Long appointment time GB Consumption ..

Freshchat has great user base and we can identitfy the problem state with the help fresh chat report.

Provides easiness and user friendly experince

Difficult to schedule timelines and long appointments

Helping to handle customer experience and problems on real time.

The features are convenient and easy to understand. It have many features which help me to provide timely service to the customer.

I don't like that freshchat don't have option to integrate the report in geckoboard which is a bit disappointing.

Freshchat is benefiting me in terms of replying my customers queries

The UI is designed in a user friendly manner.

I feel enabling auto spelling while typing would be really helpful and this is more of a feedback than a dislike.

Interacting with the customers to resolve their queries/concerns which helps us in getting a positive feedback from them.

Freshchat is the easiest platform to interact with customers' queries and concerns on a real-time basis, solving customers' doubts about the services we offer.

Sometimes the loading time of Freshchat will be a bit longer due to which it gets delayed to respond to the customers' queries or concerns. Also, the chat assignment will be a bit delayed if the intelliassign will be on.

Using Freshchat we are able to handle the customer's concerns on a real-time basis and respond to them with the issue they are facing during the trip where we are providing drivers.

The way they support in real-time. They are customer-centric and provide spot resolution.

The only thing is sometimes it will get slow.

They will provide almost all the resolutions for all the concerns we have.

Easy to use.User friendly. Would help in effective resolution.

Sometimes hangs but rarely. That time it would be difficult to connect.

Helping us to resolve the customer's queries on real time.

It is a user-friendly app and very useful for the customer support team to chat on time with customers.

Sometimes the chats will get stuck while loading

Is it very helpful for our company, where we can chat with the customers and resolve the issues on time, By that way the company will get good name.