Freshchat Reviews: 4.5/5 — Highly Rated

Frinedly Tool to work on ticketing Process, Good Infrastructure well designed

Nothing to mention on the same.Thank you

Ticketing Flow was good it helps me to learn the things in easy way

Intelliassign is one of the most useful section.

Reports section in the app need to improve a bit.

Handling customer concerns/queires

Easy to navigate, simple layout, user-friendly

The fact that I need to click on the photos one by one instead of clicking one and the rest is automatically downloaded for me to view. Lagging, too.

Easy to review past conversations when investigating a case.

I love that every teammate can have access to the chat that any member of the teammate is on. In that way, it foster teamwork and accountability.

I do not like the fact that the mobile experience is difficult to navigate compared to the desktop user experience

The main problem it is solving is that it bridges the communication channel between users and producers as regards to the service provided to the users and producers are also able to get feedback as a result of freshchat

Quick & easy to use, user friendly can be recommended to others

NA it is awesome. But we should get frequent updates

It is used for solving customer queries

Most easy and friendly interface even get more option to check the analytics of the agent and track all the records of agents and customer interaction of chats.

There were no negative point of the freshchat as it allows you to track all the possibility interaction with the customer and agents performance but have to make more smooth as sometime it keeps lag.

Easy way to interact with customers with one click and easy to reply with the / command so we can easily response to customer in the timely manner being on the multiple chats.

This tool is easy to use and helps us help our valued customers :)

Nothing to be honest, when the system was built for our business we were consulted to give it a personalised touch.

Its an integrated system that enables our Digital Care team to assist the customer seamlessly.

You can see all of the chats that are coming in and can add private notes for the other team members to check.

Everything is all good and the tool is providing us the necessary features that we need to support customers.

Solving customer's inquiries in a timely manner.

Freshchat is very user-friendly. I especially love that we can create canned messages, which saves a lot of time.

Everything is great! Keep up the great work!

There is structure when assisting the patient's in a timely manner, and we are able to provide wonderful customer service.

Easy to set up with different channels, and convert chats into tickets in Fresdesk.

Some integrations are clunky, have not had much luck with BigCommerce.

It is the fastest way for a customer to ask a question and for us to give an answer so it helps to streamline our processes.

The best tool for customer interactions. They also have a 24/7 support. You can also share new feature requirements with them to customize or ease your experience.

Nothing. So far - the best CRM I've used.

It helps us connect with customers directly. Customer chat through our app which is directly linked with Freshchat.

Freshchat allows businesses to engage with their customers across various channels, including website chat, mobile app, social media, and email. This enables businesses to provide a seamless customer experience and respond to inquiries from different platforms.

Some users have found Freshchat to be a bit complex, especially for smaller businesses with limited resources or technical expertise. The extensive features and customization options available in Freshchat may require a learning curve or dedicated resources to set up and manage effectively.

Freshchat helps businesses effectively manage customer communication across multiple channels. It provides a centralized platform to handle inquiries, support requests, and conversations from various sources, such as website chat, social media, email, and mobile apps. This streamlines the communication process, prevents messages from falling through the cracks, and ensures a consistent customer experience.

ace of use and granular configurations and filtering the tickets

Initial user education and one-time setup is as usual a big challenge for any product.

Seamless customer service management across all channels

Easy navigation, wherein we can search for options on implementation and round the clock availability of support team

Restrictions, have to rely on Meta for proactive reach out

Blocking Spam user, template approval form Meta instead of Freshchat

That messages from various channels can all come into one place and be responded fromcentral place

nothing really just that same client can send multiple messages at the same time

Urgent requests from clients are addressed in an instant, and this helps in service delivery and customer experience

Convenience of reports BOT feasibility Communication whatsapp messages

Integrations are difficult For different logs need to reach to admin team everytime

Chat with the customer Live experience

Interface is excellent, support is very helpful.

The same WhatsApp number cannot be shared between Freshdesk Omnichannel and Freshsales. This is a major issue that needs to be resolved. We CANNOT have a separate number for sales and notifications.

It gives us an integrated system to manage support queries from various sources - WhatsApp, Instagram, email, et cetera.

Simplicity, ease of use, 100% uptime, quick customer resolution

Their Bots onboarding team has to improve their technical skills and problem-understanding.

Freshchat has helped us improve Jumkey.com conversion rate by 0.5% Worth mentioning more than 50% of our website conversions are happening in Freshchat with live agents. Our agents love Freshchat system.

Easy interface and setup. Great way to communicate with your customers in a timely manner or use it as a second or third source for support. The API is also a great way to have additional benefits if you want to create your own dashboard across all the Freshworks systems.

Support has been great, but it does take some time to fix an issue if it is a complex case. The support should start with an email, and if the communication keeps going back and forth, I think a call is warranted so we can fix the issue and close the case. I do not have many things to say negatively about FreshChat.

Faster responses to our clients via the chat. If the issue can not be resolved by chat, then we will reach out.

Beneficial support desk that is very knowledgeable and can fully assist with any queries raised.

Raising tickets and getting different responses depending on the agent dealing with the query.

How to build the chat bots and how to to test changed within Code pen

Quick Response and excellent customer service experience.

Some of the issues take too long to be solved sometimes.

It has helped a lot to gain new customers for our business with easy and quick chatbox.

It's easy to set up and they have a free version to use for your organization.

The free version doesn't let you connect to your helpdesk. You would need to duplicate your articles in the Freshdesk and in Freshchat.

We use Grasshopper for phone calls. Grasshopper charges extra for texting capability. With Freshchat, customers can text message us without incurring an additional cost.

It's super simple and super easy to use. Their customer support is always available for help for any queries.

Some additional features may come difficult to set up, however it doesn't take much effor once you contact their support for help!

We are using Freshchat for a live time conversations with our clients. It is beneficial for us to keep in touch with our clients since without this they will not receive the assistance needed.

Easy integration, can add social media messages and also whatsapp

Instagram cannot be added and multiple shopify stores as well

It helps companies deal with their customers through Omni channel solutions

flow of work is good , and handling chats and calls are very easy

Sever issue minor but rest of all is amazing

handling chats and calling system is amazing

One of the best software I have never used it before and also it work very perfect and amazing I think it shud be for all

Many updates of fc so please stop it that henece

some time it won,t get calls from Fresh chat

Unified inbox experience to manage conversations across digital channels.

none so far. i have not experience any negative

Users can automate conversation routing in Freshchat, where you can assign conversations to individual team members or groups based on rules that you need to define.

It's so useful for me as an agent cause I can solve the issues that face my customers and make it easier and more beneficial for them to be satisfied with the service I provide.

Sometimes in rush hours, as I have to solve all kinds of cases, I deal with so many chats at the same time, and it gets stacked on the queue, which appears to the customer that we are intentionally avoiding them, but it's not a big deal as we handle them.

All kinds of problems, I really mean it cause customer can contact with us so quickly and that exposing the main issues that face our clients which help us improve our way of service.

The chat is amazingly simple to integrate with your application. I also loved the customization feature to match users' branding guidelines. Also features like bot, campaign, topics, faqs, etc are too good.

The only downside I notice is that there are no tutorials available for most of the features. I had to contact support for Demo which took quite a long. I suggest a separate tutorial on every feature like bots, campaign, setup, etc.

We use Freshdesk message to give support ability to our platform via chat. We also use it to inform our visitors about new deals, features,etc via campaign feature

Their simple and easy to use User interface, app integration functionality, chat bot service

At times the account manager is not available over the call or email

Helping with multiple channels to assist the customers via live chat, whatsapp chats.