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Freshchat Reviews: 4.5/5 — Highly Rated
Freshchat is a modern messaging solution for easy customer service for the digital-first customer anchored on artificial and human intelligence across messaging channels. It highlights key features including smarter conversations, which are available across first and third-party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger, and more. It also has smarter self-service powered by AI chatbots, and smarter operations, that help lower the cost of support.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Compare Freshchat with other popular tools in the same category.
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.
Easy to handle and reports anyltics are great
Poc and their appointment is very tough to get in
The app can give me everything which i lookm for. The social profile of the customer is also available
The end-user experience is very smooth and streamlined. Support is responsive most of the time.
There is no continuity of reporting between Freshchat and Freshdesk. The reporting platform is entirely different, with the chat version being substantially inferior. Customer service and billing are horrid. Delays in getting issues resolved, no escalation path available, they don't seem to care.
Allow customers to interact with us using the method of their preference. Better customer satisfaction.
Setting it up is relatively easy but that is all.
They charge on the credit card that is on file for services never used and they do NOT return the money as their support promised within 5 business days. In our case, 10 days have gone by and still, we have not received the refund.
No benefits at all
