Freshchat Reviews & Product Details

Freshdesk has been incredibly simple to implement within our daily practices. The interface is very user-friendly and easy to navigate. Most of the features are very intuitive and do not take long to learn. Freshwork's Customer Support team is also wildly quick to respond!

Some features and apps such as emailing a chat transcript to a customer are only available in the highest tiers of service. It would be great to have a version of these apps for the lower-tiered levels as well since the majority of customers want a copy of their conversation.

We previously used a different helpdesk software. It was not intuitive and was incredibly difficult to integrate with the tasks we needed it for. Freshdesk has allowed us to completely revamp that system, work more efficiently, and respond to our customers quickly while allowing more self-help options.

A very promising and very reliable chat tool I used. This chat tool was my first chat tool used when I was exposed to the support role in one of my previous organizations in the initial days of my career. I have worked with this tool for a quite long duration and in different roles starting from the support role to the supervisory role. With that, I could explore the tool and its features quite well. From the ease of chatting with the customers in the inbound queue, assigning to the different teams according to the inbound queries, and few other things I got to work on with the initial job role. Later, when I took up the other roles I worked on the report bit of the Freshchat and it was quite easy to get stats on various measuring parameters like the Response time, First response time, Customer Satisfaction Scores, and Resolution time. Freshchat also auto-generates a few other statistics like the chat flow throughout the day against the time and it is customizable with factors like the post-conversation tagging, Region the chat is from, team performance, etc. And later with another role, I worked on a few automation like auto-assignment, Auto responses, etc. There were few hiccups while working with automation and I will address that in the other part of the feedback. But we could get support from the Freshchat team when required.

While I was working with the automation there were few hiccups when we worked on auto-assignment and auto-close of the chats when the queries were answered by the bot. And when the bot couldn't answer the queries there was a problem - The chat used to reach a junk folder. Nonetheless, we could gradually troubleshoot along with the Freshchat support team and by making few other changes to the assignment and closing process.

The core reason for the usage of this tool was to address and assist the customers reaching us on chat. And the tool is doing a great job as it's quite simple to use and for getting the reports.

We implement this software to solve any need regarding messaging and interaction with consumers, it is specially developed for sales and customer engagement teams to talk with prospects and customers on the website, it also offers us access to Through the mobile application that is very useful and attractive. It helps us as a company and as a team to focus on offering a continuous and context-based messaging experience, in order to solve the concerns of all users.

Compatibility with native reaction applications could be improved since it often gives us problems, especially when we try to implement it via WhatsApp, it is not an aspect that would make us change the option and stop using FreshChat, but it is necessary that they can always improve these small details to offer a clean service, without negativities, even so we are very satisfied with what we have obtained with this software.

Our interaction strategies are better in terms of implementation, which allows us to get answers to questions from visitors to make them smarter, in a shorter period of time and much more effective. We provide assistance mainly through live chat, it is very dynamic, and this is due in turn to the decongestion of activities and the optimization of sales processes. In addition, we can enter some characteristics without the need for connection since they are predesigned.

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One of the main reasons why I use Freshchat as the main tool of my communication management is because of its wide interface, it contains various tools that help to perform each communication function correctly. Now whenever customers have a question, it is sent to support via tickets and with bots it is really great to be able to distribute the entire workload between each member of the customer support team. It gives us a point in favor, improving communication and quick responses, but not only with this, allows us to collect data and information about all our clients in relation to our service. It complements all our work, in the way of implementation with our mobile devices and PC, as well as the appropriate integrations to improve the communicative link with WhatsApp or Facebook Messenger.

There is a relationship between Freshchat and other conventional chats such as WhatsApp, however, they do not converge in some things and that is that Freshchat needs more innovation in sending messages and group chats. The configuration and customization management is somewhat disjointed, many times I cannot manage to adjust everything according to how I need it.

In my work we managed to find the work synchrony and attend to all the question tickets, without leaving anything out, thanks to Freshchat, since it allows us to streamline our work and optimize the response delivery system, since if there is any repeated response is possible to generate similar responses so that in this way we minimize efforts and solve problems in the shortest possible time. Adjusting the communication will always achieve great commercial successes.

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 whenever 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.

The ideal of maintaining active communications 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 I 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 synchronous, 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 weell as satisfying our clients with the fast and agile service we offer them.

It is super easy to manage multiple chats - users are presented with a chat bot to help identify the questions the customers want to answer. You can create fast answers for common questions

It is difficult to insert information from the FAQ page. It also often freezes and you have to restart Chrome

We have dramatically reduced the number of calls and tickets we receive, and users are getting their questions answered quickly!

Works smoothly and was very is easy to install the html in to our website. Freshchat also has a mobile app so i can address questions when away from my computer or over the weekend

It is a bit difficult to find old customer conversations, though they are all available, the search function doesn't always work properly (I am sure it'll be addressed soon.)

It is much easier to address customers quick questions which reduces the back and forth of e-mails

Only inside our customer portals have we put the chat button which then provides our users an immeadiate resource to identify ideas, connect with the support team and get relevant promotions. Chat currently accounts for nearly 45 per cent of our consumer interaction and takes up email / phone easily

I think there had been an easy way to browse at the old conversations / data, as the search settings are a little awkward right now. There are occasions where the software even appears to be laggy, but besides that, it is perfect.

We use talk as a service to technical users. Stability is the chief advantage. It is critical that we still get push reminders about incoming messages. We can miss messages if they're not, and that is critical.

Freshchat is undoubtedly an exceptional tool, where it is possible to connect to a messaging and communication network for the exchange of commercial projects, and the organization of work tasks. It is a direct and fluid path where perfection is achieved in what we do, thanks to its affordable cost all our clients, partners and colleagues can join our network without any complications, making all our work much easier. With this, create a perfect link in my company where there is a merchant-customer connection to manage questions and answers, thus solving customer support problems like we never imagined. The messaging system brings with it interactive options, such as gifs or images, that allow a clearer image and message to be transmitted. Integrating Freshchat with different API's makes the system much more fluid and collaborative.

I like how fluid it is, efficient messaging, and its effective tools. However, I don't agree with the configuration and customization system, I feel that there is still a lack of capabilities to adapt the system to our fair requeriments, we have had to adapt our work to the software and not vice versa, which has changed many of the work strategies that we had established, although it is not something completely bad, but we eould like to be able to configure everything as we need it.

Freshchat's tools have been essential for our day to day, communication is essential for a project to be fluid and interactive, where each part is active and collaborative, including participation of clients, partners and colleagues. We are now much bolder in the immediate response to conflicts or inconveniences, through communication we transmit our inconveniences to guide them in the search for a better effective solution, which solves and remedies, always seeking work and professional success, thus perfecting the service that we offer to all our clients. With the messaging system we can be in charge of the progress of each of our projects, scheduling commercial tasks and helping to amplify the advances that are made separately, to unify them as one.