Freshchat Reviews: 4.5/5 — Highly Rated

Integrate easily with magento. Good support and has pricing plan for startup. Very light and fast.

I need more flexible settings for chat bots. For my plan, bots features is quite basic.

For now, Im still working and trying with freshchat, but from my point of view, it supposed to be a better upsell channel.

Implementing the plugin was so quick, within one day we were able to set up our chat support team. The basic plan itself have many features for a small organisation. We use fresh desk also to track customer tickets the integration with fresh desk helps us to manage our entire support operations efficiently and able to generate all require reports regarding support operations in a flash. Saves so much of time, also leaving many customer satisfied with prompt support.

At times, the desktop notification fails to popup; Not sure if it's a bug or something. due to this the agents do miss some pings at times. We need to take it to the customer support. but it's not a trivial problem in managing the support workload.

Better visibility on how much support calls comes to team, reporting of the same to management was easy and clear. Billing for customer support became easy for us.

Have been using this service for more than 2 years now, and its easy to set up and efficient to use. Works like promised.

Mobile support for Agents is missing and which is fairly important today.

Live Customer Chat on our Android Application predominantly for customer support.

Technically: The bot integration has been really smooth until now. it has definitely given us a lot of leads and being a premium product, even a single lead adds a lot of value to the sales process Generally: The team has been very helpful with deploying everything

There have been times when random messages were sent out to users. But that's fine.

Leads are captured more efficiently and there is a better response time to customer queries now

I like how easy it is to chat through this with colleagues. The features are awesome.

I don't dislike anything, but there are plenty of chat programs out there. We have recently switched to this one at work.

Quick communication with other colleagues from other areas within our department and even out of state partners.

1. Setting up the chat flows is very easy 2. They have integrations with most of the major tools in the market

1. Sometimes I face latency in getting support for my queries. 2. A better (2-way) integration with Freshdesk would be helpful

I was trying to use Freshchat to handle the chat-based customer support on our platform. Setting up chatbots and the live chat feature helped us address the queries of everyone who is visiting our platform.

It is easy to use and navigate through features. I also like its compatibility and learning skills.

Sometimes it doesn't understand the matter and meaning of questions

Freshchat helps me in research amd analysis of data I'm looking on internet for my organization research program.

It's relevant, understands inputs. Gives near to accurate answers.

Lag time. 2-3 seconds. However, it is understandable as it's AI

Reducing incoming volumes for humans.

The rephrase option is about the fresh chat

Unavailability issue and no time monitoring on breaks

User interaction made easy with multiple chat at a time

It is fast, user friendly, new features are there.

There is no chat delete or edit option, notification sounds will not work sometimes. No dashboard for all

There is no such option, which is benefiting. One feature is good, where we can see the customer reviews.

Things I like about Freshchat: Not too many columns and features to memorize to be able to use it. Integration to Freshdesk to create additional tickets. Customers cannot see when the agents are typing Separations between my canned answers and company canned answers

The notification system is not as smooth as I want, especially if I'm not on the page/tab. There are no options for agents to edit, recall or delete a sent message, even if we've made a mistake.

Our customer success team needed a platform for our customers to live chat with a CS agent. Since we already use Freshdesk.com for our customer ticketing system, Freshchat works well for us since we can escalate issues or follow up afterwards.

Bot flows and simple intregrations with different software. Able to set up FAQs Mobile UI on user side is good. Like the freedom it gives to customise

Improve your support quality and train your executive better in terms of product knowledge otherwise it difficult to explain or understand clients issue

Helping user to raise more chats quicker and helping decreasing the overall resolution time under 30 minutes User are able to talk to two different team at sams time

Simple design and easy to follow up with clients on chats. Support agents on Freshcha are quick to responce and helpful.

There seem to be no function to export full chats that our agents had for quality control and this would be helpful to have it in Reporting function. It has been difficulet for me to contact our Account Manager to discuss monthly/annual cost, which was a very important/ sensitive matter for me, as he seemed to have been traveling - it would have been better if they had someone else covering his work during his absence.

Freshchat has not had issues technically so fat so it has been a stable service. Easy to understand chat service and it helped our productivity.

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

Using the Outbound Campaign Feature of the product. Good to see Inbound Contact Center and Collaboration/Messagaing capabilities in the out of the box product

It would be helpful to have examples of usage in different verticals to get someone organized initially. The details may be there in the user guides and online help.

Use the Outbound Campaign capabilities for student outreach

The best thing about Freshdesk messaging is the easy of imlementation and availablity for bot flows. Then the assignment rules come in really handy and high level reporting too is easy to contemplate and use.

Primary use cases sometimes need an advanced automation plugin to be used, and one needs to write logic there. The problem with that arises as it is not as user friends as its other native features are, and also, there is a lot of abstract logic which one needs to understand while writing logic. And this needs constant support from product experts from support.

We are reducing incoming calls to the customer service team. Also, we can use bot flows to route customer chats to requires teams effectively. Able to answer frequently asked questions without agent intervention.

So far, Freshchat has been easy to install, and their customer service, though slow at times, has been informative.

Sometimes things are unclear in terms of the initial setup, which was a bit frustrating, but once I got in touch with their customer support, they were able to point me in the right direction for several articles that explained what I needed.

Freshchat has already allowed us some leads directly from our website and allows us to answer questions as quickly as possible, vs. email. It's proving worth it just in the couple of weeks we've had it installed, giving us leads on a few products.

We very much like the FAQ feature of the chat, as well as the fact that it can be integrated with other Freshworks products, making it so much easier to provide customer service. We also very much like the triggers and the nice text formatting we can apply to the messages we send.

We feel there should be a few more options for customization. Specifically, we feel that the bot function, which is very useful, should provide separate options for offline and online which go beyond which messages are sent. Namely, we'd like to be able to turn off the bot when our agents are online, or at least decide to ask more questions when offline and fewer questions when online. Also, it would be great for the bot to support translations. Moreover, color customization is a bit limited, not allowing users to select the font size or color (which is a problem when the text color matches a background color, making text not visible).

We recently move to Freshchat from another chat service, specifically for the reason that it can be integrated with Freshdesk and Freshcaller. This allows us to provide better customer service, having all customer info at hand during any contact we have, whether email, chat or phone. We also decided on Freshchat for the excellent trigger feature.

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

I like the design of the user interface, the ability to set up an FAQ tab and the ability to set triggered messages

I wish we had the ability to see and proactively engage with visitors on the site, rather than relying on them engaging with automated messages.

The service allows us to connect with the customer and provide excellent customer service.

The UI is great to use and watch. It seems so vibrant and is quite responsive

The Bots and campaigns don't work properly. The campaigns don't work exactly as they are configured and even the Technical support couldn't fix the issue.

Freshchat along with a suite of tools from Freshworks allows a tight integration for all around coverage

I love the dashboard feature. It allows me to see how my conversations are going and how often i talk with certain people . I have started a new sewing business also and this helps me to keep track with my customers. Facebook messenger is just to messy and i prefer this setting. I am hoping to bring my whole team to this platform as it is very business friendly.

I wish it had a tutorial that made it a little easier to navigate. Its not extremely hard to get to know but still takes some work.

I am able to keep better track of my sales and customers with this chat. The dashboard interface is the big winner with me. It also helps me keep up with how often I conversate with each person in my team .

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.

Tracking all agents and numbers, track all breaks for all agents and you can extract all reports from fresh coat to describe the number of AHT and how many chat he resolves

something get wrong when you extract any report you need to refresh again to extract it, could be better if we can extract any file immediately without refreshing the tab of fresh chat

Helping me to track all agents who's online and who's offline if we are not in the same floor , for sure more productive with fresh chat, business performance increase

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.

A lot of plugs and you have a lot of possibilities to improve

Take care from salesman name Shaik Ali he doesn't clarify you the Product and the procedure. he uses to push in different ways to sell you that. should be thinking more and read more about the product. he is not an honest person and he put me in trouble. the point of that whats app will not allow us to use the marketing apps was totally not clarified so after we move there we come to stuck there

as of now, we start on what's app so it is helping us to assign the chat and solve the ticket this feature is not available in the normal access