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Freshchat Reviews & Product Details
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 |
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| Capabilities |
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| Segment |
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| 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.
I liked the chat builder orchestration which allows us to create custom bot flow based on the business flow. It captures all customer details and allows us to share FAQs, Knowledge base articles, Video links and whatnot. I consider it as one of the most powerful chatbot builder
I did not like the interface when it comes to integration with other applications and create custom webhooks for retrieving order details from other applications.
It solves a variety of problems including Live chatbot, Customer Engagement, Customer Information Tracking, Custom Bot Builder, Ticketing Management, Content Collaboration, etc.
The food is always fresh and delicious, recommendation is very helpful
Sometimes, the recommendation is not very useful.
I know what are the best food for me, what are the healthy food to me
The fact tha you can conect with your clients and coworkers on the same platform.
Need to have more sycronitation with fresh desk.
Sales, Work Tasks, Organization and more.
One of the things I like most about this messaging platform is the high customizability it has; we use it to complement our CRM to manage customer tickets and respond to concerns quickly and efficiently. I have been surprised and delighted by how simple the ticket assignment system is; it doesn't make us waste time. On the other hand, it integrates with various third-party tools; it helped us improve our customer service.
For a tool that promotes good customer service and support, they don't set the best example; their customer service could be improved.
It is stable software that has operated smoothly; we have integrated it with our CRM and have been able to take advantage of its capabilities to provide better customer service to our customers and to be able to respond to both staff and customer concerns when needed. The ticket assignment system saves us time and ensures that nothing goes unanswered. It helped us improve our customer experience exponentially, which is very valuable to us; we are pleased.
Good and Easy setup of Integration between Freshdesk and Freshchat. Easy solution for separating incoming chats per group or per country. IntelliAssign option is really easy to setup and it is working well
Problematic points are that is difficult sometimes to setup the bot and also Proactive Campaign is not created well. It is complicated to create new custom variables. Also, the Offline form is problematic. Is based only on business hours and you can't setup to be based on online/offline agents
The main problems that we have solved with Freshdesk Messaging are that this system give us the opportunity to manage all the Incoming chats that we are receiving from different websites to be assigned to an exact team.
The automatisation app in Freshdesk is my most favourite option as it allows us to configure flows that will save me and my team time
Some settings are not always clear and unfortunately API is a bit of a hassle to use
Easy communication with both customers and partners that are possible to follow up by other colleagues as well in one general tool
Simple UI, Easy to Use and Implement, Self Explanatory Product
Integration with external tools and lack of knowledge base for agents
Instant Chat Suport through mobile,web and whatsapp
An excellent tool for communication, and we are a delivery company we use it to communicate with drivers for help in case they have any problem its easy to use.
Sometimes we notice a delay in the messages, especially the first message, and the chat is also transferred to another agent without any reason and this affects the agents
The problem of delays in messages is still not resolved yet, but we can say that it has become less than befor. and about the problim, the chat assigned to another agent has not solved yet, but its Rarely happens
It has such an easy and dynamic interface.
Its active, available, and unavailable options need improvement.
We are using it to communicate with riders of foodpanda.
Freshdesk has an excellent, very intuitive and dynamic interface, it is extremely easy to use, so you will not need professional knowledge to use it, it allows you to use real-time messaging, which brings with it many excellent functions and allows you to share files, Freshchat you can configure and customize it to suit your needs, Freshdesk has notifications that notify you when someone wants to start a chat with you, it has an excellent free trial that comes with incredible features.
So far I have not found something that I dislike, I have really had a very good experience using this software, it has a chat from which you can answer questions continuously.
Freshchat has allowed me to publish URL links in the chats, unlike other platforms, it has an excellent integration with Slack, I find it incredible that the user interface is really nice. Freshdesk Messaging allows you to be able to integrate with your website.