Freshchat Reviews & Product Details

The best part about freschat is it's smooth navigation to different tabs/topics. We can customise the options or KRA we need on our own and the way we want. They give a details report on each metrics or fuctions and with charts and bargraph which is easy to understand.

The only backlog fresh chat ha currently and which don't like is it's report system. You will not get the reports in one file instead we will get those in multiple files. However, this also depends on volumes.

It has good analytical reports to deep dive in different aspects of opportunity areas. It gives clear bifurcation for agent and bot performance. Customised flow can be set and easy navigation for us and our customers too

Freshchat provides chat support for businesses and the feature I like most is WhatsApp Business Integration & E-Mail Notifications to customers once they come offline. I've been using Freshchat for the last 3 years and most of the essential features are free of cost. We have paid for Slack Integration and E-Mail Notifications when a customer comes offline.

Mobile App needs to be improved, we cannot see a user online on the mobile app whereas we can get online users on Web Portal. A Feature suggestion : With AI embedded quick responses suggestions should be there while writing responses to our customers this with help businesses a lot.

It enables WhatsApp Business Integration which is useful and customer insights are available in Freshchat dashboard with searchable customer chat history helps us manage customer conversation efficiently.

It's so much Flexible. Unlike most CRM platforms, you can jump straight into a consultation session (Google Meet and I think, Zoom) to avoid the back and forth on chat. The configurations and set up is also very smooth.

Nothing. We use it to drive customer retention and usage at Borderless HQ. I hate nothing about it.

A streamlined platform for all things customer engagement. We’re able to drive customer satisfaction and offer support and open end consultations to end users with FreshChat. A one in all tool for customer relationship management across a company’s user touch points. It's amazing!

My favourite part about Freshchat is the quick option to use canned templates. As a Chat Support, I always have to be fast when answering customer inquiries and this feature helps a lot. It's very easy to edit out the templates if needed and we can add as many as we want!

Not really a downside but I think one opportunity Freshchat can work on is the option to merge chats. Some customers would sometimes use a new tab and that would open a new chat even they are already speaking with an agent. I hope there's a way to merge multiple chats from one customer just like in Freshdesk.

We do use Freshchat to almost all of our website pages. Some customer inquiry requires immediate response and Freshchat helps us do this. Instead of asking customers to email us and make them wait for hours for a response, with Freshchat, we can assist them right away.

I like how I can have jot forms automatically save for easy access to send to customers.

There is nothing that I dislike about Freshchat so far.

Freshchat has helped us communicate with our customers in a way that is more comvenient for them. The customer does not have to wait in line in a queue and they can always walk away from their chat and message back for their chat to re-open at their convenience. This helps the customer multitask, as they get assistance on the go and can also do other things.

It's awesome as we can serve our clients from anywhere. We can use pre-written replies (Canned responses ) for frequent live chat queries. All Convseration done with client's are saved as ticket. Another fetarue is that, we can add the client contact details on Freshchat portal and If an offline chat ( Non- business day) is received, in that case, we can create a Ticket and revert by email also. We are using Freshchat portal more than 6 years and Truely fully managed Live Chat portal and we LOVE our live chat features and our client's also love.

Sometime stuck but it's normally observed when poor internet connection.

As Freshchat integration with our website hence, our client's are eailsy connecting us through chat box for queries resolution. And Freshchat provide the live chat option and we can quickly reply to them in the same window.

very convenient to use and easy to access

Nothing it is easy to access. Some times there is a lag

For all the customers concern we help with fresh chat

Reporting part is very easy, each and every single report is available on dashboarda and in details as wel

Nothing, each and every thing is perfect

User interface is simple for agent and supervisors, also it allow the user to take multiple chat simultaniusley easily.

Based on my time using the Freshchat platform, I’d say this tool is a relatively straightforward and convenient solution for customer service. It combines live chat functionality with AI bot support and self-service solutions so that you can deliver scalable, omnichannel support to clients. The unified agent workspace is brimming with tools to engage your team and empower them to deliver more personalized experiences.

As of now there dislikes, happy to use such a great tool

Not much dislikes on tool but need a bit UI enhancement

It has an easy to use interface. Their integrations with ChatGPT align with current trends and have a reliable and interactive Reporting and Analytics tool. Their customer support is exceptional and prompt in responding.

They can improve their notifications system. Some key notifications don't show up in inbox window. Their mobile App needs improvements in pulling in data from Instagram. IG posts and stories don't show up in incoming chats on the App which makes it difficult to respond.

It has combined all our customer communication channels, streamlining the overall process. It has made contact list maintenance easier and increased our productivity in general