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Freshchat
4.5
(306)
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Freshchat Reviews & Product Details

Freshchat Overview
What is Freshchat?

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
Freshchat Categories on Findstack
Freshchat Product Details
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
Freshchat Awards
Findstack 2024 General Badge
Freshchat Features
Customization
Notifications
In-App Messaging
Knowledge Base
Conversation Archiving
Team Inbox
Lead Development
Customer Profiles
Personalization
Pop-Up Chat
Targeted Emails
Contextual Engagement
Intelligent Routing
Seamless Escalation
Transcripts
Freshchat Media
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Freshchat 5
Freshchat Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: May 19, 2024
Freshchat logo
306 Freshchat Reviews
4.5 out of 5
Small Business (50 or fewer emp.)
Feb 05, 2018
 Source
Overall Rating:
3.5
AG
Verified Reviewer
Share
"Basic chat abilities with super powers"
What do you like best about Freshchat?

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.

What do you dislike about Freshchat?

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.

What problems is Freshchat solving and how is that benefiting you?

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 .

Mid Market (51-1000 emp.)
Aug 27, 2022
 Source
Overall Rating:
3.0
AG
Verified Reviewer
Share
"Advantages of Freshchat"
What do you like best about Freshchat?

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

What do you dislike about Freshchat?

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

What problems is Freshchat solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Mar 15, 2021
 Source
Overall Rating:
2.5
AG
Verified Reviewer
Share
"Negative Feedback"
What do you like best about Freshchat?

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

What do you dislike about Freshchat?

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

What problems is Freshchat solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Jul 15, 2023
 Source
Overall Rating:
0.0
AG
Verified Reviewer
Share
"Director"
What do you like best about Freshchat?

Easy to handle and reports anyltics are great

What do you dislike about Freshchat?

Poc and their appointment is very tough to get in

What problems is Freshchat solving and how is that benefiting you?

The app can give me everything which i lookm for. The social profile of the customer is also available

Mid Market (51-1000 emp.)
Jun 04, 2021
 Source
Overall Rating:
0.0
AG
Verified Reviewer
Share
"End user experience is good, features are good, support is ok, reports are lacking, billing is awful"
What do you like best about Freshchat?

The end-user experience is very smooth and streamlined. Support is responsive most of the time.

What do you dislike about Freshchat?

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.

What problems is Freshchat solving and how is that benefiting you?

Allow customers to interact with us using the method of their preference. Better customer satisfaction.

Small Business (50 or fewer emp.)
Apr 22, 2019
 Source
Overall Rating:
0.0
AG
Verified Reviewer
Share
"Worst Chat Service used ever"
What do you like best about Freshchat?

Setting it up is relatively easy but that is all.

What do you dislike about Freshchat?

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.

What problems is Freshchat solving and how is that benefiting you?

No benefits at all

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