Freshchat Reviews: 4.5/5 — Highly Rated

How easy the admin portal is to use and integrate into our business

Cant really say anything here as i haven't found anything i dislike at the moment.

we have a new means of contact for our users, as well as providing a better service.

The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Their support is on point. Push Notifications work as expected. Analytics and autoresponders are useful.

Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Would like to have a way to run campaigns for existing users. CSAT fails sometimes if an issue is reopened. Would appreciate if we could assign multiple labels to a conversation. It'd also be good if we could have a screen where user keys in their name/email id (optional/mandatory) before being able to start a conversation.

This serves as our end-user customer support platform. This is useful as customers using our product often have troubleshooting/sales queries. Our support team engages with the customers and helps make the product better, and solve their issues.

Freshchat is a software that has been very unique since the beginning. It uses a cute design that help you focus on what you're doing with an interface full of characteristics that can provide you a well use of the software. I like it's easy to communicate with your customers in a live chat, and you have a priority box where you can keep the collected data. The mobile app is just as pretty and helpful.

I like everything about this software except the pricing, it's a little expensive.

Freshchat provides us with the capability to support our customers wherever they are and in real time. We are able to respond to their questions fastly and easier.

The UI is very impressive, not only for the end-user but also for the agent panel.

Bot feature is not very capable yet (I think it is in their pipeline)

Prior to using Freshchat, we were using Intercom for our website chat. With Freshchat, we realised that adding FAQs was super-easy and it was also intuitive for the end user to navigate through the FAQs. The integration with the mobile apps was easy and we managed to integrate Freshchat across all platforms. Customers are loving the chat feature.

The fact that Freshchat is not a classic chat where you need to be online to attend to your customers. We work with a team of volunteers and even when there is no one available, the bot gathers the information and data from the customer and we can attend to the customer as soon as when there is someone available. This way we never lose interest from the customer.

If we synch Freshchat with our Freshdesk the chats are moved into Freshdesk tickets. Unfortunately we cannot reply from within Freshdesk. When we are not online and when a Freshdesk ticket is created it would be a great possibility to continue the conversation within Freshdesk to follow up and provide our customers with the requested quotation for example. If the chat gets to a quotation we now manually need to create a lead in Freshdesk.

We mainly answer the "quick questions" but from time to time customers also request a quotation after having a chat with one of our agents.

That we don´t sign in or out from the chat that we had before. The campaigns works good

It´s a new software so functions are rolling out more and more. I would like to have a better BOT that can use the FAQ to answer costumers before an agent steps in.

Quick questions from costumers that we can answers.

Modern messagin software, helps to build interaction. Helps in business growth and all messenger in one platfor. good customers support and user friendly

Nothing in particular but need a Manual to understand more

Good for secure conversation and being user friendly

Feutures and perfoacnce in Freshchat is good

Freshcht need to interigtae with X platfrom

We are communicating with our client for Approintments

being able to jump from chat to chat is great. canned responses are easy to create and I love that i can use hotkeys to fill in the responses.

sometimes the chats come in too quickly or there is little to no notification when a new chat pops up.

customer support with multiple languages is very beneficial. although sometimes the translation is a little off.

Freshchat has the best AI operated bot which has great responses. It gives a pleasure of using it.

Questions can be more easier. Bot responses can be more quick

It reduces manpower and the hassle of typing which helps user to get to thr point quickly rather than waiting in queues.