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.

I like these mentioned features of freshchat 1) Intelligent chat routing 2) Priority inbox 3) Co-browsing 4) Tailored bots

Sometimes I face some issue like: 1)Limited number of integrations 2)Bugs and ongoing client issues 3) Hard to transfer chats 4) Poor timely notifications

Freshchat solving problems many problems like : 1) Faster turnaround times: Chats can be resolved quickly. 2) Personalized customer experiences: Agents can provide personalized experiences. 3) Faster resolutions: Chatbots can detect intent and provide faster resolutions.

Fresh chat is one of the best CRM software I've used and the best part is about it's AI tool which helps in paraphrasing and summarising the conversation in a concise manner which saves a lot of time.

Did not came any of us dislike till now but whenever the sound of a new chat it can be modified apart from that is good to go.

I'm into customer support where we solve customer issues through calls email and chat and were taking use of fresh chat to solve our customer queries.

INTERFACE EASY TO USer and easily understand to everyone

Nothing of now it's good use for chats n have lots of fun

Good support if any troubleshoot occurs on timely manner

Freshchat has been one of the best chat support systems I have used till now. I have worked with multiple other chat support systems and I can confidently say that Freshchat is one of the best performed among them. The unparalleled amount of features provided and the best-in-class customization features are a couple of things that make Freshchat stand at the top. The number of integration available for Freshchat has helped me and my organization achieve faster resolution of a lot of customer queries and assist our userbase in a more effective and efficient method.

The pricing is something that I would like Freshchat to work on as there are multiple other platforms also available at a lower cost. Also,a better support system when issues occur can also be done so that there will not be any delays in handling any critical issues.

Freshchat mainly assists in connecting the live customers to our live agents where we can directly interact with users and try resolving queries on chat or if it is necessary, convert the chat to a ticket where a higher level team will be able to resolve the concern. This is the primary focus of my organization with the help of Freshchat. The integration with freshchat and the labeling systems which is place is helping us identity the buckets where the customer has pain points and solve them.

- Out of the box features - Quick integration - Quick support

- Limited customizations - A bit expensive

- Helping our customers reach out to us - Generates tickets which are used by the agents to reach out to customers and help them - Chat feature for solving customer queries in real-time

Chats have spell check and grammatical corrections, like the private note feature. Easy to add files for transfer to client. Easy flow of chat back and forth, canned remarks and message read notifications.

Sound notifications can be lost though that could be a connection issue with windows. More sound options would be good. More Font options - Ability to mark a chat to come back to later for any follow up. Initiate a new chat with a client rather than continue a current one.

Not sure of what enhancements are being made at this time. Currently the product works fine for it's purposes

What is like the best about Freshchat is the design of the app that makes it easy to use and you may add a lot of templates which is important in answering chats.

Everything is good in Freshchat. I just hope that it offers more features like you can access the emails as well on the same website but in different tab so you can easily manage your chats and emails.

Freshchat can provide real-time support and we seldom experience any delay in chat so we can answer each and every customer on time. We also appreciate the different tabs on which chats are open and resolved so we can easily track each conversation.

Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request. It is the best platform to work within a huge team.

Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull.

Timely reminders to cx and trainers, automatic assigning of chats specific to region. one tap options for replying to cx's accordingly. vetymuch time saving, easy to operate and with zero glitches.

It helps smooth interaction with coustomers and the messaging features are really good!

It gets stuck sometime but it also may be due to my network fluctuations.

It helps is campaigning, team box, live chats and many more issues getting resloved

Easy to use, user friendly. the reports are amazing and it gives me a compete picture of the ipoerformance at one glance.

The speed and to schedule an appointment with POC

The best tool to optimize customer experience along with social profile of the customer

Allows is to easily manage our chat support with our customers and ticket raising is easier.

Nothing much, it can be a bit faster and beautiful. Otherwise functionality wise it's awesome

It helps us to connect with our customers on the website and resolve their queries resulting in happy customer reviews.

Innovative user interface which helps in building customer satisfaction and to revert back on realtime which helps to build a long term business relationship..

Additional Filters could have been included, in order to select the resolved count and allocated count for easy sorting and this definitely helps in fetching the data as required

Helping the users on realtime updates and addressing the issues on realtime to ensure customer satisfaction, meeting the expectations and assiting users as per the query

Deliversgood value for the price. Happy with the feature set.

The assignment feature could be better. Sometimes the executives dont receive the chat, even if its closed.

This is one of the best platform for chat process. Its pricing and the support team works best.

The speed of the freshchart is very impressive it helps to resolve query soon

There is no specific dislikeof freschart as its allover well and good

Freshchart helps in resolving the queries of the customer and it helps to satisfy the customer on its best.

Fresh chat is easy to acces and use it helps get connect in easier way . its is also a platforme to get connected made sharing easy .its is also good for keeping chat recordes

Some times there will be delay in time for showing the assined chats or converstation as this results in poor reply time it will be good if it gets fixed going further

Best platfirm to assist customer queries and concerns, quick resolution of queries and complaints, instant response to user queries and tat based resolution ...

Freshchat has eased my work and ability to communicate with customers and also work hand in hand with my colleagues.

I would not dislike fresh chat other than some few updates that it would need from time to time.

It basically eases communication between the team and the customers

The simplicity of using the system, has clear and very safe options. Very different from what we had before.

Since it is quite complete and we are in another country that does not use the dollar, its cost is a little high.

Our attendants resolve more conversations at the same time and, in addition, some conversations do not need human attention, the client himself resolves his request.

Gosto da centralidade das informações e de ter tudo em um só lugar. O suporte é bem rápido e sempre esteve disposto em me ajudar nos principais problemas.

Por não ser uma plataforma brasileira, e meu produto sim, pode ser que não nos atenda em todos os momentos e necessidades.

Automatizando o primeiro contato do cliente conosco, com isso otimizamos o tempo do nosso atendente humano. E centraliza todas as informações em um só lugar.

It integrates with all major chat aps from Facebook Messenger and Whatsapp... No matter the app that is plugged in the chat offers full functionality. A chatbot can run on WhatsApp, Messenger, or a website-placed chatbot. It is fairly easy to use and create chatbot flows and transform data with functions that are supported.

I miss the functionality to duplicate specific parts of the bot, actions cannot be inserted. For example, if you would like to insert one action between other actions it is not possible to do that. You need to manually change the actions so they are in the correct order.

It collects potential orders and creates deals in the CRM. It prepares the users to submit the information they are inquiring about so the time operators spend on the chat or preparing the offer is minimized.

The integrated suite of Freshchat under the Freshworks ecosystem makes things super simple for businesses to manage customer queries. It helps in providing a great customer experience. I also like the option of integrating Facebook, Whatsapp messages directly to Freshchat so that our agents don't have to look at multiple platforms to reply to the queries.

The bots are very expensive - Ideally, they should provide an options-based conversation for free, considering the different platforms available in the market.

We use Freshchat for customer support. Live chats help provide instant resolution to most queries, whereas we use it with Freshdesk integration to help create tickets for the support request needing more intervention.