Freshchat Reviews & Product Details

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.

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 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.

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

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.

Freshdesk has been incredibly simple to implement within our daily practices. The interface is very user-friendly and easy to navigate. Most of the features are very intuitive and do not take long to learn. Freshwork's Customer Support team is also wildly quick to respond!

Some features and apps such as emailing a chat transcript to a customer are only available in the highest tiers of service. It would be great to have a version of these apps for the lower-tiered levels as well since the majority of customers want a copy of their conversation.

We previously used a different helpdesk software. It was not intuitive and was incredibly difficult to integrate with the tasks we needed it for. Freshdesk has allowed us to completely revamp that system, work more efficiently, and respond to our customers quickly while allowing more self-help options.

A very promising and very reliable chat tool I used. This chat tool was my first chat tool used when I was exposed to the support role in one of my previous organizations in the initial days of my career. I have worked with this tool for a quite long duration and in different roles starting from the support role to the supervisory role. With that, I could explore the tool and its features quite well. From the ease of chatting with the customers in the inbound queue, assigning to the different teams according to the inbound queries, and few other things I got to work on with the initial job role. Later, when I took up the other roles I worked on the report bit of the Freshchat and it was quite easy to get stats on various measuring parameters like the Response time, First response time, Customer Satisfaction Scores, and Resolution time. Freshchat also auto-generates a few other statistics like the chat flow throughout the day against the time and it is customizable with factors like the post-conversation tagging, Region the chat is from, team performance, etc. And later with another role, I worked on a few automation like auto-assignment, Auto responses, etc. There were few hiccups while working with automation and I will address that in the other part of the feedback. But we could get support from the Freshchat team when required.

While I was working with the automation there were few hiccups when we worked on auto-assignment and auto-close of the chats when the queries were answered by the bot. And when the bot couldn't answer the queries there was a problem - The chat used to reach a junk folder. Nonetheless, we could gradually troubleshoot along with the Freshchat support team and by making few other changes to the assignment and closing process.

The core reason for the usage of this tool was to address and assist the customers reaching us on chat. And the tool is doing a great job as it's quite simple to use and for getting the reports.

We implement this software to solve any need regarding messaging and interaction with consumers, it is specially developed for sales and customer engagement teams to talk with prospects and customers on the website, it also offers us access to Through the mobile application that is very useful and attractive. It helps us as a company and as a team to focus on offering a continuous and context-based messaging experience, in order to solve the concerns of all users.

Compatibility with native reaction applications could be improved since it often gives us problems, especially when we try to implement it via WhatsApp, it is not an aspect that would make us change the option and stop using FreshChat, but it is necessary that they can always improve these small details to offer a clean service, without negativities, even so we are very satisfied with what we have obtained with this software.

Our interaction strategies are better in terms of implementation, which allows us to get answers to questions from visitors to make them smarter, in a shorter period of time and much more effective. We provide assistance mainly through live chat, it is very dynamic, and this is due in turn to the decongestion of activities and the optimization of sales processes. In addition, we can enter some characteristics without the need for connection since they are predesigned.

Not provided

Not provided

Not provided

One of the main reasons why I use Freshchat as the main tool of my communication management is because of its wide interface, it contains various tools that help to perform each communication function correctly. Now whenever customers have a question, it is sent to support via tickets and with bots it is really great to be able to distribute the entire workload between each member of the customer support team. It gives us a point in favor, improving communication and quick responses, but not only with this, allows us to collect data and information about all our clients in relation to our service. It complements all our work, in the way of implementation with our mobile devices and PC, as well as the appropriate integrations to improve the communicative link with WhatsApp or Facebook Messenger.

There is a relationship between Freshchat and other conventional chats such as WhatsApp, however, they do not converge in some things and that is that Freshchat needs more innovation in sending messages and group chats. The configuration and customization management is somewhat disjointed, many times I cannot manage to adjust everything according to how I need it.

In my work we managed to find the work synchrony and attend to all the question tickets, without leaving anything out, thanks to Freshchat, since it allows us to streamline our work and optimize the response delivery system, since if there is any repeated response is possible to generate similar responses so that in this way we minimize efforts and solve problems in the shortest possible time. Adjusting the communication will always achieve great commercial successes.

It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to whenever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility.

The ideal of maintaining active communications is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but I encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.

Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial synchronous, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as weell as satisfying our clients with the fast and agile service we offer them.

It is super easy to manage multiple chats - users are presented with a chat bot to help identify the questions the customers want to answer. You can create fast answers for common questions

It is difficult to insert information from the FAQ page. It also often freezes and you have to restart Chrome

We have dramatically reduced the number of calls and tickets we receive, and users are getting their questions answered quickly!

Works smoothly and was very is easy to install the html in to our website. Freshchat also has a mobile app so i can address questions when away from my computer or over the weekend

It is a bit difficult to find old customer conversations, though they are all available, the search function doesn't always work properly (I am sure it'll be addressed soon.)

It is much easier to address customers quick questions which reduces the back and forth of e-mails

Only inside our customer portals have we put the chat button which then provides our users an immeadiate resource to identify ideas, connect with the support team and get relevant promotions. Chat currently accounts for nearly 45 per cent of our consumer interaction and takes up email / phone easily

I think there had been an easy way to browse at the old conversations / data, as the search settings are a little awkward right now. There are occasions where the software even appears to be laggy, but besides that, it is perfect.

We use talk as a service to technical users. Stability is the chief advantage. It is critical that we still get push reminders about incoming messages. We can miss messages if they're not, and that is critical.