Freshchat reviews

Freshchat is the Great Customer Support Software

Opmerkingen: It was a good experience, but we always wanted an amazing experience.

Pluspunten:

Freshchat is the nice customer support software to help customers with immediate response.

Minpunten:

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

Overwogen alternatieven: LiveAgent, Crisp en LiveChat

Redenen om over te stappen op Freshchat: It was a better tool as comparison from others in my alternative list during the time of purchase.

Freshchat is a very capable chat tool that is highly recommended for any business

Opmerkingen: Freshchat is used as a Live chat on our website which has bots to collect customer information & smartly transfer chat to agents. Freshchat has helped our business convert more prospects to sales & increased our customer's support & satisfaction overall too!

Pluspunten:

- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup

Minpunten:

- No support on weekends- Occasional bugs

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

Opmerkingen: Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pluspunten:

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Minpunten:

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Fresh Chat - positive and negative points

Opmerkingen: In general , its good tool for direct contact with clients , user friendly for agents like any platform can always be improved .

Pluspunten:

I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated

Minpunten:

I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .

Best Support Chat App

Opmerkingen: It is helping by giving our customers a quick, familiar and simple way of contacting us so that they can receive the support they need. So ultimately it is helping our business grow.

Pluspunten:

It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.

Minpunten:

I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.

Cheap and easy to use chat function for small organisations

Opmerkingen: It's been fine. Customer support was poor

Pluspunten:

It has a very basic but good AI chat bot, covers most of the operational needs

Minpunten:

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Overwogen alternatieven: Zoho Desk

Redenen om voor Freshchat te kiezen: Cheaper product

Redenen om over te stappen op Freshchat: It was easy to use and we had a startup plan

Didn't Stick with Freshdesk Messaging

Opmerkingen: Overall I had a poor experience with Fresdesk Messaging. I would honestly not recommend it to others based on my short experience. Again, we only used it for a trial run but all of my team members were fine to move on to the next option.

Pluspunten:

I was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.

Minpunten:

None of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.

Easy chat

Pluspunten:

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

Minpunten:

I haven't found any issues with the chat as of yet.

I simply could not figure out how to use it

Pluspunten:

Whenever I requested assistance, they would offer someone to assist me, but the person would then send me a whole bunch of highly technical tutorials and the jargon was over my head.

Minpunten:

I could not figure out how to use or optimize it for my business. Also, it wouldn't integrate with ConvertKit.

Awsome Chat tool

Opmerkingen: It helps us provide 24/7 support via a familiar and convenient channel

Pluspunten:

Eeasy to integarte and use. Simple and elegant interface.

Minpunten:

I wish we could create AI agents who are as capable as ChatGPT

User-friendly interface & pricing structure

Opmerkingen: Easy to manage tool that optimizes customer interaction, an incredible tool to have for a lean team. Much better than their competitors with respect to user interface, pricing, and customer support!

Pluspunten:

We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.

Minpunten:

Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.

Overwogen alternatieven: Drift, Intercom en Zendesk Suite

A nice chat tool for your website, but could be better. Better when bought with the suite

Pluspunten:

A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.

Minpunten:

Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.

A refreshing new product in chat industry but limited features!

Opmerkingen: - Great interface for end customers
- Limited features, but done right
- Free trial available with full features to test
- Great customer support
- The backend dashboard UI is good

Pluspunten:

Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

Minpunten:

Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

Decent software

Opmerkingen: It is a decent platform to be used for your support team.

Pluspunten:

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

Minpunten:

There were a few issues in the normal version which is resolved in the upgraded mode

An okay chat, if you are using other Freshdesk products

Opmerkingen: An okay system that is getting by for now.

Pluspunten:

There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well.

Minpunten:

As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor.

Great tool for instant chat

Opmerkingen: The Sales team is greatly using the tool and is really liking it!

Pluspunten:

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Minpunten:

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

The main thing that attracted me to Freshchat was that it looked good...1 was vain

Pluspunten:

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Minpunten:

Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time. Documentation is poor - they have a page that tells you to copy some code. There is no link to the code! Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears) Making changes mainly requires you to add additional code to the site instead of in the settings.

If you have an ecommerce site you need freshchat

Pluspunten:

Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.

Minpunten:

If integrated with social media, messages are not marked read on each. :(

My Freshchat review

Opmerkingen: A well-rounded customer engagement platform that offers a wide range of features and integrations. It is a good choice for businesses of all sizes that are looking to improve their customer support.

Pluspunten:

Live chat feature allows businesses to connect with customers in real time.provides detailed analytics reports that businesses can use to track customer engagement, identify trends.Integrates with popular social media.

Minpunten:

1. Can be complex for smaller businesses.2. Lack of advanced reporting capabilities.3. The integrations are limited.

Great for Mobile Apps!

Pluspunten:

So far we use Freshchat for our Mobile App. It's integrated inside, so everybody who uses the chat can get in touch with us. .. and they do... and we respond from the very friendly and easy dashboard for us. also it have free version, which fits our needs for now, which is great !

Minpunten:

Would be better if their cust.support was answering faster.

Online Chat Support

Opmerkingen: I have been recently introduced to this software and it was pretty easy to integrate with our ticketing system and it is a very low budged product which we can purchase a license for each agent and we also get 25% discount on annual subscription.

Pluspunten:

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

Minpunten:

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

Freshchat Review

Pluspunten:

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

Minpunten:

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Very limited features, expensive add-on, requires a lot of setup

Opmerkingen: We have not fully launched yet, because of the amount of time required to set up and copy over information from FreshDesk

Pluspunten:

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Minpunten:

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Freshchat is a good chatbot

Pluspunten:

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

Minpunten:

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.

Freshchat

Pluspunten:

Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help. UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.

Minpunten:

This used to be included in the fresh desk plan but is now an additional purchase.