Freshchat

Excellent tool to provide superior customer experience

Opmerkingen: Overall, Freshchat is a great tool for the customer support team. It easily gets integrated with most of the tools. We have used the integration of Freshchat & Freshdesk to manage live chat and tickets.

Pluspunten:

We were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team.

Minpunten:

I liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.

Better way to attend clients with Freshchat

Pluspunten:

It has AI bot that is trained to answer all questions. Has made it easy to monitor employee conversations with clients and officials. I also like it’s fast contact with clients.

Minpunten:

It has allowed us to maintain direct communication, so no dislike.

Highlight disappointed. Customer service is almost non-existent. Too many technical difficulties.

Opmerkingen: Highly disappointed.

Pluspunten:

It appears to have robust features and they attempt to offer cutting edge technologies.

Minpunten:

I am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it.

Eerder overwogen alternatieven: Drift

Redenen om over te stappen op Freshchat: Because we also use FreshDesk

Freshchat support is BAD , UNRESPONSIVE,

Opmerkingen: 0 for support
good for software

Minpunten:

Being the Chatting / ticketing company, i have to say their support is really bad after being in touch with them for 6 days ( everyday 2 emails) my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5) and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply. and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved. I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients. you will spend a lot of time with the support not because of the software not great but because they love to loop u differently to different departmetn without getitng a problem solved.

Freshchat is like a dashcam for your business

Opmerkingen: Love FreshChat.
I think it seriously is like having a portal into your users desktop and they are actively on my pages. TOP TIP - dont set it up on homepage, set it up on inner pages of your site.

Pluspunten:

I love that it alerts me when someone wants to chat. They are on my site - have read my copy and want to engage with me before potentially leaving my site.

Minpunten:

I think some browsers do have features that block some users. Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes.

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op Freshchat: I wanted live chat not Q&A.