Freshchat Reviews & Product Details

Freshchat is incredibly easy to implement and customize. Our support tickets have gone from 10-16 hours to close... to 1-3 hours. And we haven't waited longer than 2 hours to follow up on inbound sales interest.

Honestly nothing. It's a great system. Maybe the pricing plans can be consolidated a bit more.

Maximizing lead gen from company website visits and engaging current clients for support issues while they are ACTUALLY using our product.

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.

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.

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.

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.

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 food is always fresh and delicious, recommendation is very helpful

Sometimes, the recommendation is not very useful.

I know what are the best food for me, what are the healthy food to me

The automatisation app in Freshdesk is my most favourite option as it allows us to configure flows that will save me and my team time

Some settings are not always clear and unfortunately API is a bit of a hassle to use

Easy communication with both customers and partners that are possible to follow up by other colleagues as well in one general tool

It has such an easy and dynamic interface.

Its active, available, and unavailable options need improvement.

We are using it to communicate with riders of foodpanda.

How easy it is to manage. Has several nice features and team keeps improving them.

Bot need some improvement (but I know this is recent)

Helping out clients who need to have some questions solved before they book. If we answer asap, clients turn into happy guests. I feel that when questions are answered live, guests feel very supported and will more likely book with us cause we are always there to help.

Bringing our customers a alternative modern way of reaching us other then calling or mailing us. The setup was really simple and fast. I also appreciate the helpfulness of Freshchat support in setting up the chat on our website. The pricing was also very confusing in the beginning however i recieved very good support which helped our company to make a good decision in what plan we should use.

The logic is a bit different in the settings from which i am used to as a swedish/european consumer but when all is explained it is possible to understand. For example as i am writing this it said "9 characters remaining" but it could say "minimum 40 characters - 9 characters remaining", it's the small details which makes difference. We still have some minor issues which needs to be adressed, my expectation was this not to be an issue in the first place. For example we still have team members who can't login and set up thier accounts.

Our problem is that we have over 20-30000 errands / year through freshdesk. We want to be faster and more effective. We must offer our customers the solution before they ask the question and the chat with "predefined answers" and the "FAQ" is a way of doing this for us.

It is a messaging software with functions that help us improve the user experience and add value to our customer service. It is easy to use and has customization features. It is integrated into customer service environments and responds perfectly to the expectations of marketing and sales teams since it helps to capture leads through multiple communication channels -like Facebook Messenger-. Integrations with third-party software (such as CRM and helpdesk) are great for increasing performance and effectively managing workflows.

So far I have had a good experience with Freshchat, it is a user-friendly software with excellent customer support.

It allows us to guarantee a stable and optimal service. It is also fantastic to capture leads and manage communications with users. It is also useful for evaluating important metrics such as resolution time or workload of agents. Deepening these aspects help us improve the service we provide.

I like the amount of personalization you can do in sorting our new leads or customer requests. and sorting them within employees in the company.

I wish it could be more directly linked to customer contact details. And to our CRM.

we are answering all customer and partner requests that use our service. it give an additional point of contact to our services, and it allows for less formal and quick written conversation

Most of all i really love the easy to first setup the platform, within minutes our team was already working without hassle. The interface is really simple and clean but packed with all feature needed to automatize and create a nice user experience for our customers.

Language, we are a mexican base company and would love to have spanish language for the agents interface.

We can solve doubts for our customers directly on our website and guide them in the purchase process.

Ease of setup Amazing support Feature rich

Message Delivery speed No Ability to email chat

We primarily use freshchat for customer support, we have improved our turn around times significantly

Fastness and user interface very friendly. You can contact the support at any time, they are very reactive and professional.

The fact that both chat & emails were on the same software. Now it changed :)

Really fast to answer to customers.

Compared to some of the bigger players like Intercom and Drift, I think FreshChat is doing *incredibly* well - both in their features and in their price point. Their service is way more accessible for my agency stuff and I've recommended it to all my clients who have also seen great results.

Support services hours are off-and-on. I really have no idea when I can contact them, and the response times vary from instant response to a day or so, even on business days. It's not a bad response time, but it's just my thoughts. I would love to see some improvements to the bot as well.

Having a better time helping clients turn prospects into customers by being able to answer questions on the spot, instead of waiting on getting an answer via email.

Easy to understand, navigate and use tools and systems. Nice design, easy for visuals

Rarely it needs a refresh, sometimes new messages or calls don't come through straight away

Helping by having instant communication with users, with focus to resolve their issue immediately

The ability to create tickets off the chat and that customers do get that ticket number as well. Also like the ability to adjust your views and only see what is necessary to you.

There tend to be a lot of glitches and delays from time to time. Chats not properly assigned, delays with mobile chat. Minor tweaks and adjustments in the system can be cause for bigger issues.

Reaching a larger population of our customer base.