Freshchat Reviews & Product Details

From live chat to automated messages, the platform offers a comprehensive suite of tools that cater to various communication needs. The ability to seamlessly switch between conversations, view customer history, and collaborate internally has streamlined our customer interactions like never before

Offering more customization options for the appearance of the chat widget and expanding the library of chatbot templates would provide even more flexibility and efficiency in tailoring the platform to our brand's unique needs.

Its user-friendly interface, advanced automation, and AI capabilities, along with comprehensive analytics, have elevated our ability to provide top-notch support

The pace your time goes by extreemly fast

Some things can be misunderstood when your not on the phone

A break from phones

My favourite part about Freshchat is the quick option to use canned templates. As a Chat Support, I always have to be fast when answering customer inquiries and this feature helps a lot. It's very easy to edit out the templates if needed and we can add as many as we want!

Not really a downside but I think one opportunity Freshchat can work on is the option to merge chats. Some customers would sometimes use a new tab and that would open a new chat even they are already speaking with an agent. I hope there's a way to merge multiple chats from one customer just like in Freshdesk.

We do use Freshchat to almost all of our website pages. Some customer inquiry requires immediate response and Freshchat helps us do this. Instead of asking customers to email us and make them wait for hours for a response, with Freshchat, we can assist them right away.

I like how I can have jot forms automatically save for easy access to send to customers.

There is nothing that I dislike about Freshchat so far.

Freshchat has helped us communicate with our customers in a way that is more comvenient for them. The customer does not have to wait in line in a queue and they can always walk away from their chat and message back for their chat to re-open at their convenience. This helps the customer multitask, as they get assistance on the go and can also do other things.

There is a feature to add attachment to the live chats for a easy communication. You can sync it with grammar correcting tools to avoid any spelling mistakes.

There is not anything such which I do not like about the product as it is very much easy to use.

When ever there is any issue that the customer is facing or not able to do it from the app he contacts us. And we answer to this over chat and solve it. This is how we provide the resolution.

Being smooth and helpful- easy to use and the most perfect thing is the customer service live chat that helps me with any questions I have

Sometimeset with some difficulty to creat an matrics to check my view or creat an analysis

It solves many difficulties that how can i cotact with our customers and make me able to check all the customer history compering to other platforms

is to hendal, monitor agents, chat issue storage, pocket frindly in cost

vey slow chat is very high, auto assigntement is not that geat

day to day issues of customer, reay time assistance to the customer, undarsatding nacure the problem customer is facing

Awesome services user friendly cost effective.

Long appointment time GB Consumption ..

Freshchat has great user base and we can identitfy the problem state with the help fresh chat report.

Provides easiness and user friendly experince

Difficult to schedule timelines and long appointments

Helping to handle customer experience and problems on real time.

The way they support in real-time. They are customer-centric and provide spot resolution.

The only thing is sometimes it will get slow.

They will provide almost all the resolutions for all the concerns we have.

Intelliassign is one of the most useful section.

Reports section in the app need to improve a bit.

Handling customer concerns/queires

I love that every teammate can have access to the chat that any member of the teammate is on. In that way, it foster teamwork and accountability.

I do not like the fact that the mobile experience is difficult to navigate compared to the desktop user experience

The main problem it is solving is that it bridges the communication channel between users and producers as regards to the service provided to the users and producers are also able to get feedback as a result of freshchat

You can see all of the chats that are coming in and can add private notes for the other team members to check.

Everything is all good and the tool is providing us the necessary features that we need to support customers.

Solving customer's inquiries in a timely manner.

Easy to set up with different channels, and convert chats into tickets in Fresdesk.

Some integrations are clunky, have not had much luck with BigCommerce.

It is the fastest way for a customer to ask a question and for us to give an answer so it helps to streamline our processes.

Freshchat is very user-friendly. I especially love that we can create canned messages, which saves a lot of time.

Everything is great! Keep up the great work!

There is structure when assisting the patient's in a timely manner, and we are able to provide wonderful customer service.

Interface is excellent, support is very helpful.

The same WhatsApp number cannot be shared between Freshdesk Omnichannel and Freshsales. This is a major issue that needs to be resolved. We CANNOT have a separate number for sales and notifications.

It gives us an integrated system to manage support queries from various sources - WhatsApp, Instagram, email, et cetera.

Easy interface and setup. Great way to communicate with your customers in a timely manner or use it as a second or third source for support. The API is also a great way to have additional benefits if you want to create your own dashboard across all the Freshworks systems.

Support has been great, but it does take some time to fix an issue if it is a complex case. The support should start with an email, and if the communication keeps going back and forth, I think a call is warranted so we can fix the issue and close the case. I do not have many things to say negatively about FreshChat.

Faster responses to our clients via the chat. If the issue can not be resolved by chat, then we will reach out.

It is a very complete tool, it is very simple to understand and provides a super complete context of the client's profile which allows the experience team to have their work much easier

There are still some integrations that cannot be done natively and we end up doing them on our own which implies an additional cost and they do not end up having the best integration. Anyway, whenever we make suggestions, they listen to us and it is seen that the technical team is constantly working and growing.

we are an insurance broker, thanks to freshdesk measseging we were able to digitize our operations, we were able to increase our service hours by more than 60% and considerably reduce waiting and response times.

FC is the best live chat to let you communicate on spot with your customer so you can manage there requirements on time, easy to use spicialy that you have smart plug to save your time to send the greeting and the closure Also it's the best way to track agent availablity and check there AHT and first response time

Some times I sent a message and the customer unable to read it it's maybe because bad internet I don't know exactly the main reason for it I hate when the customer information didn't appear on FC

Iam using Freshchat on Talabat dispatcher so I can handle all the rider's issues that they gave during the delivery time, Easy to use spicialy using canned response to be more fast to solve the issue

Contextualization of a manner in the tickets you or your collaborators attend

not able to respond from the email when I get the notification

Easy contextual answers, saves up time in researching the manner