Freshchat Reviews & Product Details

The ability to customize the chat, being able to provide some information about the agent to the customer as well typing indicators, being able to add attachments, etc.

Unable to customize the chat window for multi-organizations. Since we're managing multiple organizations, we are unable to customize each organization's chat window and it would be great feature to be added with future releases.

Freshdesk is making it easier for our live-chat agents to talk with customers across the different organizations we manage, all into a single place, seamlessly and without any struggle. Plus the canned responses really help a lot.

it is very organized and not overwhelming to use

nothing I think it is great for all businesss to use and navigate

customers questions and inquiries so we can commuicate with the customer directly

The ability to access and back date queries and manage backlog. The fact that it refreshes so quickly and updates equally as fast. Also the ability to input canned responses for the ease of assisting more effectively.

I'm quite pleased with the current updates on it I have no real issues on my side. Freshchat is constantly updated making it easier for users like myself to navigate access and use.

It solves issues such as record keeping and that benefits us because we are able to go back and assist a customer who came in a while ago and needs feedback on a query.

Freshchat is used in many organizations where I have worked, and it is a really efficient way to use the feature because it is convenient, simple to use, and highly helpful.

Such problems don't exist in my opinion, and it really does reduce the amount of effort. In that situation, the Intelliassign is the best alternative because it is the best option in terms of work, as I will discuss below.

Yes, it is one of the best option one organization could have, I personally prefer the Intelli Assign the best option, in my organization we used to sufer to reach out FRT but as per using the IntelliAssign is my personal favorite.

This is a hassle free service which provides more customer and employee retention and proacotively addressses customer issues. It also strengthens culture and streamlines process.

Nothing to dislike about freshchat. It overall covers all the essential attributes.

Customer Retaintion Speedy Response Increases Customer Retention Lifecycle Competitive Advantage Proactively Addresses Customer Issues Boosts Company Culture

The most helpful for me is the analytics panel to monitor our team's performance. The second thing I like the most is the customer support. The most recent CS interaction was to help set up our chat bot-- they spent two sessions despite us being a smaller account.

We've been using Freshchat for years, and we love the product. However, I wish they would've been more persistent to upgrade us to the newer plan... we were on the legacy plan for 2 years before we realised which made us lose out on some helpful new features.

Freshchat helps us solve all of our support necessisties. Aside from the whole recent Twitter debacle with 3rd party APIs, it's been a great omnichannel communincation platform.

The features are convenient and easy to understand. It have many features which help me to provide timely service to the customer.

I don't like that freshchat don't have option to integrate the report in geckoboard which is a bit disappointing.

Freshchat is benefiting me in terms of replying my customers queries

Easy to use.User friendly. Would help in effective resolution.

Sometimes hangs but rarely. That time it would be difficult to connect.

Helping us to resolve the customer's queries on real time.

It is a user-friendly app and very useful for the customer support team to chat on time with customers.

Sometimes the chats will get stuck while loading

Is it very helpful for our company, where we can chat with the customers and resolve the issues on time, By that way the company will get good name.

The UI is designed in a user friendly manner.

I feel enabling auto spelling while typing would be really helpful and this is more of a feedback than a dislike.

Interacting with the customers to resolve their queries/concerns which helps us in getting a positive feedback from them.

Freshchat is the easiest platform to interact with customers' queries and concerns on a real-time basis, solving customers' doubts about the services we offer.

Sometimes the loading time of Freshchat will be a bit longer due to which it gets delayed to respond to the customers' queries or concerns. Also, the chat assignment will be a bit delayed if the intelliassign will be on.

Using Freshchat we are able to handle the customer's concerns on a real-time basis and respond to them with the issue they are facing during the trip where we are providing drivers.

Frinedly Tool to work on ticketing Process, Good Infrastructure well designed

Nothing to mention on the same.Thank you

Ticketing Flow was good it helps me to learn the things in easy way

Easy to navigate, simple layout, user-friendly

The fact that I need to click on the photos one by one instead of clicking one and the rest is automatically downloaded for me to view. Lagging, too.

Easy to review past conversations when investigating a case.

Quick & easy to use, user friendly can be recommended to others

NA it is awesome. But we should get frequent updates

It is used for solving customer queries

Most easy and friendly interface even get more option to check the analytics of the agent and track all the records of agents and customer interaction of chats.

There were no negative point of the freshchat as it allows you to track all the possibility interaction with the customer and agents performance but have to make more smooth as sometime it keeps lag.

Easy way to interact with customers with one click and easy to reply with the / command so we can easily response to customer in the timely manner being on the multiple chats.