Freshchat Reviews & Product Details

The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Their support is on point. Push Notifications work as expected. Analytics and autoresponders are useful.

Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Would like to have a way to run campaigns for existing users. CSAT fails sometimes if an issue is reopened. Would appreciate if we could assign multiple labels to a conversation. It'd also be good if we could have a screen where user keys in their name/email id (optional/mandatory) before being able to start a conversation.

This serves as our end-user customer support platform. This is useful as customers using our product often have troubleshooting/sales queries. Our support team engages with the customers and helps make the product better, and solve their issues.

Freshchat is a software that has been very unique since the beginning. It uses a cute design that help you focus on what you're doing with an interface full of characteristics that can provide you a well use of the software. I like it's easy to communicate with your customers in a live chat, and you have a priority box where you can keep the collected data. The mobile app is just as pretty and helpful.

I like everything about this software except the pricing, it's a little expensive.

Freshchat provides us with the capability to support our customers wherever they are and in real time. We are able to respond to their questions fastly and easier.

The UI is very impressive, not only for the end-user but also for the agent panel.

Bot feature is not very capable yet (I think it is in their pipeline)

Prior to using Freshchat, we were using Intercom for our website chat. With Freshchat, we realised that adding FAQs was super-easy and it was also intuitive for the end user to navigate through the FAQs. The integration with the mobile apps was easy and we managed to integrate Freshchat across all platforms. Customers are loving the chat feature.

The fact that Freshchat is not a classic chat where you need to be online to attend to your customers. We work with a team of volunteers and even when there is no one available, the bot gathers the information and data from the customer and we can attend to the customer as soon as when there is someone available. This way we never lose interest from the customer.

If we synch Freshchat with our Freshdesk the chats are moved into Freshdesk tickets. Unfortunately we cannot reply from within Freshdesk. When we are not online and when a Freshdesk ticket is created it would be a great possibility to continue the conversation within Freshdesk to follow up and provide our customers with the requested quotation for example. If the chat gets to a quotation we now manually need to create a lead in Freshdesk.

We mainly answer the "quick questions" but from time to time customers also request a quotation after having a chat with one of our agents.

That we don´t sign in or out from the chat that we had before. The campaigns works good

It´s a new software so functions are rolling out more and more. I would like to have a better BOT that can use the FAQ to answer costumers before an agent steps in.

Quick questions from costumers that we can answers.

Modern messagin software, helps to build interaction. Helps in business growth and all messenger in one platfor. good customers support and user friendly

Nothing in particular but need a Manual to understand more

Good for secure conversation and being user friendly

Feutures and perfoacnce in Freshchat is good

Freshcht need to interigtae with X platfrom

We are communicating with our client for Approintments

being able to jump from chat to chat is great. canned responses are easy to create and I love that i can use hotkeys to fill in the responses.

sometimes the chats come in too quickly or there is little to no notification when a new chat pops up.

customer support with multiple languages is very beneficial. although sometimes the translation is a little off.

Freshchat has the best AI operated bot which has great responses. It gives a pleasure of using it.

Questions can be more easier. Bot responses can be more quick

It reduces manpower and the hassle of typing which helps user to get to thr point quickly rather than waiting in queues.

Fresh chat is one of the best CRM software I've used and the best part is about it's AI tool which helps in paraphrasing and summarising the conversation in a concise manner which saves a lot of time.

Did not came any of us dislike till now but whenever the sound of a new chat it can be modified apart from that is good to go.

I'm into customer support where we solve customer issues through calls email and chat and were taking use of fresh chat to solve our customer queries.

INTERFACE EASY TO USer and easily understand to everyone

Nothing of now it's good use for chats n have lots of fun

Good support if any troubleshoot occurs on timely manner

- Out of the box features - Quick integration - Quick support

- Limited customizations - A bit expensive

- Helping our customers reach out to us - Generates tickets which are used by the agents to reach out to customers and help them - Chat feature for solving customer queries in real-time

Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request. It is the best platform to work within a huge team.

Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull.

Timely reminders to cx and trainers, automatic assigning of chats specific to region. one tap options for replying to cx's accordingly. vetymuch time saving, easy to operate and with zero glitches.

It helps smooth interaction with coustomers and the messaging features are really good!

It gets stuck sometime but it also may be due to my network fluctuations.

It helps is campaigning, team box, live chats and many more issues getting resloved

Easy to use, user friendly. the reports are amazing and it gives me a compete picture of the ipoerformance at one glance.

The speed and to schedule an appointment with POC

The best tool to optimize customer experience along with social profile of the customer

Allows is to easily manage our chat support with our customers and ticket raising is easier.

Nothing much, it can be a bit faster and beautiful. Otherwise functionality wise it's awesome

It helps us to connect with our customers on the website and resolve their queries resulting in happy customer reviews.

The speed of the freshchart is very impressive it helps to resolve query soon

There is no specific dislikeof freschart as its allover well and good

Freshchart helps in resolving the queries of the customer and it helps to satisfy the customer on its best.

Innovative user interface which helps in building customer satisfaction and to revert back on realtime which helps to build a long term business relationship..

Additional Filters could have been included, in order to select the resolved count and allocated count for easy sorting and this definitely helps in fetching the data as required

Helping the users on realtime updates and addressing the issues on realtime to ensure customer satisfaction, meeting the expectations and assiting users as per the query

Fresh chat is easy to acces and use it helps get connect in easier way . its is also a platforme to get connected made sharing easy .its is also good for keeping chat recordes

Some times there will be delay in time for showing the assined chats or converstation as this results in poor reply time it will be good if it gets fixed going further

Best platfirm to assist customer queries and concerns, quick resolution of queries and complaints, instant response to user queries and tat based resolution ...

Freshchat has eased my work and ability to communicate with customers and also work hand in hand with my colleagues.

I would not dislike fresh chat other than some few updates that it would need from time to time.

It basically eases communication between the team and the customers