Freshchat

Excellent tool to provide superior customer experience

주석: 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.

장점:

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.

단점:

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

Great Chat Option

주석: Overall experience has been fantastic. One of the things we wanted to do before we made the switch was test out the chatbot on our website to make sure that the transition was smooth, and we were assisted every step of the way with implementation.

장점:

At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format.

단점:

The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page.

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

주석: Highly disappointed.

장점:

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

단점:

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.

Better way to attend clients with Freshchat

장점:

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.

단점:

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

Inexpensive chat bot for website

주석: I have been using is for more than 2 yesrs now and i like it as it's totally worth of it's price.

장점:

This is an inexpensive chatbot and has campaign feature which i use very often on my website

단점:

It's not very customisable and does not have features like lead generation.

고려된 대안: Intercom

Freshchat 전환 이유: It's less expensive

Freshchat is like a dashcam for your business

주석: 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.

장점:

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.

단점:

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.

Excellent chatbot

장점:

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.

단점:

It would be great to be able to program the bot through some API

An excellent entry into live chat support

주석: Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.

장점:

Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.

단점:

Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.

Bring customer servie level to the next level

장점:

I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.

단점:

It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!

A good chatting platform

장점:

Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.

단점:

I don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type.

User-friendly interface & pricing structure

주석: Easy to manage tool that optimizes customer interaction, an incredible tool to have for a lean team. Much better than their competitors with respect to user interface, pricing, and customer support!

장점:

We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.

단점:

Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.

고려된 대안: Intercom

A refreshing new product in chat industry but limited features!

주석: - Great interface for end customers
- Limited features, but done right
- Free trial available with full features to test
- Great customer support
- The backend dashboard UI is good

장점:

Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

단점:

Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

Freshchat - Straightforward and Easy to Use

주석: This has improved customer communication and resolving issues in a timely manner. Very proactive approach.

장점:

The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.

단점:

Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

Decent software

주석: It is a decent platform to be used for your support team.

장점:

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

단점:

There were a few issues in the normal version which is resolved in the upgraded mode

Easy chat

장점:

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

단점:

I haven't found any issues with the chat as of yet.

Easy for employees to use - quite difficult / buggy from a customer service perspective + technical

주석: Quite negative - we have moved providers

장점:

It's a very nice looking interface and aligns with our branding

단점:

It's prone to bugs and very frequently would stop working and the widget disappear

Reliable and easy to use.

주석: Good.

장점:

It's easy to use and very reliable tool to use. The website conversion certainly increased and we have better qualified leads thanks to freshchat. The support team is easily available and the overall experiance has been very good. Highly recommended for small and new businesses (pricing is a big factor too)

단점:

The billing is sometimes wrong and you have to keep a check on that. But once you raise a ticket, it is easily resolved.

Awsome Chat tool

주석: It helps us provide 24/7 support via a familiar and convenient channel

장점:

Eeasy to integarte and use. Simple and elegant interface.

단점:

I wish we could create AI agents who are as capable as ChatGPT

If you have an ecommerce site you need freshchat

장점:

Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.

단점:

If integrated with social media, messages are not marked read on each. :(

My Freshchat review

주석: A well-rounded customer engagement platform that offers a wide range of features and integrations. It is a good choice for businesses of all sizes that are looking to improve their customer support.

장점:

Live chat feature allows businesses to connect with customers in real time.provides detailed analytics reports that businesses can use to track customer engagement, identify trends.Integrates with popular social media.

단점:

1. Can be complex for smaller businesses.2. Lack of advanced reporting capabilities.3. The integrations are limited.

We use it on our website.

주석: We can engage more website visitors.

장점:

It's well-balanced and not expensive, unlike alternatives. We trialed with other solutions but after we used free version for a while, decided to go with them. We also use Freshsales and both solutions integrate well.

단점:

No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.

Online Chat Support

주석: I have been recently introduced to this software and it was pretty easy to integrate with our ticketing system and it is a very low budged product which we can purchase a license for each agent and we also get 25% discount on annual subscription.

장점:

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

단점:

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

Freshchat Review

장점:

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

단점:

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Very limited features, expensive add-on, requires a lot of setup

주석: We have not fully launched yet, because of the amount of time required to set up and copy over information from FreshDesk

장점:

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

단점:

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Freshchat is a good chatbot

장점:

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

단점:

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.