Freshchat Reviews & Product Details

Unified inbox experience to manage conversations across digital channels.

none so far. i have not experience any negative

Users can automate conversation routing in Freshchat, where you can assign conversations to individual team members or groups based on rules that you need to define.

It's so useful for me as an agent cause I can solve the issues that face my customers and make it easier and more beneficial for them to be satisfied with the service I provide.

Sometimes in rush hours, as I have to solve all kinds of cases, I deal with so many chats at the same time, and it gets stacked on the queue, which appears to the customer that we are intentionally avoiding them, but it's not a big deal as we handle them.

All kinds of problems, I really mean it cause customer can contact with us so quickly and that exposing the main issues that face our clients which help us improve our way of service.

The chat is amazingly simple to integrate with your application. I also loved the customization feature to match users' branding guidelines. Also features like bot, campaign, topics, faqs, etc are too good.

The only downside I notice is that there are no tutorials available for most of the features. I had to contact support for Demo which took quite a long. I suggest a separate tutorial on every feature like bots, campaign, setup, etc.

We use Freshdesk message to give support ability to our platform via chat. We also use it to inform our visitors about new deals, features,etc via campaign feature

Their simple and easy to use User interface, app integration functionality, chat bot service

At times the account manager is not available over the call or email

Helping with multiple channels to assist the customers via live chat, whatsapp chats.

I like Freshdesk for ticketing, it really gives all the information you need and very straightforward for Canned responses as well as Freshchat very easy to reply with the customer

The only thing that I dislike is their priority type because it is not consistently following the SLA we set for ticket prioritization as well as the data report, it does not provide us the accurate info

we use Freshdesk Messaging for answering queries for those customers who've sent us via email, and also for outgoing emails in case we need to contact our customers for those issues raised via our Business What'sapp

The best thing that I like about Freshchat is real-time analytics. As a team manager, it allows to keep a real-time view of what the agents are doing and the SLAs

You do not get comprehensive reports and analytics which can be used to improve your service offering and optimise the operations and customer experience. It only gives broad level numbers

It helps in solving the customer support experience. You get features like chat-bot and automation. It also has features like auto-assigned and AI-based bot to help you manage your team

Get more done, together with Freshsales and Freshconnect With Freshsales and Freshconnect, communicate in context and collaborate with teams across your organization to close deals, faster.

There was nothing that I disliked. THIS lets one invite a developer or anyone else instantly to meet.

With collaboration in Freshsales, empowers users to quickly get access to relevant customer information, collaborates with team members right where it’s needed

I love it because it's easy to use and fast plus shows you everything that happens in chat like if Conversation was assigned to an agent or group plus the private note is very useful if you want to save something important in the chat like a pic order a date about the customer, private note is only visible to agents customer connect see it also that chat is counting with seconds if u didn't give it first respond thats is good if u have target also the reporting is so powerful and helpful as it shows u the number of agents and assigned chat and the aht and first respond for everyone also Canned Responses is great saves alot of time and u can also add your own plugs on smart plug it's just great i love it

well sometimes it the chat time count is wrong or have delay and also not counting in seconds if u give a response from ur side , also that if u don't have chats assigned to u after a while u will be automatically inactive and any chat will be assigned to u will count as away

the private note is excellent makes it easy to tell an agent something without being visible to customer Canned Responses makes it faster and easy to handle the chat the reports is so useful to understand what is the most common issue ur business have the Custom View is great u can see any agent chats

i like many tings first the Canned Responses it's great and u can add as much u can also i can see that chat i resolved and was assigned to me or one of the agents by selecting custom veiw i also love that u can send something to more then one Conversation by selecting it

not counting in seconds within the chat

fast handling, and it's just great, and everything is great also assigning chats to English or Arabic teams in an automatic way

Freshchat works simple and great. It allows us to manage our customer relationships easily and efficiently.

I'm happy with Freshchat. Price is competitive vs. other options, and functionality, though it probably is not so complete, is good enough for most companies.

Freshchat allows us to attend to customers at the right moment. Mobile and email notifications work very well, and the app is fantastic.

Integration between FreshDesk and FreshChat has been very helpful for our team! It has been easy to learn, and it's been a fun experience for us to use as well.

How automatic the responses are. I've found when going between multiple chats, I'll send a reply to one that i meant to send to someone else. Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!!

Just how quickly we can communicate with our clients instead of going back and forth through email.

I do like whatsapp and how you interact with the client through whatsaap and fb direct message . its is easy and lovely

None at the moment , I have not have anything i do dislike

How to add my team member on group and assignmnet and many more

Freshchat is the ideal replacement for real time interaction across globe for customer interaction.

It requires an upgrade and more custom options, Apart from that its perfect!

technical and crucial customer service!

1- Efficiency from cost and time 2- direct support through their own teams not 3rd party partners. 3- financial support and generous discounts

I Can`t really recall something that i didn`t like through my 3 years of experience with them. except for the frequent changes in the designated account manager. this might be due to the fast expansion which is good not bad.

1- Single source of truth for all my messaging interaction with the customers.

I love having found a tool as fabulous as Freshchat, which with excellent CRM tools, as well as continuous messaging that allows us to capture exactly the potential clients to be much more precise in the people who will really stay. Bots are really the right tool to perform various functions in a much more automated way, it allow I to qualify potential customers, take question tickets and in this way distribute all the work equitably among the sales consultants. It helps us in our organizational capacities through time lines and it even has other much more powerful tools for searching data and collecting information.

Another of its strengths is to be able to enhance remote work, in this current situation it is essential and a plus for my work. Collaboration tools make work management much more comfortable, since it is much easier to manage the workload and distribute it among each work colleague.

Without a doubt, Freshchat is the software that represents exactly what we do, it provides us with the right and adequate tools to manage my CRM system, to maintain greater control over potential and fixed customers, in addition to being able to assist them, attend to their requests and concerns as well, how to cover various campaign shipments to enhance sales campaigning capabilities. It is possible to cover much more work since its functions allow us to go beyond automation and bots that help us to be more agile in what we do.

It is 100% reliable, it works great in the computer and phone. So you can work with it on the go. Just perfect.

Nothing. It works well and all the time. It is all you need for the customer service part of your business.

It is essential for my business since 24/7 customer service is needed all the time. Fresh chat allows me to do this. I have answered questions from the phone in my bed at 4 am.

Freshchat is great! It's incredibly easy to use and allows us to run our chat windows from the mobile/web. The pop-up FAQ's are 10/10.

I think the notifications could be a little better on the app. I always seem to miss it when somebody emails us. I think the chatbot could use a little work too. We're going to start using it later by adding more questions, but I still think it could use some work.

I'm solving our quick-chat problem from our WeStrive website. Without this, our users would have to just email us.

I like that Freshchat cover my minimal needs to support users in a light and efficient way

not earning enough yet to be able to use the pro version, it is very worthwhile

I offer direct and instant support to my users. I love being able to enjoy a free tool that is fast

* Great pricing * Ease of use * Customer support * Slack, Facebook integrations * Mobile application

Nothing as of now. FreshChat fullfils all the business demands.

We are able to support our customers 24/7 because of Freshchat. Everytime someone writes a question, we get notifications to Slack. From Slack we can easily reply or open up their mobile/web application and reply from it. We can assign people in the team to handle the support requests. The process works like a charm.

The UI is very impressive. Seamless integration into Freshdesk for ticket creation.

I would like to see integration with Freshcaller. There is some clunkiness with setting up chatbots.

We are meeting our customers on their preferred channel/platform. We are making our customers happy like crazy!