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.

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.

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

I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .

I love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.

The bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.

Highly disappointed.

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

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.

In general , its good tool for direct contact with clients , user friendly for agents like any platform can always be improved .

I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated

I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .

It is overall good for development of simple chatbots like fact sheet chatbot.

Adding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.

Condition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.

Overall I had a poor experience with Fresdesk Messaging. I would honestly not recommend it to others based on my short experience. Again, we only used it for a trial run but all of my team members were fine to move on to the next option.

I was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.

None of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.

It is helping by giving our customers a quick, familiar and simple way of contacting us so that they can receive the support they need. So ultimately it is helping our business grow.

It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.

I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.

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.

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.

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.

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

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

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

Eeasy to integarte and use. Simple and elegant interface.

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

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!

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.

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.

A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.

Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.

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.

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

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

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.

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.

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

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

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

I think Freshchat is one of the best apps for Live chat conversation...

Its indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot..

Something its slow but I think its because of the network coverage....

Good.

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)

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

The overall experience was excellent, I was able to trust their app, and definitely liked their modern look of the UI.

I like their UI the best, it is very intuitive, easy to understand, and looks beautiful. I can also customize their theme as per my website's requirements. The automated responses they provide are intelligent, learn from previous answers, and can be hooked into any channel like WhatsApp, Sms, Messenger, etc. There is no more convenient app I have seen before. It's very simplified and provides real-time context for faster and more effective responses.

I did not identify any major con, and any issue I faced during setup was resolved by their customer support team, and they were quick to respond.

I found a couple of issues and I had some questions but i didn't get any answer from customer support. The tool is pretty simple and easy to understand I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

The tool is pretty simple and easy to understand

I found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

Is good but change to Chatwoot because freschat is more expensive

Easy to deploy and integration to website.

Need more integration directly to the chat example with messenger whatapp and other tool.

So far we use Freshchat for our Mobile App. It's integrated inside, so everybody who uses the chat can get in touch with us. .. and they do... and we respond from the very friendly and easy dashboard for us. also it have free version, which fits our needs for now, which is great !

Would be better if their cust.support was answering faster.

No serious problems and customer service was quick to help with anything I needed

The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.

It isn't very easy to search through old conversations.

Good and easy to set up

All required options are available. Reports and dashboard features are good.

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Really enjoyed learning about the software as soon as I signed up for the free trial. I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!