Freshchat is a cloud-based live messaging solution that helps sales and customer service teams engage with prospective buyers. The key features of the solution include automated messages, in-app campaigns, automated lead generation using chatbots and integrated customer self-service.
Freshchat offers a priority inbox that helps sales teams to manage and respond to customer inquiries. Additionally, FreshChat includes features like custom dashboard views for individual team members, widgets, team segmentation, client information and more.
The CRM autoload feature allows chatbots to automatically update leads into a database for sales teams. Users can also set up multilingual FAQs to help address customer queries. Assignment rules enable businesses to assign conversations to specific team members or groups based on pre-set conditions.
Freshchat is available per user per month. Support is offered via email, chat and over the phone.
Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites.
It’s UI is incredible, super easy to use but with all of the features you would expect and more!
I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.
One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!
Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.
Troy from AddressTwo
Employees number: 2-10 employees
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!
Krishna from Gulf Bio Analytical
Employees number: 201-500 employees
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.
Its design is very attractive which customer finds it easy to use. It give us leverage when communicating with the customers.
Added information regarding the customers are also very helpful on giving us an idea how to handle/communicate.
Easy to setup. With offline mode.
Message notification from customers can be improved. Customer service sometimes missed messages due to this.
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 made it easy to get help and get questions answered. I didn't have to wait long and it was easy to read. I also liked that it listed the times of the chats as this was helpful in knowing how long the representative was taking to answer questions.
The software is simple to use from the customer end. All I needed to do was type my questions and comments, and the representative on the other side was able to type their responses. The chat was easy to read and attractive.
There really wasn't much to dislike, but if I had to say something, I would say that the chat window was a little large at times. It would be nice to be able to reduce its size and not just minimize it.
I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.
There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.
Lavanya from Testsigma
Employees number: 11-50 employees
The Sales team is greatly using the tool and is really liking it!
Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D
The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.
Kobi from Kobestarr Digital
It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook
Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time.
Documentation is poor - they have a page that tells you to copy some code. There is no link to the code!
Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears)
Making changes mainly requires you to add additional code to the site instead of in the settings.
The UI is refreshing and usage is quite easy. It is easy to get started and the simplicity of the UI allows to learn the functionality easily. Sincerely saying, I haven't tried many other chat tools but I can vouch that this is one of the good ones.
Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.
- Greatly helps in talking to our customer via the application
- They provides iOS, Android and Web SDK to integrate in all platforms
- Channels are great, so we can send like a notification to users
- Tagging each users with custom fields is great
- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.
Pratik from CodiHub
Employees number: 1 employee
I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!
The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.
Bipin from CloudQA
Employees number: 11-50 employees
It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details.
There are numerous things like:
- Poor on-time notifications of web visitors.
- Take almost 10 secs to the chat box to appear after initializing a chat.
- Difficult to transfer chat.
- Really bad customer support.
Yan from Premium Consulting
Employees number: 2-10 employees
We can engage more website visitors.
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.
No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.
Jacob from JP Industries
Lost a few customers
Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries
That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.
Muneeba from TRG
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.
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!
Tristan from Holdingbay
Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day.
The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus
Response: Freshworks, Freshworks
Date: February 2018
Thank you for your review Tristan. If there is anyway we can improve your experience with Freshchat I will be more than happy to help you.
cost effective and being online for our customers 24/7
Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!
We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item
Aaron from DODA
None, just a waste of my time.
Looked nice.. that's about it.
Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes.
The support told me to check my settings, still didn't work.
Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in?
BUYER BEWARE - what a joke.