Freshchat Software


 

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.

 

Freshchat - Conversations
 
  • Freshchat - Conversations
    Conversations
  • Freshchat - Add new assignment rule
    Add new assignment rule
  • Freshchat - Chatbot
    Chatbot
  • Freshchat - Customer feedback popup
    Customer feedback popup
  • Freshchat - Agent settings
    Agent settings
  • Freshchat - Languages
    Languages
Supported Operating System(s):
Web browser (OS agnostic)

21 Reviews of Freshchat

Showing 1-20 of 21

 

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July 2018

July 2018

A great chat widget

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

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.

Cons

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.

Review Source: Capterra
 

Lavanya from Testsigma
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Great tool for instant chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

The Sales team is greatly using the tool and is really liking it!

Pros

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

Cons

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.

Review Source: Capterra
 

Kobi from Kobestarr Digital

May 2018

May 2018

The main thing that attracted me to Freshchat was that it looked good...1 was vain

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

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.

Review Source: Capterra
 


April 2018

April 2018

Absolutely awesome tool for customer interactions via live chat!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

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.

Cons

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.

Review Source: Capterra
 


April 2018

April 2018

Great SDK to interact with our customers easily

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

- 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

Cons

- 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.

Review Source: Capterra
 

Pratik from CodiHub
Number of employees: 1 employee Employees number: 1 employee

April 2018

April 2018

Just a bit expensive for Entrepreneurs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
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Sales improvements

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

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.

Review Source: Capterra
 

Bipin from CloudQA
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Freshchat has many issues

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Pros

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.

Cons

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.

Review Source: Capterra
 

Yan from Premium Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

We use it on our website.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
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Support

We can engage more website visitors.

Pros

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.

Cons

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

Review Source: Capterra
 

Jacob from JP Industries

March 2018

March 2018

Terrible Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Support

Lost a few customers

Pros

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Cons

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.

Review Source: Capterra
 

Muneeba from TRG

March 2018

March 2018

Bring customer servie level to the next level

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

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.

Cons

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!

Review Source: Capterra
 

Tristan from Holdingbay

February 2018

February 2018

easy to set up and integrate with our Freshdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

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

Review Source: Capterra

  Response: Freshworks, Freshworks

Date: February 2018

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.

 


December 2017

December 2017

Modern customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
Value
Support

cost effective and being online for our customers 24/7

Pros

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!

Cons

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

Review Source: Capterra
 

Aaron from DODA

October 2017

October 2017

Tried on our website, did not work, no support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Value for Money
Value
Support

None, just a waste of my time.

Pros

Looked nice.. that's about it.

Cons

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.

Review Source: Capterra
 

Shikhil from Czar Securities
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

A refreshing new product in chat industry but limited features!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Support

- 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

Pros

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.

Cons

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.

Review Source: Capterra
 

Jessica from Looq

February 2017

February 2017

Good tool when getting started

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Value for Money
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They have a free plan which is pretty good but keep in mind, if you are chatting with customers at scale, their feature set is very limited. I would definitely keep them in mind because their products do mature quickly but at this time, they don't have the number one product on the market. But it is free so it is a great start.

Review Source: Capterra
 

Karthik from Unleash

February 2017

February 2017

Awesome Product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
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Support

Smooth sailing all the way! we have been using freshchat since their beta days and we have never encountered a problem till date. Its easy to use and integration was super simple!

Review Source: Capterra
 

Kevin from MakingYourOwnCandles

February 2017

February 2017

Easy to use chat

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
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Support

An easy and effective way to add chat facility to your online shop or website. Dealing with customers is simple enough, with an easy to use interface for both sides and the facility for customers to leave out of hours messages. My only gripe is that there's no way to set office hours so the icon could switch automatically to the "leave a message" version when we close for the day.

Pros

Easy to use
Low cost
Nice design

Cons

Can't set out of hours
No mobile app

Review Source: Capterra
 

Albert from ImportDirect

February 2017

February 2017

Nice product

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

To this time it serves our needs well. Didn't have any problems with it since we are using it. It is a nice product.

Review Source: Capterra
 

Ines from Pocketik
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

great and simple tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
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Support

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

Pros

The tool is pretty simple and easy to understand

Cons

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

Advice to Others

Mentioned above

Review Source: Capterra
 

Pekka from iDiD Digital Signage

January 2017

January 2017

Really interesting service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
Value
Support

We've been using other Fresh* -products for a couple of years. Freshchat has not yet been implemented/in use, but our experience with Freshsales/Freshdesk is so good, that I can recommend this product as well

Review Source: Capterra