Freshchat is the Great Customer Support Software

It was a good experience, but we always wanted an amazing experience.

Pros

Freshchat is the nice customer support software to help customers with immediate response.

Cons

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

A solid tool to provide top-notch customer support through live chat

Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Pros

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Cons

The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pros

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Freshchat is like a dashcam for your business

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.

Pros

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.

Cons

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.

Clean, Professional and Simple Set-up

I loved the overall chat features. The dashboard and app are very clean. The only reason I switched was due to price.

Pros

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Cons

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.