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.

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 .

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.

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.

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.

The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite.

The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done...

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.

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!

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

They have a nice suite of products with a competitive feature set. However, after-sales support was terrible and we could not confidently continue doing business with them.

The interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.

Hopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.

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.

Cheap and affordable pricing Design is good

Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often. They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open

The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it.

Despite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors.

I’ve used Freshchat services as a loan consumer and subscription service. The ease of use in communicating about my financial inquiries, subscription to HP Instant Ink, have been easy to use.

My experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations.

My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.

Quite negative - we have moved providers

It's a very nice looking interface and aligns with our branding

It's prone to bugs and very frequently would stop working and the widget disappear

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.

Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software. Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making

The AI system was a bit confusing for starters

It helps us connect with our customers on a professional level across multiple platforms.

- Professional (why do so many chat apps look so childish?) - Free tier (that is actually useful and doesn't impose ridiculous limits) - Amazing support (even on the free tier, the team go above and beyond)

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

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.

Too good, I am still with them for one of my clients because they liked it very well. The UI does all the magic, it looks really fresh.

Mainly, best Mobile SDK in this segment, Omnichannel communication, Multiple accounts on each channel like facebook, instagram etc.,, easily integrate with whatsapp, best-in-class chatbots

Options to send SMS through Twilio which is costly for India where lot of cheap options are available. Option to add custom SMS Gateway would have been nice.

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.

- 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.

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.