Freshchat Reviews

Freshchat is the Great Customer Support Software

Comments: 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.

the online messaging solution that improves the customer experience

Comments: Overall, Freshchat is considered an effective online messaging tool that offers advanced features to enhance the customer experience. Users particularly appreciate the user interface's ease of use, advanced customization, and agent-to-agent conversation transfer features. In addition, integration with other software is often a benefit that users appreciate.However, some users have reported limitations in customization and costs when compared to other online messaging solutions. However, these issues can be outweighed by the benefits Freshchat offers, such as quality customer support, customization and advanced features.

Pros:

Ease of use: Freshchat is easy to use and has an intuitive user interface, allowing users to get started with online messaging quickly.Customization: The software allows for advanced messaging customization, allowing for the customization of messages, icons, colors and the overall appearance of the chat window.Advanced features: Freshchat has advanced features such as the ability to transfer conversations between different agents, the ability to see the full history of conversations with customers, the ability to send automated messages, and many other features.Integration with other software: Freshchat can be easily integrated with other software and platforms, such as customer relationship management (CRM) systems, email marketing tools, chatbot tools, and more.These and other features are often appreciated by Freshchat users

Cons:

Customization Limitations: While Freshchat offers a great deal of flexibility in customizing the appearance of the chat window, some of the more advanced customization options may not be available.Cost: Freshchat can be relatively expensive compared to other online messaging solutions, especially

Cheap and easy to use chat function for small organisations

Comments: It's been fine. Customer support was poor

Pros:

It has a very basic but good AI chat bot, covers most of the operational needs

Cons:

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Freshchat is User-Friendly Apps

Comments: We are very happy with the features in Freshchat, starting from Segmentation and even the Advanced Automation feature which makes it easy for us to create reminders for each of our Agents.

Pros:

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Cons:

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Chat solution for enterprises

Pros:

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.

Cons:

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.

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

Comments: 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

Didn't Stick with Freshdesk Messaging

Comments: 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.

Pros:

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.

Cons:

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.

The best way to handle and satisfy your customers

Comments: Lovely experience and very useful for my role.

Pros:

First, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely.

Cons:

I have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline.

Complete Software Package

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

Pros:

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..

Cons:

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

Freshchat is a good chatbot

Pros:

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

Cons:

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.

Freshchat support is BAD , UNRESPONSIVE,

Comments: 0 for support
good for software

Cons:

Being the Chatting / ticketing company, i have to say their support is really bad after being in touch with them for 6 days ( everyday 2 emails) my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5) and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply. and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved. I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients. you will spend a lot of time with the support not because of the software not great but because they love to loop u differently to different departmetn without getitng a problem solved.

A refreshing new product in chat industry but limited features!

Comments: - 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.

Decent software

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

Pros:

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

Cons:

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

Easy for employees to use - quite difficult / buggy from a customer service perspective + technical

Comments: Quite negative - we have moved providers

Pros:

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

Cons:

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

Best chatbot application

Comments: I have been using this to integrate this in my website to help people find answers to there concerns and contact customer support if needed.

Pros:

The ease of use and how we can integrate this in our own website just using the readymade javascript code. easy to create tickets in freshdesk and reroute to respective person .

Cons:

Sometime the chatbot logo disappears and I have to reload the page to see it. Apart from this it works great.

If you have an ecommerce site you need freshchat

Pros:

Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.

Cons:

If integrated with social media, messages are not marked read on each. :(

great and simple tool

Comments: 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

Great for Mobile Apps!

Pros:

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 !

Cons:

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

Online Chat Support

Comments: I have been recently introduced to this software and it was pretty easy to integrate with our ticketing system and it is a very low budged product which we can purchase a license for each agent and we also get 25% discount on annual subscription.

Pros:

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

Cons:

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

Easy to set up and easy to manage

Comments: Good and easy to set up

Pros:

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

Cons:

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

Simple Easy To Use and Added a Huge Value to Our Customer Support/Training

Pros:

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.

Cons:

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!

Best tool to integrate chat tool on your website

Comments: It really solve the purpose of chat integration system for your website. Overall experience is awesome!

Pros:

This software is my first choice to integrate chat script on my website. They have heft list of feature and free plan as well. You can easily change the background image and add questions for chatbot as well.

Cons:

I found all the options I need to set up chat tool for my website. So, there is nothing which I like leas about this software.

Freshchat intergration into Freshdesk really upped our support game

Pros:

Freshchat is really easy to use and you are able to integrate it into your Freshdesk dashboard. This means that your support team can chat and respond to tickets using a single dashboard.

Cons:

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

The Best Chat App Imimented Easily

Comments: Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites.

Pros:

It’s UI is incredible, super easy to use but with all of the features you would expect and more!

Cons:

I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.

Freshchat

Comments: Its integration with our freshdesk was easy and very easy to use and administer.

Pros:

Easy to use and configure and integrate with other products like freshdesk.

Cons:

the solutions do not open in a new window and it only opens in half the screen when maximized.