Freshchat Reviews & Product Details

Freshchat is undoubtedly an exceptional tool, where it is possible to connect to a messaging and communication network for the exchange of commercial projects, and the organization of work tasks. It is a direct and fluid path where perfection is achieved in what we do, thanks to its affordable cost all our clients, partners and colleagues can join our network without any complications, making all our work much easier. With this, create a perfect link in my company where there is a merchant-customer connection to manage questions and answers, thus solving customer support problems like we never imagined. The messaging system brings with it interactive options, such as gifs or images, that allow a clearer image and message to be transmitted. Integrating Freshchat with different API's makes the system much more fluid and collaborative.

I like how fluid it is, efficient messaging, and its effective tools. However, I don't agree with the configuration and customization system, I feel that there is still a lack of capabilities to adapt the system to our fair requeriments, we have had to adapt our work to the software and not vice versa, which has changed many of the work strategies that we had established, although it is not something completely bad, but we eould like to be able to configure everything as we need it.

Freshchat's tools have been essential for our day to day, communication is essential for a project to be fluid and interactive, where each part is active and collaborative, including participation of clients, partners and colleagues. We are now much bolder in the immediate response to conflicts or inconveniences, through communication we transmit our inconveniences to guide them in the search for a better effective solution, which solves and remedies, always seeking work and professional success, thus perfecting the service that we offer to all our clients. With the messaging system we can be in charge of the progress of each of our projects, scheduling commercial tasks and helping to amplify the advances that are made separately, to unify them as one.

FreshChat is one of the best communication platforms by FreshWorks that works for thousands of websites as a bridge of communications between companies and their customers through chat. FreshChat is an advanced, fastest and userfriendly chat platform that makes a top choice for any company. The best thing that I like is the advanced reporting system, integration ability, and Bot response customizations.

Well, there are some technical issues we are facing while using the applications and what we have found is it requires a fast internet network to avoid delays in bot responses. We have noted that chats are getting delays while bot conversations and defining the groups. Also, Bot responses require to make more updates for better responses.

Well, it requires better internet connectivity to avoid delays in boat responses and assigning the groups. You can customize the boat responses as per business categories and requirements.

Freshchat is a solution that offers nice customer engagement features for an affordable price. From the start, it’s easy to understand even without using the guides provided by the program, and we were able to set everything up the same day. I think that what makes Freshchat so unique is the ability to customize everything so perfectly to meet the customers’ needs and requests. It’s a software that I could describe as fresh because it not only is a very limited (in a good way, offers only necessary tools to keep you on track of your customers’ doubts) program but it also offers a good bot that works during the whole day, and that automatically creates a ticket for every customer and guides them through a solution to whatever problem they’re having at the moment (and if the bot and FAQ is not enough, they will be able to talk with one of our agents). I think that Freshchat is a good way to gather feedback from clients to know which things need improvement, and it’s also good to collect and store data from customers so that I can have contact information of every one of them to make the communication experience even better and faster.

I wish there was an easier way to look through old conversations/data, as of right now the search settings to be a little inconvenient. The program also tends to be laggy at times, but other than that, it’s great.

For the most part, Freshchat has been very beneficial to us giving us a platform to communicate with clients and customers to solve all their doubts. I love that it meets all my needs and the operations team is always working in it, and we get constant feedback that we can use to improve not only our business but also ourselves as workers. I absolutely appreciate that Freshchat has a simple design, that combines the most simple features with the most advanced ones to create something new and fresh, and that gives us the power to implement these features into our everyday duties. For us, it has improved our communication skills, and the agents take less time to answer the clients because some of their doubts can be resolved with the FAQ that can be established in the program.

I like the free features for custom chat on my website. As my biz grows I plan to pay for the other great features it comes with, primarily campaigns

hmm not sure. I think I like it all. I guess I want the paid features for free, but understand that that can't happen

I get frequent questions from fans of our shows and/hosts directly to the site and my team and I are quickly able to answer them via phone

Whatsapp Integration and multi agent ability

Notifications are slow and it causes delayed response. Unable to download report in excel of phone numbers with which we engaged on Freshchat

Ability to have multiple people chat on whatsapp with customers

The chat is easy to monitor, offers valuable features to improve customer service. Supports customizations, automation rules to improve workflows and integrations with third-party software. It helps us to efficiently handle incoming queries and to respond to them promptly.

It's hard to find something negative, since its functionality is tailored to our requirements.

Freshchat improves communication with our customers, helps us improve response times and offer personalized attention. It is very useful to capture leads.

Simple interface, easy to understand and use admin tools. It was very easy to get it set up and start using it really fast. It also integrates with other Freshworks tools, like Freshdesk so that you can share FAQs from your knowledgebase on chat.

Very little to dislike. I would appreciate more flexibility with the online/offline tools (easier way to go to offline vs. business hours, more flexibility on bot-chat intro conversations). But, as is it is still super helpful and useful.

Resolving support issues in real-time. Answering questions quickly. Happier customers.

Easy to integrate into our web-app and website. Great set of features and part of the Freshworks suite so it integrates with the other Freshworks products that we use.

Freshchat is just a chat tool where some other tools include additional functionality. For us, that is great because we didn't want to pay for functionality that we don't need or use.

We use FreshChat to provide support for our consumer and business customers. It works well, is easy to use and we consistently get great customer feedback.

Simplicity and design are great. The service seems very reliable

No easy options for automation. Would appreciate more backgrounds

customers can reach out quickly from anywhere on our site. They sometimes have questions or issues and we can address very quickly. This has proven valuable to our customers, who appreciate the easy access to a real person

The design is really user friendly and allows assistants to have a comfortable managing experience. Simple to implement and to understand its features.

It should be more visually customisable.

It allows to have different support channels so clients are directed to the right assistant.

I used multiple chats but only freshdesk created many engagement. It has plenty of features in free plan itself. Trigger feature in freshchat helps to target users based on the behaviors and run campaigns based on that. This helps us to unwrap lot of things user was confused and why we are loosing in funnel.

More options to customize the chat icons. This will be helpful for branding. Direct ticket handling for support raised from freshchat will be helpful instead of freshdesk integration. Bot option helps me a lot as customer can get his questions answered events if agents are not active.

I had problem with my customers not signing up who landed from google organic search. After freshchat installation I launched a trigger campaign to know why customer not moving further in conversion. With freshchat after conversation with many customer, we learnt how we can improve the user experience.

Works in all my devices and whatsapp integration is cheaper

Is hard to integrate with the web page if you want to add a pre-form because you have to make certains configurations on the backend

Live interaction with all the users that came form Google or Facebook ads.

A well thought workflow to connect all incoming requests to the support platform. Extensive reports to evaluate and analyse. Support is amazing and really efficient. Pleasure to work in a well planned and thought product. The bot takes care of registering queries if the team is not online and can follow up really easily later.

Nothing as of now, some additional features when added would convince me to give them a full rating.

We are using freshchat to connect our support mainly apart from creating more leads and help closing them.

I love that as I small company we have everything that we need in the free version of freshdesk. Hopefully soon we are big enough to graduate versions

Some things could be smoother. For example it is kind of difficult to follow a very long thread of emails from users.

We are able to keep track of our users better. We can assign tickets to people in our other office

Convenient tool for customer communication and ensuring to maintain a high level of customer service.

Certain integrations are a little complex to set up, but definitely possible after going through the guides provided by Freshchat.

Using 1 platform for online communications with customers, and a platform where all our customer service reps are connected. It is easy to set up and use within your business, and is an efficient way to communicate with customers.

Chats are fully visible to other agents. Agents can view other chats and leave private or public messages. This makes it very easy to collaborate in the background, step in where needed or use chats as studies for the team. As a manager it's very useful for keeping an eye on chats that might have been missed by the agent.

Asynchronous messaging is really cool, but still confuses some visitors. Despite careful tweaking of the offline messages, some visitors still explode because they think they are being ignored when all agents are asleep. I would like to see an option to make business hours more explicit.

Freshchat is integrated nicely with Freshdesk. The primary problem that it solves for us is providing an instant communication method for customers who have urgent requests, while keeping their conversations synced with the main support desk so we never lose a topic.

ease of use, a very responsive support team

I can't think of anything at the moment.

to be available and easily contacted by customers/would be customers. Freshchat with the mobile app allows me to be reachable whenever and I can communicate back to interested inquiries right from my phone and the transition between browser and mobile is seamless

Ease of set-up is what I love the most. Not being a tech person, a lot of tools tend to get very intimidating when it comes to setting things up. FreshChat simplified a lot of other things for me moving forward from setting up as well.

I faced certain situations where delivery of my chat messages were being disrupted due to add-ons to my browser.

Given the right kind of text in the right campaign, I understood customers were more comfortable in dropping contact information within FreshChat than going through an obligatory sign-up route. Using FreshChat increased my in-bound leads by a good margin.

there are very few menus and options are easy to find

it is obvious there are upgrades to be made and additional functions that can be seen but are only available with a price hike

online platform - freshchat allows us to talk with users and manage FAQs

Clean, clear-cut interface. Simple and quick to setup

Nothing so far - only using basic chat functionality

Wanted to try out a real time chat interface to support our users and collect any feedback/bugs/enhancements that they might have.