Freshchat

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

Alternatives Considered: UChat

Reasons for Switching to Freshchat: Due to the need to create a ticket support system as well

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

Comments: 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.

Alternatives Considered: BirdSeed

Reasons for Switching to Freshchat: Because I had used another tool by Freshworks in the past and because of Freshchat overall presentation (features, design, etc.)

I simply could not figure out how to use it

Pros:

Whenever I requested assistance, they would offer someone to assist me, but the person would then send me a whole bunch of highly technical tutorials and the jargon was over my head.

Cons:

I could not figure out how to use or optimize it for my business. Also, it wouldn't integrate with ConvertKit.

Clean, Professional and Simple Set-up

Comments: 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.

Alternatives Considered: HappyFox Chat, Olark and Zendesk Suite

Reasons for Switching to Freshchat: I originally chose freshchat because it was less expensive than the other products.

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.

Alternatives Considered: LiveAgent, Crisp and LiveChat

Reasons for Switching to Freshchat: It was a better tool as comparison from others in my alternative list during the time of purchase.

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.

Great for front end customer service

Comments: I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .

Pros:

I love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.

Cons:

The bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.

Alternatives Considered: Meltwater

Reasons for Switching to Freshchat: We purchased licences for Freshdesk and naturally wanted to try out Freshchat as well.

Freshchat Review

Comments: Overall, my experience with Freshchat was positive. It was a reliable and efficient platform that helped me provide better support to my customers. While there were some areas for improvement, such as the reporting capabilities, the platform was a valuable addition to my customer support toolkit.

Pros:

I really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes.

Cons:

One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.

Alternatives Considered: Microsoft Teams

Easy chat

Pros:

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

Cons:

I haven't found any issues with the chat as of yet.

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 experience review

Pros:

The user interface is very easy to use and understand. You can also customize their theme depending what you like for your needs.

Cons:

Sometimes the notification sound is not working but still a good platform to use.

One of the best software for automated and natural customer chat responses

Comments: The overall experience was excellent, I was able to trust their app, and definitely liked their modern look of the UI.

Pros:

I like their UI the best, it is very intuitive, easy to understand, and looks beautiful. I can also customize their theme as per my website's requirements. The automated responses they provide are intelligent, learn from previous answers, and can be hooked into any channel like WhatsApp, Sms, Messenger, etc. There is no more convenient app I have seen before. It's very simplified and provides real-time context for faster and more effective responses.

Cons:

I did not identify any major con, and any issue I faced during setup was resolved by their customer support team, and they were quick to respond.

You get what you pay for.

Pros:

Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.

Cons:

Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.

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.

No notifications to admin or agent when inbox is not open

Pros:

Cheap and affordable pricing Design is good

Cons:

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

Great Messaging bot for e-com websites

Comments: Best messaging software that will help in improving business and acts as a sales bot which really help in reducing human effort

Pros:

Freshchat is great messaging software we can integrate in websites. it works as sales bot, and build great relationship between customer and organization.it can help in campaigns that will increase sales.

Cons:

Not really con, but sometime it takes little time to respond, and for free-trial period I think there is no 24X7 customer care.

Freshchat has many issues

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.

Brilliant tool for live chat

Pros:

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

Cons:

The AI system was a bit confusing for starters

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.

A good alternative to zendesk

Comments: Some of my clients need a chat tool for their Wordpress wensites. They need to be something simple to use and that can be used in their mobile phone.

Pros:

I like the way it integrates with wordpress. Easy to manage by my clients. Connection with FreshDesk.

Cons:

Nothing so far that i did not like in the app.

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. :(

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.

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.

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

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.