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.

Abysmal Support, Had to push hard to get our money back.

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: Zoho SalesIQ, Tidio, My LiveChat, and Pure Chat

Reasons for Switching to Freshchat: We chose it as during the trial, it met our needs. Once we start paying for the software, things quickly started going downhill.

Low code no code budget friendly chatbot platform

Comments: It is overall good for development of simple chatbots like fact sheet chatbot.

Pros:

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.

Cons:

Condition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.

Excellent chatbot

Pros:

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.

Cons:

It would be great to be able to program the bot through some API

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.

Freshchat Review

Pros:

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

Cons:

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Inexpensive chat bot for website

Comments: I have been using is for more than 2 yesrs now and i like it as it's totally worth of it's price.

Pros:

This is an inexpensive chatbot and has campaign feature which i use very often on my website

Cons:

It's not very customisable and does not have features like lead generation.

Alternatives Considered: Intercom

Reasons for Switching to Freshchat: It's less expensive

Freshchat excellent tool for your business chat support team and customer service

Pros:

The interface is of exceptional quality. InteliAssign and Canned Responses are two of our favorite features. We have two types of customers: business-to-business and business-to-consumer. This feature allows us to automatically assign support staff based on their skills and line of business. Shortcuts for canned responses are also very useful. You can tailor these canned responses to match the tone of your business that you want to convey to your customers in chat.

Cons:

When it automatically creates a Freshdesk ticket and you need to send a response, or it will affect your First response time in Freshdesk.

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

An okay chat, if you are using other Freshdesk products

Comments: An okay system that is getting by for now.

Pros:

There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well.

Cons:

As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor.

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.

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.