Freshchat

My main use case for FreshChat  is customer chat and messaging.

A quick specific example of how I use FreshChat  for customer chat and messaging is that the AI chatbot can answer common product questions from customers, surface our support guide articles, and route conversations.

Something unique to my organization regarding my main use case is being able to route and triage customers differently based on the segment that they're in or the tier of service.

In my opinion, the best features FreshChat offers include conversation tags, escalations, priority, assigning, routing by customer segment, and the fact that customers can reach us via multiple forums but managed in one inbox.

Conversation tags and routing by customer segment for my team allow the AI to answer a majority of the questions for the scaled team, so the CSMs don't need to get involved in more technical questions or questions that should be handled by either the support team or by AI. For our larger customers, depending on the type of question, if it's more tactical or more strategic, it can get routed to the support team or to the CSM more efficiently.

FreshChat has positively impacted my organization by decreasing the amount of emails that the CSM has to get involved in because the AI is able to either answer or triage more effectively.

I have seen a specific reduction in the amount of emails that CSMs need to get involved in, which is helpful for time and cost savings.

While I don't necessarily have specific metrics, I see a significant decrease in the amount of emails that CSMs need to be looped into, which is very helpful for time savings and cost savings.

FreshChat can be improved with better customer success workflows, as those are limited right now.

It could be better about flagging customer health or risk for upcoming renewals.

Regarding FreshChat's AI capabilities, it seems to be secure; it's solid, but maybe not as advanced as Intercom .

In terms of accuracy and reliability of output, FreshChat is mostly correct but needs to be trained on certain activities, especially those that are unique to organizations.

I have noticed that FreshChat could be improved as it doesn't support customer health scores, renewals, QBRs, product adoption, or other types of customer success functionality.

I have been using FreshChat for one year.

FreshChat seems stable.

FreshChat's scalability is good; it scales pretty well, can handle large support volume and multiple departments, and has role-based permissions.

I previously used Intercom  because it is typically best in class, and we had used it previously.

My experience with pricing, setup cost, and licensing is that it's cheaper than Intercom.

Before choosing FreshChat, I evaluated Intercom.

My advice for others looking into using FreshChat is that it's good but needs to be layered with another customer-type software, such as Vitally  or a full CRM . I give it a rating of eight because it needs to be paired with a customer success tool such as Vitally , and it's not as advanced as Intercom.

Freshchat serves as the central live messaging platform for our customer support department. We use it to communicate directly with users, handle inbound inquiries, and resolve questions in real time across our website and mobile applications.

On a daily basis, our support agents rely on Freshchat as their main workspace. The daily workflow includes automated queue routing via IntelliAssign, rapid responses using canned shortcuts, internal team notes for escalations, and viewing real-time customer metadata right alongside the chat thread.

Freshchat has significantly reduced our response times and improved CSAT. Because agents can handle 3 to 4 conversations simultaneously using canned replies and instant user context, we boosted our overall support capacity by roughly 50% without needing to add extra headcount

Canned replies and contextual customer insights are the two most valuable features for us. Having user account data right in the side panel eliminates repetitive questions, while shortcuts help agents clear queues significantly faster.

While the core web app is rock-solid, the mobile app (iOS/Android) could use some attention. Support agents occasionally experience slight notification sync delays when monitoring chats on mobile away from their desks.

About 1 year.

FreshChat  is very stable.

Stability: Very stable (10/10). No major outages or disruption to daily operations.

Scalability: Excellent. It functions as a true enterprise-grade platform that effortlessly scales as interaction volume grows.

10/10. Freshworks' support team is responsive and resolves ticket issues quickly.

Setup & Pricing: Great experience. Simple deployment via JS snippet/SDK, straightforward seat licensing, and zero hardware overhead.

ROI: We achieved a clear, positive return on investment within the very first month of full deployment due to immediate handle-time reductions.

We saw a clear positive return on investment within the first month itself of full implementation.

Pricing is straightforward with predictable per-agent seat licensing and seamless AWS Marketplace  billing. Setup was quick and low-cost since we deployed via JS snippet/SDK without needing external consultants.

10/10.

My main advice is to approach Freshchat as an asynchronous messaging tool rather than old-school, rigid live chat. Don't treat conversations like phone calls where customers have to stay locked to a browser tab waiting for a reply—let them message and walk away if needed.

FreshChat  is our preferred platform for engaging with clients and communicating with stakeholders and partners. It serves as our conversational intelligence platform for receiving queries, communicating, and engaging with all our clients, partners, and stakeholders in a comprehensive and encouraging manner.

A recent example of how we use FreshChat  with our clients or partners is across our departments. In the department involved with project execution and management, we use FreshChat to communicate with clients and partners. Project implementation requires intricate planning and brings all participants, including employees, clients, and partners, together. FreshChat helps us unite them and provides various channels to communicate with, streamlining and reducing implementation complexity.

Additionally, we use FreshChat to reach out to new and potential clients. It offers a number of ways to conduct cold calling, which applies to our sales and marketing process.

FreshChat offers several features that prove valuable to our organization. First, it offers multi-channel communication, allowing us to communicate with clients through email, phone, or live chat. These alternatives ensure that clients or participants can reach us, even if they cannot access one platform.

FreshChat is an AI-powered platform with a chatbot known as Freddy AI, which automates the entire process and ensures that customer service and engagement runs around the clock. It offers automated responses to simple queries and other issues that do not require significant human intervention. FreshChat is a scalable platform with premium versions and free plans, allowing us to switch from free to paid as we grow and engage with more customers, making the entire process intuitive and engaging.

A specific example of how Freddy AI helped us is in streamlining responses. We use it as a ticketing system, helping us ticket queries and forming the first point of contact with customers who are taken through a series of steps to describe their problems. Due to its automation abilities, the AI can classify queries from urgent to non-urgent, answering the simple ones while assigning complex ones to our human workforce for customer service, keeping the entire process in order.

FreshChat can be improved in several areas, specifically regarding the learning curve. Some users who are not well-versed in technology may find it complex to use and feel intimidated by the automation. Training and orientation could help alleviate the fear of adopting new technology.

Another area for improvement is that over-reliance on the chatbot sometimes makes clients feel out of touch with the company. We have observed that some customers request not to engage with the chatbot. If there could be a way to integrate the chatbot and human intervention, it would help clients feel more connected, as some require a human touch and feel that the chatbot's responses lack depth.

I have been using FreshChat for three years.

FreshChat has brought considerable impact to our organization. It helps keep our customer base happy because when clients and partners feel neglected, it could lead to loss. FreshChat enables us to connect and solve their queries promptly, making them happy, and a happy customer base means more business. It has also saved us time and money by executing workloads equivalent to what four people can handle, thus conserving our resources.

Regarding specific numbers for time and cost saved, I can highlight a scenario where in a normal customer engagement situation, an issue may take a week or more due to back-and-forth engagements with our human workforce. With FreshChat, a simple query can take merely a day to solve, saving us considerable time.

Furthermore, FreshChat offers affordability through free plans, which help small startups and businesses take advantage of the platform to streamline their customer service process and journey, enabling them to grow their numbers and metrics and become profitable.

Regarding accuracy and reliability, FreshChat is straightforward from deployment to actual usage and continuous renewal. We have not encountered any reliability issues, as it is accurate and delivers what is required, primarily powered by its AI capabilities and integrated chatbot.

FreshChat is a reliable platform that is secure and affordable, streamlining the entire customer service delivery process. It enhances the productivity and innovation of customer service agents by providing guidelines and a blueprint for engagement, ensuring timely responses to clients.

FreshChat is an easy-to-use platform that integrates well with other third-party platforms, offering a comprehensive user experience. If you acquire it, you will not regret involving it in your communications with clients and partners. I would rate this product an 8 out of 10.

FreshChat  serves as our communication software for engaging with end-users and customers as a conversation engagement solution across multiple channels including web chat, email, phone, and social platforms such as WhatsApp. Everything is managed centrally through FreshChat , functioning as a centralized repository.

Our customers contact us via different channels including emails, phones, web chat, and social channels such as WhatsApp. All customer interactions are managed centrally through FreshChat, enabling our team to engage with customers while saving significant time. FreshChat provides a comprehensive view of each customer's conversation history and relevant information, making it easier for our agents to communicate with them and enabling them to provide a personalized experience.

The screen sharing feature and the native AI-powered chatbots that can be built with no-code using FreshChat are two great features.

With the ability to screen share, we can take control of the customer's screen when we are assisting them. If they are on their mobile device or system and experiencing trouble with our product, we can quickly ask them to share their screen so that we can take control and address the problem. This way, customers do not have to do anything themselves and feel more comfortable knowing that their problem is solved, and we gain a lot of trust from the customers. Using this specific feature alone, we have been able to increase our adoption by 30%.

With the introduction of FreshChat, we have seen a reduction in overall time for our work, and our entire workflow has become much more efficient because it is a centralized platform that enables us to serve customers across different channels via FreshChat itself. We have seen an increase of approximately 20% in our overall efficiency after the introduction of FreshChat.

The 20% efficiency increase is a combination of response time and the number of cases handled. Earlier, before FreshChat, we were not able to handle many cases simultaneously because everything was on different platforms. Previously, if we were able to handle only three to four conversations per day, now we are able to double that and handle eight to ten conversations per day. We are also able to give customers a quicker response time.

FreshChat's mobile application is not very good and needs some work. Apart from that, there are no issues with FreshChat, as everything else is great, including the customer support and the UI.

Notifications are not being received, and everything is cluttered in the mobile application. These areas can be improved.

FreshChat has been used for 15 months.

Everything is great with FreshChat, and I hope it continues.

For those handling a lot of customers who want to satisfy them equally, I would definitely recommend investing in a solution such as FreshChat because it gives a holistic view of customer data and enables the delivery of a personalized experience, which is what all customers require in today's business environment. This review receives a rating of 9.