Freshchat

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.

We primarily use FreshChat  to connect with our clients and listen to our stakeholders and clients. We use it to receive queries, feedback, and to execute customer support and resolve any issues that may be held by our clients towards our business. Further, we use it to follow up on our marketing leads, whereas our stakeholders or third parties use it to receive quotes or feedback for people inquiring about us. In essence, we mainly use it to engage and offer customer support to our clients, stakeholders, and our third parties.

One example of how my team uses FreshChat  to engage with and support clients occurs when our services experience downtime challenges. There are times when our services may not be running efficiently, and our customers want us to give them that feedback so that we can make a rectification or boost our services. When our services are not reaching our clients very well, that is one area where they give us their concerns and we use it to resolve any issues related to our banking experience or our network.

Another use case is in potential leads. There are people who hear about our services but do not know about our organization very well. We receive many queries, especially from our marketing team. People who want to join our organization and receive our services do not always know how we operate. By connecting with them and giving them comprehensive information, we use it to tap into our target market and diversify our client portfolio and conduct marketing with the platform. This allows us to reach out to new clients and give them the specific information they need about our organization and our business services.

FreshChat's number one feature is that it is highly integratable. FreshChat offers other services from Freshdesk  and other platforms, so it is easy to integrate it with our customer relationship management platforms, as well as with our e-commerce platforms and our marketing platforms. Another feature is the user interface. Navigating through the platform is not difficult at all. It is easy and straightforward, and even our employees who use it usually find it to be very easy to use. It does not present many challenges in usage. Another aspect is that it is a unified platform. It helps us offer customer support in various forms. We can reach our clients through email, live call, and even chatbots. We can chat with the client directly and engage with them without having any issues.

The feature that has made the biggest difference for my team is the unified communication options. Not all clients can reach us through phone calls, emails, or live chat. This feature gives us various options to reach our clients. If one client is not able to find us on the phone, they can use email. If they are not able to reach us through email or phone, they can use the live chat option. With those various options, we will not miss any query or any concern from our clients because we have multiple ways for them to reach us. This helps us keep our customer base happy.

Another valuable feature is that the platform is cloud-based. A cloud-based platform means that we can use it anywhere. Even when we want to work remotely or reach clients after official working hours, we are able to do so because the platform is easily accessible on the cloud, allowing us to work remotely in a unified manner.

FreshChat has positively impacted the organization in keeping our customer base. It has developed the trust held by our customer base because it is very frustrating when we want a service from an organization that we need and then we are not able to reach them on time. With FreshChat, our clients can reach us anytime they want, twenty-four seven. It has helped us build a loyal customer base and improved our clients' trust in our organization.

One area for improvement with FreshChat is that, as a cloud-based platform, it is normal to experience internet downtimes. If FreshChat could develop a plan that allows us to use the platform offline, it would be better, because sometimes when we encounter internet difficulties, it becomes difficult to see messages and respond to clients on time.

Another improvement would be having a diversified customer support system that is globally organized, whereby FreshChat has representatives from users in the Pacific area, European area, or African area. The customer support they offer should be personalized and inclusive of clients' needs. Sometimes the customer support can be one-centered; if they could personalize that and become more inclusive, responding to specific geographical demands, it would be much better.

I have worked in my current position for about five and a half years.

FreshChat is stable. As long as we have a proper internet connection and an adequate cloud service provider like AWS Marketplace , FreshChat will be found to be stable. There will not be any downtimes, and we can use it at our convenience.

FreshChat's scalability is reliable and depends on our organization's size. For small users, mid-sized, or large enterprises, all we need to do is scale up as our customer base rises. In our case, we have set a target so when we reach a specific threshold, we scale up. If an organization experiences a downsizing in customer size, they just adjust according to their threshold and engagement. FreshChat's scalability is superb and quite reliable.

Customer support is reliable, and we have not faced any problems. Many times, especially during our initial periods of using the platform, customer support was always there and ready to help us in adopting the platform and using it effectively. We have not had any delays while using the platform.

We did not have any other solution initially. We relied on traditional methods with trained human staff for direct phone calls and replying to emails directly. We used only those two modes: phone and emails, which is why we acquired FreshChat to improve our customer experience.

Before FreshChat, we evaluated the Zendesk  platform, and after gauging the pricing and usage mode, we found that Zendesk  was more resource-consuming since it needed adjustments to our IT infrastructure. However, FreshChat provided a more reliable option with cloud hosting.

FreshChat is stable. As long as we have a proper internet connection and an adequate cloud service provider like AWS Marketplace , FreshChat will be found to be stable. There will not be any downtimes, and we can use it at our convenience.

We purchased FreshChat directly from the vendor, but for hosting services, we engaged with AWS Marketplace separately. Later we combined them together at our own premises.

We have seen a return on investment because when acquiring the platform, we aimed to enhance the personalization of our customer engagement. We now have fewer employees managing customer experience services, and FreshChat can handle most queries without much trouble. With fewer employees, we have saved time and money due to faster responses, as it is AI-powered, allowing responses to be generated even without a human touch. This has saved us on operating costs and helped channel our employees into further productive activities.

My experience with pricing, setup cost, and licensing was smooth. It did not have many difficulties because FreshChat already has curated pricing plans. All we had to do was choose our preferred plan and go with it based on our available resources.

Before FreshChat, we evaluated the Zendesk platform, and after gauging the pricing and usage mode, we found that Zendesk was more resource-consuming since it needed adjustments to our IT infrastructure. However, FreshChat provided a more reliable option with cloud hosting.

My advice to others looking into using FreshChat is that it is reliable. If we want a wholesome customer experience and want to move from traditional methods of reaching clients, FreshChat offers a two-dimensional way of communicating whereby we can relay messages to clients, and they can reach us on time. It diversifies how we engage with clients and stakeholders, ensuring we do not miss any message, query, or concern from our clients, thereby keeping our customer base happy.

FreshChat is deployed in our organization on a public cloud. It is hosted on the cloud, so we use it in the cloud.

We use Amazon Web Services  as our cloud provider.

If granted the opportunity, I would pick FreshChat from the beginning to make it our customer engagement platform due to the convenience and easy access to communications from clients. I would rate FreshChat with a nine out of ten.