Freshchat
Freshworks Inc.Reviews from AWS customer
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Does the job perfectly
What do you like best about the product?
As it's a Freshworks product, the integration with Freshdesk is one of the best. It shows the tickets already raised by the customer before to give a complete view.
The people tab is one of the good features if you want to establish conversations with users using the product live.
Setting up of custom properties is very easy and showing it in context while in a chat with customers is a very good value add.
The people tab is one of the good features if you want to establish conversations with users using the product live.
Setting up of custom properties is very easy and showing it in context while in a chat with customers is a very good value add.
What do you dislike about the product?
Campaign setup might become confusing sometimes especially while linking with bots.
Though the bot features are started recently, there is so much to catch up on compared to competitors.
Searching for a conversation needs a lot of improvement. There is no option to filter by time and search. Also, the results that appear on the search bar don't have the time attached to them.
Though the bot features are started recently, there is so much to catch up on compared to competitors.
Searching for a conversation needs a lot of improvement. There is no option to filter by time and search. Also, the results that appear on the search bar don't have the time attached to them.
What problems is the product solving and how is that benefiting you?
We rely on Freshchat for our customer support. It helps us respond to customers quickly and resolve them.
The ability to quickly solve customer questions or problems is the key benefit.
The ability to quickly solve customer questions or problems is the key benefit.
Has a good view
What do you like best about the product?
The option that allow the Agent to create a ticket after closing the chat
What do you dislike about the product?
Changing the Agent avaiblity. Which allows the agent to control his status
What problems is the product solving and how is that benefiting you?
I don't have anything in my mind
Freshchat.SPENN.com
What do you like best about the product?
System is simple and easy to use. Support most of the time resolves my issues.
What do you dislike about the product?
Lack of data and reports. Historical conversations, etc.
What problems is the product solving and how is that benefiting you?
Sometimes some data is unavailable in the reports, I can't remember what data right now.
Recommendations to others considering the product:
The system is simple and easy to use.
Very easy to use!
What do you like best about the product?
It's very easy to use. We have never used Freshchat before so for a first-timer, I would say this is very user-friendly. You don't need the guidance of an expert. You can easily access the tool and make some changes. Their customer service agents are very helpful, friendly and knowledgable as well. They always make sure that you get all the assistance you need before ending the chat.
What do you dislike about the product?
You can't delete the chat conversations. You can resolve them but they stay in one folder. It would be best if there is an option to delete the conversations.
What problems is the product solving and how is that benefiting you?
It is easier to communicate with our customers since everything is being done live. Also, the auto-response is very helpful especially during our busy hours or outside business hours.
Works well for a small team like ours
What do you like best about the product?
It's simple UI and workflows make it very easy to use as an agent. We use it mostly for customer support and website chats and I can easily switch between conversations, have contextual information about the client and leave internal notes where necessary.
As a customer, the different tabs between FAQs and messages are easy to navigate. The provision of FAQs make it easier to get answers before having to engage an agent.
As a customer, the different tabs between FAQs and messages are easy to navigate. The provision of FAQs make it easier to get answers before having to engage an agent.
What do you dislike about the product?
Messaging vs. session based chat is still a discussion. Customers sometime have doubts over agent availability (despite the 'typically replies in' function). Works most of the time but there can be many places where it could look bad if the agent is unavailable.
However, the biggest issue is that notifications sometime go missing and there are a lot of missed chats because of this. Chat routing and assignment can get a little messed up at times. I have had chats been assigned to me wrongly/out of turn. The bots functionality is also primitive and needs a lot of work.
However, the biggest issue is that notifications sometime go missing and there are a lot of missed chats because of this. Chat routing and assignment can get a little messed up at times. I have had chats been assigned to me wrongly/out of turn. The bots functionality is also primitive and needs a lot of work.
What problems is the product solving and how is that benefiting you?
Have Freshchat installed on our website and in-app. We use it mostly to answer support queries and also answer enquiries that come in from our website.
There is a reduction in the number of support related emails that we get with Freshchat installed.
It is also easier for prospects to engage with us initially and get their answers solved. Builds trust before they sign-up for a trial.
There is a reduction in the number of support related emails that we get with Freshchat installed.
It is also easier for prospects to engage with us initially and get their answers solved. Builds trust before they sign-up for a trial.
Recommendations to others considering the product:
It is a better option compared to Intercom, drift, etc. in terms of pricing. And the Freshworks ecosystem makes most customer support tools you need available so it is a better option compared to stand alone chatbot and messaging tools like livechat, talk.to, etc.
Modern and fast service
What do you like best about the product?
It's a very dynamic, fast and modern platform.
What do you dislike about the product?
You have to refresh many times to get all the list views updated.
What problems is the product solving and how is that benefiting you?
We solved the issue of not having the ticketing system integrated with our chat system.
Sames as having the chat linked to our CRMs.
Sames as having the chat linked to our CRMs.
Recommendations to others considering the product:
It's a great service, fast, mordern, reliable with a responsive support team.
End user experience is good, features are good, support is ok, reports are lacking, billing is awful
What do you like best about the product?
The end-user experience is very smooth and streamlined. Support is responsive most of the time.
What do you dislike about the product?
There is no continuity of reporting between Freshchat and Freshdesk. The reporting platform is entirely different, with the chat version being substantially inferior. Customer service and billing are horrid. Delays in getting issues resolved, no escalation path available, they don't seem to care.
What problems is the product solving and how is that benefiting you?
Allow customers to interact with us using the method of their preference. Better customer satisfaction.
Recommendations to others considering the product:
Please ensure you have a successful path of escalation with them to resolve issues before choosing them.
Freshchat is effective, easy-to0use, and the Customer Support is top-Notch!
What do you like best about the product?
The best part about Freshchat is the many options you have to create specific chat flows in your chat box. You can view the screen of the user you are helping, the customer service is also extremely helpful too, they are willing to walk through anything you need their help with. Just overall the design layout of Freshchat is very welcoming and easy to use, I do not feel intimidated navigating the admin panels etc.
What do you dislike about the product?
I haven't run into anything I dislike about Freshchat, it's been useful, when I have questions, I just ask support and they quickly respond to me.
What problems is the product solving and how is that benefiting you?
We needed a website chatbox that automated answering customer questions and collected lead data. So far Freshchat has fulfilled all these functions very easily!
Great Support Option for Smaller Businesses!
What do you like best about the product?
Freshdesk has been incredibly simple to implement within our daily practices. The interface is very user-friendly and easy to navigate. Most of the features are very intuitive and do not take long to learn. Freshwork's Customer Support team is also wildly quick to respond!
What do you dislike about the product?
Some features and apps such as emailing a chat transcript to a customer are only available in the highest tiers of service. It would be great to have a version of these apps for the lower-tiered levels as well since the majority of customers want a copy of their conversation.
What problems is the product solving and how is that benefiting you?
We previously used a different helpdesk software. It was not intuitive and was incredibly difficult to integrate with the tasks we needed it for. Freshdesk has allowed us to completely revamp that system, work more efficiently, and respond to our customers quickly while allowing more self-help options.
Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you like best about the product?
Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you dislike about the product?
It requires an upgrade and more custom options, Apart from that its perfect!
What problems is the product solving and how is that benefiting you?
technical and crucial customer service!
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