Freshchat
Freshworks Inc.Reviews from AWS customer
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Reliable
What do you like best about the product?
It is 100% reliable, it works great in the computer and phone. So you can work with it on the go. Just perfect.
What do you dislike about the product?
Nothing. It works well and all the time. It is all you need for the customer service part of your business.
What problems is the product solving and how is that benefiting you?
It is essential for my business since 24/7 customer service is needed all the time. Fresh chat allows me to do this. I have answered questions from the phone in my bed at 4 am.
Recommendations to others considering the product:
100%
Provide us with a different marketing with simple tools !!
What do you like best about the product?
This software provides in the target market for sales teams, tools for customer assistance and marketing of companies including e-commerce. Its messaging functions are essential for sales teams that maintain a continuous participation of our clients, managing to talk with them within websites, mobile applications and social networks, through live chat. It helps us focus on a continuous, goal-oriented messaging experience. It offers tools such as campaigns, sales pot, built-in self-service, and intelligent call and message routing.
What do you dislike about the product?
In the instance for mobile devices, the process of managing live chats is a bit tedious, since each element of it is separated, tending to make the process slower for those who are not agile or are simply new to using these tools, something that does not happen in the desktop option, so for us it is a potential software, and it helps us a lot thanks to its various online interaction functions.
What problems is the product solving and how is that benefiting you?
We establish better strategies with which we get the answers to questions from visitors to be smarter, faster and more effective. We provide remote assistance through live chat, which makes this process very dynamic. We better manage the tasks of the departments, decongesting our activities and optimizing sales processes. We prepare a form that can be accessed without the need for a connection and we give pre-designed responses, for greater interaction speed.
Recommendations to others considering the product:
It is a very easy to use software, its configuration is very simple, it also allows the integration of third parties. Its adaptation on the website is fast and flexible, allowing it to be adapted to any aspect. It's a robust option that leads the team to allow website visitors and users to ask questions to be interacted with, whether it's providing answers, pointing to a specific web page or resource. For its part, its interface is also very clean, with an attractive and visually fresh design.
Freshconnect an chat for contextual discussion between your CRM and Helpdesk
What do you like best about the product?
Freshconnect is a Chat and communications app designed to support other freshworks apps, like freshsales and freshdesk.
Best for me is the fact that it integrates inside your freshworks domain and provides contextual communications between the apps. It has a very clean and uncluttered interface to work with, which allow a very easy process of implementation with the end user and a very short learning curve.
Best for me is the fact that it integrates inside your freshworks domain and provides contextual communications between the apps. It has a very clean and uncluttered interface to work with, which allow a very easy process of implementation with the end user and a very short learning curve.
What do you dislike about the product?
I believe that contextual is not limited...or at least should not be. It happens to freshconnect that limitations render the software a less appealing offer against others in the market. Few editing tools, for my particular taste, it lacks the feature of editing or deleting comments, and it doesn't have to many options in the setting side to personalize it.
What problems is the product solving and how is that benefiting you?
We arent using the app too much...so it is not solving any problem as of today.
Recommendations to others considering the product:
Consider Freshconnect as part of the complimentary tools for other freshworks software.
It is a good chat support platform
What do you like best about the product?
You can easily open, reply and resolve the chats
What do you dislike about the product?
Assigning chats are a bit confusing. It should be more clear
What problems is the product solving and how is that benefiting you?
It avoids sending replies by two agents at one time as we can see when our colleague has seen the message and if they are typing
Creating communicative links to improve customer service
What do you like best about the product?
One of the main reasons why I use Freshchat as the main tool of my communication management is because of its wide interface, it contains various tools that help to perform each communication function correctly. Now whenever customers have a question, it is sent to support via tickets and with bots it is really great to be able to distribute the entire workload between each member of the customer support team. It gives us a point in favor, improving communication and quick responses, but not only with this, allows us to collect data and information about all our clients in relation to our service. It complements all our work, in the way of implementation with our mobile devices and PC, as well as the appropriate integrations to improve the communicative link with WhatsApp or Facebook Messenger.
What do you dislike about the product?
There is a relationship between Freshchat and other conventional chats such as WhatsApp, however, they do not converge in some things and that is that Freshchat needs more innovation in sending messages and group chats. The configuration and customization management is somewhat disjointed, many times I cannot manage to adjust everything according to how I need it.
What problems is the product solving and how is that benefiting you?
In my work we managed to find the work synchrony and attend to all the question tickets, without leaving anything out, thanks to Freshchat, since it allows us to streamline our work and optimize the response delivery system, since if there is any repeated response is possible to generate similar responses so that in this way we minimize efforts and solve problems in the shortest possible time. Adjusting the communication will always achieve great commercial successes.
Recommendations to others considering the product:
It has worked for our work team, it has been the main communication tool during this time to strengthen commercial ties and achieve customer satisfaction. Do not stay with the doubt and try Freshchat now.
Dishonest. Check Your Bill, They Overcharged.
What do you like best about the product?
Easy integration, simple and intuitive interface
What do you dislike about the product?
We have been subscribing to Freshchat's Garden plan ($29) for more than a year now and something mind blowing happened today. We received 2 invoices where our corporate card was charged $175 and $156 respectively and we were immediately alarmed.
Using Freshchat's own chat support function, we sent a few messages to ask for an explanation and ironically we only got a reply 30mins later. We were told to wait for an email from the billing team, at the same time, we were told that we exceeded our MUV limit (Monthly Unique Visitor) hence extra charges were incurred, 4 times of the original subscription fee to be exact.
Now, this is the first time we realized that the fee was tied to our MUV, we rechecked Freshchat's website, it wasn't explicitly stated in the pricing page, sly, but perhaps other providers of similar products are doing the same.
We then received an email telling us that we were basically charged twice because of a "system error". Here's where it gets more ridiculous: instead of refunding us the wrongly overcharged amount, they decided to withhold the amount as credits that we could utilize to deduct future payments. If this is not shameless, I don't know what is.
More importantly, there is 0 transparency behind the how the excess fee is derived (supposedly tied to your website's monthly unique visitors). No computation, no breakdown. They decide an MUV for us, which we can't tally to our own system log!
I am not sure if this happens to other clients, but just be careful and don't assume that your bill is correct, in fact, theoretically there is no cap to how much you could be charged.
Using Freshchat's own chat support function, we sent a few messages to ask for an explanation and ironically we only got a reply 30mins later. We were told to wait for an email from the billing team, at the same time, we were told that we exceeded our MUV limit (Monthly Unique Visitor) hence extra charges were incurred, 4 times of the original subscription fee to be exact.
Now, this is the first time we realized that the fee was tied to our MUV, we rechecked Freshchat's website, it wasn't explicitly stated in the pricing page, sly, but perhaps other providers of similar products are doing the same.
We then received an email telling us that we were basically charged twice because of a "system error". Here's where it gets more ridiculous: instead of refunding us the wrongly overcharged amount, they decided to withhold the amount as credits that we could utilize to deduct future payments. If this is not shameless, I don't know what is.
More importantly, there is 0 transparency behind the how the excess fee is derived (supposedly tied to your website's monthly unique visitors). No computation, no breakdown. They decide an MUV for us, which we can't tally to our own system log!
I am not sure if this happens to other clients, but just be careful and don't assume that your bill is correct, in fact, theoretically there is no cap to how much you could be charged.
What problems is the product solving and how is that benefiting you?
instant response to customers' inquiries
Easy & Smooth
What do you like best about the product?
Interface and automations, analytics and report tools
What do you dislike about the product?
The limit of the informations that we can extract, for example conversations number, labels, custom fields
The MUV system
The MUV system
What problems is the product solving and how is that benefiting you?
We allow all users that do not want to call to contact us easily and directly.
We manage with this new contact channel to reduce incoming calls volume
We manage with this new contact channel to reduce incoming calls volume
Easy Simple and Effective
What do you like best about the product?
I like its functions and the easy to use layout. Also, it has a great team of Customer Support.
What do you dislike about the product?
Sometimes I do not get notifications on my system or on my phone (App). And they can add some more features followup. You can not mark a chat for next day followup which may cause a delay in response. So basically, for a small customer base, it is good and efficient.
What problems is the product solving and how is that benefiting you?
I am solving customer queries and complaints. The biggest benefit is that even if I am not in my office or in front of my system I can still reply to each customer from the app.
A good and friendly tool that can be improved in some areas
What do you like best about the product?
WhatsApp Integration was an important milestone for our support routines development, and we manage conversations easily, so our new members can help users quickly.
What do you dislike about the product?
FAQ management needs to be improved.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools.
What problems is the product solving and how is that benefiting you?
It optimizes our daily support routine and also, some chatbots help us a lot.
We also use triggered messages to announce new features and provide some useful info to our users.
The main benefit is that it allows us to keep all issues on track and it improves our support quality.
We also use triggered messages to announce new features and provide some useful info to our users.
The main benefit is that it allows us to keep all issues on track and it improves our support quality.
Recommendations to others considering the product:
Freshdesk Messaging is really a helpful feature and their support team is really helpful.
It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help.
The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well.
It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help.
The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well.
Sucessul Tools to get the best expirience in Customer Journey.
What do you like best about the product?
The best is the easy to use and create a flow in our landing pages!
What do you dislike about the product?
I think that need more integration with other plataforms like social media.
What problems is the product solving and how is that benefiting you?
We resolver to atiende our e-commerce plataform for our customers and the best benefits that we can with this solution is the transparency to used.
Recommendations to others considering the product:
More addons! please!
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