Freshchat
Freshworks Inc.Reviews from AWS customer
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Best customer support and sales available out there
What do you like best about the product?
Whatsapp integration to receive messages and send alerts
What do you dislike about the product?
Nothing yet, I am fully satisfied with what Freshchat offers
What problems is the product solving and how is that benefiting you?
Getting back to customer in real time quickly
All round chat system
What do you like best about the product?
I think it’s great that we can bring our own bot and integrates seamlessly with our other fresh works solutions.
What do you dislike about the product?
It’s less flexible compared to some more developer oriented chat systems
What problems is the product solving and how is that benefiting you?
Customer interactions - sales and support really benefits from this channel.
User friendly and easy to use
What do you like best about the product?
The modern outlook and easy to use of freshchat
What do you dislike about the product?
need more reporting and customization on the reporting
What problems is the product solving and how is that benefiting you?
made customer easier to contact us
Freshchat Effective communication for users.
What do you like best about the product?
This is an ideal messaging software for sales departments. It allows you to establish communication with potential customers on websites, mobile applications and social networks. It provides you with features like campaigns. Integrated self-service, intelligent routing of messages and bots. It has a very simple configuration, fast website integrations and its interface is organized and attractive that allows you to navigate without problems.
What do you dislike about the product?
We have had a pleasant experience, with good results, however freshchat has presented some failures or errors, for example in the bot, it is a bit slow and sometimes does not respond at all, the mobile application should improve in some aspects and Compared to other platforms, this one is a bit expensive.
What problems is the product solving and how is that benefiting you?
We use this platform to communicate with our old and old customers. It is also implemented by our customer service department since there is a section in freshchat that has frequently asked questions that allows our clients to answer each of the questions before contacting us directly. We have had a good workflow since it has been easy to use and configure, both in the application and on the web. It also provides us with a significant time saving since the bot interacts with the client to a certain extent that he feels that he can no longer help you and sends you directly to contact a person in our department. This allows us to customize many of the results. In general, it seems very stable, easy to use and complete.
Recommendations to others considering the product:
it is a good option for any company that wants to save time and money in setting up a messaging software to interact directly with your customers. Something that stands out about Freshchat is that it has pre-established questions and answers that allow your work team to have greater work fluency. It is easy to use, it has a very attractive interface which allows you to navigate without problems, you can customize it, it has a simple AI bot, you can also configure business hours and it is compatible with applications and websites, it is very complete. We recommend it.
Automation of all messaging processes in customer support
What do you like best about the product?
It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to wherever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility in responses.
What do you dislike about the product?
The ideal of maintaining active communication is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but we encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.
What problems is the product solving and how is that benefiting you?
Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial harmony, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as well as satisfying our clients with the fast and agile service we offer them.
Recommendations to others considering the product:
My sincere recommendation is that there is no more effective software than Freshchat, it has everything you need to improve the customer support you provide to your customers. Effective communication and happy customers are the key to business success.
always connected freshconnect !!
What do you like best about the product?
You will be able to maintain effective and stable communication with your entire work team, aware of the tasks, communicate with your family if you are traveling or simply to exchange ideas about a product of your company or business, as well as the tools are very complete and allow to do teamwork in order to do projects and work.
What do you dislike about the product?
Constantly I get notifications that do not have much to do with what I am doing at the moment and I find it a bit annoying, it contains a limited number of message formats, and the sending of files and documents can be an annoying limit since it is a messaging system, should improve these characteristics.
What problems is the product solving and how is that benefiting you?
It allows me and our entire team to always keep in touch with a stable and secure connection, in addition to chatting with our customers and improving our products thanks to their suggestions, for us this is very important, we like to hear what they have to say . For us it is the fundamental basis to provide them with a better service.
Recommendations to others considering the product:
Recommendation if you want to communicate with your work team, clients and others. Very safe and stable, in addition to offering us stable tools in order to expand work groups and work from home and I highly recommend a very good service.
Automation of all messaging processes in customer support
What do you like best about the product?
It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to whenever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility.
What do you dislike about the product?
The ideal of maintaining active communications is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but I encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.
What problems is the product solving and how is that benefiting you?
Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial synchronous, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as weell as satisfying our clients with the fast and agile service we offer them.
Recommendations to others considering the product:
My sincere recommendation is that there is no more effective software than Freshchat, it has everything you need to improve the customer support you provide to your customers. Effective communication and happy customers are the key to business success,
excellent integration with our website and our WhatsApp
What do you like best about the product?
freshchat is a very good tool since you can integrate it very easily into your website, in addition to its integration with mobile devices, it works perfectly. good or not to the client since that helps us to keep a good control of how the client feels with our treatment in addition to that we were also surprised by the integration with WhatsApp since it really completed what we were looking for
What do you dislike about the product?
We have a problem but I do not know if it is our fault or we have not been able to configure or if it is a problem of Freshlook but sometimes when clients respond to our agents they do not get the notifications that a certain client wrote so it is difficult to answer instantly if you are distracted or engaged in some other task
What problems is the product solving and how is that benefiting you?
We use freshchat on our website to communicate with all our clients and we are also using it in our technical support team since it is very easy to connect with the client and resolve their concerns by that method.
Awesome Integration with WhatAapp API + Facebook messenger + Freshworks product
What do you like best about the product?
There are many things to love about Freshchat. The nice clean interface and so on. But these are the 3 top +++ from me
1. Awesome support and attention provided to get me migrated/started from intercom. Very solid support from Bala to help me get the Whatsapp API registered and set up with my account with Whatsapp.
2. Integrated Environment for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) all in 1 platform. Allow me to start my journey to create a proper Customer Engagement Platform for Xpressflower e-commerce website, its cafe and retails stores
3. Pricing - Does not charge by contacts! Now I can empower my team with customer information about their visits, tickets and interactions without having to archive/backup and remove.
1. Awesome support and attention provided to get me migrated/started from intercom. Very solid support from Bala to help me get the Whatsapp API registered and set up with my account with Whatsapp.
2. Integrated Environment for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) all in 1 platform. Allow me to start my journey to create a proper Customer Engagement Platform for Xpressflower e-commerce website, its cafe and retails stores
3. Pricing - Does not charge by contacts! Now I can empower my team with customer information about their visits, tickets and interactions without having to archive/backup and remove.
What do you dislike about the product?
There are some areas which
1. Internal Notes/Chat - Cannot @mention another colleague to bring a chat to his/her attention
2. My biggest feedback comes from the Campaigns Module (Maybe due to too much Intercom goodness :) the campaign module (extra $19 per month) lacks
- triggering options (eg: cannot target from UTM parameters or from a source such as IP/Site) so campaign message can only target very basic option such as website URL
- Cannot track Goals/Conversion (eg: cannot track if a person seen/interact/chatted with a campaign leads to a conversion). This is a very powerful marketing tool from Intercom
3. Event Tracking and Alert - Cannot inject events easily via GTM+Javascript easily compared to Intercom
4. WhatsApp Pro active sending - This interface is a bit clunky especially the setup/configuration of it. A simple way would be this app is an automatic functionality on main navigation + able to choose the template categories and templates easily without having to custom configure 1 by 1.
I believe Freshchat will continue to invest R&D to enhance the features in the next few releases. And hopefully, i can revisit this review to give a full 5 star.
1. Internal Notes/Chat - Cannot @mention another colleague to bring a chat to his/her attention
2. My biggest feedback comes from the Campaigns Module (Maybe due to too much Intercom goodness :) the campaign module (extra $19 per month) lacks
- triggering options (eg: cannot target from UTM parameters or from a source such as IP/Site) so campaign message can only target very basic option such as website URL
- Cannot track Goals/Conversion (eg: cannot track if a person seen/interact/chatted with a campaign leads to a conversion). This is a very powerful marketing tool from Intercom
3. Event Tracking and Alert - Cannot inject events easily via GTM+Javascript easily compared to Intercom
4. WhatsApp Pro active sending - This interface is a bit clunky especially the setup/configuration of it. A simple way would be this app is an automatic functionality on main navigation + able to choose the template categories and templates easily without having to custom configure 1 by 1.
I believe Freshchat will continue to invest R&D to enhance the features in the next few releases. And hopefully, i can revisit this review to give a full 5 star.
What problems is the product solving and how is that benefiting you?
1. Cost effective Customer Engagment tool that does not charge by Contacts tier = Lower cost of ownership
2. Develop an Integrated Customer Engagement Platform for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) rapidly (without too much developer effort) + Cost-effectively = Enhance our digital capabilities quickly
2. Develop an Integrated Customer Engagement Platform for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) rapidly (without too much developer effort) + Cost-effectively = Enhance our digital capabilities quickly
Recommendations to others considering the product:
1. Use their support to help you migrate in the contacts + chats from the previous chat like intercom.
2. Start the Whatsapp API Sign up and Readiness early. This is really time consuming
3. Setup Whatsapp API + Freshchat to harness the power of engaging customer via this channel (Tip #get your Facebook Business account verified! This took the most amount of time)
4. Pay annually (Get the monthly whatsapp $49 fees waived off)
2. Start the Whatsapp API Sign up and Readiness early. This is really time consuming
3. Setup Whatsapp API + Freshchat to harness the power of engaging customer via this channel (Tip #get your Facebook Business account verified! This took the most amount of time)
4. Pay annually (Get the monthly whatsapp $49 fees waived off)
Communicate and help customers quickly!
What do you like best about the product?
It is super easy to manage multiple chats - users are presented with a chat bot to help identify the questions the customers want to answer. You can create fast answers for common questions
What do you dislike about the product?
It is difficult to insert information from the FAQ page. It also often freezes and you have to restart Chrome
What problems is the product solving and how is that benefiting you?
We have dramatically reduced the number of calls and tickets we receive, and users are getting their questions answered quickly!
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