ChatBeacon vs. Freshchat

ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea

Incentivized

It is best suited for having 24-hour support, where customers can interact easily, even using their phones, to raise concerns or inquire about information. This makes it easier than going through the documents portal as a source of knowledge or sending emails for worries. However, it can be less appropriate for scenarios when you need more formal communication, like emails, and when proper documentation is necessary.

Incentivized

• Easy to install and configure.
• Easy for customers to use.

Incentivized

• Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
• Automations and canned response features. With automation we can greet our customers the moment a chat gets assigned to an agent letting customers know they are being attended to similarly canned response helps us use templates for generic and commonly asked questions.
• Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.

Incentivized

• ChatBeacon is just SightMax with a fresh coat of paint.
• The entire agent UI is remarkably worse than SightMax.

Incentivized

• Freshchat is one of the best platforms, but still there are certain areas that require further improvement in order for the platform to become flawless.
• I feel that the automated system in Freshchat is comparatively slow and due to this, it does not respond well according to all the requirements.
• There are certain features in Freshchat which are not available for everyone and they can only be accessed by those who are paying the highest pricing tier.

Incentivized

Freshchat has met all our expectations and more. It has allowed our team to be more efficient with their time, field questions quickly, and escalate issues up the chain. We highly recommend freshchat as the perfect addition to anyone already using freshdesk or simply looking for a good solution for in app messaging.

Incentivized

I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.

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Freshchat has always been available when I needed to use it.

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Freshchat always loads quickly and communication is quickly sent and received.

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Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!

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The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily.

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I hope to show new users data because this can save a lot of time

Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.

Incentivized

Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms from a single Freshchat dashboard.its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company

Did not help with the purchase

Incentivized

We only implemented the product in 1 way so I cant speak to this.

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Did not use

Incentivized

• Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
• Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.

Incentivized

• From the positive effect of working on it, it helps employees to speed up their thinking and writing.
• One of the positive effects of our clients is that their problems are solved easily and quickly.
• Each employee knows how many of his chats have been resolved.
• There is no negative effect in general.