Likelihood to Recommend 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
Read full review Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
Read full review Pros Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement. It is quite proactive and has rich media campaigns to segment and target audiences. Freshchat is also one of my favorite software because it offers seamless integration with apps. Read full review The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly. Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform. There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary. Read full review Cons Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it. The initial process of setting up a Freshchat account is a long one. The billing is per member/month which can get expensive fast. Read full review Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected. Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website. Read full review Likelihood to Renew Because all my work is based on fresh disk
Read full review LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
Read full review Usability I think this is the best evaluation in my opinion
Read full review Support Rating I think this is the right assessment in my opinion
Read full review Implementation Rating I hope to show new users data because this can save a lot of time
Read full review Alternatives Considered I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that would assist our customer service team the best.
Read full review Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
Read full review Return on Investment Freshchat makes it convenient for me to have a presence on Social Media Platforms like Facebook, WhatsApp and Telegram and respond to messages from these platforms from a single Freshchat dashboard. Freshchat is a very reliable platform. The platform has helped me in addressing the business problem of relying on poor modes of communication that delay the execution and resolving issues plaguing with our customers. Read full review Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge. Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone. Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service. Read full review ScreenShots