A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.
$0
per month free for up to 10 agents
RingCX
Score 9.0 out of 10
N/A
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
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.
RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.
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.
Reporting. The analytics and reporting is very detailed and customizable.
Call Queues. We have the option of having all phones ring at once, in a certain order or the person who has been idle the longest. This helps spread the work amongst the departments.
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.
When I put my Mac in Do Not Disturb, it would be nice if RingCX could also go into DND via the desktop app. Unless I turn off the call queue, it'll ring even in DND.
Better calendar integrations and the ability to turn off the call queue accordingly. If I am in a meeting I don't want my phone to ring. Currently, we have to make sure we turn off our call queue manually before each call. Not a huge deal, but would be nice to have better calendar integrations (at least with G-Suite.)
More online tools and resources. The issues above may already have a solution, but I don't know where to find it and I've looked.
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.
Currently most of our needs are being met, although the WhatsApp solution is weak and does not allow for calls and coexistance, the rest of solutions for Webchat, Social Media, and calls are meeting our needs. The other missing element is simultaneous ringing, but we have been ablet to configure priorities which we didn't have before.
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.
Compared to our legacy system, RingCX is a breath of fresh air. It significantly simplifies the workflow, making it easy for agents to navigate between calls and wrap up tasks seamlessly.The intuitive interface means new hires require very little training to get up to speed, and having all essential tools consolidated on a single screen keeps our daily operations running smoothly.
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.
I rated them an 8 because their support team is highly responsive and reliable. Whenever we need to reach out with a problem, they are quick to respond and do an excellent job of keeping the ticket updated. I really appreciate that they make sure to keep us posted throughout the entire troubleshooting process, so we are never left in the dark wondering what is going on. Most importantly, they consistently resolve our issues in a timely manner, which is crucial for minimizing downtime and keeping our daily operations running smoothly.
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
There are far more features in the RingCX platform than in our exploration of the other platforms. Additionally we utlized another service that had stability issues along with higher costs for overall local phone services that we were able to consolidate when we made the switch to RingCX along with 3rd party services to handle various Omnichannels that were all avaiable in the RingCX platform.
