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Freshchat

Freshchat
Formerly Freshdesk Messaging

Overview

What is Freshchat?

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.

Read more

Learn from top reviewers

Freshchat the ultimate chat tool to boost your Sales & Customer engagement for Insurance companies

Rating: 8 out of 10
October 2, 2024
IncentivizedVetted ReviewVerified User
Freshchat is used by our Insurance company to Sell Insurance, service existing Insurance customers & convert prospective leads to paid insurance customers. Freshchat offer...
Continue reading
Verified user
Project Manager
Freshchat5 years of experience

Freshchat has the best functionality in terms of Live Chat

Rating: 9 out of 10
October 2, 2024
IncentivizedVetted ReviewVerified User
Freshchat helped us with Automating 60% of manual work in Customer service. With the use of modern AI tool (Freddy) we were able to save time, increased productivity and Custo...
Continue reading
Norman Napao
Supervisor - Customer Service
Customer Experience Manager
Seaoil Philippines Inc.
Freshchat1 year of experience

click, chat, and get help with Freshchat

Rating: 8 out of 10
October 2, 2024
IncentivizedVetted ReviewVerified User
we use Freshchat to engage in real time with our customers, and are also able to pass more complex queries into Freshsservice
Continue reading
Iain Cameron
Manager - Information Technology
User Services Manager
University of Aberdeen
Freshchat4 years of experience

reshchat is really good at basic every day troubleshooting

Rating: 7 out of 10
October 2, 2024
IncentivizedVetted ReviewVerified User
I use Freshchat to solve easy IT questions
Continue reading
Verified user
Engineer
Freshchat7 years of experience

Convenience excellence.

Rating: 9 out of 10
September 30, 2024
IncentivizedVetted ReviewVerified User
We use Freshchat to listen to our customers' issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. We i...
Continue reading
Mohammed Alhassan
Administrator - Information Technology
Lead System Admin
THIQAH
Freshchat5 years of experience

Quick and easy to use tool for Customer Support

Rating: 8 out of 10
September 25, 2024
IncentivizedVetted ReviewVerified User
We implemented many webchat widgets on all our websites where we offer chat sertvice. We had to install external apps as many funcionalities are not native. Webchat widgets c...
Continue reading
Verified user
Employee
Freshchat2 years of experience

Freshchat - A Convient Way To Interact Directly In Our Software Platform

Rating: 8 out of 10
September 24, 2024
IncentivizedVetted ReviewVerified User
CAKE is a SAAS platform for companies who want to run a performance based marketing program/affiliate program. We have hundreds of clients who rely on us for technical support...
Continue reading
Luke Kadillak
Project Manager - Professional Services
Senior Solutions Consultant
CAKE (getCAKE.com)
Freshchat1 year of experience

Efficient and userfriendly, but room for improvement in advanced automation

Rating: 8 out of 10
September 24, 2024
IncentivizedVetted ReviewVerified User
We use Freshchat mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with effic...
Continue reading
Ikbal Ahmed
Analyst - Customer Service
Operations Analyst
Mama money
Freshchat5 years of experience

Lots of potential but, in my opinion, too many bugs

Rating: 3 out of 10
September 24, 2024
IncentivizedVetted ReviewVerified User
I am a content manager. We use Freshchat for an automated bot on our website and for live support through WhatsApp bot. The aim for this is to reduce the tickets users crea...
Continue reading
Verified user
Manager
Freshchat1 year of experience

Freshchat is a great tool

Rating: 10 out of 10
August 14, 2024
IncentivizedVetted ReviewVerified User
Freshchat is used as a channel to collect chats from google, facebook and also web chat. Google my business is being turned off by google so webchat and facebook at the main s...
Continue reading
Farrah Abdurahman
Professional - Customer Service
Technical Analyst
FinChoice
Freshchat10 years of experience

First choice for managing customer support

Rating: 9 out of 10
May 7, 2024
IncentivizedVetted ReviewVerified User
From the business perspective, we were just looking for a live chat tool that can help us manage both new & existing customer queries from different channels while increas...
Continue reading
Verified user
Manager
Freshchat5 years of experience

Improving customer contact with Freshdesk Messaging

Rating: 10 out of 10
February 4, 2022
IncentivizedVetted ReviewVerified User
Freshdesk Messaging is available on all of our business saas software web pages to connect our clients directly to the help team for time-sensitive product and admin user issu...
Continue reading
Andrew Naylor
Team Lead - Information Technology
Product Specialist
MiClub
Freshchat4 years of experience

Extensively used customer

Rating: 9 out of 10
January 31, 2022
IncentivizedVetted ReviewVerified User
We use it as the CRM tool for handling customer tickets where customer can raise their concerns. Business problems include item-related issues, order-related issues, or paymen...
Continue reading
Verified user
Program Manager
Freshchat3 years of experience

Great piece of software

Rating: 8 out of 10
January 28, 2022
IncentivizedVetted ReviewVerified User
Freshchat is really easy to use with massive functionality. Its integration with a lot of applications makes it easy to use and implement with other applications as well. I ha...
Continue reading
Verified user
Executive
Freshchat1 year of experience

I love how quick and easy it was to get started!

Rating: 8 out of 10
January 28, 2022
IncentivizedVetted ReviewVerified User
We previously only used FreshDesk for Support Tickets. We added FreshChat last year, and we use this daily with our customers. It allows us a direct access for quicker custome...
Continue reading
Verified user
Vice-President
Freshchat1 year of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Verified User
Project Manager in Corporate
Insurance Company, 501-1000 employees
Norman Napao
Customer Experience Manager
Seaoil Philippines Inc. (Oil & Energy, 1001-5000 employees)
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Pricing

View all pricing

Growth

$19

Cloud
per month (billed annually) per agent

Pro

$49

Cloud
per month (billed annually) per agent

Enterprise

$79

Cloud
per month (billed annually) per agent

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.freshworks.com/live-chat…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Chat Analytics and Reports

Analytics and reporting on web visitors' activities and interactions with customer service representatives.

7
Avg 8.0
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Product Details

What is Freshchat?

Freshchat is a messaging software that enables businesses to provide conversational support across any channel. Users can connect with customers on a website, mobile app, SMS, WhatsApp, Instagram, and Facebook.


The solution enables businesses to be present on the channels its customers prefer. From smart self-service bots to popular messaging apps like WhatsApp and traditional email and voice, Freshchat provides the tools needed to deliver customer experiences at scale. Freshchat can also be deployed on Shopify and WordPress websites.


Freshchat also offers out-of-the-box features like real-time dashboards, curated and custom reports, advanced routing capabilities, administration, and security controls. The vendor states its notable customers are Klarna, Dunzo, Harvey Norman, Travix, Blue Nile, and Make My Trip.


Freshchat Features

Chat Automation Features

  • Supported: Real-time messaging
  • Supported: Chat notifications
  • Supported: Third-party integrations
  • Supported: Chat widgets
  • Supported: Chat sentiment analysis
  • Supported: Chat transfer

Chat Analytics and Reports Features

  • Supported: Chat history and transcripts
  • Supported: Chat reporting
  • Supported: Chat and web analytics

Additional Features

  • Supported: Team Inbox
  • Supported: Email
  • Supported: Multilingual Conversations
  • Supported: Bring your own Channel (BYOC)
  • Supported: Real-time Dashboards
  • Supported: Agent Availability Dashboard
  • Supported: Round-robin, load-balanced, and skill-based ticket assignment
  • Supported: Multiple SLA policies
  • Supported: Role-based access control
  • Supported: Single sign-on
  • Supported: Business hours - Global, multiple, group-specific
  • Supported: JWT authentication
  • Supported: Audit logs
  • Supported: Allowed domains and IP whitelisting

Freshchat Screenshots

Screenshot of Channel Freedom: The interface to engage customers on the channel of their choiceScreenshot of Unified Agent Workspace: Equips agents to deliver personalization at scaleScreenshot of Admin and Analytics: These drive informed decisions to help business scale

Freshchat Integrations

Freshchat Competitors

Freshchat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAll
Supported LanguagesArabic, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Khmer, Korean, Latvian, Lithuanian, Malay, Malayalam, Norwegian, Polish, Portuguese (BR), Portuguese/Portugal, Punjabi, Romanian, Russian, Slovak, Slovenian, Spanish (Latin America), Spanish, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Vietnamese

Frequently Asked Questions

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.

Freshchat starts at $0.

Gladly, LiveChat, and Yellow.ai are common alternatives for Freshchat.

Reviewers rate Chat history and transcripts highest, with a score of 7.7.

The most common users of Freshchat are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(92)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Integration Capabilities: Users have praised Freshchat for its seamless integration with tools like Freshdesk, Whatsapp, and Instagram, making cross-platform communication more efficient. This functionality has been instrumental in streamlining interactions across various channels and enhancing overall connectivity.

Intelliassign Efficiency: Many users have highlighted the effectiveness of Freshchat's Intelliassign feature in assigning chats to agents swiftly, improving workflow and productivity significantly. By automating chat assignments based on predefined rules, users have found their communication processes to be more streamlined and responsive.

Customization Options: The high level of customization offered by Freshchat has been well-received by users, especially for tailoring interactions on specific web pages and devices without requiring technical expertise. This flexibility allows businesses to create personalized customer experiences while catering to diverse needs effectively.

Limited Features for Lower-Priced Tiers: Some users have mentioned that the lower-priced tiers of Freshchat offer limited features, which may restrict their ability to fully utilize the platform's capabilities. This limitation could hinder smaller businesses or those with budget constraints from accessing essential functions effectively.

Slow Automated Responses: Users have reported experiencing slow automated responses on Freshchat, impacting the speed and efficiency of communication with customers. This issue might lead to delays in addressing customer inquiries and potentially affect overall customer satisfaction levels negatively.

Exclusive Features for Highest Pricing Tier: Reviewers have noted that certain important features are restricted to the highest pricing tier of Freshchat, potentially limiting access for users on lower-tier plans. This disparity in feature availability based on pricing tiers could create an unequal user experience and hinder some customers from accessing advanced functionalities they may require for effective communication management.

Reviews

(1-25 of 35)
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Freshchat the ultimate chat tool to boost your Sales & Customer engagement for Insurance companies

Rating: 8 out of 10
Incentivized
October 02, 2024
Verified User
Vetted Review
Verified User
Freshchat
5 years of experience
Use Cases and Deployment Scope
Freshchat is used by our Insurance company to Sell Insurance, service existing Insurance customers & convert prospective leads to paid insurance customers. Freshchat offers real time customer engagement, customers can submit all their insurance documents, request to make updates to their existing policies & customize their insurance policy. Freshchat Bots help automate collecting lead contact information before transferring to agents, saving time for Sales agents
Pros and Cons
  • Freshchat offers bots to engage with vistors & automate the lead contact information collection process
  • Freshchat integrates with FreshSales CRM, leads from Freshchat create a customer CRM profile automatically
  • Freshchat offer Analytics to track Sales agent metrics that help track Agent KPIs
  • Freshchat helps to increase customer engagement & few customer prefer chat over calls
Likelihood to Recommend
Freshchat is ideal if you have FreshSales CRM as a Chat lead is passed on to CRM as well & the customer activities for tracking from chat are visible in CRM too. Freshchat offers bot solutions to automate lead contact information collection & cool features like Triggered messages, bot campaigns & customer chat surveys

Freshchat has the best functionality in terms of Live Chat

Rating: 9 out of 10
Incentivized
October 02, 2024
NN
Norman Napao
Customer Experience Manager
Seaoil Philippines Inc. (Oil & Energy, 1001-5000 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
Freshchat helped us with Automating 60% of manual work in Customer service. With the use of modern AI tool (Freddy) we were able to save time, increased productivity and Customer satisfaction among our customers.
Pros and Cons
  • Automations
  • Artificial Inteligence
  • Live Chat
  • Ticket Management
Likelihood to Recommend
Freshchat has the best functionality in terms of Live Chat, but has some room for improvement in terms of AI

click, chat, and get help with Freshchat

Rating: 8 out of 10
Incentivized
October 02, 2024
IC
Iain Cameron
User Services Manager
University of Aberdeen (Education Management, 1001-5000 employees)
Vetted Review
Verified User
Freshchat
4 years of experience
View profile
Use Cases and Deployment Scope
we use Freshchat to engage in real time with our customers, and are also able to pass more complex queries into Freshsservice
Pros and Cons
  • easy to add the chat widget tomultiple places
  • good options for presenting sel-help
  • easy to use
Likelihood to Recommend
Freshchat is good anywhere that a live interaction is needed

reshchat is really good at basic every day troubleshooting

Rating: 7 out of 10
Incentivized
October 02, 2024
Verified User
Vetted Review
Verified User
Freshchat
7 years of experience
Use Cases and Deployment Scope
I use Freshchat to solve easy IT questions
Pros and Cons
  • simple troubleshooting
  • policy questions
  • force multiply
Likelihood to Recommend
Freshchat is really good at basic every day troubleshooting. it helps users fix very common and easy issues. But Freshchat can start to lack when the user has a complex issue or they word they questions oddly. The latter happens more often than not

Convenience excellence.

Rating: 9 out of 10
Incentivized
September 30, 2024
MA
Mohammed Alhassan
Lead System Admin
THIQAH (Information Technology & Services, 501-1000 employees)
Vetted Review
Verified User
Freshchat
5 years of experience
Use Cases and Deployment Scope
We use Freshchat to listen to our customers' issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. We integrate it with Freshdesk and even use the bot to raise service requests or report incidents of customers.
Pros and Cons
  • Easy access and integration with WhatsApp or using it from the user portal are seamless.
  • Very fast, no delay in response and everything happens in real-time.
  • Multi-functions (user portal, WhatsApp integration, AI bot setup). Multiple options are always good.
Likelihood to Recommend
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.

Quick and easy to use tool for Customer Support

Rating: 8 out of 10
Incentivized
September 25, 2024
Verified User
Vetted Review
Verified User
Freshchat
2 years of experience
Use Cases and Deployment Scope
We implemented many webchat widgets on all our websites where we offer chat sertvice.
We had to install external apps as many funcionalities are not native.
Webchat widgets cannot be set 100% from the tool, they need coding and developers to implement basic rules/content/format
Limit of website widgets, limit should increase automatically
Pros and Cons
  • easy for agents
  • Canned responses
  • FAQS
Likelihood to Recommend
Freshchat works well if not many widgets implemented

Freshchat - A Convient Way To Interact Directly In Our Software Platform

Rating: 8 out of 10
Incentivized
September 24, 2024
LK
Luke Kadillak
Senior Solutions Consultant
CAKE (getCAKE.com) (Computer Software, 51-200 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
View profile
Use Cases and Deployment Scope
CAKE is a SAAS platform for companies who want to run a performance based marketing program/affiliate program. We have hundreds of clients who rely on us for technical support and setup consultation specifically when it comes to configuring postback integrations, onboarding their partners, and launching new campaigns. Freshchat has been directly integrated in our UI to streamline communication with our clients and allow them to get quick responses from our team.
Pros and Cons
  • Integrate directly within our UI
  • Provides a helpful AI chat bot
  • Converts chats into support tickets for escalation purposes
Likelihood to Recommend
Freshchat is ideal for customers who need a quick question answered on the fly. Since we have a global support team, we generally have a live agent on the other side of the chat able to help at a moments notice.

I feel that Freshchat has room for improvement with its AI chat bot. I wish the bot was able to push customers for additional information/clarification before just looping in our support rep.

Efficient and userfriendly, but room for improvement in advanced automation

Rating: 8 out of 10
Incentivized
September 24, 2024
IA
Ikbal Ahmed
Operations Analyst
Mama money (Financial Services, 51-200 employees)
Vetted Review
Verified User
Freshchat
5 years of experience
Use Cases and Deployment Scope
We use Freshchat mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with efficiency with minimum effort. Freshchat allows us to handle a large number of interactions and provide support timely. It helps us reduce wait time by managing multiple conversations simultaneously. The ability to classify chats based on the support a customer needs helps us assign chats to the right teams for first-contact resolution. Also with advanced automation and the canned response feature, we can automate repetitive tasks and manual efforts. Overall Freshchat enables us to enhance our customer service by allowing over 20 agents to use the platform to manage hundreds of interactions daily.
Pros and Cons
  • 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.
Likelihood to Recommend
Freshchat tops the game when it comes to handling large numbers of customer interactions. At our organization, we sometimes receive a few hundreds interactions but with the ability to have many live agents online, we can attend to those interactions within a short wait time period. One aspect i would say Freshchat is lacking is the ability to provide voice and video support. It would be super helpful if Freshchat could support WhatsApp calling or other video calling functionality.

Lots of potential but, in my opinion, too many bugs

Rating: 3 out of 10
Incentivized
September 24, 2024
Verified User
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
I am a content manager. We use Freshchat for an automated bot on our website and for live support through WhatsApp bot.

The aim for this is to reduce the tickets users create through the support portal and to offer a more in-person experience for the users as we don't have phone support available at the moment.
Pros and Cons
  • WhatsApp integration
  • AI support
  • Technical support
Likelihood to Recommend
Freshchat is well-suited for businesses looking for a simple, multi-channel communication platform to manage customer queries in real time. It excels in supporting live chat, with a clean interface and easy-to-manage conversations. However, in my opinion, it falls short in several areas. The absence of a built-in CSAT feature limits feedback collection, and I think the bot setup is overly complex, requiring more customization. In my opinion, the analytics are lacking in detail, making it difficult to gain actionable insights. Additionally, in my experience, agent status updates are confusing and not always reflective of their actual availability, leading to workflow issues for us.

Freshchat is a great tool

Rating: 10 out of 10
Incentivized
August 14, 2024
FA
Farrah Abdurahman
Technical Analyst
FinChoice (Financial Services, 201-500 employees)
Vetted Review
Verified User
Freshchat
10 years of experience
View profile
Use Cases and Deployment Scope
Freshchat is used as a channel to collect chats from google, facebook and also web chat. Google my business is being turned off by google so webchat and facebook at the main sources. We also have whatsapp integrated with numerous numbers
Pros and Cons
  • Integrations
  • Social media sources
  • Third party apps
Likelihood to Recommend
If you are looking for a basic service which is sourced through different chats then its great, just be mindfull that there are limitations to reporting and searching functions

First choice for managing customer support

Rating: 9 out of 10
Incentivized
May 07, 2024
Verified User
Vetted Review
Verified User
Freshchat
5 years of experience
Use Cases and Deployment Scope
From the business perspective, we were just looking for a live chat tool that can help us manage both new & existing customer queries from different channels while increasing the efficiency of the agents. While using Freshdesk ticketing system, we explored other products of Freshworks and started using Freshchat. The goal was just to get all the CS queries from WhatsApp, website and social platforms through one channel and assign them to individual agents. Freshchat web-widget with integrations with insta & FB messenger exactly solved for this. Even the integration with Freshdesk helped us in managing chats that could take a while to resolve, improving our overall NPS by few %.
Pros and Cons
  • Integration with other tools like Freshdesk, Whatsapp, Instagram
  • Reports of ticket labels and performance of agents
  • Intelliassign feature of assigning chats to agents is great
  • Simple API integration to pass user parameters (like avg_spend last month, tier_level etc) is super helpful
Likelihood to Recommend
For us, it helped a lot in bringing all the queries to one place allowing our agents to be more productive. It helped us in replying to all customers no matter how they reached out to us. Again, simple integrations with Freshdesk allowed us to create tickets for other teams in case chat queries couldn't be resolved right away. Things like these just boosted our overall CX NPS.

Improving customer contact with Freshdesk Messaging

Rating: 10 out of 10
Incentivized
February 04, 2022
AN
Andrew Naylor
Product Specialist
MiClub (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
Freshchat
4 years of experience
View profile
Use Cases and Deployment Scope
Freshdesk Messaging is available on all of our business saas software web pages to connect our clients directly to the help team for time-sensitive product and admin user issues. Also recently connected Messaging to a retail Apple/Android app to assist users with subscription and user difficulties. Messaging is now more than 40% of our client contact which reduces equal contact by phone and email. Our clients typically are running our web-based software for their clientele to access a member portal. Many of the issues are user-related with the unfamiliarity with the software. We are able to use messaging to quickly access the product pages of our clients and direct them to solutions or provide instant support. Messaging on our app greatly assists novice app users in issues creating a profile and subscribing.
Pros and Cons
  • Highly customisable for specific web pages and devices
  • Great for non-technical users
  • Easily divert email and phone calls
  • Support team can handle more chats than other contact methods
Likelihood to Recommend
Great for Timezone based support Non-technical users Deflects many phone/email communications Specific solution messaging Urgent issues reach out to target users and pages

Extensively used customer

Rating: 9 out of 10
Incentivized
January 31, 2022
Verified User
Vetted Review
Verified User
Freshchat
3 years of experience
Use Cases and Deployment Scope
We use it as the CRM tool for handling customer tickets where customer can raise their concerns. Business problems include item-related issues, order-related issues, or payment-related issues mainly. The scope is vast where over 300 users are on the tool handling tickets. This involves using multiple features as well.
Pros and Cons
  • Interlliassign
  • Assignment rules
  • Raw reports
  • Smartplugs
Likelihood to Recommend
The tool (Freshdesk messaging) is suited to manage the active folks and online folks. It is also efficient in providing live metrics to the managers/ admin so that live actions can be taken to improve the metrics for the particular day. It is less appropriate when the Freshbots integration and the widget are being used.

Great piece of software

Rating: 8 out of 10
Incentivized
January 28, 2022
Verified User
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
Freshchat is really easy to use with massive functionality. Its integration with a lot of applications makes it easy to use and implement with other applications as well. I have been using Freshchat for some time now and I have integrated it with our CRM, Active Campaign and all the functionality was retained perfectly
Pros and Cons
  • Integration
  • UX
  • UI
Likelihood to Recommend
Freshdesk messaging is fit for businesses where all the efforts you need to set up are for one time only. The software is very stable and hardly has any hiccups so once implemented properly, there is no need to check on it again and again. Also, businesses who do not prefer a lot of integration can opt-in for a fresh work suite to minimize the integration efforts

I love how quick and easy it was to get started!

Rating: 8 out of 10
Incentivized
January 28, 2022
Verified User
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
We previously only used FreshDesk for Support Tickets. We added FreshChat last year, and we use this daily with our customers. It allows us a direct access for quicker customer service, and we're able to resolve issues faster. I like that it connects directly with Freshdesk and our platform, so it was an easy thing to implement!
Pros and Cons
  • Quick
  • Easy to learn
  • Access to Knowledge Base
  • Access to Canned Responses
Likelihood to Recommend
We use this very frequently as we work in hotels, so we have people using it at all times of the day. They do a great job of how easy it is to use and implement.

Freschchat- Great Customization, Friendly UI, and Helpful Customer Support

Rating: 8 out of 10
Incentivized
January 27, 2022
Verified User
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
We used Freshchat as the pop-up web chatbox on our website. It was a highly customizable chatbox with handy drop-down menus and easy-to-see topics from the first click on the chatbox button on the main site. We were able to also let users search our FAQs directly through the chatbox and we were able to put our company colors and logo on the chatbox as well. I thought it was a great chatbox because you do live customer service through it and even have the customer share their screen with you so you could see exactly what they were seeing and help them much more effectively!
Pros and Cons
  • Great Customization
  • Responsive Customer Service that actually helps
  • Very easy to use interface for non-tech savvy people!
  • Has an A.I bot that can be trained to answer most questions as well
Likelihood to Recommend
My company needed a highly customizable chatbox to answer quick questions prospects may have when they enter the site. The Freshchat Chatbox was more than adequate for this, it has a lot of features we didn't take advantage of and the customer service team can help you set it up easily.

The best way to communicate

Rating: 9 out of 10
January 06, 2022
ma
mohammed abbas
Palm City
talabat (Consumer Services, 5001-10,000 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
Dealing with delivery drivers to solve their problems
Pros and Cons
  • Talk to delivery drivers to solve order issues
  • Know the status of the delivery driver
Likelihood to Recommend
The delivery driver’s bag may not be enough for the request, so he starts using the program to contact me to add another driver

The best way ever

Rating: 10 out of 10
January 04, 2022
ib
ibram boutros
dispatcher
octopus (Outsourcing/Offshoring, 1001-5000 employees)
Vetted Review
Verified User
Freshchat
2 years of experience
View profile
Use Cases and Deployment Scope
my way in my organization , that we use the Freshdesk to support out customers i mean with it the riders of talabat that our customers enter chat though it , then we answer them in a quickly way , then we follow the case even we solve it , and some times we create some tickets even escalate to the responsible team .
Pros and Cons
  • typing massages
  • create tickets
  • can arrange the chats as the priority
  • can see the hurrier orders
  • can see the details of the rider like a number and location
Likelihood to Recommend
the bad scenario that once i was have a lot of chats and the Freshdesk was a lil slow , but its not take alot of time .
the good scenario that Freshdesk i always amazing and help me to make a great performance , that once rider enter chat becouse he have large order and i enter in another system to add rider and get his details , then enter his info in Freshdesk and create a ticket it was so helpful and easy .

the hulk app

Rating: 10 out of 10
January 04, 2022
mo
mahmoud osman
agent
octupos (Consumer Services, 51-200 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
Prior to Freshdesk Messaging, Fantastic Services used a custom-built live chat platform. However, the sales and customer service teams faced two major challenges with it:Limited capabilities and features: The platform performed only basic tasks. The agents had to manually pick up tickets which took time away from interacting with customers. Additionally, agents spent more time waiting for replies from idle customers, which reduced agent concurrency. Required technical expertise: Even with a full in-house development team, Fantastic Services found it hard to maintain its chat platform. Maintenance and technical updates slowed down support. They needed an outsider to lend a hand with the chat channel. Freshdesk Messaging was the perfect solution for the teams at Fantastic Services. The myriad of features offered by Freshdesk Messaging along with ease-of-use enabled the sales and customer service teams to scale their chat channel. Fantastic Services now uses Freshdesk Messaging not just for customer service but for revenue generation as well.
Pros and Cons
  • Freshchat is a cloud-hosted live messaging and engagement application.
  • Saved/Canned responses
  • My mobile app uses Freshchat. I wanted something with an SDK that would allow in-app help with information about their install, and tied into a knowledge base also available on the web, which Freshchat does through a FreshDesk integration. We moved from Helpshift because they raised prices to go after bigger customers.
  • contact with customer
  • make tickets for customer problem
  • Knowing the customer's opinion about the company
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

The Efficient and Fast Way to Contact with World

Rating: 9 out of 10
January 04, 2022
ME
Mohammed ElBana
Dispatcher
Talabat (Consumer Services, 501-1000 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
Communicate with customers and employees through Freshdesk and understand their requirements and needs. There are not many problems, but there is some slow response in some cases, but mostly there are no problems. The scope of work revolves around communicating with customers and monitoring the movements of employees with customers as well.
Pros and Cons
  • Communicate with clients on an ongoing basis to understand their needs and requirements
  • Monitor employee conversations with clients and officials
  • The program is fully compatible with the system in the company to increase work efficiency
Likelihood to Recommend
It could be that the messages sometimes do not appear quickly or there is some slow response. From my experience, customer conversations must be fast and clear in order to reach the highest level of efficiency and confidence in the customer or the employee himself. The scenarios are very similar within the scope of work because the goal has not changed, which is to reach the required efficiency and confidence in the company.

It helped me a lot to express my opinion to get better contact with the help desk

Rating: 10 out of 10
January 04, 2022
ms
mo'men samir
dispatcher
talabat (Food Production, 201-500 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
i am using the Freshdesk to contact with our clients to solve their problems // to improve their work /// to serve them in a better way to guarantee they are served well // to contact them faster and gave them the best solutions as fast as possible to achieve the best services for the customers to improve our quality and gave the customers real solutions for their problem and issues //
Pros and Cons
  • fast contact with the clients
  • giving fast and clear solutions for the issues
Likelihood to Recommend
To help our clients to complete the orders. To help our clients to contact with the customers to help our clients to find the customer's locations. To help our clients to solve their issues with the vendors. To help our clients to solve their issues when the had equipment issues or accidents. To help our clients to solve the problems of spillage orders.

fast practical modern

Rating: 10 out of 10
January 02, 2022
AA
Ahmed Abdelghafar
despatcher
Talbat (Outsourcing/Offshoring, 501-1000 employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
The organization in which I work uses the Freshdesk to communicate between us and customers through chat and this helps us to speed up communication and solve problems without the need for calls and this causes comfort to both parties to us and to the customer and it is important for me because the work is based on it in the first place.
Pros and Cons
  • Ease of communication between customer service and the customer.
  • Quick to solve problems.
  • Talk to more than one customer at a time.
Likelihood to Recommend
According to the scenarios that occur with me and with my colleagues in our organization through the Freshdesk it works to solve customer problems through chat without the need to contact the customer and this helps us in speeding up the procedures and serving many customers at the same time.

Communication with clients

Rating: 9 out of 10
Incentivized
December 23, 2021
mm
mohamed morsy
agent
talabat (Consumer Services, 10,001+ employees)
Vetted Review
Verified User
Freshchat
1 year of experience
Use Cases and Deployment Scope
I use it to communicate with the customer, where the customer sends his problem in the chat and I solve his problem and It helps me to communicate with the customer easily and Monitoring employees and dealing with customers, whether good or bad treatment
Pros and Cons
  • Our customers can use it easily
  • It can be linked to the company system and linked to sites
  • Monitor all conversations that take place between us and the client in the company
Likelihood to Recommend
Its use is great and it is linked to the company’s system and websites, but sometimes there is no notification of a message from the client, so the conversation is delayed for a few minutes and the conversation appears after a manual update of the program

Catch new customers through the leading live chat software

Rating: 9 out of 10
Incentivized
August 02, 2021
NS
Nick Salerno
Senior Software Engineer
Irdeto (Information Technology & Services, 1001-5000 employees)
Vetted Review
Verified User
Freshchat
2 years of experience
View profile
Use Cases and Deployment Scope
This is a great live chat software for businesses of all sizes. Moreover, Freshchat includes all modern features that entirely transform your customer experience and also helps in toning your business. Altogether, the end-user experience is great because it is very smooth and streamlined. Also, the support team of Freshchat is always responsible for any type of query. I am [receiving] fantastic services from this tool because it is a completely reliable tool.
Pros and Cons
  • 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.
Likelihood to Recommend
I would recommend Freshchat because it is very handy when it comes to handling and operating with a small team. I have always had a pretty smooth messaging experience with Freshchat and this is the basic reason why I am vouching for the product. In my opinion, it greatly helps in the promotion of brands due to amazing tracking features which help in telling your performance and facilitates in identifying the adequate leads for the brand, which in my opinion is extremely beneficial in the long run.
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