Chat service which is easy to set up even without dev knowledge
Rating: 8 out of 10
IncentivizedUse Cases and Deployment Scope
We have two departments that use chat and have different requirements. We use the chatbot to identify what the customer needs and directs that customer to the correct department, ensuring that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely fashion when the customer is then connected to an agent.
Pros
- Allows customers to search through our FAQs using keyword search.
- Directs the customers to the correct department.
- Easily customisable
Cons
- The initial set up isn't so clear.
- Supporting documentation isn't the best, but Freshchat did allow me to connect with one of their agents to assist me.
- An annoying thing is the holidays that are preset into the Business Hours. Maybe a user flag once a year has been done to remind the user to review these, as they do not change themselves into the new year, they keep the previous years holidays until you delete them and reload.
Likelihood to Recommend
I am not a developer, so setting up a chatbot from scratch was initially overwhelming. However, once the tools were clearly described to me, it was easy to then continue setting up pathways for my customers to follow to get the right level of care they needed. Sometimes this also meant that they didn't need to even connect to an agent. The bot would recommend the most appropriate help pages we have loaded on to our FAQs, therefore saving resources.
Vetted Review
3 years of experience