Happy to choose Freshchat
March 09, 2018

Happy to choose Freshchat

Jitesh Dugar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Freshchat

We use Freshchat to support our customers and assist them with bookings.

It is used by the customer service department. The best feature that we liked about Freshchat was that there was an FAQ section that was very close to the chat option. This would allow our customers to browse through the FAQs before they decide to reach out to our customer service agent. Additionally, we were able to setup business hours and configure a bot to capture user details (email & mobile) when our agent is away. The look was smooth and it was easy to setup on both web and app.
  • Great Design
  • Support for FAQs
  • Compatible across apps and website
  • Super easy to setup
  • Setting business hours
  • Smooth bot to capture user details
  • Allow end-users to rate the response that they received and whether they were satisfied
  • AI bot functionality was still under development when we started. It is not a very mature product yet. It would be great if this was added to ease our manpower.
  • Reporting could be done much better and more in-depth
  • Support for react native apps could be improved. It often gives issues.
  • Inbound calls from customers has reduced
  • Direct interactions have reduced by virtue of FAQs
  • Due to a good design, our agents really enjoy answering customer queries.
  • Intercom
We have used Intercom.

The terms used within Intercom were quite complex and the knowledge curve was not very smooth.

Additionally, unlike Freschat, we were required to create another help page for FAQs (something like help.drivezy.com). Setting up this was time taking and was not convenient for end users.

Not sure if there was a support for mobile apps with Intercom, we could readily find that with Freshchat.
Freshchat is among the best to use for customer service. Reasons already highlited -

1. Ease of use
2. Beautiful design
3. Customizations available
4. Ability to add FAQs
5. Simple AI bot
6. Setting business hours
7. Super easy to setup
8. Ability to capture customer ratings
9. View customer satisfaction score, etc.
10. Compatible across apps and website

Freshchat might be less appropriate when you want to use it for tracking customer tickets. In such cases, you could try Zendesk or Freshdesk.