Freshchat was not as fresh as we would have liked!
February 22, 2019

Freshchat was not as fresh as we would have liked!

Chianne Shepherd | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshchat

Freshchat was used by our support team for about two months. It was included as part of our Freshdesk licensing, so we thought it would be great to offer as an additional support channel for our customers. It gave our customers the freedom to reach out to us while continuing to do whatever they are doing at that moment.

Pros

  • Integrates with Freshdesk FAQs you've already created.
  • Integrates with canned responses you've already created.
  • Has a similar user experience to Freshdesk.

Cons

  • Inconsistent notifications - the chat notification works intermittently for agents. They don't always know they have a chat or that a customer responded.
  • Does not work in Safari browser. When I discussed with their support, they said just use another browser.
  • It is supposed to distribute chats based on ticket load, but it did not seem to do this fairly.
  • Our customers love being able to live chat instead of call. This saves time.
  • Customers were frustrated when we didn't respond quickly due to the lack of notifications.
  • We did receive 55 positive surveys during the time we utilized chat.
SnapEngage and LiveChat are both superior products to Freshchat. We actually decided to discontinue using Freshchat and go with another product that was more consistent with load balancing and notifications. Additionally, all other chat software we tested had more customizable features than Freshchat offered. Freshchat's only advantage was being built into Freshdesk.
Freshchat is great if you don't want to spend additional time and money in setting up separate chat software for your team to use. The FAQs and canned responses are already integrated seamlessly. Additionally, agents can create their own private canned responses which my team loved. However, the inconsistent notifications and not being able to use it in Safari were no-gos for us. If a company had PCs only and didn't mind the inconsistent notifications, it would be alright for them.

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