Personalized chatting experience that will satisfy every single customer
April 26, 2021

Personalized chatting experience that will satisfy every single customer

Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshchat

Freshchat has met the varying needs of our sales team and has personalized the chatting experience to meet the customers' expectations by letting us prepare and engage customers with contextual messages and still gather customer data that we rely on to capture new leads. We have a variety of channels through which we engage with our customers.


  • Customized bot workflow and push notifications.
  • Categorizing messages into custom groups and maintaining a priority inbox.
  • Tracking of website visitors and segmenting leads.


  • Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
  • The initial process of setting up a Freshchat account is a long one.
  • The billing is per member/month which can get expensive fast.
  • In-app campaigns
  • Triggered messaging and priority inbox
  • Customer satisfaction score
  • People segmentation and message channels
  • The bot automated workflow can engage and convert leads 24/7 even without the interference of the team.
  • It has features that measure the performance of a team member to find the best worker and provide the right compensation.
  • Collecting feedback is what helps us improve how we deliver our products and services and therefore stay ahead of competitors.
We chose Freshchat because it integrates well with Freshdesk and we are able to experience seamless data exchange between the two apps. The other reason is because Freshchat is able to monitor events and measure website traffic, sorting out leads based on factors such as history and location and providing an automated reply system.

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Freshchat is suitable in scenarios where you want to provide your customers with different platforms for contacting your sales department and handing each customer to the right agent. It lets users accumulate customer data and categorize conversations for the purposes of building realistic expectations from every single discussion. Freshchat has a way of exposing our brand through plenty of methods.


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