Great tool with many features to improve your customer communication and satisfaction
April 30, 2021

Great tool with many features to improve your customer communication and satisfaction

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshchat

We purchased Freshchat to make the most out of communication opportunities with customers through our company websites and landing pages. The tool is now being used to automate some of this communication, as well as collect data around the major interests and pain points of our customers by analysing where they get stuck/ exit from our pages/ request support and resolve those issues proactively for the next site visitors. The ultimate goal is to improve the experience of existing and potential customers alike.
  • User-friendly - this was incredibly important for us as several team members with different backgrounds needed to find the platform mutually easy to use.
  • Analytics - the data collected by the tool is accurate and easy to understand, helping us take decisions internally regarding customer targeting and content/site improvements that are necessary.
  • Puts us in control - the tool has allowed us to remain totally in control of customer communication/support tickets/automated bots through our sites, an enormous advantage considering other options we looked at outsourced this and therefore could potentially lead to miscommunication or mismanagement.
  • Support requests - despite frequent automated emails from the tool to our internal users during the initial on-boarding process, when we actually required some support and reached out, we did not hear back from our 'Onboarding Manager.'
  • Languages - it would be great to have options for additional languages in the future (chat bots in particular) as we are a multinational company and have customers from across our regions.
  • Reports - the Reports tab is very important as it allows us to monitor our team's performance and deliver analytics to management to justify the continued investment.
  • Chat bots - one of the deciding factors to us purchasing the tool and team licenses, chat bots are easy to set up and set custom flows with keywords/topics.
  • Campaigns - the campaigns feature offers many opportunities for targeted marketing activities (triggered messaging, emailing, based in customer segmentation) and this supports our marketing efforts overall.
  • Improved customer conversations
  • Better reporting
  • More holistic/substantial digital presence through which we can acquire and retain customers
As we also purchased licenses for Freshdesk and Freshworks it made the most sense for our organisation to go with Freshchat. Pricing was within our range and features met our needs.

Do you think Freshchat delivers good value for the price?

Yes

Are you happy with Freshchat's feature set?

Yes

Did Freshchat live up to sales and marketing promises?

Yes

Did implementation of Freshchat go as expected?

No

Would you buy Freshchat again?

Yes

Freshchat is great when you need total control and visibility over marketing and sales customer conversations, support provision and customer satisfaction measuring. The tool works best when used as part of an overall digital strategy - without this users may struggle to make the most of its features.