An incredible tool to provide awesome customer support
June 14, 2021

An incredible tool to provide awesome customer support

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

Overall Satisfaction with Freshchat

As an Ed-Tech Start-up, we provide courses on various topics like App development, website development (Frontend and Backend), Cloud, graphic designing, UI/UX, and many more. For us, client satisfaction is a prime motto, and solving their issues, helping them in their difficulties is necessary. Earlier the clients (mainly students, speakers and instructors) used to contact us via email or, in urgent cases, call us. While calling resolves issues immediately, the problem with the calling feature was we used to get a lot of spam calls. It wasted our time and also reduced the chances so solving important issues. The next option was through email, where we wanted to solve issues immediately. But with a large no of queries, and solving them manually becomes a tedious task, we wanted something that could give [us an] instant solution and which can help us separate spam messages from the relevant ones. That is when we started using tools like Freshchat, Intercom, Tawk and Live Chat
  • User friendly interface and is easy to learn and use
  • Helps in promoting your brand
  • Friendly and knowledgeable Customer Support Representative
  • Helps in supporting clients, without juggling between multiple apps
  • Works well for small teams
  • When working on automation feature, there are few issues
  • Bot features aren't up to mark when compared to competitors
  • No option to filter messages by time, searching conversation takes time
  • Certain important features are only available to the highest pricing tier
  • Helps in brand promotion, website tracking
  • Amazing Dashboard, with really helpful features
  • Very useful for small teams, and for beginners to learn
  • Friendly and knowledgeable customer support
  • With the ability to promote brand and provide key analytics, it has helped us identify key leads for our products
  • It has helped us reduce the time for solving queries, and improved rate at which queries are solved.
  • Helps customers navigate even when no agent has been assigned
As an organization which has used over 5-6 customer Live Chat softwares, it becomes easy to tell which software can be used for which situation. is great in terms of ease of use, setup, dashboard and customer support. Intercom is great in terms of features like notification, targeted emails and database. Live Chat is again useful in terms of ease of use, setup, admin usage and quality of support. Zendesk is mainly used by Mid-market businesses (due to its pricing) though I won't say start-ups don't use, since we had the opportunity to use it for over 6-8 months.

Do you think Freshchat delivers good value for the price?


Are you happy with Freshchat's feature set?


Did Freshchat live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshchat go as expected?


Would you buy Freshchat again?


It becomes very handy when operating with a small team. With its simple and easy to understand/use interface, even beginners can learn it within sometime. It has a smooth messaging experience, like you can collect feedbacks, customer details, appoint the right agents [HR team, Marketing team] based on the type of queries. It also helps in promotion of brand, with cool tracking features, which will tell your performance [website analytics], which helps in identifying the appropriate leads for the brand. Freshchat's dashboard is really amazing.

Evaluating Freshchat and Competitors

Yes - We have used over 5-6 Live Chat softwares, just to get a better idea of which one actually works well for our business. We have two websites [two different products] and both of them have used different chat software. Fresh chat has been in use for a very long time, in fact I have used it in one of my previous organizations too.
  • Product Features
  • Product Usability
  • Prior Experience with the Product
One of the most important factor of choosing a new product is whether it matches your criteria and usage. Can it help you solve the existing issues from other products in use. Although I was not involved in the selection process, I think using Fresh chat has been a great experience and is really helpful.
I was not involved in the selection criteria, but with my previous experience I would have also suggested Fresh chat to my team. It has done a great job and I feel everyone in my team also felt the same. Fresh chat can be a very handy tool for any customer support team and I think everyone must try it once.