First choice for managing customer support
May 07, 2024
First choice for managing customer support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshchat
From the business perspective, we were just looking for a live chat tool that can help us manage both new & existing customer queries from different channels while increasing the efficiency of the agents. While using Freshdesk ticketing system, we explored other products of Freshworks and started using Freshchat. The goal was just to get all the CS queries from WhatsApp, website and social platforms through one channel and assign them to individual agents. Freshchat web-widget with integrations with insta & FB messenger exactly solved for this. Even the integration with Freshdesk helped us in managing chats that could take a while to resolve, improving our overall NPS by few %.
- Integration with other tools like Freshdesk, Whatsapp, Instagram
- Reports of ticket labels and performance of agents
- Intelliassign feature of assigning chats to agents is great
- Simple API integration to pass user parameters (like avg_spend last month, tier_level etc) is super helpful
- Chat export is not directly available, and we had to rely heavily on labels marked by agents to understand top queries, which is not very reliable.
- Canned responses could be more personalised based on writing style of individual agents.
- Helped us increase our NPS
- Indirectly, it also helped increase retention and LTV of 'high_risk' and 'top' customers once we started passing those parameters and asked the CS team to handle them separately.
- Drastic improvement in productivity of agents
Honestly, Freshchat was the first choice from the beginning since we were already using Freshdesk ticketing system and we wanted a smooth integration between the products. While we explored a few products, we quickly tested Freschat and sticked to it.
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?
Yes
Would you buy Freshchat again?
Yes