Efficient and userfriendly, but room for improvement in advanced automation
Updated April 04, 2025
Efficient and userfriendly, but room for improvement in advanced automation
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshchat
We use Freshchat mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with efficiency with minimum effort. Freshchat allows us to handle a large number of interactions and provide support timely. It helps us reduce wait time by managing multiple conversations simultaneously. The ability to classify chats based on the support a customer needs helps us assign chats to the right teams for first-contact resolution. Also with advanced automation and the canned response feature, we can automate repetitive tasks and manual efforts. Overall Freshchat enables us to enhance our customer service by allowing over 20 agents to use the platform to manage hundreds of interactions daily.
Pros
- Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
- Automations and canned response features. With automation we can greet our customers the moment a chat gets assigned to an agent letting customers know they are being attended to similarly canned response helps us use templates for generic and commonly asked questions.
- Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.
Cons
- Inbuilt automation: Freshchat uses a third party advanced automation app which has some limitations and complexity to use. It should have its native automation feature and make it more advanced like ability to add labels to chats based on conditions.
- Complex bot builder. The bot builder is powerful no doubt but it can be made simpler with the capability it has now.
- Third party app integration: We tried integrating with Slack and that was a nightmare. Even after spending so much time talking with customer care we still couldn't achieve what we wanted. Also other integration can be improved.
- Increased efficiency and reduced response time: With the help of automation tools agents can manage multiple conversations simultaneously which can reduce response times and resolution time leading to more customer satisfaction. Since we implemented Freshchat we managed to achieve CSAT ratings above 80%.
- Improved team productivity. With the help of tools like internal notes and chat routing agents can collaborate within the team and improve team productivity. While agents can handle more conversations in a shorter time and team leaders can also monitor and manage performance. I can say our team's productivity increased by at least 30% since we have Freshchat implemented. Where our competitors handle same number of conversations with almost double the team size.
- Bot capacity to handle complex queries. Companies would save more if the bot could handle more complex queries and hand over less interaction to human agents.
Freshchat stands out as a strong live chat and messaging solution, especially for live customer support. Compared to Zendesk Explore, which is a tool specifically designed for analytics and reporting. Freshchat is designed for instant communication with customers, making it a better choice for handling quick support inquiries and faster issue resolution. Against Freshdesk, Freshchat offers a more modern, instant chat experience. Whereas Freshdesk is a broader help desk tool. If the goal is instant support with chatbots and automation then Freshchat is the right choice. While Slack is great for internal team collaboration, it's not designed to provide customer-facing support. I choose Freshchat for it's user friendly chat interface, automation features and strong omnichannel support, making it a great tool for live customer support.
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?
I wasn't involved with the selection/purchase process
Did implementation of Freshchat go as expected?
Yes
Would you buy Freshchat again?
Yes
Freshchat Feature Ratings
Using Freshchat
25 - The customer support and the activation team mainly use Freshchat to engage with customers in real time and provide the necessary support. The customer support team provides support related to customer transactions, Orders, and payment related issues, provides technical support related to the app, helps add recipients creating orders as well and processes refunds.
Where the Activation team responsible for providing support with customer onboarding, profile updates and document verifications. With Freshchat's instant messaging capability our teams are able to provide real time support, ensuring a smooth customer experience and improved satisfaction.
Where the Activation team responsible for providing support with customer onboarding, profile updates and document verifications. With Freshchat's instant messaging capability our teams are able to provide real time support, ensuring a smooth customer experience and improved satisfaction.
20 - Thanks to Freshchat's user friendly interface even a new team member can easily navigate the tool with minimum training. It does not require any highly technical skills, but helps to have team members who are comfortable with chat platforms and understand basic support workflows. A customer support background or understanding of it is ideal for agents handling real time conversations. Someone with light technical skills or experience in admin dashboards can do the set up and monitor agent performances.
- Real-time customer support - With freshchat we can engage with customer instantly through live chat which helps improve response time and customer satisfaction.
- Canned messaging capability - With customized canned messages our team can send common replies without having to type a whole phrase but only a short key, saving time and improves interaction quality.
- Omnichannel communication - Freshchat helps us manage customer interactions across WhatsApp and other social media channels from one unified inbox.
- Adding private note - It allow us to add instructions for the relevant team or agent in the event when a chat needs to be reassigned to a different department making collaboration easier and faster.
- Knowledge base integration - With this we are able to make all information and product updates available on the finger tips for team members.
- Inactivity timer and bot flow automation helps us remind inactive customers to continue their conversation, helping reduce fall of and repeat contacts.
- Knowledge base and AI bot integration - We are looking in integrating it more deeply with our knowledge base so customers can get instant, accurate information without agent intervention.
- CRM and sales support - We also see potential in improving out reach by connecting our internal CRM data to provide personalized information about customer transactions.
- In-app chat for mobile - This will allow us to support customer directly in our app, improving real time engagement and retention.
Evaluating Freshchat and Competitors
Yes - Freshchat did not replace any other similar product but definitely changed the way our team used to work. Before Freshchat we used to handle customer's queries directly on WhatsApp using two tablets. Which was never ideal for handling a large number of interactions and was no way to manage or track performance, support, or customer satisfaction.
- Other
I was not part of the decision-making process when Freshchat was first introduced.
If i had to do it again, i would involve more cross-functional teams early in the process, like sales, marketing, product and tech to better understand how Freshchat would support their workflows too, not just the customer support. I would also spend more time testing features like advanced automation, bot flow builder and app integrations during the trial period to ensure that we are fully aware of it's long term capabilities.
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