Item: Freshchat
Rating: 8
Author: Mohammed Alhassan

Overall Satisfaction with Freshchat

Use Cases and Deployment Scope

We use Freshchat to listen to our customers' issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. We integrate it with Freshdesk and even use the bot to raise service requests or report incidents of customers additionally freddy bot is providing ai enhanced bot experience

Pros and Cons

Pros

Easy access and integration with WhatsApp or using it from the user portal are seamless.
Very fast, no delay in response and everything happens in real-time.
Multi-functions (user portal, WhatsApp integration, AI bot setup). Multiple options are always good.
great analytics and reports of all interactions in including agents response time

Cons

Bot integrations can be improved to be easier to implement.
More fonts should be supported.
A media library for users in chat to have a reference for their attachments.
affitional chat window customizations

Return on Investment

Increased the support satisfaction survey by 30%.
Reduced load of work for Agents by 40%.
Helped automating more than 20 services.
increased productivity and time of resolution for employees incidents

Usability

It is easy to use, the graphical user interface is friendly and beautiful, and the ability to use web pages or phone applications (iOS or Android) enhances the overall user experience. The user experience is seamless and no reported issues or bugs have been noticed or receieved from our internal departments

Alternatives Considered

We have used a self-developed solution for the same purpose with full in-house development however the features vs the value that freshchat provided were worth the selection, freshchat achieved overall better performance and received gemerally more praise, some key advantages were related to user experience and performance of the system

Key Insights

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

Other Software Used

Freshdesk, Freshservice

Likelihood to Recommend

It is best suited for having 24-hour support, where customers can interact easily, even using their phones, to raise concerns or inquire about information. This makes it easier than going through the documents portal as a source of knowledge or sending emails for worries. However, it can be less appropriate for scenarios when you need more formal communication, like emails, and when proper documentation is necessary.

Freshchat Feature Ratings

Evaluating Freshchat and Competitors

Products Replaced

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Evaluation Lessons Learned

i believe the method used was suitable and only a few considerations can be done in case there are some feature evaluation process, the choice will always rely on the current situation and what can be improved and a great study of the market and a corresponding proof of concept that highlights the key changes and imbrace the return of investment values

Comments

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Convenience excellence.