A Powerful Chat Solution with Smart Automation
April 09, 2025
A Powerful Chat Solution with Smart Automation
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshchat
We use Freshchat to handle customer queries/complaints coming from chat.
Pros
- Freshchat’s AI-powered assistant helps automate conversations, answer FAQs, and route complex queries to human agents.
- Freshchat integrates with WhatsApp, Facebook Messenger, Apple Business Chat, Instagram, and more.
- Businesses can embed live chat within apps and websites for real-time support.
Cons
- While Freshchat’s AI assistant is useful, it doesn’t always handle complex queries effectively. Competing solutions like Intercom and Drift often provide more advanced NLP-based AI responses.
- While Freshchat offers real-time analytics, it lacks granular insights into customer sentiment, conversation trends, or AI performance over time.
- Some users find the dashboard cluttered, especially when managing multiple conversations across channels.
- Increased Agent Efficiency → 30-50% Reduction in Support Costs
- Faster Resolution Times → 40% Improvement in CSAT (Customer Satisfaction Scores)
- High Costs at Scale → ROI Decreases for Large Enterprises
Freshchat provided best possible tool at best possible price.
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
Comments
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