Item: Freshchat
Rating: 8
Author: Verified User

Overall Satisfaction with Freshchat

Use Cases and Deployment Scope

We use Freshchat for all escalated customer inbounds via live chat.
We have a virtual assistant that deflects 80% of chats and the remaining need to be picked up by our team, who work 24/7, and they also need to be converted into tickets for either further action or trend analysis.

Pros and Cons

Pros

AI Copiloting - helping our agents be efficient
Connection to Freshdesk - unified comms channels and issue tracking
Uptime is strong - they maintained customer support even when their office in Chennai was wiped out due to flooding
Engagement - they hold frequent events with chances to give feedback

Cons

Labels on Freshchat do not match labels in Freshdesk which is irritating
The reporting could be improved
It's not easy to just get a list of say all chats that one agent has done in the last 2h

Return on Investment

I estimate we have saved up to 30% of AHT using their AI ticket generator
My CSAT has improved as a result, we stick around 4.6
eNPS went up from 55 to 66 when we introduced Freddy copiloting

Usability

It's straightforward and clean at a far better price point than much on the market. There are some reporting frustrations, but nothing you cannot work your way around and most importantly the AX is good. The copiloting is very strong and they are keeping up with the rest of the market in terms of features and AI capabilities.

Alternatives Considered

ServiceNow Customer Service Management, Genesys and Zendesk Chat

I've used the above as an agent and to be fair I inherited Freshdesk when I took my role over. I stuck with it as it does what it says on the tin, it has some good functionality and a good price for what you can get all in if you include Freshdesk too.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshchat go as expected?

Yes

Would you buy Freshchat again?

Yes

Likelihood to Recommend

I would recommend Freshchat to any small to medium business which requires a robust chat (and ticketing system) without paying over the odds for other solutions. In conjunction with Freshdesk it provides a good stack and they are fully AI enabled so you can get as little as AI copiloting to as much as agentic AI

Freshchat Feature Ratings

Comments

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Solid product