Item: Freshchat
Rating: 10
Author: Verified User

Overall Satisfaction with Freshchat

Use Cases and Deployment Scope

For us it helps us communicate with customers and reach out to them, helps us talk t them in real-time to understand their cases as we deal with debt collection, helps us resolve issues faster and address disputes since we need to be in touch with people right away

Pros and Cons

Pros

Whatsapp Integration
Canned replies
Easy of use

Cons

Templates
Data syncing
Adding additional fields of information for reference

Return on Investment

Faster collection
Happier customers
Faster resolution times

Usability

I give this rating because it's very easy to use, pretty straightforward, and has the basic features if you are looking for a product that can help you communicate with customers. It also has very useful widgets on the side that can help understand or look up customer information. I would give it a 10 if WhatsApp integration has some major improvements

Alternatives Considered

Intercom and Crisp.Chat

Freshchat has better integration because of the Fresh suite where the crm is connected t freschhat making information centralized. Also, there is the ticketing system for fresh that helps understand user communication history. Plus WhatsApp is now possible and easier to setup compared to the others which is why we prefer Freshchat

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

Tableau Cloud, ChatGPT, Google Sheets

Likelihood to Recommend

Best suited for teams that require immediate communication with their customer base, for operations teams who work fast who need to resolve issues of their customers. I think its not that best suited for teams who work on ticket bases systems because it will just split the load which will lead to ticketing harder to manage

Freshchat Feature Ratings

Comments

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FresChat is great