Item: Freshchat
Rating: 8
Author: Verified User

Overall Satisfaction with Freshchat

Use Cases and Deployment Scope

We have two departments that use chat and have different requirements. We use the chatbot to identify what the customer needs and directs that customer to the correct department, ensuring that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely fashion when the customer is then connected to an agent.

Pros and Cons

Pros

Allows customers to search through our FAQs using keyword search.
Directs the customers to the correct department.
Easily customisable

Cons

The initial set up isn't so clear.
Supporting documentation isn't the best, but Freshchat did allow me to connect with one of their agents to assist me.
An annoying thing is the holidays that are preset into the Business Hours. Maybe a user flag once a year has been done to remind the user to review these, as they do not change themselves into the new year, they keep the previous years holidays until you delete them and reload.

Return on Investment

Sometimes chat wouldn't appear on the website, and we couldn't figure out why, then realised it was due to a past year's holiday that still remained in the system. This would mean we may take a hit on staff resource, which Freshchat could usually handle with guiding customers to Self-Help.
Obviously, the reverse of that is when it is on and works, it saves resources. Leaving our customers either happy or able to still connect with an agent if they can't find what they are looking for.

Usability

I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.

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

Other Software Used

Atlassian Jira, Horizon

Likelihood to Recommend

I am not a developer, so setting up a chatbot from scratch was initially overwhelming. However, once the tools were clearly described to me, it was easy to then continue setting up pathways for my customers to follow to get the right level of care they needed. Sometimes this also meant that they didn't need to even connect to an agent. The bot would recommend the most appropriate help pages we have loaded on to our FAQs, therefore saving resources.

Freshchat Feature Ratings

Comments

Please log in to join the conversation

Chat service which is easy to set up even without dev knowledge