Item: Freshchat
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We used Freshchat as the pop-up web chatbox on our website. It was a highly customizable chatbox with handy drop-down menus and easy-to-see topics from the first click on the chatbox button on the main site. We were able to also let users search our FAQs directly through the chatbox and we were able to put our company colors and logo on the chatbox as well. I thought it was a great chatbox because you do live customer service through it and even have the customer share their screen with you so you could see exactly what they were seeing and help them much more effectively!

Pros and Cons

Great Customization
Responsive Customer Service that actually helps
Very easy to use interface for non-tech savvy people!
Has an A.I bot that can be trained to answer most questions as well

It's difficult to juggle having two accounts
There are a lot of premium extra cost features you have to pay for that should be a part of the highest monthly price package.
Even when you cancel they may accidentally charge you, keep your receipt of cancellation.

Most Important Features

Customizable Chatbox
Bot flow that automates things for us
Uploading our FAQs to the Chatbox for quick access for users

Return on Investment

Freshchat allowed us to engage with customers as they entered our site
The addition of the Freshchat widget gave us access to users inquiring about our premium services
The widget was great at answering FQS directly to users in the chatbox

Alternatives Considered

I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that would assist our customer service team the best.

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

Likelihood to Recommend

My company needed a highly customizable chatbox to answer quick questions prospects may have when they enter the site. The Freshchat Chatbox was more than adequate for this, it has a lot of features we didn't take advantage of and the customer service team can help you set it up easily.

Freschchat- Great Customization, Friendly UI, and Helpful Customer Support

Overall Satisfaction with Freshdesk Messaging (Formerly Freshchat)