I love how quick and easy it was to get started!
January 28, 2022

I love how quick and easy it was to get started!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Freshdesk Messaging (Formerly Freshchat)

We previously only used FreshDesk for Support Tickets. We added FreshChat last year, and we use this daily with our customers. It allows us a direct access for quicker customer service, and we're able to resolve issues faster. I like that it connects directly with Freshdesk and our platform, so it was an easy thing to implement!
  • Quick
  • Easy to learn
  • Access to Knowledge Base
  • Access to Canned Responses
  • They do not check for spelling mistakes, so I commonly have typos I wish would've gotten caught.
  • They don't have a status for Pending Client Response, so we find ourselves marking things as Resolved because we don't want to leave it open for hours.
  • Integration with FreshDesk
  • Integration with the Knowledge Base
  • Its also easy for our customers to use
  • We're struggling with measuring success with FreshChat
  • We're unable to put a price savings or loss on the use of it as its a hard thing to measure
We reviewed Zendesk with Freshdesk, but decided to stick with Freshdesk as it works better with our platform.

Do you think Freshdesk Messaging (Formerly Freshchat) delivers good value for the price?

Not sure

Are you happy with Freshdesk Messaging (Formerly Freshchat)'s feature set?

Yes

Did Freshdesk Messaging (Formerly Freshchat) live up to sales and marketing promises?

Yes

Did implementation of Freshdesk Messaging (Formerly Freshchat) go as expected?

Yes

Would you buy Freshdesk Messaging (Formerly Freshchat) again?

Yes

We use this very frequently as we work in hotels, so we have people using it at all times of the day. They do a great job of how easy it is to use and implement.