Overall Satisfaction with Freshdesk Messaging (Formerly Freshchat)
Freshdesk Messaging is available on all of our business saas software web pages to connect our clients directly to the help team for time-sensitive product and admin user issues. Also recently connected Messaging to a retail Apple/Android app to assist users with subscription and user difficulties. Messaging is now more than 40% of our client contact which reduces equal contact by phone and email. Our clients typically are running our web-based software for their clientele to access a member portal. Many of the issues are user-related with the unfamiliarity with the software. We are able to use messaging to quickly access the product pages of our clients and direct them to solutions or provide instant support. Messaging on our app greatly assists novice app users in issues creating a profile and subscribing.
- Ticket deflection
- Page specific solutions
- Support team can deal with multiple chats
- Less wage expense with ticket volume increase per team member
- Specific messaging on pages visited
- Solution based campaigning
- Zoho Desk and Zendesk Chat (formerly Zopim)
Only did a preliminary investigation as were a Freshdesk user prior, so was an extension of the great offering from Freshdesk
Do you think Freshchat delivers good value for the price?
Are you happy with Freshchat's feature set?
Did Freshchat live up to sales and marketing promises?
Did implementation of Freshchat go as expected?
Would you buy Freshchat again?
Great for Timezone based support Non-technical users Deflects many phone/email communications Specific solution messaging Urgent issues reach out to target users and pages