Freshchat

Pros

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Cons

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Alternatives Considered

Reasons for Switching to Freshchat

Pros

- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup

Cons

- No support on weekends- Occasional bugs

Pros

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want.

As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested.

Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Pros

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device.

The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Cons

The one thing I didn't like much about Freshchat had to do with the smartphone app.

I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat.

This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Cons

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

It has a very basic but good AI chat bot, covers most of the operational needs

Cons

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Alternatives Considered

Reasons for Choosing Freshchat

Switched From

Reasons for Switching to Freshchat

Pros

I love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.

Cons

The bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

Freshchat is the nice customer support software to help customers with immediate response.

Cons

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

Adding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.

Cons

Condition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.

Pros

The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient. The ability to set up automated responses helps free up time immensely, and focus on other tasks.

Cons

I don't really have cons, the only thing I can think of is that some of the programs such as the custom chatbot set ups were a bit overwhelming at first to learn.

Pros

The interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.

Cons

Hopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

I really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes.

Cons

One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.

Alternatives Considered

Pros

Cheap and affordable pricing
Design is good

Cons

Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often.
They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open

Pros

The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it.

Cons

Despite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors.

Pros

My experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations.

Cons

My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.

Pros

Its indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot..

Cons

Something its slow but I think its because of the network coverage....

Pros

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Cons

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

Pros

The ease of use and how we can integrate this in our own website just using the readymade javascript code. easy to create tickets in freshdesk and reroute to respective person .

Cons

Sometime the chatbot logo disappears and I have to reload the page to see it. Apart from this it works great.

Pros

Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software.
Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making

Cons

The AI system was a bit confusing for starters

Pros

- Professional (why do so many chat apps look so childish?)
- Free tier (that is actually useful and doesn't impose ridiculous limits)
- Amazing support (even on the free tier, the team go above and beyond)

Cons

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

Pros

It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details.

Cons

There are numerous things like:

- Poor on-time notifications of web visitors.
- Take almost 10 secs to the chat box to appear after initializing a chat.
- Difficult to transfer chat.
- Really bad customer support.

Pros

Mainly, best Mobile SDK in this segment, Omnichannel communication, Multiple accounts on each channel like facebook, instagram etc.,, easily integrate with whatsapp, best-in-class chatbots

Cons

Options to send SMS through Twilio which is costly for India where lot of cheap options are available. Option to add custom SMS Gateway would have been nice.

Pros

Looked nice.. that's about it.

Cons

Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes.

The support told me to check my settings, still didn't work.

Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in?

BUYER BEWARE - what a joke.

Pros

- Greatly helps in talking to our customer via the application
- They provides iOS, Android and Web SDK to integrate in all platforms
- Channels are great, so we can send like a notification to users
- Tagging each users with custom fields is great

Cons

- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.

Pros

One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!

Cons

Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.

Pros

At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format.

Cons

The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page.

Pros

We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.

Cons

Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.

Alternatives Considered

Pros

It appears to have robust features and they attempt to offer cutting edge technologies.

Cons

I am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

It has AI bot that is trained to answer all questions.
Has made it easy to monitor employee conversations with clients and officials.
I also like it’s fast contact with clients.

Cons

It has allowed us to maintain direct communication, so no dislike.

Cons

Being the Chatting / ticketing company, i have to say their support is really bad

after being in touch with them for 6 days ( everyday 2 emails)
my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5)

and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply.
and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved.

I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients.

you will spend a lot of time with the support not because of the software not great
but because they love to loop u differently to different departmetn without getitng a problem solved.

Pros

We were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team.

Cons

I liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.

Pros

The interface is of exceptional quality. InteliAssign and Canned Responses are two of our favorite features. We have two types of customers: business-to-business and business-to-consumer. This feature allows us to automatically assign support staff based on their skills and line of business. Shortcuts for canned responses are also very useful. You can tailor these canned responses to match the tone of your business that you want to convey to your customers in chat.

Cons

When it automatically creates a Freshdesk ticket and you need to send a response, or it will affect your First response time in Freshdesk.

Pros

I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated

Cons

I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .

Pros

This is an inexpensive chatbot and has campaign feature which i use very often on my website

Cons

It's not very customisable and does not have features like lead generation.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.

Cons

Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.

Pros

A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.

Cons

Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.

Pros

I love that it alerts me when someone wants to chat.
They are on my site - have read my copy and want to engage with me before potentially leaving my site.

Cons

I think some browsers do have features that block some users.

Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

I was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.

Cons

None of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.

Pros

I loved the fact that you could have live conversations with customers or visitors to my website. This way it is easier to make them buy a service before they leave.

Cons

I found it a bit difficult to incorporate in my website. The messages that I read in the morning accumulated in the inbox but with no real customer's names, so I was unable to know who was who. Or at least I couldn't figure out how to do it or work fluently with this software.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.

Cons

It would be great to be able to program the bot through some API

Pros

Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

Cons

Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

Pros

It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.

Cons

I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.

Pros

The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite.

Cons

The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done...

Pros

Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.

Cons

Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.

Pros

Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly

Cons

The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey

Pros

The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.

Cons

Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

Pros

I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.

Cons

It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!

Pros

Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.

Cons

My biggest gripe is that the notification is not up to standard. Unless your on one of the Fresh suite the popup does not appear when a new chat comes in. This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you.

Pros

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

Cons

There were a few issues in the normal version which is resolved in the upgraded mode

Pros

First, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely.

Cons

I have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline.