Freshchat - Reviews page 2

Pros

There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well.

Cons

As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor.

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

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

Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.

Cons

I don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type.

Pros

Freshchat is great messaging software we can integrate in websites. it works as sales bot, and build great relationship between customer and organization.it can help in campaigns that will increase sales.

Cons

Not really con, but sometime it takes little time to respond, and for free-trial period I think there is no 24X7 customer care.

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

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

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

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

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

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

All required options are available. Reports and dashboard features are good.

Cons

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Pros

It's a very nice looking interface and aligns with our branding

Cons

It's prone to bugs and very frequently would stop working and the widget disappear

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

I like the way it integrates with wordpress.
Easy to manage by my clients.
Connection with FreshDesk.

Cons

Nothing so far that i did not like in the app.

Pros

Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help.

UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.

Cons

This used to be included in the fresh desk plan but is now an additional purchase.

Pros

Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.

Cons

If integrated with social media, messages are not marked read on each. :(

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

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

Cons

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

Pros

Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day.
The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

Pros

Easy to use and configure and integrate with other products like freshdesk.

Cons

the solutions do not open in a new window and it only opens in half the screen when maximized.

Pros

So far we use Freshchat for our Mobile App.
It's integrated inside, so everybody who uses the chat can get in touch with us.
.. and they do... and we respond from the very friendly and easy dashboard for us.
also it have free version, which fits our needs for now, which is great !

Cons

Would be better if their cust.support was answering faster.

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

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time.
Documentation is poor - they have a page that tells you to copy some code. There is no link to the code!
Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears)
Making changes mainly requires you to add additional code to the site instead of in the settings.

Pros

Recently switched to Freshchat and can definitely recommend it. The tool is simple and does the job the way you want it to do ! The automations are decent.

Cons

It lacks integrations with other tools but they will get there.

Pros

The tool is pretty simple and easy to understand

Cons

I found a couple of issues and I had some questions but i didn't get any answer from customer support.
I would display and arrange the chats windows in a different way for
operators
Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot.
I would offer to users the chance to close the chat because some times is really annoying

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

Chat transcript on mail
Tickets raised from the chat where necessary
Intergration with multiple applications

Cons

Its a great tool but sold as an addon for the fresh service when it shiuld have been bundled up as one product for fresh service customers.

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

It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.

Cons

I honestly can't think of any from the customer side of things. I don't know on the other side.

Pros

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Cons

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

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

Really enjoyed learning about the software as soon as I signed up for the free trial.
I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Cons

Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!

Pros

Superb as a customer support tool for quick communication with clients. Both to provide information and to resolve issues. Can be integrated with FresDesk for a top of the line combination!

Cons

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

Pros

The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.

Cons

It isn't very easy to search through old conversations.

Pros

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Cons

That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.

Pros

I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.

Cons

There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.

Pros

Freshchat is really easy to use and you are able to integrate it into your Freshdesk dashboard. This means that your support team can chat and respond to tickets using a single dashboard.

Cons

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.

Pros

The best and easy way to say HI to customers and resolve there concerns, get instant notifications upon customer visit, can assign tasks to the team members and can download the reports whenever required and simplify manual work

Cons

Pricing is a bit concern. People at Freshworks should reduce the pricing

Pros

It was cheap, good for start. Features was good.

Cons

- Slow response Customer Support
- When it comes to troubleshoot you will waste lot of your time to figure it out
- I believe many user will not continue after the trial
- The customer support is lack of knowledge

Pros

Ease to get leads or stay connected from our website. Any visitor on our website can communicate to us very easily.

Cons

Need to improve on some features and stay competitive in market.

Pros

This software is my first choice to integrate chat script on my website. They have heft list of feature and free plan as well. You can easily change the background image and add questions for chatbot as well.

Cons

I found all the options I need to set up chat tool for my website. So, there is nothing which I like leas about this software.

Pros

Easy to use
Low cost
Nice design

Cons

Can't set out of hours
No mobile app

Pros

Really easy to use and has a lot of basic features. it can be easily embedded to any website.

Cons

the higher plans are too much expensive.

Pros

Easy of use and to setup. Documentation is there to help you

Cons

Customer support is a bit basic. Had a bit of trouble communicating with them

Pros

Great tool for live chat, both for support and sales.

Cons

Not the easiest to set up custom workflows

Pros

Ease of use is the best feature of Freshchat.

Cons

Sometimes chats disappear from the panel before I am able to tag them.

Pros

Its design is very attractive which customer finds it easy to use. It give us leverage when communicating with the customers.
Added information regarding the customers are also very helpful on giving us an idea how to handle/communicate.
Easy to setup. With offline mode.

Cons

Message notification from customers can be improved. Customer service sometimes missed messages due to this.

Pros

The UI is refreshing and usage is quite easy. It is easy to get started and the simplicity of the UI allows to learn the functionality easily. Sincerely saying, I haven't tried many other chat tools but I can vouch that this is one of the good ones.

Cons

Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.