A new project from FreshDesk
What do you like best about the product?
Freshchat is our daily use CRM which we started using 4 months ago along with Freshdesk.
It is an inexpensive CRM that can be used for a variety of things such as handling chats, emails, calls, and even social media.
It's also very good when it comes to creating filters, you can filter by the agent, specific inquiries, specific channels, specific status, and specific groups (different departments) it also has a very unique feature: Freddy AI!
The use of AI is very unique to any other CRM we used in the past, Freddy can summarize a chat or an email and also can craft an email in response to the customer's email while utilizing our database where it is being fed information regarding our work. It can also transcript a call which is useful sometimes. It can rephrase a text, enhance its tone, and expand the text also which is something I like very much!
You can integrate pages from your website into Freschat and it will turn it into a 'canned response' which is great as it can be used to answer some of the people FAQ's.
It is an inexpensive CRM that can be used for a variety of things such as handling chats, emails, calls, and even social media.
It's also very good when it comes to creating filters, you can filter by the agent, specific inquiries, specific channels, specific status, and specific groups (different departments) it also has a very unique feature: Freddy AI!
The use of AI is very unique to any other CRM we used in the past, Freddy can summarize a chat or an email and also can craft an email in response to the customer's email while utilizing our database where it is being fed information regarding our work. It can also transcript a call which is useful sometimes. It can rephrase a text, enhance its tone, and expand the text also which is something I like very much!
You can integrate pages from your website into Freschat and it will turn it into a 'canned response' which is great as it can be used to answer some of the people FAQ's.
What do you dislike about the product?
Unfortunately, since it is a new CRM recently developed by Freshworks, it comes with many bugs such as emails that the customer sends may come appear as a different person entirely, and it's a hassle to find the actual sender of the email.
We find it hard to merge a customer with 2 different accounts and it may bug out.
The support dashboard is very inaccurate and does not always display the right values.
There is no way to find out how many surveys an agent receives, there is no dashboard for it and you can only find out by actual ticket.
Canned responses are bugged when you search for a canned response you have a chance to not find it all and have to search again!
TLDR too many bugs that need ironing out
We find it hard to merge a customer with 2 different accounts and it may bug out.
The support dashboard is very inaccurate and does not always display the right values.
There is no way to find out how many surveys an agent receives, there is no dashboard for it and you can only find out by actual ticket.
Canned responses are bugged when you search for a canned response you have a chance to not find it all and have to search again!
TLDR too many bugs that need ironing out
What problems is the product solving and how is that benefiting you?
it's one of the many CRMs in the market and its benefiting us due to it being cheap and easy to use but bugs needs to be fixed and it will be up there in the top 3.