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Overall Experience with Freshchat.
What do you like best about the product?
It is good, fast, and smooth which meets the criteria of giving the solutions to issues of the customers via different channels connected within the organisation.
What do you dislike about the product?
Freshchat doesn't have an auto-solving mechanism like when we are handling particular customers at that time executives are busy solving the queries of the existing customers on live chat. Still, those customers who are in the queue should not be unheard of for there issues so the fresh chat should slowly start solving the customer's issue at least in the initial stage so the customer will feel engaged. It will hold retain the customers in the particular business rather than giving bad reviews of products and customer service.
What problems is the product solving and how is that benefiting you?
Freshchat is a medium for communicating with customers.I use it to solve the queries of the Doctors and Business Development Executives via chats and it is helpful as it is smooth, fast, and reliable for my work.
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Good interface and user friendly
What do you like best about the product?
The best part about freschat is it's smooth navigation to different tabs/topics. We can customise the options or KRA we need on our own and the way we want. They give a details report on each metrics or fuctions and with charts and bargraph which is easy to understand.
What do you dislike about the product?
The only backlog fresh chat ha currently and which don't like is it's report system. You will not get the reports in one file instead we will get those in multiple files. However, this also depends on volumes.
What problems is the product solving and how is that benefiting you?
It has good analytical reports to deep dive in different aspects of opportunity areas. It gives clear bifurcation for agent and bot performance. Customised flow can be set and easy navigation for us and our customers too
Great product for customer support
What do you like best about the product?
The ability to customize the chat, being able to provide some information about the agent to the customer as well typing indicators, being able to add attachments, etc.
What do you dislike about the product?
Unable to customize the chat window for multi-organizations. Since we're managing multiple organizations, we are unable to customize each organization's chat window and it would be great feature to be added with future releases.
What problems is the product solving and how is that benefiting you?
Freshdesk is making it easier for our live-chat agents to talk with customers across the different organizations we manage, all into a single place, seamlessly and without any struggle. Plus the canned responses really help a lot.
Super easy and i personally love Freshchat
What do you like best about the product?
The canned messages helps out a lot and also DVA. I think having all the messsages saved also makes it easier to figure out what needs to be done and how to personalize the can to fit the situation at hand.
What do you dislike about the product?
The only downfall would be trying to get the cans personalized with the correct information pertaining to the CMs account before it tells you to resolve the chat.
What problems is the product solving and how is that benefiting you?
It helps me get the correct infrmation to the cardmember.
Advantages of Freshchat
What do you like best about the product?
Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request.
It is the best platform to work within a huge team.
It is the best platform to work within a huge team.
What do you dislike about the product?
Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull.
What problems is the product solving and how is that benefiting you?
Timely reminders to cx and trainers, automatic assigning of chats specific to region. one tap options for replying to cx's accordingly. vetymuch time saving, easy to operate and with zero glitches.
Freshchat works well and is intuitive
What do you like best about the product?
Things I like about Freshchat:
Not too many columns and features to memorize to be able to use it.
Integration to Freshdesk to create additional tickets.
Customers cannot see when the agents are typing
Separations between my canned answers and company canned answers
Not too many columns and features to memorize to be able to use it.
Integration to Freshdesk to create additional tickets.
Customers cannot see when the agents are typing
Separations between my canned answers and company canned answers
What do you dislike about the product?
The notification system is not as smooth as I want, especially if I'm not on the page/tab.
There are no options for agents to edit, recall or delete a sent message, even if we've made a mistake.
There are no options for agents to edit, recall or delete a sent message, even if we've made a mistake.
What problems is the product solving and how is that benefiting you?
Our customer success team needed a platform for our customers to live chat with a CS agent.
Since we already use Freshdesk.com for our customer ticketing system, Freshchat works well for us since we can escalate issues or follow up afterwards.
Since we already use Freshdesk.com for our customer ticketing system, Freshchat works well for us since we can escalate issues or follow up afterwards.
excellent tool
What do you like best about the product?
Excellent tool, it helps me a lot in my day to day, facilitating the processes.
What do you dislike about the product?
Conversations sometimes don't update.
When there is a lot of demand
When there is a lot of demand
What problems is the product solving and how is that benefiting you?
Daily work, customer control, service and support to the team and end customers.
It's great not difficult to navigate
What do you like best about the product?
it is very organized and not overwhelming to use
What do you dislike about the product?
nothing I think it is great for all businesss to use and navigate
What problems is the product solving and how is that benefiting you?
customers questions and inquiries so we can commuicate with the customer directly
Coordinated meetings and travel schedules for managers and executive staff members
What do you like best about the product?
Being smooth and helpful- easy to use and the most perfect thing is the customer service live chat that helps me with any questions I have
What do you dislike about the product?
Sometimeset with some difficulty to creat an matrics to check my view or creat an analysis
What problems is the product solving and how is that benefiting you?
It solves many difficulties that how can i cotact with our customers and make me able to check all the customer history compering to other platforms
Such a smooth tool
What do you like best about the product?
I really loved the smoothness of the tool, there very comparitevly very minimal lagging may be because of network
What do you dislike about the product?
Everything is good about freshchat, loved the experinece
What problems is the product solving and how is that benefiting you?
Freshchat help sagrigate diffrent tickets , very easy to use and find any tucket
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