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Chat to the next level
What do you like best about the product?
I like the ability to customize and see the changes published immediately.
What do you dislike about the product?
The bots are helpful for deflection, but the functionality and user interface are limited.
What problems is the product solving and how is that benefiting you?
Ability to scale the business more efficiently by increasing agent effectiveness. Customers benefit with quicker access to a live agent and the ability to access self-service features. Chat is an essential tool for improving the customer and agent experience.
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A Comprehensive Customer Messaging Platform
What do you like best about the product?
One of the standout features of Freshchat is its omnichannel support, allowing businesses to engage with their customers across various channels such as website chat and its ease of integration.
What do you dislike about the product?
While Freshchat provides reporting and analytics features, they are quite limited. It would be great to have more in depth reporting. For e.g comprehensive reporting on Whatsapp Proactive Messaging.
What problems is the product solving and how is that benefiting you?
1. Freshchat consolidates communication channels into a single platform, hence handling customer inquiries from various sources becomes easier and enables efficient customer interactions.
2. It also incorporates automation capabilities, like chatbots. By leveraging chatbots, we can automate responses to common queries, reducing response times and providing instant support. This automation streamlines the support process, allowing agents to focus on more complex customer queries, ultimately improving efficiency and productivity.
2. It also incorporates automation capabilities, like chatbots. By leveraging chatbots, we can automate responses to common queries, reducing response times and providing instant support. This automation streamlines the support process, allowing agents to focus on more complex customer queries, ultimately improving efficiency and productivity.
Muy buen sistema, aunque con algunos fallos que deben de mejorar
What do you like best about the product?
el sistema es versatil y eficaz, permite integrar chatbots con consultas via api externas que hemos integrado directamente con nuestra Knoledge base para devolver nosotros las respuestas más adecuadas.
What do you dislike about the product?
el soporte que nos proporcionan los desarrolladores es bastante leve, la verdad que es algo desesperante llegar a solucionar ciertas cosas o cuestiones que son algo más que una simple duda.
What problems is the product solving and how is that benefiting you?
Es nuestro canal de soporte principal dentro de la compañía lo hemos integrado además con freshdesk y estamos muy contentos con la integración completa de la suite freshworks.
Value for money product
What do you like best about the product?
Bot flows and simple intregrations with different software.
Able to set up FAQs
Mobile UI on user side is good.
Like the freedom it gives to customise
Able to set up FAQs
Mobile UI on user side is good.
Like the freedom it gives to customise
What do you dislike about the product?
Improve your support quality and train your executive better in terms of product knowledge otherwise it difficult to explain or understand clients issue
What problems is the product solving and how is that benefiting you?
Helping user to raise more chats quicker and helping decreasing the overall resolution time under 30 minutes
User are able to talk to two different team at sams time
User are able to talk to two different team at sams time
Easy to chat with our clients with simple features
What do you like best about the product?
Simple design and easy to follow up with clients on chats.
Support agents on Freshcha are quick to responce and helpful.
Support agents on Freshcha are quick to responce and helpful.
What do you dislike about the product?
There seem to be no function to export full chats that our agents had for quality control and this would be helpful to have it in Reporting function.
It has been difficulet for me to contact our Account Manager to discuss monthly/annual cost, which was a very important/ sensitive matter for me, as he seemed to have been traveling - it would have been better if they had someone else covering his work during his absence.
It has been difficulet for me to contact our Account Manager to discuss monthly/annual cost, which was a very important/ sensitive matter for me, as he seemed to have been traveling - it would have been better if they had someone else covering his work during his absence.
What problems is the product solving and how is that benefiting you?
Freshchat has not had issues technically so fat so it has been a stable service.
Easy to understand chat service and it helped our productivity.
Easy to understand chat service and it helped our productivity.
Freshchat implementation based on fresh desk use case
What do you like best about the product?
Easy to understand all the dashboard metrics, and the social tab is also very helpful for having an overview of social media handles in one location
What do you dislike about the product?
Sometimes it is difficult for our employees to find the correct login domain name (between "freshworks" and "freshchat") and we have a lot of confusion when gaining access
What problems is the product solving and how is that benefiting you?
Helps us reach more users via our social media handles as opposed to having them contact us solely through the mobile app
Best Customer Experience Platform
What do you like best about the product?
ace of use and granular configurations and filtering the tickets
What do you dislike about the product?
Initial user education and one-time setup is as usual a big challenge for any product.
What problems is the product solving and how is that benefiting you?
Seamless customer service management across all channels
Basic needs met by the tool
What do you like best about the product?
Integration via API with WhatsApp and Dashboard information/view
What do you dislike about the product?
Support in English, delay in returning problem solutions and high cost to maintain the platform
What problems is the product solving and how is that benefiting you?
Standardization and follow-up of customer communication and ticket volume management
Good but glitches sometimes
What do you like best about the product?
The bot is extremley helpful with new sign ups to our platform
What do you dislike about the product?
sometimes the chat glitches and messages don't send or don't come through
What problems is the product solving and how is that benefiting you?
Allowing customers to get answers from bot rather than talking to live agent
Amazing platform for customer support :)
What do you like best about the product?
The feature to check the user's support history in one go without any hassle.
What do you dislike about the product?
It sometimes lag and/or is absolutely slow.
What problems is the product solving and how is that benefiting you?
It has an automation feature for generic queries, and it helps reduce the load on our agents and they are focused on solving more complex user issues.
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