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Best app for instant resolution of queries!
What do you like best about the product?
There is absolutely no need to go to any other tabs or tools because we can resolve the tickets right under freshconnect. And we can view the discussion under the ticket to get a clear picture of what the issue is about.
What do you dislike about the product?
Everything is better in this app, should improve the mobile app version as sometimes it gets lag. Otherwise, it is the best app for communication and helps to solve the customer queries much faster
What problems is the product solving and how is that benefiting you?
Resolving Customer queries
Best for communication
Problem solving
Best for communication
Problem solving
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Count on the best software when it comes to comunicate with your customers
What do you like best about the product?
It's so useful for me as an agent cause I can solve the issues that face my customers and make it easier and more beneficial for them to be satisfied with the service I provide.
What do you dislike about the product?
Sometimes in rush hours, as I have to solve all kinds of cases, I deal with so many chats at the same time, and it gets stacked on the queue, which appears to the customer that we are intentionally avoiding them, but it's not a big deal as we handle them.
What problems is the product solving and how is that benefiting you?
All kinds of problems, I really mean it cause customer can contact with us so quickly and that exposing the main issues that face our clients which help us improve our way of service.
Recommendations to others considering the product:
It is guaranteed by all means.
Best Chat support out there
What do you like best about the product?
The chat is amazingly simple to integrate with your application. I also loved the customization feature to match users' branding guidelines.
Also features like bot, campaign, topics, faqs, etc are too good.
Also features like bot, campaign, topics, faqs, etc are too good.
What do you dislike about the product?
The only downside I notice is that there are no tutorials available for most of the features. I had to contact support for Demo which took quite a long. I suggest a separate tutorial on every feature like bots, campaign, setup, etc.
What problems is the product solving and how is that benefiting you?
We use Freshdesk message to give support ability to our platform via chat. We also use it to inform our visitors about new deals, features,etc via campaign feature
A knowledge-based ticketing system to improve customer experience
What do you like best about the product?
One of the things I like most about this messaging platform is the high customizability it has; we use it to complement our CRM to manage customer tickets and respond to concerns quickly and efficiently. I have been surprised and delighted by how simple the ticket assignment system is; it doesn't make us waste time. On the other hand, it integrates with various third-party tools; it helped us improve our customer service.
What do you dislike about the product?
For a tool that promotes good customer service and support, they don't set the best example; their customer service could be improved.
What problems is the product solving and how is that benefiting you?
It is stable software that has operated smoothly; we have integrated it with our CRM and have been able to take advantage of its capabilities to provide better customer service to our customers and to be able to respond to both staff and customer concerns when needed. The ticket assignment system saves us time and ensures that nothing goes unanswered. It helped us improve our customer experience exponentially, which is very valuable to us; we are pleased.
Recommendations to others considering the product:
It's an excellent alternative for any company or organization that wants to have an efficient way to answer and resolve issues for their customers; plus, it integrates with a wide variety of third-party tools without much effort, it's easy to learn and works well, without any hiccups.
Very good experience
What do you like best about the product?
Freshchat really makes our lives easier, we have everything in the same place: Whatsapp, platform chat, messenger, reports, and analytics. It is amazing that I can easily navigate.
What do you dislike about the product?
Mostly what I dislike are the Whatsapp restrictions, not being able to start a normal conversation without templates is a bit frustrating. Also, the custom bot took a lot of work and it is still not initiating the conversations at all times. And that it does not support Arabic.
What problems is the product solving and how is that benefiting you?
Our customers are very happy that they can find a window to chat with us when they get frustrated or have any issues using our platform. Also, it is an easy way to link them to all the FAQs and/or engage them to book their demos/ training sessions.
Intuitive Usability
What do you like best about the product?
The Freshdesk Messaging is very easy to learn and use, the design is very simple yet it is also complex. The tools that we're using are both Freshdesk and Freshchat. Working in this industry I've had many experiences using the different messaging systems and Freshchat is my most liked so far. There's no training needed to use this software, it's pretty much straightforward.
What do you dislike about the product?
I guess the least likable in Freshdesk is the reporting statistics. It could've been better if there are other data available like Statistics for the whole team and not just for individual agents. Also, it's better if the system does not automatically count the chats that were "resolved/create a ticket" without us sending a message as resolved chat for each individual agent.
What problems is the product solving and how is that benefiting you?
We had some problems before regarding the automatic assigning the chat to a specific agent but it was easily resolved by one of the support in Freshchat. She scheduled a zoom call just to assist any of our inquiries which is great. This is the first time I've experienced support that was sincerely wanting to help.
I wrote scripts to get reports via API
What do you like best about the product?
I think I like mostly documentation, that you have nice it. And Easy for understanding API, which works much better than Freshdesk API.
What do you dislike about the product?
I don't like strict limitations, I couldn't make a lot of requests per min or make long distance reports (more than 30 days), although if I need to get the history - I couldn't do this.
What problems is the product solving and how is that benefiting you?
We got data to analyze this in the future. Check whether our staff are polite, follow inner rules of communications or not. And check their reactions.
Great But can impove
What do you like best about the product?
Simple user interface
Whatsapp connectivity
Can onboard teams can create different divisions in it
Chat Assigning feature
Whatsapp connectivity
Can onboard teams can create different divisions in it
Chat Assigning feature
What do you dislike about the product?
Limited access in WhatsApp chats
Bots are not very useful
notifications can be a problem sometimes
Bots are not very useful
notifications can be a problem sometimes
What problems is the product solving and how is that benefiting you?
WhasApp chats improvement and Bots allowing to connect with Saans system
Recommendations to others considering the product:
W
Easy to integrate, work, debug and change
What do you like best about the product?
SDK is ready to integrate with all platforms (In my case Android and IOS). It is easy to debug send messages using javascript and as developer, I find it easy to debug too.
What do you dislike about the product?
Maybe this is a review of the version am using, but the chat support UI seems outdated in comparison with peers. HTML style support for IOS could be better. For example, I want to add a new line in a single chat message via javascript it's not straightforward. I had to reach out to the support team for help. (Which they did and close the issue very quickly). Documentation could be improved.
What problems is the product solving and how is that benefiting you?
Our app is a grocery delivery app and we are solving CX issues with Freshdesk. We are enabling users to chat with our customer support team about any issue they face in the user journey.
Grow up with Freshdesk over 2 years
What do you like best about the product?
The reply template helps us reply quicker and make our new agents can start work earlier. Also, the data analysis feature help me to know how to check whether our service is good or not.
What do you dislike about the product?
It doesn't work with WeChat (business version). We are a Chinese company, and many our customers in APAC prefer use WeChat, the chinses ticket system can integrate with wechat better. Also, we buy message last year, but chatbot is hard to use, we got many issues with it.
What problems is the product solving and how is that benefiting you?
Different agents can work together to solve a customer issues. In the past, each of our customers has one specific engineer, it makes many troubles when someone have holiday or leave.
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