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Profissional
What do you like best about the product?
Layout da solução e limpo e dinâmico de fácil utilização.
What do you dislike about the product?
Não temos áudio disponível nem vídeo chamada
What problems is the product solving and how is that benefiting you?
Centralização de demandas, profissionalização da operação, histórico de conversas, maior produtividade
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A happy and satisfied brand
What do you like best about the product?
Their simple and easy to use User interface, app integration functionality, chat bot service
What do you dislike about the product?
At times the account manager is not available over the call or email
What problems is the product solving and how is that benefiting you?
Helping with multiple channels to assist the customers via live chat, whatsapp chats.
Hard setup, easy use
What do you like best about the product?
Embedding the FAQs into the welcome page reduces inquiry volume. Canned responses provide better first and average response time. You can see which page of your website does customer on while he or she messages you.
What do you dislike about the product?
Freddy artificial intelligence bot is very difficult to understand. Before it, the regular bot was too easy to build and use. However, Freddy requires more coding.
What problems is the product solving and how is that benefiting you?
Some customers do not want to wait for an email and some do not want to call and talk to the representatives. The live chat is an interim solution to help customers.
Recommendations to others considering the product:
If you want to use this product to launch your chat campaign it is very easy to use. However, the artificially intelligent bot has some difficulties like transferring the conversation to the agents, creating a ticket, etc. Moreover, if you decide to use the bot you cannot embed your FAQs into the welcome page. Therefore, you should add all information into the chat bot or put the links in the prepared conversations. I think that way may be difficult for some users.
Great product, shaky API
What do you like best about the product?
There are a lot of automations and triggers available to increase our support agents' productivity. The integration with Freshdesk enables us to follow up with customer issues in a multi-channel manner.
What do you dislike about the product?
We ingest the raw data generated by Freshdesk Messaging through its API, however it sometimes has unexpected behaviors, especially the v2/reports/raw endpoint. This makes it difficult to keep track of product metrics in our BI tools.
What problems is the product solving and how is that benefiting you?
Opening a chat channel for our customers to contact us about ongoing issues and managing this issues as tickets created on the Freshdesk platform. We have come to depend of only one CRM vendor for our customer support area, which reduces management overhead.
Very comprehensive Messaging tools
What do you like best about the product?
Freddy bot are very helpful and are easy to setup
What do you dislike about the product?
support can be more responsive and able to solve issue on 1st contact
What problems is the product solving and how is that benefiting you?
whatsapp and other intergration
Recommendations to others considering the product:
Very comprehensive intergration and feature
BoyanS Review
What do you like best about the product?
Good and Easy setup of Integration between Freshdesk and Freshchat. Easy solution for separating incoming chats per group or per country. IntelliAssign option is really easy to setup and it is working well
What do you dislike about the product?
Problematic points are that is difficult sometimes to setup the bot and also Proactive Campaign is not created well. It is complicated to create new custom variables. Also, the Offline form is problematic. Is based only on business hours and you can't setup to be based on online/offline agents
What problems is the product solving and how is that benefiting you?
The main problems that we have solved with Freshdesk Messaging are that this system give us the opportunity to manage all the Incoming chats that we are receiving from different websites to be assigned to an exact team.
Recommendations to others considering the product:
Better Support Response time for their high-level customers. More flexibility in terms of individual system setup
Freshdesk has made our workflow easier
What do you like best about the product?
The automatisation app in Freshdesk is my most favourite option as it allows us to configure flows that will save me and my team time
What do you dislike about the product?
Some settings are not always clear and unfortunately API is a bit of a hassle to use
What problems is the product solving and how is that benefiting you?
Easy communication with both customers and partners that are possible to follow up by other colleagues as well in one general tool
Recommendations to others considering the product:
Has almost everything you need if you're looking for a great messaging platform to work together on with other colleagues
Omnichannel is perfect for building chat widget and FAQ bot
What do you like best about the product?
I like Freshdesk for ticketing, it really gives all the information you need and very straightforward for Canned responses as well as Freshchat very easy to reply with the customer
What do you dislike about the product?
The only thing that I dislike is their priority type because it is not consistently following the SLA we set for ticket prioritization as well as the data report, it does not provide us the accurate info
What problems is the product solving and how is that benefiting you?
we use Freshdesk Messaging for answering queries for those customers who've sent us via email, and also for outgoing emails in case we need to contact our customers for those issues raised via our Business What'sapp
Recommendations to others considering the product:
Freshdesk Messaging is the best ticketing and livechat tool for companies that receive multiple emails on a daily basis because first it has the SLA policy that measures the productivity of your people who are in charge of answering tickets, proper distribution of tickets, and chats.
Information with fast destination
What do you like best about the product?
It helps me to be more fluid with the participation between customers, any questions they have are addressed through the use of this product, it enhances the standards and operations of rapid communication. Its interface is efficient, it has no slowdown problems or any other errors.
What do you dislike about the product?
The software has a small problem of integration with older operating systems, it is necessary to upgrade the systems and start enjoying the services of the software.
What problems is the product solving and how is that benefiting you?
Freshdesk Messaging enables convenient information sharing between users and clients. Negotiations are solid and protected by a secure system, it is very fluid and fast.
Recommendations to others considering the product:
Recommended, it is very effective to have a channel of information and development of negotiations easy and fast, you will feel comfortable working with the software.
Students Outbound Campaign
What do you like best about the product?
Using the Outbound Campaign Feature of the product. Good to see Inbound Contact Center and Collaboration/Messagaing capabilities in the out of the box product
What do you dislike about the product?
It would be helpful to have examples of usage in different verticals to get someone organized initially. The details may be there in the user guides and online help.
What problems is the product solving and how is that benefiting you?
Use the Outbound Campaign capabilities for student outreach
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