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Great Support Option for Smaller Businesses!
What do you like best about the product?
Freshdesk has been incredibly simple to implement within our daily practices. The interface is very user-friendly and easy to navigate. Most of the features are very intuitive and do not take long to learn. Freshwork's Customer Support team is also wildly quick to respond!
What do you dislike about the product?
Some features and apps such as emailing a chat transcript to a customer are only available in the highest tiers of service. It would be great to have a version of these apps for the lower-tiered levels as well since the majority of customers want a copy of their conversation.
What problems is the product solving and how is that benefiting you?
We previously used a different helpdesk software. It was not intuitive and was incredibly difficult to integrate with the tasks we needed it for. Freshdesk has allowed us to completely revamp that system, work more efficiently, and respond to our customers quickly while allowing more self-help options.
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Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you like best about the product?
Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you dislike about the product?
It requires an upgrade and more custom options, Apart from that its perfect!
What problems is the product solving and how is that benefiting you?
technical and crucial customer service!
Integration is very helpful!
What do you like best about the product?
Integration between FreshDesk and FreshChat has been very helpful for our team! It has been easy to learn, and it's been a fun experience for us to use as well.
What do you dislike about the product?
How automatic the responses are. I've found when going between multiple chats, I'll send a reply to one that i meant to send to someone else.
Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!!
Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!!
What problems is the product solving and how is that benefiting you?
Just how quickly we can communicate with our clients instead of going back and forth through email.
Recommendations to others considering the product:
Definitely recommend setting up the Knowledge Base! Having quick solution articles has been amazing!
One of the best chat support tool for Android
What do you like best about the product?
It has all that you want:
- Way cheaper than other platforms out there
-Integration with WhatsApp
-Easy to setup Android SDK
-Webhooks and API to connect your own chatbots
- Can create campaigns to engage users
- Way cheaper than other platforms out there
-Integration with WhatsApp
-Easy to setup Android SDK
-Webhooks and API to connect your own chatbots
- Can create campaigns to engage users
What do you dislike about the product?
- Cannot send events via Segment.io
- No direct support for third-party chatbots
- Webhooks are quite buggy
- No direct support for third-party chatbots
- Webhooks are quite buggy
What problems is the product solving and how is that benefiting you?
We use Freshchat on our Android app to solve user queries. It's way faster and easier to use Freshchat rather than building your own support tool from scratch.
Freshchat
What do you like best about the product?
I do like whatsapp and how you interact with the client through whatsaap and fb direct message . its is easy and lovely
What do you dislike about the product?
None at the moment , I have not have anything i do dislike
What problems is the product solving and how is that benefiting you?
How to add my team member on group and assignmnet and many more
Very promising chat support tool
What do you like best about the product?
A very promising and very reliable chat tool I used. This chat tool was my first chat tool used when I was exposed to the support role in one of my previous organizations in the initial days of my career. I have worked with this tool for a quite long duration and in different roles starting from the support role to the supervisory role. With that, I could explore the tool and its features quite well. From the ease of chatting with the customers in the inbound queue, assigning to the different teams according to the inbound queries, and few other things I got to work on with the initial job role. Later, when I took up the other roles I worked on the report bit of the Freshchat and it was quite easy to get stats on various measuring parameters like the Response time, First response time, Customer Satisfaction Scores, and Resolution time. Freshchat also auto-generates a few other statistics like the chat flow throughout the day against the time and it is customizable with factors like the post-conversation tagging, Region the chat is from, team performance, etc. And later with another role, I worked on a few automation like auto-assignment, Auto responses, etc. There were few hiccups while working with automation and I will address that in the other part of the feedback. But we could get support from the Freshchat team when required.
What do you dislike about the product?
While I was working with the automation there were few hiccups when we worked on auto-assignment and auto-close of the chats when the queries were answered by the bot. And when the bot couldn't answer the queries there was a problem - The chat used to reach a junk folder. Nonetheless, we could gradually troubleshoot along with the Freshchat support team and by making few other changes to the assignment and closing process.
What problems is the product solving and how is that benefiting you?
The core reason for the usage of this tool was to address and assist the customers reaching us on chat. And the tool is doing a great job as it's quite simple to use and for getting the reports.
Recommendations to others considering the product:
Recommended for any growing organization that wants to integrate to their website or application for user support.
YAY! Freshchat for live chats!
What do you like best about the product?
Freshchat is easy to use and very efficient.
What do you dislike about the product?
Freshchat offers the same capabilities as its competitors. The current trends of working remotely make this a wonderful tool to maximize the strengths of my team.
What problems is the product solving and how is that benefiting you?
We are able to correspond with customers in need quicker. Our first response times have always been exceptional but this tool takes it to a whole new level.
Platform that make your communication easier: Freshchat
What do you like best about the product?
Several shortcuts and different integration with different platform
What do you dislike about the product?
There is a lag showing due to high incoming flow.
What problems is the product solving and how is that benefiting you?
Delivering service to the rider when facing any problem
Recommendations to others considering the product:
Nice platform to use for business purposes.
Negative Feedback
What do you like best about the product?
A lot of plugs and you have a lot of possibilities to improve
What do you dislike about the product?
Take care from salesman name Shaik Ali he doesn't clarify you the Product and the procedure. he uses to push in different ways to sell you that. should be thinking more and read more about the product. he is not an honest person and he put me in trouble. the point of that whats app will not allow us to use the marketing apps was totally not clarified so after we move there we come to stuck there
What problems is the product solving and how is that benefiting you?
as of now, we start on what's app so it is helping us to assign the chat and solve the ticket this feature is not available in the normal access
Recommendations to others considering the product:
support people and salesman are not recommended and be careful those marketing apps in fresh chat are not possible to use in whats app. it is not mentioned in their blogs and Shaik Ali ( the salesman ) will not clarify this to you
Why Freshwork products ? !
What do you like best about the product?
1- Efficiency from cost and time
2- direct support through their own teams not 3rd party partners.
3- financial support and generous discounts
2- direct support through their own teams not 3rd party partners.
3- financial support and generous discounts
What do you dislike about the product?
I Can`t really recall something that i didn`t like through my 3 years of experience with them. except for the frequent changes in the designated account manager. this might be due to the fast expansion which is good not bad.
What problems is the product solving and how is that benefiting you?
1- Single source of truth for all my messaging interaction with the customers.
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