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Freshchat

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

465 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Guilherme Daniel d.

A good and friendly tool that can be improved in some areas

  • September 12, 2020
  • Review verified by G2

What do you like best about the product?
WhatsApp Integration was an important milestone for our support routines development, and we manage conversations easily, so our new members can help users quickly.
What do you dislike about the product?
FAQ management needs to be improved.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools.
What problems is the product solving and how is that benefiting you?
It optimizes our daily support routine and also, some chatbots help us a lot.
We also use triggered messages to announce new features and provide some useful info to our users.
The main benefit is that it allows us to keep all issues on track and it improves our support quality.
Recommendations to others considering the product:
Freshdesk Messaging is really a helpful feature and their support team is really helpful.
It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help.
The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well.

    Jessica K.

Sucessul Tools to get the best expirience in Customer Journey.

  • September 10, 2020
  • Review provided by G2

What do you like best about the product?
The best is the easy to use and create a flow in our landing pages!
What do you dislike about the product?
I think that need more integration with other plataforms like social media.
What problems is the product solving and how is that benefiting you?
We resolver to atiende our e-commerce plataform for our customers and the best benefits that we can with this solution is the transparency to used.
Recommendations to others considering the product:
More addons! please!

    Royce R.

Best customer support and sales available out there

  • September 10, 2020
  • Review provided by G2

What do you like best about the product?
Whatsapp integration to receive messages and send alerts
What do you dislike about the product?
Nothing yet, I am fully satisfied with what Freshchat offers
What problems is the product solving and how is that benefiting you?
Getting back to customer in real time quickly

    Sebastian G.

All round chat system

  • September 09, 2020
  • Review provided by G2

What do you like best about the product?
I think it’s great that we can bring our own bot and integrates seamlessly with our other fresh works solutions.
What do you dislike about the product?
It’s less flexible compared to some more developer oriented chat systems
What problems is the product solving and how is that benefiting you?
Customer interactions - sales and support really benefits from this channel.

    Muhammad Shukri b.

User friendly and easy to use

  • September 09, 2020
  • Review provided by G2

What do you like best about the product?
The modern outlook and easy to use of freshchat
What do you dislike about the product?
need more reporting and customization on the reporting
What problems is the product solving and how is that benefiting you?
made customer easier to contact us

    Heidi H.

Freshchat Effective communication for users.

  • September 07, 2020
  • Review provided by G2

What do you like best about the product?
This is an ideal messaging software for sales departments. It allows you to establish communication with potential customers on websites, mobile applications and social networks. It provides you with features like campaigns. Integrated self-service, intelligent routing of messages and bots. It has a very simple configuration, fast website integrations and its interface is organized and attractive that allows you to navigate without problems.
What do you dislike about the product?
We have had a pleasant experience, with good results, however freshchat has presented some failures or errors, for example in the bot, it is a bit slow and sometimes does not respond at all, the mobile application should improve in some aspects and Compared to other platforms, this one is a bit expensive.
What problems is the product solving and how is that benefiting you?
We use this platform to communicate with our old and old customers. It is also implemented by our customer service department since there is a section in freshchat that has frequently asked questions that allows our clients to answer each of the questions before contacting us directly. We have had a good workflow since it has been easy to use and configure, both in the application and on the web. It also provides us with a significant time saving since the bot interacts with the client to a certain extent that he feels that he can no longer help you and sends you directly to contact a person in our department. This allows us to customize many of the results. In general, it seems very stable, easy to use and complete.
Recommendations to others considering the product:
it is a good option for any company that wants to save time and money in setting up a messaging software to interact directly with your customers. Something that stands out about Freshchat is that it has pre-established questions and answers that allow your work team to have greater work fluency. It is easy to use, it has a very attractive interface which allows you to navigate without problems, you can customize it, it has a simple AI bot, you can also configure business hours and it is compatible with applications and websites, it is very complete. We recommend it.

    Román O.

Automation of all messaging processes in customer support

  • August 27, 2020
  • Review verified by G2

What do you like best about the product?
It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to wherever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility in responses.
What do you dislike about the product?
The ideal of maintaining active communication is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but we encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.
What problems is the product solving and how is that benefiting you?
Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial harmony, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as well as satisfying our clients with the fast and agile service we offer them.
Recommendations to others considering the product:
My sincere recommendation is that there is no more effective software than Freshchat, it has everything you need to improve the customer support you provide to your customers. Effective communication and happy customers are the key to business success.

    Jose M.

always connected freshconnect !!

  • August 05, 2020
  • Review provided by G2

What do you like best about the product?
You will be able to maintain effective and stable communication with your entire work team, aware of the tasks, communicate with your family if you are traveling or simply to exchange ideas about a product of your company or business, as well as the tools are very complete and allow to do teamwork in order to do projects and work.
What do you dislike about the product?
Constantly I get notifications that do not have much to do with what I am doing at the moment and I find it a bit annoying, it contains a limited number of message formats, and the sending of files and documents can be an annoying limit since it is a messaging system, should improve these characteristics.
What problems is the product solving and how is that benefiting you?
It allows me and our entire team to always keep in touch with a stable and secure connection, in addition to chatting with our customers and improving our products thanks to their suggestions, for us this is very important, we like to hear what they have to say . For us it is the fundamental basis to provide them with a better service.
Recommendations to others considering the product:
Recommendation if you want to communicate with your work team, clients and others. Very safe and stable, in addition to offering us stable tools in order to expand work groups and work from home and I highly recommend a very good service.

    Patrick B.

Automation of all messaging processes in customer support

  • July 16, 2020
  • Review verified by G2

What do you like best about the product?
It is a great tool for active communication, which with its live chat rooms contributes to improving the messaging experience, as well as entering context much faster. Its integration system with social networks, mobile applications, among other websites, exponentially expands the possibilities of communication and allows us to quickly get to whenever our clients are. It contributes with an excellent CRM system, in addition to bots that streamline and automate many functions in support of customer support, I also like the integration of routing which provides the ability to automate the scheduling of messages increasing our efficiency and agility.
What do you dislike about the product?
The ideal of maintaining active communications is to be able to access it when necessary, so implementing it on mobile phones is extremely necessary to increase our practicality when working, but I encountered certain difficulties when working with the mobile application, its interface is boring and slow, it does not flow as expected, it needs more updates to increase the efficiency that we maintain in the computer regarding communication and live chats.
What problems is the product solving and how is that benefiting you?
Without a doubt, Freshchat has been our solution to always have a single voice in communication, we maintain greater contact with customers, campaigns and product promotion are done directly from the guide and integrations of Freshchat, and even as a working group we manage a same commercial synchronous, both within our department, and with the entire organization. There is nothing better than carrying out a collaborative and participative work, where each party provides just the necessary help to achieve great projects, as weell as satisfying our clients with the fast and agile service we offer them.
Recommendations to others considering the product:
My sincere recommendation is that there is no more effective software than Freshchat, it has everything you need to improve the customer support you provide to your customers. Effective communication and happy customers are the key to business success,

    Vivanka G.

excellent integration with our website and our WhatsApp

  • July 14, 2020
  • Review provided by G2

What do you like best about the product?
freshchat is a very good tool since you can integrate it very easily into your website, in addition to its integration with mobile devices, it works perfectly. good or not to the client since that helps us to keep a good control of how the client feels with our treatment in addition to that we were also surprised by the integration with WhatsApp since it really completed what we were looking for
What do you dislike about the product?
We have a problem but I do not know if it is our fault or we have not been able to configure or if it is a problem of Freshlook but sometimes when clients respond to our agents they do not get the notifications that a certain client wrote so it is difficult to answer instantly if you are distracted or engaged in some other task
What problems is the product solving and how is that benefiting you?
We use freshchat on our website to communicate with all our clients and we are also using it in our technical support team since it is very easy to connect with the client and resolve their concerns by that method.

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