Freshchat
Freshworks Inc.Reviews from AWS customer
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Automation of all messaging processes in customer support
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.
always connected freshconnect !!
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.
Automation of all messaging processes in customer support
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,
excellent integration with our website and our WhatsApp
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.
Awesome Integration with WhatAapp API + Facebook messenger + Freshworks product
What do you like best about the product?
There are many things to love about Freshchat. The nice clean interface and so on. But these are the 3 top +++ from me
1. Awesome support and attention provided to get me migrated/started from intercom. Very solid support from Bala to help me get the Whatsapp API registered and set up with my account with Whatsapp.
2. Integrated Environment for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) all in 1 platform. Allow me to start my journey to create a proper Customer Engagement Platform for Xpressflower e-commerce website, its cafe and retails stores
3. Pricing - Does not charge by contacts! Now I can empower my team with customer information about their visits, tickets and interactions without having to archive/backup and remove.
1. Awesome support and attention provided to get me migrated/started from intercom. Very solid support from Bala to help me get the Whatsapp API registered and set up with my account with Whatsapp.
2. Integrated Environment for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) all in 1 platform. Allow me to start my journey to create a proper Customer Engagement Platform for Xpressflower e-commerce website, its cafe and retails stores
3. Pricing - Does not charge by contacts! Now I can empower my team with customer information about their visits, tickets and interactions without having to archive/backup and remove.
What do you dislike about the product?
There are some areas which
1. Internal Notes/Chat - Cannot @mention another colleague to bring a chat to his/her attention
2. My biggest feedback comes from the Campaigns Module (Maybe due to too much Intercom goodness :) the campaign module (extra $19 per month) lacks
- triggering options (eg: cannot target from UTM parameters or from a source such as IP/Site) so campaign message can only target very basic option such as website URL
- Cannot track Goals/Conversion (eg: cannot track if a person seen/interact/chatted with a campaign leads to a conversion). This is a very powerful marketing tool from Intercom
3. Event Tracking and Alert - Cannot inject events easily via GTM+Javascript easily compared to Intercom
4. WhatsApp Pro active sending - This interface is a bit clunky especially the setup/configuration of it. A simple way would be this app is an automatic functionality on main navigation + able to choose the template categories and templates easily without having to custom configure 1 by 1.
I believe Freshchat will continue to invest R&D to enhance the features in the next few releases. And hopefully, i can revisit this review to give a full 5 star.
1. Internal Notes/Chat - Cannot @mention another colleague to bring a chat to his/her attention
2. My biggest feedback comes from the Campaigns Module (Maybe due to too much Intercom goodness :) the campaign module (extra $19 per month) lacks
- triggering options (eg: cannot target from UTM parameters or from a source such as IP/Site) so campaign message can only target very basic option such as website URL
- Cannot track Goals/Conversion (eg: cannot track if a person seen/interact/chatted with a campaign leads to a conversion). This is a very powerful marketing tool from Intercom
3. Event Tracking and Alert - Cannot inject events easily via GTM+Javascript easily compared to Intercom
4. WhatsApp Pro active sending - This interface is a bit clunky especially the setup/configuration of it. A simple way would be this app is an automatic functionality on main navigation + able to choose the template categories and templates easily without having to custom configure 1 by 1.
I believe Freshchat will continue to invest R&D to enhance the features in the next few releases. And hopefully, i can revisit this review to give a full 5 star.
What problems is the product solving and how is that benefiting you?
1. Cost effective Customer Engagment tool that does not charge by Contacts tier = Lower cost of ownership
2. Develop an Integrated Customer Engagement Platform for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) rapidly (without too much developer effort) + Cost-effectively = Enhance our digital capabilities quickly
2. Develop an Integrated Customer Engagement Platform for my CS team to manage Chat + Ticket(FreshDesk) + CRM(FreshSales) rapidly (without too much developer effort) + Cost-effectively = Enhance our digital capabilities quickly
Recommendations to others considering the product:
1. Use their support to help you migrate in the contacts + chats from the previous chat like intercom.
2. Start the Whatsapp API Sign up and Readiness early. This is really time consuming
3. Setup Whatsapp API + Freshchat to harness the power of engaging customer via this channel (Tip #get your Facebook Business account verified! This took the most amount of time)
4. Pay annually (Get the monthly whatsapp $49 fees waived off)
2. Start the Whatsapp API Sign up and Readiness early. This is really time consuming
3. Setup Whatsapp API + Freshchat to harness the power of engaging customer via this channel (Tip #get your Facebook Business account verified! This took the most amount of time)
4. Pay annually (Get the monthly whatsapp $49 fees waived off)
Communicate and help customers quickly!
What do you like best about the product?
It is super easy to manage multiple chats - users are presented with a chat bot to help identify the questions the customers want to answer. You can create fast answers for common questions
What do you dislike about the product?
It is difficult to insert information from the FAQ page. It also often freezes and you have to restart Chrome
What problems is the product solving and how is that benefiting you?
We have dramatically reduced the number of calls and tickets we receive, and users are getting their questions answered quickly!
Everything you need even on their free subscription
What do you like best about the product?
Only inside our customer portals have we put the chat button which then provides our users an immeadiate resource to identify ideas, connect with the support team and get relevant promotions. Chat currently accounts for nearly 45 per cent of our consumer interaction and takes up email / phone easily
What do you dislike about the product?
I think there had been an easy way to browse at the old conversations / data, as the search settings are a little awkward right now. There are occasions where the software even appears to be laggy, but besides that, it is perfect.
What problems is the product solving and how is that benefiting you?
We use talk as a service to technical users. Stability is the chief advantage. It is critical that we still get push reminders about incoming messages. We can miss messages if they're not, and that is critical.
Recommendations to others considering the product:
Do your homework and seek to never be pushy on what you are investing on chat bots-for a price, it's one of the lowest out of everything I've seen. You may need to spend a little more in your business for a smooth talk experience.
Ideal software to perform CRM management
What do you like best about the product?
It shows a large magin of accessibility and ease of work management thanks to the wide communication channels it offers, in this way, it is possible to connect with each potential client and know their purchasing possibilities, as well as the purchase interactions they may have. It has a variety of tools with which it is possible to do all my sales work without leaving anything to do, I like that every task I need to do at Freshsales is possible. Together with the CRM system we have managed to unify our team work where the pursuit of our main objectives will always be to create new sales and commercial ties with each of our clients. In other words, it contributes to monitoring and registering each user appropriately, as well as providing customer support, in this way ensure that your experience with our services is comprehensive.
What do you dislike about the product?
It's possible that there are some failures in the follow-up of the information, sometimes it does not collect all the necessary data, which makes the preparation of reports much more cumbersome. It is necessary to take into account that you must have sufficient technical knowledge to know how to use the tools, otherwise you will not even be able to make it work. I also find some disagreements with the user interface of the mobile application, it is impractical and can even be a little slow and tedious.
What problems is the product solving and how is that benefiting you?
It has allowd to automate the work and to do a quality sales management. Now we quickly reach the right potential customers, only those people who are highly interested in our product, in this way we minimize expenses and time invested in the search for new users. Taking into account potential customers, we have been able to establish contact with them and seek to always offer them our excellent service. Collaboration work has increased its effectiveness, due to various communication channels that link agreements and allow each sales project to progress progressively always uniting the participation of all members of the work team in my company.
Recommendations to others considering the product:
Use it! join him and discover all the great qualities it can offer.
Link in the communication system
What do you like best about the product?
Freshchat is undoubtedly an exceptional tool, where it is possible to connect to a messaging and communication network for the exchange of commercial projects, and the organization of work tasks. It is a direct and fluid path where perfection is achieved in what we do, thanks to its affordable cost all our clients, partners and colleagues can join our network without any complications, making all our work much easier. With this, create a perfect link in my company where there is a merchant-customer connection to manage questions and answers, thus solving customer support problems like we never imagined.
The messaging system brings with it interactive options, such as gifs or images, that allow a clearer image and message to be transmitted. Integrating Freshchat with different API's makes the system much more fluid and collaborative.
The messaging system brings with it interactive options, such as gifs or images, that allow a clearer image and message to be transmitted. Integrating Freshchat with different API's makes the system much more fluid and collaborative.
What do you dislike about the product?
I like how fluid it is, efficient messaging, and its effective tools. However, I don't agree with the configuration and customization system, I feel that there is still a lack of capabilities to adapt the system to our fair requeriments, we have had to adapt our work to the software and not vice versa, which has changed many of the work strategies that we had established, although it is not something completely bad, but we eould like to be able to configure everything as we need it.
What problems is the product solving and how is that benefiting you?
Freshchat's tools have been essential for our day to day, communication is essential for a project to be fluid and interactive, where each part is active and collaborative, including participation of clients, partners and colleagues. We are now much bolder in the immediate response to conflicts or inconveniences, through communication we transmit our inconveniences to guide them in the search for a better effective solution, which solves and remedies, always seeking work and professional success, thus perfecting the service that we offer to all our clients. With the messaging system we can be in charge of the progress of each of our projects, scheduling commercial tasks and helping to amplify the advances that are made separately, to unify them as one.
Recommendations to others considering the product:
Communication is essential for the progress of projects and satisfaction of our clients with the quality of the services we offer them. Take this opportunity and use Freshchat!
Best Communication Platform to connect with the Customers...
What do you like best about the product?
FreshChat is one of the best communication platforms by FreshWorks that works for thousands of websites as a bridge of communications between companies and their customers through chat. FreshChat is an advanced, fastest and userfriendly chat platform that makes a top choice for any company. The best thing that I like is the advanced reporting system, integration ability, and Bot response customizations.
What do you dislike about the product?
Well, there are some technical issues we are facing while using the applications and what we have found is it requires a fast internet network to avoid delays in bot responses. We have noted that chats are getting delays while bot conversations and defining the groups. Also, Bot responses require to make more updates for better responses.
What problems is the product solving and how is that benefiting you?
Well, it requires better internet connectivity to avoid delays in boat responses and assigning the groups. You can customize the boat responses as per business categories and requirements.
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