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Great for Whatsapp Business
What do you like best about the product?
Whatsapp Integration and multi agent ability
What do you dislike about the product?
Notifications are slow and it causes delayed response. Unable to download report in excel of phone numbers with which we engaged on Freshchat
What problems is the product solving and how is that benefiting you?
Ability to have multiple people chat on whatsapp with customers
Recommendations to others considering the product:
Have genuine and multiple user accounts
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I enjoy using it but do have some requests for improvement
What do you like best about the product?
I can create a knowledge base in here and look at customer metrics
What do you dislike about the product?
I cannot merge tickets. For some reason, a second ticket is being created during one conversation. I REALLY dislike that you can only "resolve" when closing a chat. If an issue can not be resolved within the chat we create a support ticket for Freshdesk. We would like to "close" our chat even though the issue has not been "resolved". We follow up with any users via Freshdesk. Users reopen that chat asking why it's been "resolved". It's time-consuming having to explain, again, why we closed the chat.
What problems is the product solving and how is that benefiting you?
Basic user-error when our customers have questions using our software. How it's a quick way to communicate to us when our users find a bug in our system.
Customer Service is Iffy, Product Itself is Okay.
What do you like best about the product?
I like that so much is customizable, from the coloring of your widget to the structuring around store hours.
What do you dislike about the product?
A lot of this application is hit or miss. The product is one of the cheapest on the market, and I've realized why - the customer service is not helpful, and some of the settings do not "stick" initially. I had to hop on customer service chat three times for one issue with my store hours, but they didn't respond in the allotted five (or eight? either way) minutes - it ended up being an average of thirty. Ironically, for a chat company, their own chat is not preferable.
What problems is the product solving and how is that benefiting you?
Once all the kinks (read: several hours waiting on customer service) get worked out, the app does what it's supposed to. It gets customer (or potential customer) messages to us in real time, is able to generate some leads, and can handle inquiries in a way that helps us out during the day and brings us into the 21st century.
Recommendations to others considering the product:
Do your research and try not to be stingy about what you spend on chat bots - from what I've seen, this is one of the cheapest for a reason. You might have to invest a little more for a streamlined chat experience for your company.
Great, but needs some work!
What do you like best about the product?
the User ability of the sites and systems. Especially the Customer Support!
What do you dislike about the product?
Rich Features are lacking user ability. Needs a UI for setup especially in cases of Apple Business Chat
What problems is the product solving and how is that benefiting you?
We’ve eliminated issues with customers being unable to contact us over phone. And provided quicker easier ways for them to contact us.
Recommendations to others considering the product:
Chat with support, with any questions you may need. Very helpful!
Everything you need even on their free subscription
What do you like best about the product?
As a owner/software developer I just love how easy it is to set freschat up on any platform. Within just a few minutes and a couple of copied code you can deliver an amazing support experience por users on your apps.
What do you dislike about the product?
Sometimes I found a bit unstable adding some customized properties on user sessions, some times it works and sometimes it doesn't. Maybe it's something on my code I have to check that out with more time to spend.
What problems is the product solving and how is that benefiting you?
With freshchat, users that are logged in our platform can solve their issues while working inside our app and our customer service respond to them almost in real time. So I guess it's just good for everyone!
Recommendations to others considering the product:
If you guys need any support tool and want to go fast and with low budget, I would really recommend Freshchat, just easy to use and setup, and I've never had any problems with them.
Is a excellent tool to customer service
What do you like best about the product?
The channels to forward to customer.
I like so much the new option of away experience, i was waiting this option, it´s like a the previous vertion of chat.
In my concept FreshChat give the best cost-benefit.
It´s a friendly option of customer and let it review the contents of help that reduce potentialy a new case if the informations it´s put in the articles of solutions.
It´s so easy of configured.
The agents can view all content.
The agents can transfers the conversation if the roll of agent is the best to resolve to customer.
The option to create automatically ticket in Freshdesk is fabulous, save more time and icrease the productivity.
I like so much the new option of away experience, i was waiting this option, it´s like a the previous vertion of chat.
In my concept FreshChat give the best cost-benefit.
It´s a friendly option of customer and let it review the contents of help that reduce potentialy a new case if the informations it´s put in the articles of solutions.
It´s so easy of configured.
The agents can view all content.
The agents can transfers the conversation if the roll of agent is the best to resolve to customer.
The option to create automatically ticket in Freshdesk is fabulous, save more time and icrease the productivity.
What do you dislike about the product?
My licence is basic, i don't pay for it because i bought Fresdesk before november 2017, and i don't have some features like a automation and reports (are more limited). I'm thinking in buy the next type of licence.
The tittles of the widget is very hard to configured. In my case is necesary that i say to developers to change a subtittle in the widget.
I need the Bot option, but this only work in English language.
I need change the position of widget.
The tittles of the widget is very hard to configured. In my case is necesary that i say to developers to change a subtittle in the widget.
I need the Bot option, but this only work in English language.
I need change the position of widget.
What problems is the product solving and how is that benefiting you?
Let us increase the customer service when the phone lines are satured. In fact there are more customers that prefer the chat to telephone.
The main benefits: with fews agents attend more customers.
The main benefits: with fews agents attend more customers.
Recommendations to others considering the product:
The tittles and the move of widget.
A good all rounder for small and big
What do you like best about the product?
The best part would be the ease of integration, just a bit of time needed to get used to the product and from then on pretty much plain sailing !
What do you dislike about the product?
A few search or tag fields can be really picky about whether upper or lower case is used, which can sometime make it tedious to find certain tags or clients.
What problems is the product solving and how is that benefiting you?
Mainly client support for our fidelity application
Recommendations to others considering the product:
Carefully plan out your number of users and which plans at what levels will be used. It can very quickly become very expensive if you don't take all of this into account.
Easy to use and yet powerful tool
What do you like best about the product?
Quick integration
Integration with ticket management system
Integration with ticket management system
What do you dislike about the product?
Automatic naming of chat user which was based on some random fruit name was bit of surprise on first use.
What problems is the product solving and how is that benefiting you?
Customer interaction and support
Freshchat amazing connection with our clients
What do you like best about the product?
We have placed the chat button only within our client portals which then gives our clients an immeadiate tool to find solutions,communicate with the help team and receive specific campaigns. Chat is now almost 45% of our client contact and quickly taking over email/phone
What do you dislike about the product?
A lot of simple questions from clients that could be easily answered if the chatbot was a little smarter and could be trained constantly
What problems is the product solving and how is that benefiting you?
Help team can have multiple contact with clients and easy transfer of information, files and images. Great for our direct marketing to increase awareness of our new releases
Recommendations to others considering the product:
Recommend for software suppliers to have direct communication with clients with the inhouse campaigns, triggers
Freshchat improves customer service
What do you like best about the product?
The chat is easy to monitor, offers valuable features to improve customer service.
Supports customizations, automation rules to improve workflows and integrations with third-party software. It helps us to efficiently handle incoming queries and to respond to them promptly.
Supports customizations, automation rules to improve workflows and integrations with third-party software. It helps us to efficiently handle incoming queries and to respond to them promptly.
What do you dislike about the product?
It's hard to find something negative, since its functionality is tailored to our requirements.
What problems is the product solving and how is that benefiting you?
Freshchat improves communication with our customers, helps us improve response times and offer personalized attention. It is very useful to capture leads.
Recommendations to others considering the product:
It is a solution to improve the quality of customer service, it could work quite well for marketing and sales teams.
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