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Freshchat

Freshworks Inc. | 1

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External reviews

465 reviews
from G2

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

    Financial Services

Freshchat Review

  • November 14, 2019
  • Review provided by G2

What do you like best about the product?
Making use of whatsapp platform - most used and easily available contact channel of customers.
Ease of chatting with customers.
What do you dislike about the product?
Unable to initiate a new chat with our customers
Comprehensive reporting options
What problems is the product solving and how is that benefiting you?
Reduction in turn around time
An easier communication channel for our customers.
Recommendations to others considering the product:
A good tool to have - a long way to go!!! Cost-effective.

    Debora T.

Great tool for supporting customers

  • November 13, 2019
  • Review provided by G2

What do you like best about the product?
Simple interface, easy to understand and use admin tools. It was very easy to get it set up and start using it really fast. It also integrates with other Freshworks tools, like Freshdesk so that you can share FAQs from your knowledgebase on chat.
What do you dislike about the product?
Very little to dislike. I would appreciate more flexibility with the online/offline tools (easier way to go to offline vs. business hours, more flexibility on bot-chat intro conversations). But, as is it is still super helpful and useful.
What problems is the product solving and how is that benefiting you?
Resolving support issues in real-time. Answering questions quickly. Happier customers.
Recommendations to others considering the product:
Take the time to set up the chat-bot to help and use the free trial to test it out. It is so simple to use!

    Verified User in Music

User Friendly, Worth it For the Price

  • November 11, 2019
  • Review verified by G2

What do you like best about the product?
So far, Freshchat has been easy to install, and their customer service, though slow at times, has been informative.
What do you dislike about the product?
Sometimes things are unclear in terms of the initial setup, which was a bit frustrating, but once I got in touch with their customer support, they were able to point me in the right direction for several articles that explained what I needed.
What problems is the product solving and how is that benefiting you?
Freshchat has already allowed us some leads directly from our website and allows us to answer questions as quickly as possible, vs. email. It's proving worth it just in the couple of weeks we've had it installed, giving us leads on a few products.
Recommendations to others considering the product:
Freshchat is worth it for the less expensive price (depending on which plan you get - we have Garden), but there are some limitations that come with the lower level plans, just to be prepared for.

    Retail

Great platform and continuous product features added constantly!

  • November 07, 2019
  • Review verified by G2

What do you like best about the product?
I love the native integrations with other apps that make it easy to install without having to bother our web developers.
What do you dislike about the product?
I don't like how you haven't launched a more native integration with Shopify. I want to track my customer journey and revenue if a customer visited our chat services, to see if the chat lead to the sale.
What problems is the product solving and how is that benefiting you?
Product inquiries, product complaints, etc.
Recommendations to others considering the product:
Shopify integration, track customer journey and revenue on users who chat that end up converting into a sale on Shopify.

    Lizier J.

Empower your Live Chat Support

  • November 04, 2019
  • Review verified by G2

What do you like best about the product?
What I love the most with this app is the ability to add FAQ's, Message Channels and customize the entire message icon. The user interface is very easy to navigate and understand that even if you're not a tech savvy person you will get used to this app right away.



Ease of access, seamless access to important information to provide timely support for customers. Being able to answers incoming chat whether from browser or mobile app.

The Co-Browsing feature which gives you the ability to give customer assistance remotely through their screens.
What do you dislike about the product?
The limited functionality of the Freshchat bot. As of now, its capability is just to ask configured questions.
Only 1 freshdesk account can be integrated to 1 freshchat account directly thus giving you an option to connect several more via web messenger feature which will require you to copy, paste and modify code provided from your Freshchat account.



The limitation of messaging apps integration (Viber,instagram dms) Which will make this live chat app more powerful.
What problems is the product solving and how is that benefiting you?
Being able to provide a chat widget for the end users that prefer talking to a live agent instead of sending an email/raise a ticket.


Providing a self help to customers by listing FAQs and the accuracy of Answer Bot that eliminates commonly asked questions.
Recommendations to others considering the product:
If you are looking for a chat software to cater or handle your customers that is easy to setup, very flexible paid plans and have an easy to understand UI I would suggest you give this a try. They have a free limited day trial with no other requirements.

    Apparel & Fashion

Fresh Chat Service

  • October 31, 2019
  • Review provided by G2

What do you like best about the product?
Customer Support is always available quickly and happily. They make sure they answer your questions as helpful as they can!
What do you dislike about the product?
The only wish that I would have for this would be that we could have an automated response when we reach a certain amount of chats. But not really a dislike.
What problems is the product solving and how is that benefiting you?
I have never had any issues. If you have any questions, they're happy to help you understand and teach you more about the system that you already have!

    Airlines/Aviation

Excellent option for startups and new developments to find their feet

  • October 29, 2019
  • Review verified by G2

What do you like best about the product?
Freshchat lets you add chat to your new site quickly and the service plans available mean that you can set it up for free and upgrade it as your site grows.
What do you dislike about the product?
You can't set a schedule of availability on the free service levels.
What problems is the product solving and how is that benefiting you?
Freshchat meant we could start interacting with our website customers from the very first day the website launched.

    Martha T.

This business live chat app will help you meet and respond to all your customers needs.

  • October 23, 2019
  • Review verified by G2

What do you like best about the product?
What I like about the program is its focus on helping sales teams talk to potential customers by offering a messaging experience with a variety of features making it a solid option to consider. Among the features that this has the ability to create campaigns, intelligent message routing, creation of bots that allow offer a much faster and automated service to all your customers without the need to have a specialized person to respond to each incoming request. It has an incredible way to organize conversations with your clients by sipping them by topic, agent, among other options.
What do you dislike about the product?
Honestly, there are not many bad things to say about this software, as all the features are really solid and practical delivering everything you need in one place. There are few things to point out, although you have personal online training as well as a good documentation, it does not have a forum to help you answer frequent doubts that customers have had in the past, the integrations for iOS and Android mobile devices work smoothly, something very disappointing at a certain point since its versions on Windows and Mac work great.
What problems is the product solving and how is that benefiting you?
The main help that this tool has offered to the company in which I work is that it teach us to communicate with our customers, opening different communication channels that allows us to reach customers in real time and in a much more effective way offering features such as integrations with freshwork applications, live chat, bot for 24/7 attention, thus increasing our productivity as a company without ever lowering our efficiency while giving a quality service to each of the customers.
Recommendations to others considering the product:
Freschat offers a graphical interface very easy to use in addition to being interactive making it possible for anyone to use it without any technical knowledge in programming or other technological field. Its free version is very good, it allows you to work with the basic tools without any problem and I recommend it to take the first steps with the software. Its integration with zendesk products makes them impeccable but it is not the only application that it supports, there are also others like Slack and Facebook Messenger which I recommend to try it.

    Sergio H.

Great great great!

  • October 19, 2019
  • Review verified by G2

What do you like best about the product?
I like how the work of the whole team is easy and friendly
What do you dislike about the product?
I don't understand the integration with freshcaller
What problems is the product solving and how is that benefiting you?
Our clients like to contact via chat on the page or send emails, this makes our customer service more formal.

    Education Management

Was really good

  • October 18, 2019
  • Review verified by G2

What do you like best about the product?
It helps me contact to my clients quickly and sufficiently
What do you dislike about the product?
That the client need to say yes to push notifications i lose a fef client there that does not understand its just to let them receive response from me
What problems is the product solving and how is that benefiting you?
I get in contact with my client in record times
Recommendations to others considering the product:
Go ahead use it

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