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Has potential, but still a ways to go. Updated as they've acted on feedback to improve.
What do you like best about the product?
It does offer a decent experience on the customer side (as far as interface). If you are using it in the specific way that Freshworks intends for it to be used (in other words, using the specific workflow they want, I assume something like the workflow they use internally) then it probably works fine.
What do you dislike about the product?
I spent most of my first week talking to their support team trying to find options, trying to fix bugs, and asking questions that weren't answered anywhere in the documentation (such as it is). Most of the replies were 'we don't support that' or 'sorry, you should actually follow this workflow instead'. Why remove simple options that were available in the old version? A new version should be more customizable, especially when they redesigned it to be a fuller experience (I thought), it shouldn't be less customizable and restrictive. And of the 4-5 requests I've made for features to be adjusted, I've only 1 time heard 'I'll pass that on to our team'. Every other request? I was told we should change our processes and workflows to match Freshchat's intended flow. The Freshdesk integration is weak, and if you choose to send chats to tickets then your ticket reporting will be messed up.
What problems is the product solving and how is that benefiting you?
We were looking for a live chat tool. This has solved that business problem to an extent.
Recommendations to others considering the product:
Mixed feelings. It is currently a frusrating tool with a lot of limitations for us. But they've acted on some of my feedback, and seem genuinely interested in improving, so that's a plus. Give it a try as it might fit exactly what your team is looking for, but at this point I would call it a rough tool that needs a lot of polishing.
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Freshchat cool tool
What do you like best about the product?
Features like emoticons, background, files transfers, reports and analytics
What do you dislike about the product?
Theres no way to disable it completely in non business hours
What problems is the product solving and how is that benefiting you?
Giving personalized support at any time
Recommendations to others considering the product:
Setup your bot correctly or you will have some issues
Easy to setup Live Chat in Mobile
What do you like best about the product?
Have been using this service for more than 2 years now, and its easy to set up and efficient to use. Works like promised.
What do you dislike about the product?
Mobile support for Agents is missing and which is fairly important today.
What problems is the product solving and how is that benefiting you?
Live Customer Chat on our Android Application predominantly for customer support.
feshchat is awesome
What do you like best about the product?
simplicity is very nice, the app for android is so good.
What do you dislike about the product?
nothing, I dont dislike nothing, for me its a good tool for my website
What problems is the product solving and how is that benefiting you?
the problems resolved are: help customers to access to my services, email set up, hosting set up, and many others
Recommendations to others considering the product:
I think freshchat app on android, is so cool, but sometimes I see its so slow, please review the app
Great chat service
What do you like best about the product?
The fact that is connected to Freshdesk, and that I can create tickets right from there.
The chat channels are also very innovative. They can really make the process of working on a team easier and make it less confusing and frustrating.
The chat channels are also very innovative. They can really make the process of working on a team easier and make it less confusing and frustrating.
What do you dislike about the product?
The profile pictures are stretched when uploaded.
What problems is the product solving and how is that benefiting you?
Freshchat allows me to be more offensive, and more close to the customers than my competitors. Most furniture wholesale businesses do not provide live chat abilities.
Recommendations to others considering the product:
Give it a try, you won't regret
Fit for purpose tool
What do you like best about the product?
It generates inbound leads for my business. Helps address visitor queries then and there.
What do you dislike about the product?
None as such. Started using its features now. Haven't faced any issues yet.
What problems is the product solving and how is that benefiting you?
This tool helps convert visitors into leads. Have been able to chat through their mobile app even when am not in front of my laptop.
Recommendations to others considering the product:
Its a must have tool for all those who try to acquire customers through online channels. Very useful in converting visitors to qualified leads. This platform also acts as a support channel for your customers to report issues/ask queries. Strongly recommend.
Best live chat software in its segment
What do you like best about the product?
Ease of setup
Amazing support
Feature rich
Amazing support
Feature rich
What do you dislike about the product?
Message Delivery speed
No Ability to email chat
No Ability to email chat
What problems is the product solving and how is that benefiting you?
We primarily use freshchat for customer support, we have improved our turn around times significantly
Good medium to coordinate with customers
What do you like best about the product?
It is a simplest way to communicate with our customers over chat because people like chat rather than the calls, easy picking and having features like canned response makes it even better. Even you can see the user details and their properties. They help alot in identifying a particular user, their location and then provide them good support.
What do you dislike about the product?
As I'm using this feature from past 3 months i didn't find anything to dislike yet.
What problems is the product solving and how is that benefiting you?
We are providing support to our customers and retailers by using this feature
Recommendations to others considering the product:
It's a good way to provide support to our customer in simplest and easiest way.
Awesome experience
What do you like best about the product?
most convenient tool for supporting customers
What do you dislike about the product?
there is nothing I dislike about the product
What problems is the product solving and how is that benefiting you?
Freshchat saved our time by more than 50%
Recommendations to others considering the product:
friendly design - eye catching - easy to use - pleasure
Freshchat for Business
What do you like best about the product?
Convenient tool for customer communication and ensuring to maintain a high level of customer service.
What do you dislike about the product?
Certain integrations are a little complex to set up, but definitely possible after going through the guides provided by Freshchat.
What problems is the product solving and how is that benefiting you?
Using 1 platform for online communications with customers, and a platform where all our customer service reps are connected.
It is easy to set up and use within your business, and is an efficient way to communicate with customers.
It is easy to set up and use within your business, and is an efficient way to communicate with customers.
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