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Easy way yo connect with your customers
What do you like best about the product?
Implementing the plugin was so quick, within one day we were able to set up our chat support team. The basic plan itself have many features for a small organisation. We use fresh desk also to track customer tickets the integration with fresh desk helps us to manage our entire support operations efficiently and able to generate all require reports regarding support operations in a flash. Saves so much of time, also leaving many customer satisfied with prompt support.
What do you dislike about the product?
At times, the desktop notification fails to popup; Not sure if it's a bug or something. due to this the agents do miss some pings at times. We need to take it to the customer support. but it's not a trivial problem in managing the support workload.
What problems is the product solving and how is that benefiting you?
Better visibility on how much support calls comes to team, reporting of the same to management was easy and clear. Billing for customer support became easy for us.
Recommendations to others considering the product:
It will be very good to give integrations with data visualisation tools like tableau. this will help analysts like me to prepare the dashboards in required manner in the already existing company reporting ecosystem.
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Freshchat - A fun option
What do you like best about the product?
I like how dynamic, fun and effective it is. I can have enable a bit for automatic responses and save time if the agents are attending more than one customer.
What do you dislike about the product?
I would like to be able to have multiple SLA.
What problems is the product solving and how is that benefiting you?
We have a helpdesk, the Freshchat helps the customer avoid opening unnecessary tickets.
Recommendations to others considering the product:
To map out the priorities of their business.
Affordable chat solution and easy to implement
What do you like best about the product?
I like it that I can integrate it with WordPress fast and easy and if I have questions they reply really fast.
What do you dislike about the product?
I don't like the fact that I can't send transcripts to other services like helpscout (Need to use freshdesk to send that to HS which is my main ticket support solution)
What problems is the product solving and how is that benefiting you?
I use it for my own business to responde questions quickly, and implemented it in a way that I can offer "VIP channels" for paid customers.
Recommendations to others considering the product:
Read their docs.
Works great for a reasonable price
What do you like best about the product?
Works smoothly and was very is easy to install the html in to our website. Freshchat also has a mobile app so i can address questions when away from my computer or over the weekend
What do you dislike about the product?
It is a bit difficult to find old customer conversations, though they are all available, the search function doesn't always work properly (I am sure it'll be addressed soon.)
What problems is the product solving and how is that benefiting you?
It is much easier to address customers quick questions which reduces the back and forth of e-mails
Recommendations to others considering the product:
N/A
Great way to connect with customers
What do you like best about the product?
Freshchat enables me to instantly connect with my customers, quickly and easily, like I was the sales person in a store. I can see what the customer is looking at on my website and respond instantly. The customer seems to gain more trust by this instant connection and I have found I can turn most connections into sales.
What do you dislike about the product?
I have not found anything on Freshchat that I am unhappy with.
What problems is the product solving and how is that benefiting you?
Freshchat solves the problem of the 'half-decided' customer, the customer that cannot be bothered to actually write to you or phone you directly. The initial prompt enables them to make a comment or ask a question without them feeling you are being intrusive. I have found that many conversations with my customers are quite long and the customer proceeds to make a purchase.
Recommendations to others considering the product:
Be sure to set up some good triggered campaigns as most customer reaction comes from these.
Exactly what I needed
What do you like best about the product?
I can send all my chats to my Freshdesk.
What do you dislike about the product?
Unable to rename those who begin chats easily.
What problems is the product solving and how is that benefiting you?
I wanted to gain some experience with live chat. I looked at several providers but it only made sense that I chose Freshdesk as it integrates with my Freshdesk account to track help tickets.
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.
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
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