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Wonderful chat tool
What do you like best about the product?
I love how easy it is to use. We haven't had a chat for our customers before and we've had 0 problems getting started.
The FAQ is a wonderful addition to our supporttools that will help lower pressure on our helpdesk.
The monitoring pages are great. I can see up to date information of my team's performance whenever I want.
We're still experimenting with the canned messages and campaigns, but it looks very promising.
The FAQ is a wonderful addition to our supporttools that will help lower pressure on our helpdesk.
The monitoring pages are great. I can see up to date information of my team's performance whenever I want.
We're still experimenting with the canned messages and campaigns, but it looks very promising.
What do you dislike about the product?
I would like some more customization options for the FAQ and chat. Screen size, tags, more categories etc.
The bot could be better, but it seems new stuff is being released every month, so perhaps we'll see that in the near future.
The bot could be better, but it seems new stuff is being released every month, so perhaps we'll see that in the near future.
What problems is the product solving and how is that benefiting you?
With 4 people on support we're not a huge part of the company but we handle hundreds of tickets.
Freshchat (and Freshdesk) have replaced 3 other programs that were taking way too much of our time.
The FAQ and knowledgebase have consistenly lowered incoming calls.
Freshchat (and Freshdesk) have replaced 3 other programs that were taking way too much of our time.
The FAQ and knowledgebase have consistenly lowered incoming calls.
Recommendations to others considering the product:
Just try it. I'm pretty sure you won't be disappointed.
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Still getting used to it. Not real user friendly
What do you like best about the product?
The shortcuts that allow me to send full messages without typing them
What do you dislike about the product?
If I switch off of it and go to another tab, it doesn't let me know if a user has responded. I'll come back and see that the person has been waiting on me, Also, I'd like for the other tickets to close once they've left the chat. Sometime's it may look like there are 20 chats open when in reality, there are none.
What problems is the product solving and how is that benefiting you?
Customer support. Same thing we did with the other system we used. Im just a user and not the admin, so a lot of these questions, I just do not know the answer to. sorry
Strong chat features from a dedicated team
What do you like best about the product?
Chats are fully visible to other agents. Agents can view other chats and leave private or public messages. This makes it very easy to collaborate in the background, step in where needed or use chats as studies for the team. As a manager it's very useful for keeping an eye on chats that might have been missed by the agent.
What do you dislike about the product?
Asynchronous messaging is really cool, but still confuses some visitors. Despite careful tweaking of the offline messages, some visitors still explode because they think they are being ignored when all agents are asleep. I would like to see an option to make business hours more explicit.
What problems is the product solving and how is that benefiting you?
Freshchat is integrated nicely with Freshdesk. The primary problem that it solves for us is providing an instant communication method for customers who have urgent requests, while keeping their conversations synced with the main support desk so we never lose a topic.
Recommendations to others considering the product:
The Freshchat team are incredibly responsive with setup questions both at the start and ongoing. You can be sure that they will help you to reach your goal even if you're simply failing to find the settings that you need.
Freshchat is great for interacting with customers in real time and exchanging information with them.
What do you like best about the product?
Freshchat has a Simple interface and is easy to setup. Freshchat integrates well with Freshdesk to create tickets that contains the chat session information. Freshchat allows us to interact with our customers to resolve support issues and communicate training information. Freshchat allows us to send links to documents that the customer needs to reference from our knowledge base instantly.
What do you dislike about the product?
Some of the features are out of our price range. It would be nice to be able to add individual features to a basic subscription. A basic price with an a'la cart addition of the desired features would be great. I would like to be able to have agents set their availability inside the help desk screen so if they are working with a customer they will not be disturbed.
What problems is the product solving and how is that benefiting you?
We use Freshchat to work with customers to answer questions about setup and configuration of their system. Support agents can send a link to documentation for the customer to reference while helping them with specific issues they are having. Being able to interact with the customer in real time is much more efficient and resolves the customers faster than email reply's.
Recommendations to others considering the product:
Freshchat makes a great addition to your help desk allowing you to interact with your customers in real time.
Great Live Chat platform!
What do you like best about the product?
Compared to some of the bigger players like Intercom and Drift, I think FreshChat is doing *incredibly* well - both in their features and in their price point. Their service is way more accessible for my agency stuff and I've recommended it to all my clients who have also seen great results.
What do you dislike about the product?
Support services hours are off-and-on. I really have no idea when I can contact them, and the response times vary from instant response to a day or so, even on business days. It's not a bad response time, but it's just my thoughts. I would love to see some improvements to the bot as well.
What problems is the product solving and how is that benefiting you?
Having a better time helping clients turn prospects into customers by being able to answer questions on the spot, instead of waiting on getting an answer via email.
Great experience with Freshworks!
What do you like best about the product?
Holly and the team are fantastic to work with
What do you dislike about the product?
have not used it much yet. at this point no dislikes
What problems is the product solving and how is that benefiting you?
connects us to our customers. allows me to do reporting on our chats
very user friendly interfaca, a lot of nice features
What do you like best about the product?
FAQ+Knowlage base sinchronization with freshdesk
What do you dislike about the product?
dificult to implement prechat form, it should be managed directly from web settings
What problems is the product solving and how is that benefiting you?
fast support of our customers
Freshchat review
What do you like best about the product?
ease of use, a very responsive support team
What do you dislike about the product?
I can't think of anything at the moment.
What problems is the product solving and how is that benefiting you?
to be available and easily contacted by customers/would be customers. Freshchat with the mobile app allows me to be reachable whenever and I can communicate back to interested inquiries right from my phone and the transition between browser and mobile is seamless
The experience has been great
What do you like best about the product?
I like how we attract many leads with the auto pop up
What do you dislike about the product?
setting up process was a little difficult for us. Would be great if it could export a list of saved contacts and email lists to csv.
What problems is the product solving and how is that benefiting you?
lead generation, customer support
Recommendations to others considering the product:
make it easy to sync with CRM APIs such as ontraport
Concise tool with a reasonable price tag
What do you like best about the product?
Freshchat allows us to streamline communications with our users/customers with easy integration options to our app and Facebook!
What do you dislike about the product?
Facebook integration is not always reliable
What problems is the product solving and how is that benefiting you?
Communications between customer service and user
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