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Delightful and User Friendly
What do you like best about the product?
The thing I most like in Freshchat is the "Chatbot" feature which lets you capture the customer information without even putting in an effort. The other thing I like the most is the customer support given by the Freshchat team at every step may it be a demo or queries, the Freshchat team has always been up to the mark.
What do you dislike about the product?
My whole experience with Freshchat has been great. So, as of know nothing!
What problems is the product solving and how is that benefiting you?
I am trying to engage more customers, by solving their queries and making use of the targeted pop out campaigns on the desired pages. Also, while doing so providing customer support by solving any queries that come this way.
Recommendations to others considering the product:
Go for it!
A software which can be easily implemented and modified according to your needs and wants. User-friendly software which lets you make campaigns and capture information without even putting an effort and helps in making targeted campaigns to reach out targeted prospects.
A software which can be easily implemented and modified according to your needs and wants. User-friendly software which lets you make campaigns and capture information without even putting an effort and helps in making targeted campaigns to reach out targeted prospects.
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Simple yet powerful
What do you like best about the product?
I really enjoy the fresh and clean UI. It just works.
What do you dislike about the product?
Only that I cannot login using oauth, therefore need a separate user/password for freshchat.
What problems is the product solving and how is that benefiting you?
Easy customer contact that helps a lot in Sales and Support.
Recommendations to others considering the product:
Give it a try :D
N/A
What do you like best about the product?
Simplicity and constant introduction of new features. I also like the ability to forward a reply to a users email if that user has not viewed the reply in a specific time period.
What do you dislike about the product?
Lack of important modern features like bots. I also dislike the fact that they removed the ability to schedule a future notification targeted to some users. This was very helpful when reminding users to upgrade to the latest app. I also dislike that the only users it captures are those who contact us and not all the users who have downloaded my app.
What problems is the product solving and how is that benefiting you?
Customer communication and issue resolution. Our users are better able to communicate with us on problems they are having and we are quickly able to respond to them.
Recommendations to others considering the product:
Retain some of the features that existed in hotline, like the ability to schedule future notifications. I also feel like you are developing for yourselves rather than asking customers what they need. I feel that 60% of the features on Freshchat are not applicable to my business yet I pay for them.
Freshchat review
What do you like best about the product?
Technically: The bot integration has been really smooth until now. it has definitely given us a lot of leads and being a premium product, even a single lead adds a lot of value to the sales process
Generally: The team has been very helpful with deploying everything
Generally: The team has been very helpful with deploying everything
What do you dislike about the product?
There have been times when random messages were sent out to users. But that's fine.
What problems is the product solving and how is that benefiting you?
Leads are captured more efficiently and there is a better response time to customer queries now
Recommendations to others considering the product:
Freshchat keeps customer conversation very which otherwise can be very complicated for a young company.
Easy to use
What do you like best about the product?
Quite simple to understand and use. Highly recommended
What do you dislike about the product?
The free version doesn’t allow have dat form visitors like name or email.
Also you can’t control the aviable time
Also you can’t control the aviable time
What problems is the product solving and how is that benefiting you?
Quick contact for visitors
Fynd loves Freshchat
What do you like best about the product?
UX of the product is great and the systems are never down.
What do you dislike about the product?
We ran into a couple of issues with how the MAU is calculated for billing but the Freshchat team was very supportive in resolving the issue.
What problems is the product solving and how is that benefiting you?
We are trying to reduce the Avg. Time to Resolution since the beginning and provide live chat support from Freshchat has helped us in this.
Amazing features, Good support, fair Interface, Bad documentation
What do you like best about the product?
I love that Freshchat is embracing a broader chat solution. Instead of simply offering a window with which to exchange text, Freshchat provides a rich experience with linkable FAQs, images(including GIFs) and a decent array of integrations.
I really love the fact that Freshchat has the ability to integrate with my website, allowing logged in users to open a chat window and communicate using their identity from our site. This saves on repeat questions, avoids misinformation when users share accounts and supply their personal email instead of the credentials they're logged in with, and it helps us retrieve valuable information quickly.
The Events API allows our site to submit data to the chat tool so that when a user reaches out to us we can see their activity on the site and the Smartplugs feature allows us to query our own api for more information right from the chat interface.
The shared chat interface is great, it allows techs to shadow other users and help them answer questions, teaching the agent as well as helping customers.
FAQ support within the chat widget makes information available to the users right at the point of contact.
Ticket creation in Freshdesk allows sales folks to create IT tickets in seconds, losing no context and costing them no additional effort.
I really love the fact that Freshchat has the ability to integrate with my website, allowing logged in users to open a chat window and communicate using their identity from our site. This saves on repeat questions, avoids misinformation when users share accounts and supply their personal email instead of the credentials they're logged in with, and it helps us retrieve valuable information quickly.
The Events API allows our site to submit data to the chat tool so that when a user reaches out to us we can see their activity on the site and the Smartplugs feature allows us to query our own api for more information right from the chat interface.
The shared chat interface is great, it allows techs to shadow other users and help them answer questions, teaching the agent as well as helping customers.
FAQ support within the chat widget makes information available to the users right at the point of contact.
Ticket creation in Freshdesk allows sales folks to create IT tickets in seconds, losing no context and costing them no additional effort.
What do you dislike about the product?
First and foremost the developer documentation is a hot mess. There's only documentation for raw JS integration, which means anyone using a framework is guaranteed to experience headaches trying to wrap the necessary calls and get them to play nice with more complex arrangements. Instead of pasting a few JS scripts into the various pages on my site, I had to wrap it in a service and I'm still playing around trying to get it to handle the login correctly.
Second, because the documentation doesn't deal with frameworks and the like, crucial behaviors like the necessary steps for clearing a user, the purpose of certain components of the scripts provided and the classes needed to hide the widget on print are all missing or described minimally. As of the writing of this review, the entire developer documentation is a single long-scroll page with about 10 subheadings.
The robust features on offer require a significant time investment in order to perform dynamically as intended. Admittedly Freshchat is a young product, and the service is great about helping me work stuff out, but having to deduce what my code is doing is not ideal.
Notifications in the app are not loud enough and they're somewhat flaky. Agents don't get notified if they're on another virtual desktop/workspace, they don't always hear them when they're on another browser tab. These are probably simply quality of life improvements but they stress our agents when they cause customers to get dead air.
Second, because the documentation doesn't deal with frameworks and the like, crucial behaviors like the necessary steps for clearing a user, the purpose of certain components of the scripts provided and the classes needed to hide the widget on print are all missing or described minimally. As of the writing of this review, the entire developer documentation is a single long-scroll page with about 10 subheadings.
The robust features on offer require a significant time investment in order to perform dynamically as intended. Admittedly Freshchat is a young product, and the service is great about helping me work stuff out, but having to deduce what my code is doing is not ideal.
Notifications in the app are not loud enough and they're somewhat flaky. Agents don't get notified if they're on another virtual desktop/workspace, they don't always hear them when they're on another browser tab. These are probably simply quality of life improvements but they stress our agents when they cause customers to get dead air.
What problems is the product solving and how is that benefiting you?
Freshchat provides a rich interface for interacting with users and has the potential to let us reach out proactively.
Importantly for our original use case, Freshchat empowers us to gather client side information about our webapp without requiring us to coach out technically uninformed users through the process of extracting it themselves. We've already saved time by allowing techs to coach sales employees through an issue and the ability to simply convert chats to tickets saves us lots of time hashing out what the user said to the chat agent.
Channels promise to allow us to integrate multiple spheres of control, allowing specialization in our chat teams.
Importantly for our original use case, Freshchat empowers us to gather client side information about our webapp without requiring us to coach out technically uninformed users through the process of extracting it themselves. We've already saved time by allowing techs to coach sales employees through an issue and the ability to simply convert chats to tickets saves us lots of time hashing out what the user said to the chat agent.
Channels promise to allow us to integrate multiple spheres of control, allowing specialization in our chat teams.
Recommendations to others considering the product:
Look at the dev documentation, determine if you can do the necessary legwork yourself to integrate their simple tools with more complex sites.
Consider the paradigm you're stepping into, Intercom and Freshchat both use a "Messaging, not chat" approach that emphasizes the ability to initiate conversations, share conversations among agents, and track or interrogate user activity on your site in order to target them. As a support tool these features are excellent for helping users on a webapp, they may be nigh useless on a site selling a physical product, if their marketing goals don't serve you.
Finally, consider FreshDesk or FreshSales. A great amount of the value here is that FreshChat can link it's communications into the sibling products from Freshworks and create a picture of the user in multiple departments. If you're committed to other products for those niches, make sure the integration for those will be similarly robust.
Consider the paradigm you're stepping into, Intercom and Freshchat both use a "Messaging, not chat" approach that emphasizes the ability to initiate conversations, share conversations among agents, and track or interrogate user activity on your site in order to target them. As a support tool these features are excellent for helping users on a webapp, they may be nigh useless on a site selling a physical product, if their marketing goals don't serve you.
Finally, consider FreshDesk or FreshSales. A great amount of the value here is that FreshChat can link it's communications into the sibling products from Freshworks and create a picture of the user in multiple departments. If you're committed to other products for those niches, make sure the integration for those will be similarly robust.
Best way to Communicate to our users
What do you like best about the product?
How easy the admin portal is to use and integrate into our business
What do you dislike about the product?
Cant really say anything here as i haven't found anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
we have a new means of contact for our users, as well as providing a better service.
Recommendations to others considering the product:
If you want to improve the way you communicate with your customers/users then this is the way to go.
Gets the job done!
What do you like best about the product?
The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Their support is on point. Push Notifications work as expected. Analytics and autoresponders are useful.
What do you dislike about the product?
Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Would like to have a way to run campaigns for existing users. CSAT fails sometimes if an issue is reopened. Would appreciate if we could assign multiple labels to a conversation. It'd also be good if we could have a screen where user keys in their name/email id (optional/mandatory) before being able to start a conversation.
What problems is the product solving and how is that benefiting you?
This serves as our end-user customer support platform. This is useful as customers using our product often have troubleshooting/sales queries. Our support team engages with the customers and helps make the product better, and solve their issues.
Recommendations to others considering the product:
Go for it. The product is improving and the team actively listens to feedback, which is great.
The best way to sidestep bad reviews for your app
What do you like best about the product?
When you integrate Freshchat with your Android app, you can respond to your users in real time. Redirect bad reviews to the chat and resolve issues.
What do you dislike about the product?
The integration did not have the capability to support users from an app. But even that has been addressed in the newer releases.
What problems is the product solving and how is that benefiting you?
Sidestep potential negative reviews for our app. We have converted a few one star reviews to five stars.
Recommendations to others considering the product:
We are using the in-app chat part of Freshchat. The integration with Jira is awesome.
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