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Impressive UI for excellent customer support
What do you like best about the product?
The UI is very impressive, not only for the end-user but also for the agent panel.
What do you dislike about the product?
Bot feature is not very capable yet (I think it is in their pipeline)
What problems is the product solving and how is that benefiting you?
Prior to using Freshchat, we were using Intercom for our website chat. With Freshchat, we realised that adding FAQs was super-easy and it was also intuitive for the end user to navigate through the FAQs. The integration with the mobile apps was easy and we managed to integrate Freshchat across all platforms. Customers are loving the chat feature.
Recommendations to others considering the product:
If you are looking for an easy to setup website/app chat feature, Freshchat is a right bet. As their development team is very proactive, they'd be adding a lot of revolutionary features such as powerful and intelligent bot.
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Bringing Customer Service chat to the next level
What do you like best about the product?
The fact that Freshchat is not a classic chat where you need to be online to attend to your customers. We work with a team of volunteers and even when there is no one available, the bot gathers the information and data from the customer and we can attend to the customer as soon as when there is someone available. This way we never lose interest from the customer.
What do you dislike about the product?
If we synch Freshchat with our Freshdesk the chats are moved into Freshdesk tickets. Unfortunately we cannot reply from within Freshdesk. When we are not online and when a Freshdesk ticket is created it would be a great possibility to continue the conversation within Freshdesk to follow up and provide our customers with the requested quotation for example. If the chat gets to a quotation we now manually need to create a lead in Freshdesk.
What problems is the product solving and how is that benefiting you?
We mainly answer the "quick questions" but from time to time customers also request a quotation after having a chat with one of our agents.
Recommendations to others considering the product:
If you never want to lose customers again Freshchat is worth trying. Don't consider it to be a a classic chat service, it will allow you to always get back to your customer even if the customer already left your website! You just need your bot to gather the information such as e-mail, name and phone and when you reply to the questions the customer will receive a notification on the email bringing him back to his initiated chat.
Freshchat
What do you like best about the product?
iOS app, WordPress plugin, built-in FAQs
What do you dislike about the product?
Chat sessions don't turn into solved knowledge base pages
What problems is the product solving and how is that benefiting you?
Responding to long-distance customer onboarding
Recommendations to others considering the product:
test out live for a month if you can. ask co-workers to check-in and test drive.
Quick tool for costumer questions
What do you like best about the product?
That we don´t sign in or out from the chat that we had before. The campaigns works good
What do you dislike about the product?
It´s a new software so functions are rolling out more and more. I would like to have a better BOT that can use the FAQ to answer costumers before an agent steps in.
What problems is the product solving and how is that benefiting you?
Quick questions from costumers that we can answers.
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