Freshchat

My main use case for FreshChat is automated response, and I use it for handling customers' complaints and customer requests.

A specific example of how I use FreshChat in my daily work is that it helps with automated questions and answers, and if it cannot be resolved, it moves to a human agent to handle. This has been helpful in addressing many simple complaints and requests on a daily basis, and it has reduced the staff strength needed for the role.

FreshChat's best features are the automated response and the assistance with handling customer requests through the integration of automation.

The automation integration makes it easier to respond to customers' complaints instead of requiring a human response, and it has reduced the staff strength needed.

FreshChat has positively impacted my organization because it has reduced the staff strength, which has reduced costs.

FreshChat can be improved with the automation because things can always get better. I believe there are better solutions out there, and FreshChat still has room for improvement.

I have been using FreshChat for four to five years.

I do not have specific numbers regarding cost reduction, but I can attest to the significant savings by noting that what two or three people would previously handle is now accomplished more efficiently.

FreshChat's AI capabilities are really reliable, and I am not worried about its security because I know it is well established. The accuracy and reliability of FreshChat's AI output are strong; it delivers perfectly based on what you input. My advice to others looking into using FreshChat is that it is a must use to reduce costs. I give FreshChat a rating of eight out of ten. What influenced my score of eight out of ten is that human effort is still needed because no matter how well it works, some questions are transferred to an agent to be handled by a human.

My main use case for FreshChat is customer and user support, and I typically use it for assistance.

I used FreshChat when a customer had an issue with a mobile application, such as a problem with the login.

I provide the appropriate response and troubleshoot steps, and if necessary, I coordinate with the technical team to resolve it.

FreshChat has had a positive impact on my organization, making customer communication more organized.

It gives us a centralized place to manage conversations, review previous interactions, and respond to customer issues more quickly. Since I started using it, I find it easier to maintain context across conversations and follow up on unresolved queries.

One measurable improvement is better response efficiency. FreshChat helps us respond to customer queries faster because the conversation history and context are available in one place. It also makes follow-ups easier and reduces the need for customers to repeat their issues, which improves the overall support expertise.

The features I find most useful in FreshChat are real-time chat, conversation history, and the ability to manage and follow up on customer queries. I especially appreciate having the full context of the conversation in one place because it helps me understand the issues. The ability to handle multiple conversations and keep track of unresolved issues is also very helpful in a consultancy environment.

Having conversation history makes my daily workflow much easier because I can quickly review previous interactions and understand the customer's issues without asking them to repeat the same information. When managing multiple chats, it helps me maintain the context, prioritize unresolved issues, and provide a more consistent and personalized response.

I would like to see better reporting and analysis features, such as more detailed insight into response time, customer satisfaction, and recurring issues. Additionally, conversation threads would help teams identify areas for improvement. Better automation and AI-assistant suggestions for handling common customer queries would also help make the workflow more efficient.

FreshChat could be improved by providing more advanced AI capabilities, better analytics, and smarter conversation management. For example, AI could automatically summarize conversations, suggest relevant responses, identify the priority of customer issues, and route complex queries to the right team. More detailed reporting on response time, resolution times, and customer satisfaction would also help measure and improve support performance.

One area I would like to see improvement in is integration and customizations. It would be useful to have more flexibility to integrate FreshChat with existing tools and workflows, along with a customizable dashboard and conversation views. This would make it easier to adapt FreshChat to different team requirements and improve productivity.

I would like to see better customization and integration with the entire existing tools. It would be helpful to have more flexible workflows, stronger analytics and reporting, along with improved AI features such as conversation summaries and response suggestions. This improvement would make FreshChat more efficient for day-to-day customer support and easier to adapt to different business requirements.

I have been using FreshChat for the last four years.

From my experience perspective, FreshChat is very stable. I have not found any downtime or reliability issues while using it for my requirements.

FreshChat has been scalable in my experience, and it has handled our day-to-day conversation volume effectively. I have not noticed performance issues as usage has increased, and the cloud-based nature of the platform also makes it suitable for supporting growth without requiring significant infrastructure changes from our side.

The customer support for FreshChat has been good in my experience. When issues or questions come up, the available support channels and documentation generally help us resolve them. I have not personally had to escalate any major issues, so I do not have much experience with the escalation process, but overall the support experience has been very positive.

I have not personally used another solution before FreshChat. FreshChat is the solution I have worked with for this use case, so I do not have enough experience with alternative products to make a direct comparison.

I have not personally seen a formal return on investment calculation for FreshChat at the organization level, so I cannot provide specific financial metrics. From an operational perspective, the value comes from faster customer response, better conversation management, reduced manual efforts, and improved follow-up.

At an organization level, I am not directly involved in the pricing, procurement, or licensing discussions for FreshChat, so I do not have visibility into the exact setup cost or licensing fees. From a user perspective, the implementation appears to be managed centrally by the organization, and I have not personally experienced any pricing-related issues.

The organization may have evaluated other customer support or chat solutions before selecting FreshChat. However, I am not directly involved in the procurement or evaluation process, so I do not know which specific products were considered. From my perspective as a user, FreshChat is the solution currently provided and used for our requirements.

I would rate FreshChat 9 out of 10 overall because it provides a good customer communication experience with useful conversation history, real-time chat, and efficient follow-up capabilities. There is still room for improvement in areas like AI-powered assistance, analytics reports, and customization.

I chose 9 out of 10 because FreshChat has been very useful for managing customer conversation efficiency. The conversation history, real-time communications, and easy follow-up capabilities make it easier to understand customer issues and provide support.

I think FreshChat's AI capabilities should have strong governance and security controls, especially around customer data. AI should only use authorized conversation data with clear access control, and it is important to have human oversight for sensitive or complex customer interactions so any suggestions can be reviewed before being used.

I think FreshChat's AI output is generally reliable for common and straightforward customer queries. However, like any AI system, it may occasionally provide an incomplete response, especially for complex or customer-specific issues. I prefer AI to assist with suggestions and summaries while keeping human review for important or sensitive interactions.

From an organization perspective, I believe FreshChat is typically deployed as a cloud-based SaaS solution rather than being hosted entirely on-premises. A public cloud or vendor-managed cloud deployment makes sense because it offers scalability, availability, and easier maintenance.

I would advise improving the response time of customer support, providing more productivity for technical issues, and offering clearer documentation and troubleshooting resources. My overall rating for FreshChat is 9 out of 10.

Communication is basically what we use FreshChat for.

When I say the ease of setting up the environment for FreshChat, I can tell you that we converted our FAQ into a chatbot, and then it makes our customers able to access resources that matter to them instead of having to call us and send lengthy emails. So when they log in, the chatbot responds based on our FAQ, and they get serviced on the spot.

FreshChat has positively impacted my organization because we have a lot of customers that require answers and information. Setting up FreshChat on our mobile app and our website made it easier for our customers to use; they are able to access the information they need right at their fingertips.

I can share specific outcomes or metrics. Before, we had logs of calls and emails to attend to, but from the time we started using FreshChat, the calls reduced. People calling to find out information reduced, and then that lessened the burden on the entire team. Implementing FreshChat on the app and also on the website has reduced our call log by more than 30% and also the turnaround for the team by more than 70%.

Regarding FreshChat's AI capabilities, I think if it is more local, if it is more direct to implementation, that will be helpful.

Regarding FreshChat's AI capabilities, in terms of accuracy and reliability of output, I used our local FAQ, and then I'm able to govern the responses based on what we set it on, so for me, it worked perfectly as we intended it to work.

FreshChat is deployed in my organization on-premises.

I have seen a return on investment in terms of time saved. We have a lot of customers that require information, and they want information impromptu, but with FreshChat, we just tell them to chat the robot, and then the chatbot responds to them with the information they need. Time is essential to us, and that is what we get while using FreshChat.

FreshChat serves as our primary platform for contacting and engaging with our clients, making it crucial for customer engagement. We use it to speak with our clients, receive their concerns, and offer feedback in areas where they may need assistance through various channels and platforms supported by FreshChat.

A specific example of how we used FreshChat to engage with clients is when, as a software engineer, we offer services that require clarification. When developing a platform or software for a client, questions are bound to arise and those questions are channeled to our organization. We engage with the client, offer our support, and provide the necessary responses using FreshChat to receive queries and engage with the client in a timely manner.

Another way we use FreshChat is during the onboarding of customers, where we gather their profiles and onboard them into our system. This allows new customers to use the live chat mode, so we utilize FreshChat to capture their unique details and preferences for better engagement when they have responses or queries.

FreshChat offers a number of features, one of which is that it is an AI-powered platform equipped with a chatbot known as Freddy AI. This chatbot facilitates automation, ensuring that customer engagement is available 24/7. Additionally, it has a simple user interface, making it easy for employees to learn and use the platform effectively. FreshChat's integration feature is also commendable, allowing excellent integration with existing platforms, such as CRM and other sales systems that handle customer data, resulting in a simple and straightforward customer engagement process.

FreshChat provides the ability to engage and converse with clients through various channels. We are not restricted to phone or email; we can open multiple channels and thus receive queries from clients in a broad manner, helping us grow our portfolio and build a diverse customer base.

FreshChat has positively impacted our organization by simplifying how we offer customer support services. We now have multiple ways of communication, opening traffic for queries through various channels. FreshChat's engagement rate and response rate have accelerated; previously, we relied on email, which delayed responses if inquiries went unnoticed. Our clients are happier, and we are satisfied with providing reliable service.

FreshChat can be improved in its availability on the internet. As a cloud-powered platform with automation and AI capabilities, it requires reliable internet 24/7 to support proper usage. Smaller organizations, especially those building their customer base, may find it less suitable, as FreshChat may seem like a waste of time without sufficient clientele actively engaging.

FreshChat could improve the time taken for employees to adjust and learn the platform, as not all employees pick up the pace at the same speed, which can delay usage. Forming a user community would facilitate quicker adjustments, enhancing the overall experience with FreshChat.

I find Freddy AI chatbot to stand out the most among FreshChat's features because it helps during times when our customer service agents are overwhelmed by the volume of messages and queries. With FreshChat, we are able to achieve omnichannel engagement as messages flow from social media platforms, live chat, and emails. When our human agents are busy, the AI chatbot takes over, sifting through and answering simple queries to enhance our customer engagement.

Concerning FreshChat's AI capabilities, I have not encountered any security problems; everything we provide to FreshChat remains secure, and it has never been breached. It is a governable and secure platform to use. I find FreshChat's AI capabilities to be reliable and accurate, especially with its chatbots enhancing the quality of interactions, making it dependable for use.

We have noticed specific outcomes and can discuss customer satisfaction scores as we execute surveys to gauge client responses regarding our services. From these surveys, most of our clients express satisfaction because they can reach us easily, leading to improved scores, which we are happy to see. I would rate this product a seven out of ten.

A quick specific example of how I use FreshChat for customer chat and messaging is that the AI chatbot can answer common product questions from customers, surface our support guide articles, and route conversations.

Something unique to my organization regarding my main use case is being able to route and triage customers differently based on the segment that they're in or the tier of service.

Conversation tags and routing by customer segment for my team allow the AI to answer a majority of the questions for the scaled team, so the CSMs don't need to get involved in more technical questions or questions that should be handled by either the support team or by AI. For our larger customers, depending on the type of question, if it's more tactical or more strategic, it can get routed to the support team or to the CSM more efficiently.

FreshChat has positively impacted my organization by decreasing the amount of emails that the CSM has to get involved in because the AI is able to either answer or triage more effectively.

I have seen a specific reduction in the amount of emails that CSMs need to get involved in, which is helpful for time and cost savings.

While I don't necessarily have specific metrics, I see a significant decrease in the amount of emails that CSMs need to be looped into, which is very helpful for time savings and cost savings.

It could be better about flagging customer health or risk for upcoming renewals.

Regarding FreshChat's AI capabilities, it seems to be secure; it's solid, but maybe not as advanced as Intercom.

In terms of accuracy and reliability of output, FreshChat is mostly correct but needs to be trained on certain activities, especially those that are unique to organizations.

I have noticed that FreshChat could be improved as it doesn't support customer health scores, renewals, QBRs, product adoption, or other types of customer success functionality.

Freshchat serves as the central live messaging platform for our customer support department. We use it to communicate directly with users, handle inbound inquiries, and resolve questions in real time across our website and mobile applications.

On a daily basis, our support agents rely on Freshchat as their main workspace. The daily workflow includes automated queue routing via IntelliAssign, rapid responses using canned shortcuts, internal team notes for escalations, and viewing real-time customer metadata right alongside the chat thread.

Freshchat has significantly reduced our response times and improved CSAT. Because agents can handle 3 to 4 conversations simultaneously using canned replies and instant user context, we boosted our overall support capacity by roughly 50% without needing to add extra headcount

Canned replies and contextual customer insights are the two most valuable features for us. Having user account data right in the side panel eliminates repetitive questions, while shortcuts help agents clear queues significantly faster.

While the core web app is rock-solid, the mobile app (iOS/Android) could use some attention. Support agents occasionally experience slight notification sync delays when monitoring chats on mobile away from their desks.

About 1 year.

FreshChat is very stable.

Stability: Very stable (10/10). No major outages or disruption to daily operations.

Scalability: Excellent. It functions as a true enterprise-grade platform that effortlessly scales as interaction volume grows.

10/10. Freshworks' support team is responsive and resolves ticket issues quickly.

Setup & Pricing: Great experience. Simple deployment via JS snippet/SDK, straightforward seat licensing, and zero hardware overhead.

ROI: We achieved a clear, positive return on investment within the very first month of full deployment due to immediate handle-time reductions.

We saw a clear positive return on investment within the first month itself of full implementation.

Pricing is straightforward with predictable per-agent seat licensing and seamless AWS Marketplace billing. Setup was quick and low-cost since we deployed via JS snippet/SDK without needing external consultants.

10/10.

My main advice is to approach Freshchat as an asynchronous messaging tool rather than old-school, rigid live chat. Don't treat conversations like phone calls where customers have to stay locked to a browser tab waiting for a reply—let them message and walk away if needed.

FreshChat serves as our communication software for engaging with end-users and customers as a conversation engagement solution across multiple channels including web chat, email, phone, and social platforms such as WhatsApp. Everything is managed centrally through FreshChat, functioning as a centralized repository.

Our customers contact us via different channels including emails, phones, web chat, and social channels such as WhatsApp. All customer interactions are managed centrally through FreshChat, enabling our team to engage with customers while saving significant time. FreshChat provides a comprehensive view of each customer's conversation history and relevant information, making it easier for our agents to communicate with them and enabling them to provide a personalized experience.

The screen sharing feature and the native AI-powered chatbots that can be built with no-code using FreshChat are two great features.

With the ability to screen share, we can take control of the customer's screen when we are assisting them. If they are on their mobile device or system and experiencing trouble with our product, we can quickly ask them to share their screen so that we can take control and address the problem. This way, customers do not have to do anything themselves and feel more comfortable knowing that their problem is solved, and we gain a lot of trust from the customers. Using this specific feature alone, we have been able to increase our adoption by 30%.

With the introduction of FreshChat, we have seen a reduction in overall time for our work, and our entire workflow has become much more efficient because it is a centralized platform that enables us to serve customers across different channels via FreshChat itself. We have seen an increase of approximately 20% in our overall efficiency after the introduction of FreshChat.

The 20% efficiency increase is a combination of response time and the number of cases handled. Earlier, before FreshChat, we were not able to handle many cases simultaneously because everything was on different platforms. Previously, if we were able to handle only three to four conversations per day, now we are able to double that and handle eight to ten conversations per day. We are also able to give customers a quicker response time.

FreshChat's mobile application is not very good and needs some work. Apart from that, there are no issues with FreshChat, as everything else is great, including the customer support and the UI.

Notifications are not being received, and everything is cluttered in the mobile application. These areas can be improved.

FreshChat has been used for 15 months.

Everything is great with FreshChat, and I hope it continues.

For those handling a lot of customers who want to satisfy them equally, I would definitely recommend investing in a solution such as FreshChat because it gives a holistic view of customer data and enables the delivery of a personalized experience, which is what all customers require in today's business environment. This review receives a rating of 9.