Top Rated FreshChat Alternatives
A very promising and very reliable chat tool I used. This chat tool was my first chat tool used when I was exposed to the support role in one of my previous organizations in the initial days of my career. I have worked with this tool for a quite long duration and in different roles starting from the support role to the supervisory role. With that, I could explore the tool and its features quite well. From the ease of chatting with the customers in the inbound queue, assigning to the different teams according to the inbound queries, and few other things I got to work on with the initial job role. Later, when I took up the other roles I worked on the report bit of the Freshchat and it was quite easy to get stats on various measuring parameters like the Response time, First response time, Customer Satisfaction Scores, and Resolution time. Freshchat also auto-generates a few other statistics like the chat flow throughout the day against the time and it is customizable with factors like the post-conversation tagging, Region the chat is from, team performance, etc. And later with another role, I worked on a few automation like auto-assignment, Auto responses, etc. There were few hiccups while working with automation and I will address that in the other part of the feedback. But we could get support from the Freshchat team when required. Review collected by and hosted on G2.com.
While I was working with the automation there were few hiccups when we worked on auto-assignment and auto-close of the chats when the queries were answered by the bot. And when the bot couldn't answer the queries there was a problem - The chat used to reach a junk folder. Nonetheless, we could gradually troubleshoot along with the Freshchat support team and by making few other changes to the assignment and closing process. Review collected by and hosted on G2.com.
Video Reviews
User friendly -- Love the intro bots option
491 out of 492 Total Reviews for FreshChat
Overall Review Sentiment for FreshChat
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Freshchat has been a game-changer for us at Kalki Fashion, providing an easy-to-use platform that integrates perfectly with our website. The chatbot automation has significantly improved our customer service efficiency. The ease of use, combined with its rich features like detailed reporting and analytics, has made tracking our customer support performance simple. Additionally, their customer support team is responsive and proactive, ensuring issues are resolved swiftly. Review collected by and hosted on G2.com.
The platform is robust, but there's always room for improvement. Occasionally, navigating through some of the more advanced features can be tricky without proper guidance. An enhanced knowledge base or more intuitive user tutorials for complex features would be a helpful addition.
Also, I had a very bad experience with their management regarding the refund last year. Review collected by and hosted on G2.com.
I appreciate the ability to create topics in multiple languages, allowing us to personalize chat conversations based on our clients' needs. A great feature our team uses daily is the chatbot, which collects essential customer data and connects them to our agents with all the necessary information. This significantly reduces the time it takes for agents to assist customers. Review collected by and hosted on G2.com.
I needed some time to get used to the analytics in FreshChat. I believe this is an area that could be improved – I would appreciate more interactive reports and easier options for exporting data. Review collected by and hosted on G2.com.
Intelliassign per agent group assigning agents automatically is nice.
So is the "create ticket" to either fresh desk or fresh service feature.
Freshbot feature to customize customer support.
Knowledge base importation was a life safer. Review collected by and hosted on G2.com.
"Comercial Time" overrides the "Offline Experience" text, making it so that offline experiences text wont show after the comercial time set.
Freshbot sometimes is limiting and has a couple bugs. Example being a ticket I opened in which it was explained to trigger a logic flow on web widget, id first need a message send from the customer, whereas on the WhatsApp version, i can load up a logic as soon as the bot is triggered. Though the recent custom javascript adicion is a good step. Review collected by and hosted on G2.com.
I can merge all the platforms at a place example fb, instagram, whatsapp etc and assist the customer on the same, even create automation for bot to reply, integration is pretty easy, and it is easy to undertstand and implement, customer support is excellent, we use it on daily basis 24x7 Review collected by and hosted on G2.com.
Unhappy customer giving multiple Dsats, which needs to address and even we cannot exclude them from giving surveys Review collected by and hosted on G2.com.
I really appreciate the Freshchat customer support. They're always available when needed and provide instant assistance. I also enjoy the upgraded version of Freshchat with additional features that make it much easier to access statistics. Review collected by and hosted on G2.com.
There's no particular issue I dislike about Freshchat, but I would suggest improving the notification system. It would be beneficial if we could improve the home page of the chat interface, as it could use an upgrade to better meet current needs.
We're also looking forward to the addition of some advanced features soon. Review collected by and hosted on G2.com.
I get an opportunity to also ask or continue with a discussion with our customer(reporters) and have a clear undersanding of what is expected from our organisation. You also can choose to be online or offline while working out conversations. Review collected by and hosted on G2.com.
I would have preferred freshchat to pick up a spam number and give out one conversation and not many chats or creating multiple tickets for the same contact details. Review collected by and hosted on G2.com.
It's free to try and can be integrated with your webpage. A lot of automation can be added, let it be an initial response, collecting details when the agent is not available, bot suggestions, resolving and creating or merging with an existing one, etc Review collected by and hosted on G2.com.
Auto naming of users when they do not share their details. It doesn't seem professional. In-built integration with Whatsapp should be provided in the free version too. Review collected by and hosted on G2.com.
Freshchat is used in many organizations where I have worked, and it is a really efficient way to use the feature because it is convenient, simple to use, and highly helpful. Review collected by and hosted on G2.com.
Such problems don't exist in my opinion, and it really does reduce the amount of effort. In that situation, the Intelliassign is the best alternative because it is the best option in terms of work, as I will discuss below. Review collected by and hosted on G2.com.
Freshchat offers a seamless and intuitive chat experience for businesses. Its user-friendly interface, automated responses, and robust customization options make it a valuable tool for customer engagement. The platform's real-time analytics provide valuable insights, empowering businesses to enhance customer support. However, occasional glitches in the system may disrupt the flow. Overall, Freshchat is a reliable choice for companies seeking efficient communication solutions. Review collected by and hosted on G2.com.
Freshchat, like any software, has its imperfections. Users may encounter occasional glitches or technical issues that disrupt the smooth flow of communication. Review collected by and hosted on G2.com.
Easy while conversation, enhance customer support as it helps to reply and solve the customer query quickly, easily we can monitor user performance. Review collected by and hosted on G2.com.
I don't have any dislike as fas I have used, I get resports and all easily so no dislike, but yes the view of dashboard can be simplified a little bit Review collected by and hosted on G2.com.
