FreshChat Reviews & Product Details - Page 2

Using Freshchat am able to solve the customer's queries and concerns highlighted through the app or website and provide real-time solutions so that there no hassles. Review collected by and hosted on G2.com.

The main issue with the Freshchat is loading issues and sometime new chat will not be shown in assigned and old chats will disappear Review collected by and hosted on G2.com.

Easy to integrate to internal platforms, reporting is good. Used quite a lot by our clients and is a good tool to have within the support desk. Review collected by and hosted on G2.com.

Does not have an option to edit message sent, this is a must in chat platforms.

Chat bot is not great (freddy) does not really understand and setting up freddy can take time. Review collected by and hosted on G2.com.

FreshChat helped us to integrate with WhatsApp in a very easy way, allowing us to build bots and improve our customers experience. Review collected by and hosted on G2.com.

Some features that seems to be basic are only supported on higher plans. Review collected by and hosted on G2.com.

Freshchat is user friendly and convenient to use. Review collected by and hosted on G2.com.

Soon once the chat gets closed or resolved, automatically a ticket should get created, but here it is manual. Review collected by and hosted on G2.com.

I’ve been using the Freshworks Customer Service Suite for more than 4 years, and it’s been very useful. The features like ticket management, live chat, and automation have really improved our customer support. Review collected by and hosted on G2.com.

One small area for improvement could be the customization options for reports. Overall, it’s a great tool, and I’d definitely recommend it to others looking for a reliable customer service solution. Review collected by and hosted on G2.com.

The ease of implementing Automations with customization is really helpful. it is self explanatory to a level that my agents write automation for any impromtu situations Review collected by and hosted on G2.com.

The chatbot could be a bit more dynamic, in terms of taking the query from users Review collected by and hosted on G2.com.

I like how it has all the coversations saved. Review collected by and hosted on G2.com.

The chat feature does not beep or anything when it comes through. Also we are not able to send customers a email of the chat. Review collected by and hosted on G2.com.

We can resolve all of our client queries Review collected by and hosted on G2.com.

Creating a custom report is a little tricky Review collected by and hosted on G2.com.

Freshchat service is available on the mobile app + its UI interface is nice. Very little / no downtime Review collected by and hosted on G2.com.

Sometimes, the chat assigned or new chat-generated notification does not get triggered. I am not sure if its my browser challenge or specific to the app Review collected by and hosted on G2.com.

Freshchat is our daily use CRM which we started using 4 months ago along with Freshdesk.

It is an inexpensive CRM that can be used for a variety of things such as handling chats, emails, calls, and even social media.

It's also very good when it comes to creating filters, you can filter by the agent, specific inquiries, specific channels, specific status, and specific groups (different departments) it also has a very unique feature: Freddy AI!

The use of AI is very unique to any other CRM we used in the past, Freddy can summarize a chat or an email and also can craft an email in response to the customer's email while utilizing our database where it is being fed information regarding our work. It can also transcript a call which is useful sometimes. It can rephrase a text, enhance its tone, and expand the text also which is something I like very much!

You can integrate pages from your website into Freschat and it will turn it into a 'canned response' which is great as it can be used to answer some of the people FAQ's. Review collected by and hosted on G2.com.

Unfortunately, since it is a new CRM recently developed by Freshworks, it comes with many bugs such as emails that the customer sends may come appear as a different person entirely, and it's a hassle to find the actual sender of the email.

We find it hard to merge a customer with 2 different accounts and it may bug out.

The support dashboard is very inaccurate and does not always display the right values.

There is no way to find out how many surveys an agent receives, there is no dashboard for it and you can only find out by actual ticket.

Canned responses are bugged when you search for a canned response you have a chance to not find it all and have to search again!

TLDR too many bugs that need ironing out Review collected by and hosted on G2.com.