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User friendly -- Love the intro bots option
492 FreshChat Reviews
Overall Review Sentiment for FreshChat
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The integrated suite of Freshchat under the Freshworks ecosystem makes things super simple for businesses to manage customer queries. It helps in providing a great customer experience. I also like the option of integrating Facebook, Whatsapp messages directly to Freshchat so that our agents don't have to look at multiple platforms to reply to the queries. Review collected by and hosted on G2.com.
The bots are very expensive - Ideally, they should provide an options-based conversation for free, considering the different platforms available in the market. Review collected by and hosted on G2.com.
One of the best software I have never used it before and also it work very perfect and amazing I think it shud be for all Review collected by and hosted on G2.com.
Many updates of fc so please stop it that henece Review collected by and hosted on G2.com.
Tracking all agents and numbers, track all breaks for all agents and you can extract all reports from fresh coat to describe the number of AHT and how many chat he resolves Review collected by and hosted on G2.com.
something get wrong when you extract any report you need to refresh again to extract it, could be better if we can extract any file immediately without refreshing the tab of fresh chat Review collected by and hosted on G2.com.
WhatsApp Integration was an important milestone for our support routines development, and we manage conversations easily, so our new members can help users quickly. Review collected by and hosted on G2.com.
FAQ management needs to be improved.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools. Review collected by and hosted on G2.com.
The Freshdesk Messaging is very easy to learn and use, the design is very simple yet it is also complex. The tools that we're using are both Freshdesk and Freshchat. Working in this industry I've had many experiences using the different messaging systems and Freshchat is my most liked so far. There's no training needed to use this software, it's pretty much straightforward. Review collected by and hosted on G2.com.
I guess the least likable in Freshdesk is the reporting statistics. It could've been better if there are other data available like Statistics for the whole team and not just for individual agents. Also, it's better if the system does not automatically count the chats that were "resolved/create a ticket" without us sending a message as resolved chat for each individual agent. Review collected by and hosted on G2.com.
Embedding the FAQs into the welcome page reduces inquiry volume. Canned responses provide better first and average response time. You can see which page of your website does customer on while he or she messages you. Review collected by and hosted on G2.com.
Freddy artificial intelligence bot is very difficult to understand. Before it, the regular bot was too easy to build and use. However, Freddy requires more coding. Review collected by and hosted on G2.com.
I like Freshdesk for ticketing, it really gives all the information you need and very straightforward for Canned responses as well as Freshchat very easy to reply with the customer Review collected by and hosted on G2.com.
The only thing that I dislike is their priority type because it is not consistently following the SLA we set for ticket prioritization as well as the data report, it does not provide us the accurate info Review collected by and hosted on G2.com.
