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User friendly -- Love the intro bots option
492 FreshChat Reviews
Overall Review Sentiment for FreshChat
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Simple user interface
Whatsapp connectivity
Can onboard teams can create different divisions in it
Chat Assigning feature Review collected by and hosted on G2.com.
Limited access in WhatsApp chats
Bots are not very useful
notifications can be a problem sometimes Review collected by and hosted on G2.com.
i like many tings first the Canned Responses it's great and u can add as much u can also i can see that chat i resolved and was assigned to me or one of the agents by selecting custom veiw i also love that u can send something to more then one Conversation by selecting it Review collected by and hosted on G2.com.
not counting in seconds within the chat Review collected by and hosted on G2.com.
The best part about Freshchat is the many options you have to create specific chat flows in your chat box. You can view the screen of the user you are helping, the customer service is also extremely helpful too, they are willing to walk through anything you need their help with. Just overall the design layout of Freshchat is very welcoming and easy to use, I do not feel intimidated navigating the admin panels etc. Review collected by and hosted on G2.com.
I haven't run into anything I dislike about Freshchat, it's been useful, when I have questions, I just ask support and they quickly respond to me. Review collected by and hosted on G2.com.
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.
Integration between FreshDesk and FreshChat has been very helpful for our team! It has been easy to learn, and it's been a fun experience for us to use as well. Review collected by and hosted on G2.com.
How automatic the responses are. I've found when going between multiple chats, I'll send a reply to one that i meant to send to someone else.
Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!! Review collected by and hosted on G2.com.
It's very easy to use. We have never used Freshchat before so for a first-timer, I would say this is very user-friendly. You don't need the guidance of an expert. You can easily access the tool and make some changes. Their customer service agents are very helpful, friendly and knowledgable as well. They always make sure that you get all the assistance you need before ending the chat. Review collected by and hosted on G2.com.
You can't delete the chat conversations. You can resolve them but they stay in one folder. It would be best if there is an option to delete the conversations. Review collected by and hosted on G2.com.
