FreshChat Reviews & Product Details - Page 34

Freshchat is great! It's incredibly easy to use and allows us to run our chat windows from the mobile/web. The pop-up FAQ's are 10/10. Review collected by and hosted on G2.com.

I think the notifications could be a little better on the app. I always seem to miss it when somebody emails us. I think the chatbot could use a little work too. We're going to start using it later by adding more questions, but I still think it could use some work. Review collected by and hosted on G2.com.

Freshchat is very straightforward. The chat Ui is amazing and what I would call "sophisticated", with a nice aesthetic that is appealing to the eye. That being said, the chat bot works amazingly with all the customers and it answers all the basic questions, and if that's not enough, it refers the customers to one of our agents so they can speak to a real human, and I find that very helpful because it's easier to organize our tickets and reports.

Freshchat offers a quantity of features that work well and expand our communication experience, by implementing video and image sharing into the chat, as well as being able to share URL links. I think that small features like those are mostly missing all the time in any other software, but Freshchat makes sure to give it all to make the best out of something as simple as communicating. Review collected by and hosted on G2.com.

Overall, Freshchat works great. I haven't found any problems while using it and the bot works at all times. But the customer support is not the most responsive. Review collected by and hosted on G2.com.

The best is the easy to use and create a flow in our landing pages! Review collected by and hosted on G2.com.

I think that need more integration with other plataforms like social media. Review collected by and hosted on G2.com.

Freshchat is a solution that offers nice customer engagement features for an affordable price. From the start, it’s easy to understand even without using the guides provided by the program, and we were able to set everything up the same day. I think that what makes Freshchat so unique is the ability to customize everything so perfectly to meet the customers’ needs and requests.

It’s a software that I could describe as fresh because it not only is a very limited (in a good way, offers only necessary tools to keep you on track of your customers’ doubts) program but it also offers a good bot that works during the whole day, and that automatically creates a ticket for every customer and guides them through a solution to whatever problem they’re having at the moment (and if the bot and FAQ is not enough, they will be able to talk with one of our agents). I think that Freshchat is a good way to gather feedback from clients to know which things need improvement, and it’s also good to collect and store data from customers so that I can have contact information of every one of them to make the communication experience even better and faster. Review collected by and hosted on G2.com.

I wish there was an easier way to look through old conversations/data, as of right now the search settings to be a little inconvenient. The program also tends to be laggy at times, but other than that, it’s great. Review collected by and hosted on G2.com.

The channels to forward to customer.

I like so much the new option of away experience, i was waiting this option, it´s like a the previous vertion of chat.

In my concept FreshChat give the best cost-benefit.

It´s a friendly option of customer and let it review the contents of help that reduce potentialy a new case if the informations it´s put in the articles of solutions.

It´s so easy of configured.

The agents can view all content.

The agents can transfers the conversation if the roll of agent is the best to resolve to customer.

The option to create automatically ticket in Freshdesk is fabulous, save more time and icrease the productivity. Review collected by and hosted on G2.com.

My licence is basic, i don't pay for it because i bought Fresdesk before november 2017, and i don't have some features like a automation and reports (are more limited). I'm thinking in buy the next type of licence.

The tittles of the widget is very hard to configured. In my case is necesary that i say to developers to change a subtittle in the widget.

I need the Bot option, but this only work in English language.

I need change the position of widget. Review collected by and hosted on G2.com.

I think it’s great that we can bring our own bot and integrates seamlessly with our other fresh works solutions. Review collected by and hosted on G2.com.

It’s less flexible compared to some more developer oriented chat systems Review collected by and hosted on G2.com.

We tested almost all available chats. No chat, except this, can give us the right balance between stability and capabilities.

Most of all we like that chat works stably, and notifications always work in mobile applications. The main thing for chat technical support is stability. Emoticons and the ability to attach files is very cool! A very rare and cool ability to embed a FAQ in a chat. Review collected by and hosted on G2.com.

Most of all we don’t like the fact that there is no notice that the visitor has closed the page. Ideally, you could add the ability to view user actions on the network, as implemented by some competitors. There is a presence icon, but in fact it does not work correctly. And we would like to see the time at which the user closed the chat page.

The next minor issue is the initial push-notification of a new message. Both in the web version and in the mobile application, it would be convenient for us to immediately receive the text of the first message in push-notification, and not the text that it was assigned to us.

Apart from these shortcomings, this chat is perfect. Review collected by and hosted on G2.com.

I can create a knowledge base in here and look at customer metrics Review collected by and hosted on G2.com.

I cannot merge tickets. For some reason, a second ticket is being created during one conversation. I REALLY dislike that you can only "resolve" when closing a chat. If an issue can not be resolved within the chat we create a support ticket for Freshdesk. We would like to "close" our chat even though the issue has not been "resolved". We follow up with any users via Freshdesk. Users reopen that chat asking why it's been "resolved". It's time-consuming having to explain, again, why we closed the chat. Review collected by and hosted on G2.com.

I love Freshchat & Freshdesk integration. It allows me to set up communication with our customers in a way that is both customer-centric and optimised for the company's needs.

We can have friendly, humanly chats with clients to support them and convert them into tickets, so it is easier for us to escalate it to our development teams when necessary.

I can track my team's productivity with chosen metrics - median, average or 90-percentile, which provides me with better insights. Recently we upgraded, so I still have to discover the power of campaigns, but it looks promising. Review collected by and hosted on G2.com.

We loved to use giphs in the past when we used Intercom - it resonated really well with our customers. It would be great to have giph browser within chat tool.

No full Hubspot integration - as my marketing team & services (additional ones, like design) use Hubspot daily it would be great to send all conversations with customers to it (best - from Freshdesk, so we can also do it with email tickets or the ones started by feedback widget). Review collected by and hosted on G2.com.

Bringing our customers a alternative modern way of reaching us other then calling or mailing us.

The setup was really simple and fast.

I also appreciate the helpfulness of Freshchat support in setting up the chat on our website.

The pricing was also very confusing in the beginning however i recieved very good support which helped our company to make a good decision in what plan we should use. Review collected by and hosted on G2.com.

The logic is a bit different in the settings from which i am used to as a swedish/european consumer but when all is explained it is possible to understand.

For example as i am writing this it said "9 characters remaining" but it could say "minimum 40 characters - 9 characters remaining", it's the small details which makes difference.

We still have some minor issues which needs to be adressed, my expectation was this not to be an issue in the first place.

For example we still have team members who can't login and set up thier accounts. Review collected by and hosted on G2.com.