FreshChat Reviews & Product Details - Page 42

A well thought workflow to connect all incoming requests to the support platform. Extensive reports to evaluate and analyse. Support is amazing and really efficient. Pleasure to work in a well planned and thought product. The bot takes care of registering queries if the team is not online and can follow up really easily later. Review collected by and hosted on G2.com.

Nothing as of now, some additional features when added would convince me to give them a full rating. Review collected by and hosted on G2.com.

I love that as I small company we have everything that we need in the free version of freshdesk. Hopefully soon we are big enough to graduate versions Review collected by and hosted on G2.com.

Some things could be smoother. For example it is kind of difficult to follow a very long thread of emails from users. Review collected by and hosted on G2.com.

Simplicity and Design are two of the most life-changing features of Freshchat. The possibility to add Freshchat on your website and on a blink of an eye start supporting your precious customers. Review collected by and hosted on G2.com.

Some issues, I believe Freshchat team is already fixing... In some cases customers won't receive supporters chat, and this can be a con for a while. But the tool keeps being an amazing idea, changing the way you interact with your customers... Review collected by and hosted on G2.com.

I love how easy it is to use. We haven't had a chat for our customers before and we've had 0 problems getting started.

The FAQ is a wonderful addition to our supporttools that will help lower pressure on our helpdesk.

The monitoring pages are great. I can see up to date information of my team's performance whenever I want.

We're still experimenting with the canned messages and campaigns, but it looks very promising. Review collected by and hosted on G2.com.

I would like some more customization options for the FAQ and chat. Screen size, tags, more categories etc.

The bot could be better, but it seems new stuff is being released every month, so perhaps we'll see that in the near future. Review collected by and hosted on G2.com.

range of products offered by freshworks platform is what caught my initial interest - everything we need to handle leads, customer engagement, support. I especially like the al-a-carte but it all plays nicely together - pretty intuitive and easy to get setup and going. The phone app is great when I'm mobile and need to engage. Review collected by and hosted on G2.com.

only issue I'd say is the delay in response to support questions. Team is super friendly and helpful, but I see there is time zone delay. Not end of the world but would be nice to have support closer to my time zone but prefer to have the product affordable like it is so willing to wait for answers to questions. Self-support site is good. Review collected by and hosted on G2.com.

FreshWorks has just upgraded and combined FreshConnect across all platforms. The best part is that I only made the suggestion 1 day ago & they published it almost immediately. Review collected by and hosted on G2.com.

At first, it was completely separated by service; however, they have since combined it. Some of the icons are a little small to see; however, does not hamper the functionality. Review collected by and hosted on G2.com.

Native integration with channels like WhatsApp, Instagram Review collected by and hosted on G2.com.

The response times from Freshworks support, and the lack of interest in understanding and assimilating new requirements to improve the product.

There is NO native support in Spanish. Contacts that require phone communication cannot be conducted in our base language; and not all of us have the ability to use a second language.

There has been NO timely response regarding our enrollment in the partner program (businesses are waiting for a response). Review collected by and hosted on G2.com.

Freshchat has a Simple interface and is easy to setup. Freshchat integrates well with Freshdesk to create tickets that contains the chat session information. Freshchat allows us to interact with our customers to resolve support issues and communicate training information. Freshchat allows us to send links to documents that the customer needs to reference from our knowledge base instantly. Review collected by and hosted on G2.com.

Some of the features are out of our price range. It would be nice to be able to add individual features to a basic subscription. A basic price with an a'la cart addition of the desired features would be great. I would like to be able to have agents set their availability inside the help desk screen so if they are working with a customer they will not be disturbed. Review collected by and hosted on G2.com.

Chats are fully visible to other agents. Agents can view other chats and leave private or public messages. This makes it very easy to collaborate in the background, step in where needed or use chats as studies for the team. As a manager it's very useful for keeping an eye on chats that might have been missed by the agent. Review collected by and hosted on G2.com.

Asynchronous messaging is really cool, but still confuses some visitors. Despite careful tweaking of the offline messages, some visitors still explode because they think they are being ignored when all agents are asleep. I would like to see an option to make business hours more explicit. Review collected by and hosted on G2.com.

Ease of set-up is what I love the most. Not being a tech person, a lot of tools tend to get very intimidating when it comes to setting things up. FreshChat simplified a lot of other things for me moving forward from setting up as well. Review collected by and hosted on G2.com.

I faced certain situations where delivery of my chat messages were being disrupted due to add-ons to my browser. Review collected by and hosted on G2.com.