FreshChat Reviews & Product Details - Page 44

I really enjoy using freshchat in our company, because is very easy to give a good experience to our customers.

The platform is friendly and It allow us to receive feedback from our clients when they are using our website. Review collected by and hosted on G2.com.

The thing that I dislike about Freshchat is the Inbox section, specifically when you open this area and you open another page on your computer, this section It open again and again, unless you locate your website navigation in other section on the freshchat page. Review collected by and hosted on G2.com.

I love that Freshchat is embracing a broader chat solution. Instead of simply offering a window with which to exchange text, Freshchat provides a rich experience with linkable FAQs, images(including GIFs) and a decent array of integrations.

I really love the fact that Freshchat has the ability to integrate with my website, allowing logged in users to open a chat window and communicate using their identity from our site. This saves on repeat questions, avoids misinformation when users share accounts and supply their personal email instead of the credentials they're logged in with, and it helps us retrieve valuable information quickly.

The Events API allows our site to submit data to the chat tool so that when a user reaches out to us we can see their activity on the site and the Smartplugs feature allows us to query our own api for more information right from the chat interface.

The shared chat interface is great, it allows techs to shadow other users and help them answer questions, teaching the agent as well as helping customers.

FAQ support within the chat widget makes information available to the users right at the point of contact.

Ticket creation in Freshdesk allows sales folks to create IT tickets in seconds, losing no context and costing them no additional effort. Review collected by and hosted on G2.com.

First and foremost the developer documentation is a hot mess. There's only documentation for raw JS integration, which means anyone using a framework is guaranteed to experience headaches trying to wrap the necessary calls and get them to play nice with more complex arrangements. Instead of pasting a few JS scripts into the various pages on my site, I had to wrap it in a service and I'm still playing around trying to get it to handle the login correctly.

Second, because the documentation doesn't deal with frameworks and the like, crucial behaviors like the necessary steps for clearing a user, the purpose of certain components of the scripts provided and the classes needed to hide the widget on print are all missing or described minimally. As of the writing of this review, the entire developer documentation is a single long-scroll page with about 10 subheadings.

The robust features on offer require a significant time investment in order to perform dynamically as intended. Admittedly Freshchat is a young product, and the service is great about helping me work stuff out, but having to deduce what my code is doing is not ideal.

Notifications in the app are not loud enough and they're somewhat flaky. Agents don't get notified if they're on another virtual desktop/workspace, they don't always hear them when they're on another browser tab. These are probably simply quality of life improvements but they stress our agents when they cause customers to get dead air. Review collected by and hosted on G2.com.

The fact that is connected to Freshdesk, and that I can create tickets right from there.

The chat channels are also very innovative. They can really make the process of working on a team easier and make it less confusing and frustrating. Review collected by and hosted on G2.com.

The profile pictures are stretched when uploaded. Review collected by and hosted on G2.com.

Compared to some of the bigger players like Intercom and Drift, I think FreshChat is doing *incredibly* well - both in their features and in their price point. Their service is way more accessible for my agency stuff and I've recommended it to all my clients who have also seen great results. Review collected by and hosted on G2.com.

Support services hours are off-and-on. I really have no idea when I can contact them, and the response times vary from instant response to a day or so, even on business days. It's not a bad response time, but it's just my thoughts. I would love to see some improvements to the bot as well. Review collected by and hosted on G2.com.

Integrate easily with magento. Good support and has pricing plan for startup. Very light and fast. Review collected by and hosted on G2.com.

I need more flexible settings for chat bots. For my plan, bots features is quite basic. Review collected by and hosted on G2.com.

Convenient tool for customer communication and ensuring to maintain a high level of customer service. Review collected by and hosted on G2.com.

Certain integrations are a little complex to set up, but definitely possible after going through the guides provided by Freshchat. Review collected by and hosted on G2.com.

Most of all i really love the easy to first setup the platform, within minutes our team was already working without hassle.

The interface is really simple and clean but packed with all feature needed to automatize and create a nice user experience for our customers. Review collected by and hosted on G2.com.

Language, we are a mexican base company and would love to have spanish language for the agents interface. Review collected by and hosted on G2.com.

Ease of use and ease of implementation. It's great being able to have multiple agents participate in a chat, and the integration with other Freshworks products is super. Review collected by and hosted on G2.com.

Lack of automation of some actions on the free product - but I'm not complaining - it's free! Review collected by and hosted on G2.com.

It is a simplest way to communicate with our customers over chat because people like chat rather than the calls, easy picking and having features like canned response makes it even better. Even you can see the user details and their properties. They help alot in identifying a particular user, their location and then provide them good support. Review collected by and hosted on G2.com.

As I'm using this feature from past 3 months i didn't find anything to dislike yet. Review collected by and hosted on G2.com.

Really easy to setup and get going. Support from the FreshChat team is excellent - rapid and responsive. Review collected by and hosted on G2.com.

I think that the small icon in the bottom corner could sometimes be missed. The ability to make this more prominent or add some text to it would be good. Review collected by and hosted on G2.com.