Pluspunten
The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device.
The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...
Minpunten
The one thing I didn't like much about Freshchat had to do with the smartphone app.
I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat.
This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.
I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .
Pluspunten
I love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.
Minpunten
The bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.
- Great interface for end customers
- Limited features, but done right
- Free trial available with full features to test
- Great customer support
- The backend dashboard UI is good
Pluspunten
Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.
Minpunten
Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.
Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.
Pluspunten
Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.
Minpunten
Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.
The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable
Pluspunten
Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly
Minpunten
The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey
This has improved customer communication and resolving issues in a timely manner. Very proactive approach.
Pluspunten
The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.
Minpunten
Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.
Pluspunten
I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.
Minpunten
It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!
Overall has been good but the notification issue is the big problem for me.
Pluspunten
Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.
Minpunten
My biggest gripe is that the notification is not up to standard. Unless your on one of the Fresh suite the popup does not appear when a new chat comes in. This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you.
Good.
Pluspunten
It's easy to use and very reliable tool to use. The website conversion certainly increased and we have better qualified leads thanks to freshchat. The support team is easily available and the overall experiance has been very good. Highly recommended for small and new businesses (pricing is a big factor too)
Minpunten
The billing is sometimes wrong and you have to keep a check on that. But once you raise a ticket, it is easily resolved.
The Sales team is greatly using the tool and is really liking it!
Pluspunten
Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D
Minpunten
The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.
Pluspunten
Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.
Minpunten
I don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type.
cost effective and being online for our customers 24/7
Pluspunten
Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!
Minpunten
We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item
Pluspunten
Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.
Minpunten
If integrated with social media, messages are not marked read on each. :(
It helps us connect with our customers on a professional level across multiple platforms.
Pluspunten
- Professional (why do so many chat apps look so childish?)
- Free tier (that is actually useful and doesn't impose ridiculous limits)
- Amazing support (even on the free tier, the team go above and beyond)
Minpunten
I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.
Pluspunten
Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.
Minpunten
Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.
We can engage more website visitors.
Pluspunten
It's well-balanced and not expensive, unlike alternatives. We trialed with other solutions but after we used free version for a while, decided to go with them. We also use Freshsales and both solutions integrate well.
Minpunten
No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.
No serious problems and customer service was quick to help with anything I needed
Pluspunten
The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.
Minpunten
It isn't very easy to search through old conversations.
Pluspunten
Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help.
UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.
Minpunten
This used to be included in the fresh desk plan but is now an additional purchase.
Good and easy to set up
Pluspunten
All required options are available. Reports and dashboard features are good.
Minpunten
Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.
Pluspunten
- Greatly helps in talking to our customer via the application
- They provides iOS, Android and Web SDK to integrate in all platforms
- Channels are great, so we can send like a notification to users
- Tagging each users with custom fields is great
Minpunten
- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.
Pluspunten
One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!
Minpunten
Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.
Pluspunten
Really enjoyed learning about the software as soon as I signed up for the free trial.
I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.
Minpunten
Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!
Some of my clients need a chat tool for their Wordpress wensites. They need to be something simple to use and that can be used in their mobile phone.
Pluspunten
I like the way it integrates with wordpress.
Easy to manage by my clients.
Connection with FreshDesk.
Minpunten
Nothing so far that i did not like in the app.
It really solve the purpose of chat integration system for your website. Overall experience is awesome!
Pluspunten
This software is my first choice to integrate chat script on my website. They have heft list of feature and free plan as well. You can easily change the background image and add questions for chatbot as well.
Minpunten
I found all the options I need to set up chat tool for my website. So, there is nothing which I like leas about this software.
An okay system that is getting by for now.
Pluspunten
There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well.
Minpunten
As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor.
Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.