Freshchat Reviews

Pros

It has a very basic but good AI chat bot, covers most of the operational needs

Cons

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Alternatives Considered

Reasons for Choosing Freshchat

Switched From

Reasons for Switching to Freshchat

Pros

At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format.

Cons

The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page.

Pros

The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite.

Cons

The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done...

Pros

The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient. The ability to set up automated responses helps free up time immensely, and focus on other tasks.

Cons

I don't really have cons, the only thing I can think of is that some of the programs such as the custom chatbot set ups were a bit overwhelming at first to learn.

Pros

- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup

Cons

- No support on weekends- Occasional bugs

Pros

It has AI bot that is trained to answer all questions.
Has made it easy to monitor employee conversations with clients and officials.
I also like it’s fast contact with clients.

Cons

It has allowed us to maintain direct communication, so no dislike.

Pros

It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.

Cons

I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.

Pros

I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated

Cons

I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .

Pros

Eeasy to integarte and use. Simple and elegant interface.

Cons

I wish we could create AI agents who are as capable as ChatGPT

Pros

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.

Cons

It would be great to be able to program the bot through some API

Pros

Live chat feature allows businesses to connect with customers in real time.provides detailed analytics reports that businesses can use to track customer engagement, identify trends.Integrates with popular social media.

Cons

1. Can be complex for smaller businesses.2. Lack of advanced reporting capabilities.3. The integrations are limited.

Pros

Its indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot..

Cons

Something its slow but I think its because of the network coverage....

Pros

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

Cons

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.

Pros

This is an inexpensive chatbot and has campaign feature which i use very often on my website

Cons

It's not very customisable and does not have features like lead generation.

Alternatives Considered

Reasons for Switching to Freshchat

Pros

A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.

Cons

Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.

Pros

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.

Cons

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.

Pros

Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.

Cons

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.

Pros

The ease of use and how we can integrate this in our own website just using the readymade javascript code. easy to create tickets in freshdesk and reroute to respective person .

Cons

Sometime the chatbot logo disappears and I have to reload the page to see it. Apart from this it works great.

Pros

Easy to deploy and integration to website.

Cons

Need more integration directly to the chat example with messenger whatapp and other tool.

Pros

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.

Cons

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.

Pros

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!

Cons

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.

Pros

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)

Cons

The billing is sometimes wrong and you have to keep a check on that. But once you raise a ticket, it is easily resolved.

Pros

It's embebbed in the freshwork ecosystem so if you have the other tools it's very easy to integrate and convert chats to tickets (with freshdesk)

Cons

Honestly, nothing. It's pretty good and simple to use, and allows you to chat with your customer in your website and social networks.

Pros

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.

Cons

No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.

Pros

It’s UI is incredible, super easy to use but with all of the features you would expect and more!

Cons

I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.