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Amazing features, Good support, fair Interface, Bad documentation
What do you like best about the product?
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.
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.
What do you dislike about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
Freshchat provides a rich interface for interacting with users and has the potential to let us reach out proactively.
Importantly for our original use case, Freshchat empowers us to gather client side information about our webapp without requiring us to coach out technically uninformed users through the process of extracting it themselves. We've already saved time by allowing techs to coach sales employees through an issue and the ability to simply convert chats to tickets saves us lots of time hashing out what the user said to the chat agent.
Channels promise to allow us to integrate multiple spheres of control, allowing specialization in our chat teams.
Importantly for our original use case, Freshchat empowers us to gather client side information about our webapp without requiring us to coach out technically uninformed users through the process of extracting it themselves. We've already saved time by allowing techs to coach sales employees through an issue and the ability to simply convert chats to tickets saves us lots of time hashing out what the user said to the chat agent.
Channels promise to allow us to integrate multiple spheres of control, allowing specialization in our chat teams.
Recommendations to others considering the product:
Look at the dev documentation, determine if you can do the necessary legwork yourself to integrate their simple tools with more complex sites.
Consider the paradigm you're stepping into, Intercom and Freshchat both use a "Messaging, not chat" approach that emphasizes the ability to initiate conversations, share conversations among agents, and track or interrogate user activity on your site in order to target them. As a support tool these features are excellent for helping users on a webapp, they may be nigh useless on a site selling a physical product, if their marketing goals don't serve you.
Finally, consider FreshDesk or FreshSales. A great amount of the value here is that FreshChat can link it's communications into the sibling products from Freshworks and create a picture of the user in multiple departments. If you're committed to other products for those niches, make sure the integration for those will be similarly robust.
Consider the paradigm you're stepping into, Intercom and Freshchat both use a "Messaging, not chat" approach that emphasizes the ability to initiate conversations, share conversations among agents, and track or interrogate user activity on your site in order to target them. As a support tool these features are excellent for helping users on a webapp, they may be nigh useless on a site selling a physical product, if their marketing goals don't serve you.
Finally, consider FreshDesk or FreshSales. A great amount of the value here is that FreshChat can link it's communications into the sibling products from Freshworks and create a picture of the user in multiple departments. If you're committed to other products for those niches, make sure the integration for those will be similarly robust.
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Best way to Communicate to our users
What do you like best about the product?
How easy the admin portal is to use and integrate into our business
What do you dislike about the product?
Cant really say anything here as i haven't found anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
we have a new means of contact for our users, as well as providing a better service.
Recommendations to others considering the product:
If you want to improve the way you communicate with your customers/users then this is the way to go.
Gets the job done!
What do you like best about the product?
The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Their support is on point. Push Notifications work as expected. Analytics and autoresponders are useful.
What do you dislike about the product?
Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Would like to have a way to run campaigns for existing users. CSAT fails sometimes if an issue is reopened. Would appreciate if we could assign multiple labels to a conversation. It'd also be good if we could have a screen where user keys in their name/email id (optional/mandatory) before being able to start a conversation.
What problems is the product solving and how is that benefiting you?
This serves as our end-user customer support platform. This is useful as customers using our product often have troubleshooting/sales queries. Our support team engages with the customers and helps make the product better, and solve their issues.
Recommendations to others considering the product:
Go for it. The product is improving and the team actively listens to feedback, which is great.
The best way to sidestep bad reviews for your app
What do you like best about the product?
When you integrate Freshchat with your Android app, you can respond to your users in real time. Redirect bad reviews to the chat and resolve issues.
What do you dislike about the product?
The integration did not have the capability to support users from an app. But even that has been addressed in the newer releases.
What problems is the product solving and how is that benefiting you?
Sidestep potential negative reviews for our app. We have converted a few one star reviews to five stars.
Recommendations to others considering the product:
We are using the in-app chat part of Freshchat. The integration with Jira is awesome.
The perfect way to interact with potential clients
What do you like best about the product?
The way Freshchat seamlessly integrates into your existing website giving you the ability to chat with potential customers or clients. The code required to do this is minimal but the experience is top-notch. When you pair Freshchat with Freshsales then everything just becomes seamless. Freshchat also allows you to set business hours so that potential clients know that you are not around, but can still leave you a message. And the implementation of chat bots allows you to gather information from your potential clients before chatting to them.
What do you dislike about the product?
There is nothing to dislike. My only criticism (if it is one), is that changing the language strings cannot be done from within the interface, instead, you need to do this with custom code when invoking the chat widget on your website.
What problems is the product solving and how is that benefiting you?
I am using Freshchat to integrate seamlessly into my website to help convert more visitors to potential clients by allowing them to talk to me from within the website. If you you're using Freshsales as well (and you should be),you can convert these conversations into leads to follow up on with ease.
Recommendations to others considering the product:
If you want to have an on-site way to chat to potential clients, Freshchat makes this so easy. You can even have messages sent from your Facebook messenger chat for your Facebook Page appear in the same interface as Freshchat. Pair this up with Freshworks amazing Freshsales offering and you can easily see your client base in one place.
Unique
What do you like best about the product?
Freshchat is a software that has been very unique since the beginning. It uses a cute design that help you focus on what you're doing with an interface full of characteristics that can provide you a well use of the software. I like it's easy to communicate with your customers in a live chat, and you have a priority box where you can keep the collected data. The mobile app is just as pretty and helpful.
What do you dislike about the product?
I like everything about this software except the pricing, it's a little expensive.
What problems is the product solving and how is that benefiting you?
Freshchat provides us with the capability to support our customers wherever they are and in real time. We are able to respond to their questions fastly and easier.
Recommendations to others considering the product:
Try the free version and see if you like this software first.
Freshchat
What do you like best about the product?
I like how easy it is to chat through this with colleagues. The features are awesome.
What do you dislike about the product?
I don't dislike anything, but there are plenty of chat programs out there. We have recently switched to this one at work.
What problems is the product solving and how is that benefiting you?
Quick communication with other colleagues from other areas within our department and even out of state partners.
Recommendations to others considering the product:
I would recommend this software to any businesses that use chatting programs. It is great especially if you use it with other companies outside of email so you get quicker responses and if out of state. Sometimes the face to face live webinars are too intimidating or unnecessary for what you are aiming for.
Basic chat abilities with super powers
What do you like best about the product?
I love the dashboard feature. It allows me to see how my conversations are going and how often i talk with certain people . I have started a new sewing business also and this helps me to keep track with my customers. Facebook messenger is just to messy and i prefer this setting. I am hoping to bring my whole team to this platform as it is very business friendly.
What do you dislike about the product?
I wish it had a tutorial that made it a little easier to navigate. Its not extremely hard to get to know but still takes some work.
What problems is the product solving and how is that benefiting you?
I am able to keep better track of my sales and customers with this chat. The dashboard interface is the big winner with me. It also helps me keep up with how often I conversate with each person in my team .
Recommendations to others considering the product:
I highly recommend it .
Unique app
What do you like best about the product?
The best thing I like about the app is that it keeps my work chats way apart from my family chats, in a different app which helps me focus while at work. Also usually, people now a days prefer to convey a message via chat over call.
What do you dislike about the product?
I also use the slack app and it mostly helps me do things I need, FreshChat needs to come up with something unique in order to keep me using the app.
What problems is the product solving and how is that benefiting you?
None major benefits, it just gives me a mobile-way for engaging with customers with some cool features. I hope with time I will see more.
Intuitive
What do you like best about the product?
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.
What do you dislike about the product?
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!
What problems is the product solving and how is that benefiting you?
We can talk with our customers in a faster way and answer all their questions and all they need to know. It's easier because we can talk in a long-distance service and they don't need to send emails.
Recommendations to others considering the product:
This is the best of its kind, and I think that people should use this software.
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