Freshchat Erfahrungen

Mainly, best Mobile SDK in this segment, Omnichannel communication, Multiple accounts on each channel like facebook, instagram etc.,, easily integrate with whatsapp, best-in-class chatbots

Options to send SMS through Twilio which is costly for India where lot of cheap options are available. Option to add custom SMS Gateway would have been nice.

It appears to have robust features and they attempt to offer cutting edge technologies.

I am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it.

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

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

I love that it alerts me when someone wants to chat.
They are on my site - have read my copy and want to engage with me before potentially leaving my site.

I think some browsers do have features that block some users.

Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes.

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.

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!

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

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.

It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details.

There are numerous things like:

- Poor on-time notifications of web visitors.
- Take almost 10 secs to the chat box to appear after initializing a chat.
- Difficult to transfer chat.
- Really bad customer support.

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.

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

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..

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

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.

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

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.

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.

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

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.

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.

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.

Freshchat is great messaging software we can integrate in websites. it works as sales bot, and build great relationship between customer and organization.it can help in campaigns that will increase sales.

Not really con, but sometime it takes little time to respond, and for free-trial period I think there is no 24X7 customer care.

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.

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.

My experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations.

My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.

It's a very nice looking interface and aligns with our branding

It's prone to bugs and very frequently would stop working and the widget disappear

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.

This used to be included in the fresh desk plan but is now an additional purchase.

- 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)

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day.
The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

So far we use Freshchat for our Mobile App.
It's integrated inside, so everybody who uses the chat can get in touch with us.
.. and they do... and we respond from the very friendly and easy dashboard for us.
also it have free version, which fits our needs for now, which is great !

Would be better if their cust.support was answering faster.

Recently switched to Freshchat and can definitely recommend it. The tool is simple and does the job the way you want it to do ! The automations are decent.

It lacks integrations with other tools but they will get there.