Freshchat

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Warum Freshchat gewählt wurde

Gründe für den Wechsel zu Freshchat

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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...

Vorteile

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

Nachteile

- No support on weekends- Occasional bugs

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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 .

Vorteile

Eeasy to integarte and use. Simple and elegant interface.

Nachteile

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

Vorteile

I really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes.

Nachteile

One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.

In Betracht gezogene Alternativen

Vorteile

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

Nachteile

I haven't found any issues with the chat as of yet.

Vorteile

The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it.

Nachteile

Despite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors.

Vorteile

The user interface is very easy to use and understand. You can also customize their theme depending what you like for your needs.

Nachteile

Sometimes the notification sound is not working but still a good platform to use.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Freshchat

Vorteile

The interface is of exceptional quality. InteliAssign and Canned Responses are two of our favorite features. We have two types of customers: business-to-business and business-to-consumer. This feature allows us to automatically assign support staff based on their skills and line of business. Shortcuts for canned responses are also very useful. You can tailor these canned responses to match the tone of your business that you want to convey to your customers in chat.

Nachteile

When it automatically creates a Freshdesk ticket and you need to send a response, or it will affect your First response time in Freshdesk.

Vorteile

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

Nachteile

There were a few issues in the normal version which is resolved in the upgraded mode

Vorteile

Cheap and affordable pricing
Design is good

Nachteile

Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often.
They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open

Vorteile

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!

Nachteile

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

Vorteile

Easy to deploy and integration to website.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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!

Nachteile

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.

Vorteile

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)

Nachteile

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

Vorteile

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)

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

Mi piace la possibilità di creare conversazioni anche grazie AI facilitando domande e risposte scritte, quindi velocizzando la conversazione, la cronologia in memoria permette di visualizzare le varie conversazioni avute

Nachteile

Non mi piace che per l'integrazione di whatsapp si paghi , qualche inconveniente per l'assistenza reale, AI e sempre un'intelligenza artificiale, qualche volta ci vuole quella reale, e un po costoso come software

Vorteile

Nada, llevamos 6 meses con un error reportado en el chatbot, 4 veces han dicho que lo han solucionado, 4 veces en 6 meses y todo sigue igual.

Nachteile

Todo es malo, el servicio de soporte de ellos es pésimo, el servicio de incidencias es peor todavía, eso si, cobrar por algo que no funciona lo llevan genial.

Vorteile

Me gusto que tiene un listado de respuestas predeterminadas, es un programa intuitivo y facil de usar.

Nachteile

Tiene problemas con su correccion ortografica.

Vorteile

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.

Nachteile

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

Vorteile

Un très bon produit et très simple à utiliser avec de meilleures solutions de messagerie et permet de parler avec vos prospects et clients depuis les réseaux sociaux et des sites webs . J'adore et je le recommande

Nachteile

Un très bon produit de messagerie. Je n'ai rien de mal pour le moment

Vorteile

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.

Nachteile

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

Vorteile

Whenever I requested assistance, they would offer someone to assist me, but the person would then send me a whole bunch of highly technical tutorials and the jargon was over my head.

Nachteile

I could not figure out how to use or optimize it for my business. Also, it wouldn't integrate with ConvertKit.

Vorteile

First, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely.

Nachteile

I have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline.

Vorteile

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..

Nachteile

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

Vorteile

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

Nachteile

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Vorteile

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.

Nachteile

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

Vorteile

Adding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.

Nachteile

Condition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.

Vorteile

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Nachteile

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want.

As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested.

Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Vorteile

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

Nachteile

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.

Vorteile

We were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team.

Nachteile

I liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Freshchat

Vorteile

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Nachteile

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Vorteile

Una herramienta muy completa para el servicio de atención al cliente. Junto con el resto de Apps de Freshwork, se convierte en un sistema completo para la gestión diaria.

Nachteile

Atención al cliente solo en inglés, y estaría bien ajustar los precios al usar varias apps de Freshworks.

Vorteile

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.

Nachteile

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.

Vorteile

We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.

Nachteile

Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.

In Betracht gezogene Alternativen

Vorteile

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...

Nachteile

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.

Vorteile

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

Nachteile

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.

Nachteile

Being the Chatting / ticketing company, i have to say their support is really bad

after being in touch with them for 6 days ( everyday 2 emails)
my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5)

and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply.
and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved.

I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients.

you will spend a lot of time with the support not because of the software not great
but because they love to loop u differently to different departmetn without getitng a problem solved.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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