Freshchat – Bewertungsseite 2

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

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Vorteile

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.

Nachteile

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!

Vorteile

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Nachteile

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

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Vorteile

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.

Nachteile

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.

Vorteile

I loved the fact that you could have live conversations with customers or visitors to my website. This way it is easier to make them buy a service before they leave.

Nachteile

I found it a bit difficult to incorporate in my website. The messages that I read in the morning accumulated in the inbox but with no real customer's names, so I was unable to know who was who. Or at least I couldn't figure out how to do it or work fluently with this software.

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Vorteile

Freshchat is the nice customer support software to help customers with immediate response.

Nachteile

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

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Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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 .

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software.
Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making

Nachteile

The AI system was a bit confusing for starters

Vorteile

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.

Nachteile

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.

Vorteile

I was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.

Nachteile

None of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.

Vorteile

All required options are available. Reports and dashboard features are good.

Nachteile

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Vorteile

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

Nachteile

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

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

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.

Nachteile

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.

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Vorteile

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.

Nachteile

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

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

- 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)

Nachteile

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

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

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

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

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 !

Nachteile

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

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

The interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.

Nachteile

Hopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.

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Vorteile

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.

Nachteile

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

Vorteile

The tool is pretty simple and easy to understand

Nachteile

I found a couple of issues and I had some questions but i didn't get any answer from customer support.
I would display and arrange the chats windows in a different way for
operators
Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot.
I would offer to users the chance to close the chat because some times is really annoying

Vorteile

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

Nachteile

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.

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

Chat transcript on mail
Tickets raised from the chat where necessary
Intergration with multiple applications

Nachteile

Its a great tool but sold as an addon for the fresh service when it shiuld have been bundled up as one product for fresh service customers.

Vorteile

- 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

Nachteile

- 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.

Vorteile

It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.

Nachteile

I honestly can't think of any from the customer side of things. I don't know on the other side.

Vorteile

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Nachteile

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Vorteile

Looked nice.. that's about it.

Nachteile

Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes.

The support told me to check my settings, still didn't work.

Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in?

BUYER BEWARE - what a joke.

Vorteile

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.

Nachteile

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!

Vorteile

Superb as a customer support tool for quick communication with clients. Both to provide information and to resolve issues. Can be integrated with FresDesk for a top of the line combination!

Nachteile

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

Vorteile

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.

Nachteile

It isn't very easy to search through old conversations.

Vorteile

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Nachteile

That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.

Vorteile

I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.

Nachteile

There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.

Vorteile

Freshchat is really easy to use and you are able to integrate it into your Freshdesk dashboard. This means that your support team can chat and respond to tickets using a single dashboard.

Nachteile

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

Vorteile

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Nachteile

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.

Vorteile

The best and easy way to say HI to customers and resolve there concerns, get instant notifications upon customer visit, can assign tasks to the team members and can download the reports whenever required and simplify manual work

Nachteile

Pricing is a bit concern. People at Freshworks should reduce the pricing

Vorteile

It was cheap, good for start. Features was good.

Nachteile

- Slow response Customer Support
- When it comes to troubleshoot you will waste lot of your time to figure it out
- I believe many user will not continue after the trial
- The customer support is lack of knowledge

Vorteile

Ease to get leads or stay connected from our website. Any visitor on our website can communicate to us very easily.

Nachteile

Need to improve on some features and stay competitive in market.

Vorteile

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.

Nachteile

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.

Vorteile

Easy to use
Low cost
Nice design

Nachteile

Can't set out of hours
No mobile app

Vorteile

Really easy to use and has a lot of basic features. it can be easily embedded to any website.

Nachteile

the higher plans are too much expensive.