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Vey useful to make Live chat, LINE, FB messenger, Whatsapp to be one platform!
What do you like best about the product?
The features are accessible for the new beginner; canned response is very useful! Dashboard is very excellent, we can see the live report and check specific chat groups by filtering.
The analytics is beneficial to see the trends so we can set our staff up with another assignment!
The analytics is beneficial to see the trends so we can set our staff up with another assignment!
What do you dislike about the product?
Facebook Messenger is only for 1 (one) account; for the holding company consists of many entities with different Facebook accounts, it is not being accommodated. The chat BOT is very expensive!
What problems is the product solving and how is that benefiting you?
Airlines are having a dynamic change regarding departure timings; Freshchat can help us accommodate the information and support our passengers to have expected departures by using our customer support channel. Most importantly, we can serve all our customers by completing the chat queues!
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Excellent
What do you like best about the product?
Interface is excellent, support is very helpful.
What do you dislike about the product?
The same WhatsApp number cannot be shared between Freshdesk Omnichannel and Freshsales. This is a major issue that needs to be resolved. We CANNOT have a separate number for sales and notifications.
What problems is the product solving and how is that benefiting you?
It gives us an integrated system to manage support queries from various sources - WhatsApp, Instagram, email, et cetera.
Omnichannel
What do you like best about the product?
Gosto da centralidade das informações e de ter tudo em um só lugar.
O suporte é bem rápido e sempre esteve disposto em me ajudar nos principais problemas.
O suporte é bem rápido e sempre esteve disposto em me ajudar nos principais problemas.
What do you dislike about the product?
Por não ser uma plataforma brasileira, e meu produto sim, pode ser que não nos atenda em todos os momentos e necessidades.
What problems is the product solving and how is that benefiting you?
Automatizando o primeiro contato do cliente conosco, com isso otimizamos o tempo do nosso atendente humano.
E centraliza todas as informações em um só lugar.
E centraliza todas as informações em um só lugar.
Awesome tool
What do you like best about the product?
Convenience of reports
BOT feasibility
Communication whatsapp messages
BOT feasibility
Communication whatsapp messages
What do you dislike about the product?
Integrations are difficult
For different logs need to reach to admin team everytime
For different logs need to reach to admin team everytime
What problems is the product solving and how is that benefiting you?
Chat with the customer
Live experience
Live experience
Efficient Customer Support and Engagement with Freshworks
What do you like best about the product?
The range of products: Freshworks offers a comprehensive suite of software products, catering to various customer engagement needs. Whether it's customer support, sales, marketing, or project management, Freshworks provides a solution for each area, allowing businesses to streamline their operations and improve customer experience.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
What do you dislike about the product?
Pricing structure: While Freshworks offers a range of plans tailored for different business sizes, the pricing structure can become costly as additional features and users are added. This might pose a challenge for smaller businesses with limited budgets.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
What problems is the product solving and how is that benefiting you?
Streamlining customer support: Freshworks provides a centralized helpdesk solution (Freshdesk) that enables businesses to efficiently manage customer inquiries, track tickets, and provide timely resolutions. This streamlines support processes and improves response times.
Best if your use freshdesk as well
What do you like best about the product?
I like the easy integration between othe Fresh suite softwares. It's quiet easy to get it seamlessly integrated, but a little tricky to integrate outside of their eco system.
What do you dislike about the product?
Interface was old but I believe they're responding to the mutilate user requests they received.
The Admin Dashboard needed some additional shortcuts for better ux, but overall good.
The Admin Dashboard needed some additional shortcuts for better ux, but overall good.
What problems is the product solving and how is that benefiting you?
Providing live agents to support our online customer.
Freshchat as the chat window
What do you like best about the product?
I liked how you could tag chats in Freshchat, and the option emerges after you close the chat conversation. This way, one can add the tag label the conversion without fail.
What do you dislike about the product?
It didn't capture the chat history of the users. The past conversations of the same user had to be manually searched on the platform for this. Pretty hard task.
What problems is the product solving and how is that benefiting you?
It helped us engage in live chats with our clients, and it was pretty simple to use. There is an option to alter the responses we share with the customers, and it was handy for us to correct any typos or spelling mistakes upon found. It had multiple inboxes, that way we were able to share the work with the team at times to finish them better.
Great app
What do you like best about the product?
Ability to send canned responses and also its quick and efficient
What do you dislike about the product?
Nothing at the moment. The app works great and is helpful for companies supporting customers
What problems is the product solving and how is that benefiting you?
Helping resolve issues in a timely manner and giving the information our customer needs
Freshdesk Omnichannel expert
What do you like best about the product?
Unified Customer Experience: Freshdesk Omnichannel allows businesses to manage customer interactions across multiple channels from a single platform, providing a unified experience for both customers and support agents.
Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform.
Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.
Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform.
Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.
What do you dislike about the product?
Pricing: Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options
Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency
Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency
What problems is the product solving and how is that benefiting you?
Channel Fragmentation: With customer inquiries coming through multiple channels such as email, chat, phone, social media, and more, it can be challenging for businesses to manage and respond to them efficiently.
Manual and Repetitive Tasks: Manual and repetitive tasks, such as ticket routing, response drafting, and status updates, can be time-consuming and prone to errors.
Lack of Visibility and Reporting: Without proper visibility into support performance, businesses may struggle to measure and improve their customer support quality.
Limited Customization: Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.
Manual and Repetitive Tasks: Manual and repetitive tasks, such as ticket routing, response drafting, and status updates, can be time-consuming and prone to errors.
Lack of Visibility and Reporting: Without proper visibility into support performance, businesses may struggle to measure and improve their customer support quality.
Limited Customization: Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.
It is a very good software, but with some limitations
What do you like best about the product?
It is a very good software in general terms. It is a very easy to use tool. They offer many options for administrators to take control of the account and to fix possible errors that arise.
What do you dislike about the product?
It has limitations, like any other software. We would like to have the customer satisfaction report back. And to make improvements to avoid mixed chats.
What problems is the product solving and how is that benefiting you?
It helps us to manage and resolve customer issues with our own software.
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