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Very good experience
What do you like best about the product?
Freshchat really makes our lives easier, we have everything in the same place: Whatsapp, platform chat, messenger, reports, and analytics. It is amazing that I can easily navigate.
What do you dislike about the product?
Mostly what I dislike are the Whatsapp restrictions, not being able to start a normal conversation without templates is a bit frustrating. Also, the custom bot took a lot of work and it is still not initiating the conversations at all times. And that it does not support Arabic.
What problems is the product solving and how is that benefiting you?
Our customers are very happy that they can find a window to chat with us when they get frustrated or have any issues using our platform. Also, it is an easy way to link them to all the FAQs and/or engage them to book their demos/ training sessions.
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Intuitive Usability
What do you like best about the product?
The Freshdesk Messaging is very easy to learn and use, the design is very simple yet it is also complex. The tools that we're using are both Freshdesk and Freshchat. Working in this industry I've had many experiences using the different messaging systems and Freshchat is my most liked so far. There's no training needed to use this software, it's pretty much straightforward.
What do you dislike about the product?
I guess the least likable in Freshdesk is the reporting statistics. It could've been better if there are other data available like Statistics for the whole team and not just for individual agents. Also, it's better if the system does not automatically count the chats that were "resolved/create a ticket" without us sending a message as resolved chat for each individual agent.
What problems is the product solving and how is that benefiting you?
We had some problems before regarding the automatic assigning the chat to a specific agent but it was easily resolved by one of the support in Freshchat. She scheduled a zoom call just to assist any of our inquiries which is great. This is the first time I've experienced support that was sincerely wanting to help.
I wrote scripts to get reports via API
What do you like best about the product?
I think I like mostly documentation, that you have nice it. And Easy for understanding API, which works much better than Freshdesk API.
What do you dislike about the product?
I don't like strict limitations, I couldn't make a lot of requests per min or make long distance reports (more than 30 days), although if I need to get the history - I couldn't do this.
What problems is the product solving and how is that benefiting you?
We got data to analyze this in the future. Check whether our staff are polite, follow inner rules of communications or not. And check their reactions.
Great But can impove
What do you like best about the product?
Simple user interface
Whatsapp connectivity
Can onboard teams can create different divisions in it
Chat Assigning feature
Whatsapp connectivity
Can onboard teams can create different divisions in it
Chat Assigning feature
What do you dislike about the product?
Limited access in WhatsApp chats
Bots are not very useful
notifications can be a problem sometimes
Bots are not very useful
notifications can be a problem sometimes
What problems is the product solving and how is that benefiting you?
WhasApp chats improvement and Bots allowing to connect with Saans system
Recommendations to others considering the product:
W
Easy to integrate, work, debug and change
What do you like best about the product?
SDK is ready to integrate with all platforms (In my case Android and IOS). It is easy to debug send messages using javascript and as developer, I find it easy to debug too.
What do you dislike about the product?
Maybe this is a review of the version am using, but the chat support UI seems outdated in comparison with peers. HTML style support for IOS could be better. For example, I want to add a new line in a single chat message via javascript it's not straightforward. I had to reach out to the support team for help. (Which they did and close the issue very quickly). Documentation could be improved.
What problems is the product solving and how is that benefiting you?
Our app is a grocery delivery app and we are solving CX issues with Freshdesk. We are enabling users to chat with our customer support team about any issue they face in the user journey.
Grow up with Freshdesk over 2 years
What do you like best about the product?
The reply template helps us reply quicker and make our new agents can start work earlier. Also, the data analysis feature help me to know how to check whether our service is good or not.
What do you dislike about the product?
It doesn't work with WeChat (business version). We are a Chinese company, and many our customers in APAC prefer use WeChat, the chinses ticket system can integrate with wechat better. Also, we buy message last year, but chatbot is hard to use, we got many issues with it.
What problems is the product solving and how is that benefiting you?
Different agents can work together to solve a customer issues. In the past, each of our customers has one specific engineer, it makes many troubles when someone have holiday or leave.
Professional
What do you like best about the product?
The layout of the solution is clean and dynamic, easy to use.
What do you dislike about the product?
We don't have audio available nor video call.
What problems is the product solving and how is that benefiting you?
Centralization of demands, professionalization of the operation, conversation history, greater productivity
A happy and satisfied brand
What do you like best about the product?
Their simple and easy to use User interface, app integration functionality, chat bot service
What do you dislike about the product?
At times the account manager is not available over the call or email
What problems is the product solving and how is that benefiting you?
Helping with multiple channels to assist the customers via live chat, whatsapp chats.
Hard setup, easy use
What do you like best about the product?
Embedding the FAQs into the welcome page reduces inquiry volume. Canned responses provide better first and average response time. You can see which page of your website does customer on while he or she messages you.
What do you dislike about the product?
Freddy artificial intelligence bot is very difficult to understand. Before it, the regular bot was too easy to build and use. However, Freddy requires more coding.
What problems is the product solving and how is that benefiting you?
Some customers do not want to wait for an email and some do not want to call and talk to the representatives. The live chat is an interim solution to help customers.
Recommendations to others considering the product:
If you want to use this product to launch your chat campaign it is very easy to use. However, the artificially intelligent bot has some difficulties like transferring the conversation to the agents, creating a ticket, etc. Moreover, if you decide to use the bot you cannot embed your FAQs into the welcome page. Therefore, you should add all information into the chat bot or put the links in the prepared conversations. I think that way may be difficult for some users.
Great product, shaky API
What do you like best about the product?
There are a lot of automations and triggers available to increase our support agents' productivity. The integration with Freshdesk enables us to follow up with customer issues in a multi-channel manner.
What do you dislike about the product?
We ingest the raw data generated by Freshdesk Messaging through its API, however it sometimes has unexpected behaviors, especially the v2/reports/raw endpoint. This makes it difficult to keep track of product metrics in our BI tools.
What problems is the product solving and how is that benefiting you?
Opening a chat channel for our customers to contact us about ongoing issues and managing this issues as tickets created on the Freshdesk platform. We have come to depend of only one CRM vendor for our customer support area, which reduces management overhead.
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