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Works well for a small team like ours
What do you like best about the product?
It's simple UI and workflows make it very easy to use as an agent. We use it mostly for customer support and website chats and I can easily switch between conversations, have contextual information about the client and leave internal notes where necessary.
As a customer, the different tabs between FAQs and messages are easy to navigate. The provision of FAQs make it easier to get answers before having to engage an agent.
As a customer, the different tabs between FAQs and messages are easy to navigate. The provision of FAQs make it easier to get answers before having to engage an agent.
What do you dislike about the product?
Messaging vs. session based chat is still a discussion. Customers sometime have doubts over agent availability (despite the 'typically replies in' function). Works most of the time but there can be many places where it could look bad if the agent is unavailable.
However, the biggest issue is that notifications sometime go missing and there are a lot of missed chats because of this. Chat routing and assignment can get a little messed up at times. I have had chats been assigned to me wrongly/out of turn. The bots functionality is also primitive and needs a lot of work.
However, the biggest issue is that notifications sometime go missing and there are a lot of missed chats because of this. Chat routing and assignment can get a little messed up at times. I have had chats been assigned to me wrongly/out of turn. The bots functionality is also primitive and needs a lot of work.
What problems is the product solving and how is that benefiting you?
Have Freshchat installed on our website and in-app. We use it mostly to answer support queries and also answer enquiries that come in from our website.
There is a reduction in the number of support related emails that we get with Freshchat installed.
It is also easier for prospects to engage with us initially and get their answers solved. Builds trust before they sign-up for a trial.
There is a reduction in the number of support related emails that we get with Freshchat installed.
It is also easier for prospects to engage with us initially and get their answers solved. Builds trust before they sign-up for a trial.
Recommendations to others considering the product:
It is a better option compared to Intercom, drift, etc. in terms of pricing. And the Freshworks ecosystem makes most customer support tools you need available so it is a better option compared to stand alone chatbot and messaging tools like livechat, talk.to, etc.
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Modern and fast service
What do you like best about the product?
It's a very dynamic, fast and modern platform.
What do you dislike about the product?
You have to refresh many times to get all the list views updated.
What problems is the product solving and how is that benefiting you?
We solved the issue of not having the ticketing system integrated with our chat system.
Sames as having the chat linked to our CRMs.
Sames as having the chat linked to our CRMs.
Recommendations to others considering the product:
It's a great service, fast, mordern, reliable with a responsive support team.
End user experience is good, features are good, support is ok, reports are lacking, billing is awful
What do you like best about the product?
The end-user experience is very smooth and streamlined. Support is responsive most of the time.
What do you dislike about the product?
There is no continuity of reporting between Freshchat and Freshdesk. The reporting platform is entirely different, with the chat version being substantially inferior. Customer service and billing are horrid. Delays in getting issues resolved, no escalation path available, they don't seem to care.
What problems is the product solving and how is that benefiting you?
Allow customers to interact with us using the method of their preference. Better customer satisfaction.
Recommendations to others considering the product:
Please ensure you have a successful path of escalation with them to resolve issues before choosing them.
Freshchat is effective, easy-to0use, and the Customer Support is top-Notch!
What do you like best about the product?
The best part about Freshchat is the many options you have to create specific chat flows in your chat box. You can view the screen of the user you are helping, the customer service is also extremely helpful too, they are willing to walk through anything you need their help with. Just overall the design layout of Freshchat is very welcoming and easy to use, I do not feel intimidated navigating the admin panels etc.
What do you dislike about the product?
I haven't run into anything I dislike about Freshchat, it's been useful, when I have questions, I just ask support and they quickly respond to me.
What problems is the product solving and how is that benefiting you?
We needed a website chatbox that automated answering customer questions and collected lead data. So far Freshchat has fulfilled all these functions very easily!
Great Support Option for Smaller Businesses!
What do you like best about the product?
Freshdesk has been incredibly simple to implement within our daily practices. The interface is very user-friendly and easy to navigate. Most of the features are very intuitive and do not take long to learn. Freshwork's Customer Support team is also wildly quick to respond!
What do you dislike about the product?
Some features and apps such as emailing a chat transcript to a customer are only available in the highest tiers of service. It would be great to have a version of these apps for the lower-tiered levels as well since the majority of customers want a copy of their conversation.
What problems is the product solving and how is that benefiting you?
We previously used a different helpdesk software. It was not intuitive and was incredibly difficult to integrate with the tasks we needed it for. Freshdesk has allowed us to completely revamp that system, work more efficiently, and respond to our customers quickly while allowing more self-help options.
Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you like best about the product?
Freshchat is the ideal replacement for real time interaction across globe for customer interaction.
What do you dislike about the product?
It requires an upgrade and more custom options, Apart from that its perfect!
What problems is the product solving and how is that benefiting you?
technical and crucial customer service!
Integration is very helpful!
What do you like best about the product?
Integration between FreshDesk and FreshChat has been very helpful for our team! It has been easy to learn, and it's been a fun experience for us to use as well.
What do you dislike about the product?
How automatic the responses are. I've found when going between multiple chats, I'll send a reply to one that i meant to send to someone else.
Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!!
Having a 1-2 second period where you can "Undo" like in FreshDesk would be SOOOOOO helpful!!
What problems is the product solving and how is that benefiting you?
Just how quickly we can communicate with our clients instead of going back and forth through email.
Recommendations to others considering the product:
Definitely recommend setting up the Knowledge Base! Having quick solution articles has been amazing!
One of the best chat support tool for Android
What do you like best about the product?
It has all that you want:
- Way cheaper than other platforms out there
-Integration with WhatsApp
-Easy to setup Android SDK
-Webhooks and API to connect your own chatbots
- Can create campaigns to engage users
- Way cheaper than other platforms out there
-Integration with WhatsApp
-Easy to setup Android SDK
-Webhooks and API to connect your own chatbots
- Can create campaigns to engage users
What do you dislike about the product?
- Cannot send events via Segment.io
- No direct support for third-party chatbots
- Webhooks are quite buggy
- No direct support for third-party chatbots
- Webhooks are quite buggy
What problems is the product solving and how is that benefiting you?
We use Freshchat on our Android app to solve user queries. It's way faster and easier to use Freshchat rather than building your own support tool from scratch.
Freshchat
What do you like best about the product?
I do like whatsapp and how you interact with the client through whatsaap and fb direct message . its is easy and lovely
What do you dislike about the product?
None at the moment , I have not have anything i do dislike
What problems is the product solving and how is that benefiting you?
How to add my team member on group and assignmnet and many more
Very promising chat support tool
What do you like best about the product?
A very promising and very reliable chat tool I used. This chat tool was my first chat tool used when I was exposed to the support role in one of my previous organizations in the initial days of my career. I have worked with this tool for a quite long duration and in different roles starting from the support role to the supervisory role. With that, I could explore the tool and its features quite well. From the ease of chatting with the customers in the inbound queue, assigning to the different teams according to the inbound queries, and few other things I got to work on with the initial job role. Later, when I took up the other roles I worked on the report bit of the Freshchat and it was quite easy to get stats on various measuring parameters like the Response time, First response time, Customer Satisfaction Scores, and Resolution time. Freshchat also auto-generates a few other statistics like the chat flow throughout the day against the time and it is customizable with factors like the post-conversation tagging, Region the chat is from, team performance, etc. And later with another role, I worked on a few automation like auto-assignment, Auto responses, etc. There were few hiccups while working with automation and I will address that in the other part of the feedback. But we could get support from the Freshchat team when required.
What do you dislike about the product?
While I was working with the automation there were few hiccups when we worked on auto-assignment and auto-close of the chats when the queries were answered by the bot. And when the bot couldn't answer the queries there was a problem - The chat used to reach a junk folder. Nonetheless, we could gradually troubleshoot along with the Freshchat support team and by making few other changes to the assignment and closing process.
What problems is the product solving and how is that benefiting you?
The core reason for the usage of this tool was to address and assist the customers reaching us on chat. And the tool is doing a great job as it's quite simple to use and for getting the reports.
Recommendations to others considering the product:
Recommended for any growing organization that wants to integrate to their website or application for user support.
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