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Creating communicative links to improve customer service
What do you like best about the product?
One of the main reasons why I use Freshchat as the main tool of my communication management is because of its wide interface, it contains various tools that help to perform each communication function correctly. Now whenever customers have a question, it is sent to support via tickets and with bots it is really great to be able to distribute the entire workload between each member of the customer support team. It gives us a point in favor, improving communication and quick responses, but not only with this, allows us to collect data and information about all our clients in relation to our service. It complements all our work, in the way of implementation with our mobile devices and PC, as well as the appropriate integrations to improve the communicative link with WhatsApp or Facebook Messenger.
What do you dislike about the product?
There is a relationship between Freshchat and other conventional chats such as WhatsApp, however, they do not converge in some things and that is that Freshchat needs more innovation in sending messages and group chats. The configuration and customization management is somewhat disjointed, many times I cannot manage to adjust everything according to how I need it.
What problems is the product solving and how is that benefiting you?
In my work we managed to find the work synchrony and attend to all the question tickets, without leaving anything out, thanks to Freshchat, since it allows us to streamline our work and optimize the response delivery system, since if there is any repeated response is possible to generate similar responses so that in this way we minimize efforts and solve problems in the shortest possible time. Adjusting the communication will always achieve great commercial successes.
Recommendations to others considering the product:
It has worked for our work team, it has been the main communication tool during this time to strengthen commercial ties and achieve customer satisfaction. Do not stay with the doubt and try Freshchat now.
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Dishonest. Check Your Bill, They Overcharged.
What do you like best about the product?
Easy integration, simple and intuitive interface
What do you dislike about the product?
We have been subscribing to Freshchat's Garden plan ($29) for more than a year now and something mind blowing happened today. We received 2 invoices where our corporate card was charged $175 and $156 respectively and we were immediately alarmed.
Using Freshchat's own chat support function, we sent a few messages to ask for an explanation and ironically we only got a reply 30mins later. We were told to wait for an email from the billing team, at the same time, we were told that we exceeded our MUV limit (Monthly Unique Visitor) hence extra charges were incurred, 4 times of the original subscription fee to be exact.
Now, this is the first time we realized that the fee was tied to our MUV, we rechecked Freshchat's website, it wasn't explicitly stated in the pricing page, sly, but perhaps other providers of similar products are doing the same.
We then received an email telling us that we were basically charged twice because of a "system error". Here's where it gets more ridiculous: instead of refunding us the wrongly overcharged amount, they decided to withhold the amount as credits that we could utilize to deduct future payments. If this is not shameless, I don't know what is.
More importantly, there is 0 transparency behind the how the excess fee is derived (supposedly tied to your website's monthly unique visitors). No computation, no breakdown. They decide an MUV for us, which we can't tally to our own system log!
I am not sure if this happens to other clients, but just be careful and don't assume that your bill is correct, in fact, theoretically there is no cap to how much you could be charged.
Using Freshchat's own chat support function, we sent a few messages to ask for an explanation and ironically we only got a reply 30mins later. We were told to wait for an email from the billing team, at the same time, we were told that we exceeded our MUV limit (Monthly Unique Visitor) hence extra charges were incurred, 4 times of the original subscription fee to be exact.
Now, this is the first time we realized that the fee was tied to our MUV, we rechecked Freshchat's website, it wasn't explicitly stated in the pricing page, sly, but perhaps other providers of similar products are doing the same.
We then received an email telling us that we were basically charged twice because of a "system error". Here's where it gets more ridiculous: instead of refunding us the wrongly overcharged amount, they decided to withhold the amount as credits that we could utilize to deduct future payments. If this is not shameless, I don't know what is.
More importantly, there is 0 transparency behind the how the excess fee is derived (supposedly tied to your website's monthly unique visitors). No computation, no breakdown. They decide an MUV for us, which we can't tally to our own system log!
I am not sure if this happens to other clients, but just be careful and don't assume that your bill is correct, in fact, theoretically there is no cap to how much you could be charged.
What problems is the product solving and how is that benefiting you?
instant response to customers' inquiries
Easy & Smooth
What do you like best about the product?
Interface and automations, analytics and report tools
What do you dislike about the product?
The limit of the informations that we can extract, for example conversations number, labels, custom fields
The MUV system
The MUV system
What problems is the product solving and how is that benefiting you?
We allow all users that do not want to call to contact us easily and directly.
We manage with this new contact channel to reduce incoming calls volume
We manage with this new contact channel to reduce incoming calls volume
Easy Simple and Effective
What do you like best about the product?
I like its functions and the easy to use layout. Also, it has a great team of Customer Support.
What do you dislike about the product?
Sometimes I do not get notifications on my system or on my phone (App). And they can add some more features followup. You can not mark a chat for next day followup which may cause a delay in response. So basically, for a small customer base, it is good and efficient.
What problems is the product solving and how is that benefiting you?
I am solving customer queries and complaints. The biggest benefit is that even if I am not in my office or in front of my system I can still reply to each customer from the app.
A good and friendly tool that can be improved in some areas
What do you like best about the product?
WhatsApp Integration was an important milestone for our support routines development, and we manage conversations easily, so our new members can help users quickly.
What do you dislike about the product?
FAQ management needs to be improved.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools.
The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not.
The integration with Freshbots should be easier to set, mainly about API library tools.
What problems is the product solving and how is that benefiting you?
It optimizes our daily support routine and also, some chatbots help us a lot.
We also use triggered messages to announce new features and provide some useful info to our users.
The main benefit is that it allows us to keep all issues on track and it improves our support quality.
We also use triggered messages to announce new features and provide some useful info to our users.
The main benefit is that it allows us to keep all issues on track and it improves our support quality.
Recommendations to others considering the product:
Freshdesk Messaging is really a helpful feature and their support team is really helpful.
It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help.
The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well.
It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help.
The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well.
Sucessul Tools to get the best expirience in Customer Journey.
What do you like best about the product?
The best is the easy to use and create a flow in our landing pages!
What do you dislike about the product?
I think that need more integration with other plataforms like social media.
What problems is the product solving and how is that benefiting you?
We resolver to atiende our e-commerce plataform for our customers and the best benefits that we can with this solution is the transparency to used.
Recommendations to others considering the product:
More addons! please!
Best customer support and sales available out there
What do you like best about the product?
Whatsapp integration to receive messages and send alerts
What do you dislike about the product?
Nothing yet, I am fully satisfied with what Freshchat offers
What problems is the product solving and how is that benefiting you?
Getting back to customer in real time quickly
All round chat system
What do you like best about the product?
I think it’s great that we can bring our own bot and integrates seamlessly with our other fresh works solutions.
What do you dislike about the product?
It’s less flexible compared to some more developer oriented chat systems
What problems is the product solving and how is that benefiting you?
Customer interactions - sales and support really benefits from this channel.
User friendly and easy to use
What do you like best about the product?
The modern outlook and easy to use of freshchat
What do you dislike about the product?
need more reporting and customization on the reporting
What problems is the product solving and how is that benefiting you?
made customer easier to contact us
Freshchat Effective communication for users.
What do you like best about the product?
This is an ideal messaging software for sales departments. It allows you to establish communication with potential customers on websites, mobile applications and social networks. It provides you with features like campaigns. Integrated self-service, intelligent routing of messages and bots. It has a very simple configuration, fast website integrations and its interface is organized and attractive that allows you to navigate without problems.
What do you dislike about the product?
We have had a pleasant experience, with good results, however freshchat has presented some failures or errors, for example in the bot, it is a bit slow and sometimes does not respond at all, the mobile application should improve in some aspects and Compared to other platforms, this one is a bit expensive.
What problems is the product solving and how is that benefiting you?
We use this platform to communicate with our old and old customers. It is also implemented by our customer service department since there is a section in freshchat that has frequently asked questions that allows our clients to answer each of the questions before contacting us directly. We have had a good workflow since it has been easy to use and configure, both in the application and on the web. It also provides us with a significant time saving since the bot interacts with the client to a certain extent that he feels that he can no longer help you and sends you directly to contact a person in our department. This allows us to customize many of the results. In general, it seems very stable, easy to use and complete.
Recommendations to others considering the product:
it is a good option for any company that wants to save time and money in setting up a messaging software to interact directly with your customers. Something that stands out about Freshchat is that it has pre-established questions and answers that allow your work team to have greater work fluency. It is easy to use, it has a very attractive interface which allows you to navigate without problems, you can customize it, it has a simple AI bot, you can also configure business hours and it is compatible with applications and websites, it is very complete. We recommend it.
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