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Freshchat

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

491 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Łukasz H.

Flexible chat

  • January 20, 2020
  • Review provided by G2

What do you like best about the product?
I love Freshchat & Freshdesk integration. It allows me to set up communication with our customers in a way that is both customer-centric and optimised for the company's needs.

We can have friendly, humanly chats with clients to support them and convert them into tickets, so it is easier for us to escalate it to our development teams when necessary.
I can track my team's productivity with chosen metrics - median, average or 90-percentile, which provides me with better insights. Recently we upgraded, so I still have to discover the power of campaigns, but it looks promising.
What do you dislike about the product?
We loved to use giphs in the past when we used Intercom - it resonated really well with our customers. It would be great to have giph browser within chat tool.
No full Hubspot integration - as my marketing team & services (additional ones, like design) use Hubspot daily it would be great to send all conversations with customers to it (best - from Freshdesk, so we can also do it with email tickets or the ones started by feedback widget).
What problems is the product solving and how is that benefiting you?
Customer support that might be flexible - customers on certain plans can either get in touch with us via chat within our support hours or via help widget outside them, others have access to help widget.
Portal as inbox, where they can see all their tickets.

Hopefully, we'll start also with engaging new customers via campaigns soon.

    Zilvinas K.

Excellent Live Chat

  • January 19, 2020
  • Review verified by G2

What do you like best about the product?
* Great pricing
* Ease of use
* Customer support
* Slack, Facebook integrations
* Mobile application
What do you dislike about the product?
Nothing as of now. FreshChat fullfils all the business demands.
What problems is the product solving and how is that benefiting you?
We are able to support our customers 24/7 because of Freshchat. Everytime someone writes a question, we get notifications to Slack. From Slack we can easily reply or open up their mobile/web application and reply from it. We can assign people in the team to handle the support requests. The process works like a charm.

    Defense & Space

Forget other solutions. You found what you need!

  • January 17, 2020
  • Review verified by G2

What do you like best about the product?
The interactive robot is unique. A great way to generate leads and lighten agents.
What do you dislike about the product?
Although other tools have similar values, this is undoubtedly an issue that could be improved.
What problems is the product solving and how is that benefiting you?
We use Freshchat as an alternative channel for questions on different event websites.
Recommendations to others considering the product:
If you often get emails or a lot of calls, you should consider this tool.

    Information Technology and Services

Robust chat portal and helpful support reps

  • January 17, 2020
  • Review verified by G2

What do you like best about the product?
FreshChat was easy to install on our website and has been a valuable tool which keeps us in contact with customers and able to assist them quickly.
What do you dislike about the product?
Everything has been great so far, no complaints.
What problems is the product solving and how is that benefiting you?
We've been able to improve our support response times.

    Bruno M.

Freshchat is one of the best

  • January 17, 2020
  • Review verified by G2

What do you like best about the product?
I like the way the data is laid out in the admin layout and also the ease of integration.
Another turning point for hiring FreshChat was that when concluding a conversation, I can choose whether or not to create a Ticket.
What do you dislike about the product?
The amount paid in US dollars. I believe that if the value were offered according to the currency of each country would be fairer.
What problems is the product solving and how is that benefiting you?
First centralize support information by bridging Freshdesk and Freshchat. Another turning point was ChatBot automation to respond to customers while we are offline.
Recommendations to others considering the product:
The main recommendation is to consider pricing based on each country's currency.

    Nathan M.

Customer Connection

  • January 16, 2020
  • Review provided by G2

What do you like best about the product?
The UI is very impressive. Seamless integration into Freshdesk for ticket creation.
What do you dislike about the product?
I would like to see integration with Freshcaller. There is some clunkiness with setting up chatbots.
What problems is the product solving and how is that benefiting you?
We are meeting our customers on their preferred channel/platform. We are making our customers happy like crazy!
Recommendations to others considering the product:
Freshchat can do it all. If you don't know if it can be done or not, just ask! Their support and product enhancement team are FIRE!

    Leisure, Travel & Tourism

Easy and Simple

  • January 14, 2020
  • Review provided by G2

What do you like best about the product?
How easy it is to manage.
Has several nice features and team keeps improving them.
What do you dislike about the product?
Bot need some improvement (but I know this is recent)
What problems is the product solving and how is that benefiting you?
Helping out clients who need to have some questions solved before they book.
If we answer asap, clients turn into happy guests.

I feel that when questions are answered live, guests feel very supported and will more likely book with us cause we are always there to help.
Recommendations to others considering the product:
For me, it's the best one out there

    Logistics and Supply Chain

Simple and fast yet complex solution to offer chat for your customers.

  • January 14, 2020
  • Review verified by G2

What do you like best about the product?
Bringing our customers a alternative modern way of reaching us other then calling or mailing us.
The setup was really simple and fast.

I also appreciate the helpfulness of Freshchat support in setting up the chat on our website.
The pricing was also very confusing in the beginning however i recieved very good support which helped our company to make a good decision in what plan we should use.
What do you dislike about the product?
The logic is a bit different in the settings from which i am used to as a swedish/european consumer but when all is explained it is possible to understand.
For example as i am writing this it said "9 characters remaining" but it could say "minimum 40 characters - 9 characters remaining", it's the small details which makes difference.

We still have some minor issues which needs to be adressed, my expectation was this not to be an issue in the first place.
For example we still have team members who can't login and set up thier accounts.
What problems is the product solving and how is that benefiting you?
Our problem is that we have over 20-30000 errands / year through freshdesk. We want to be faster and more effective.
We must offer our customers the solution before they ask the question and the chat with "predefined answers" and the "FAQ" is a way of doing this for us.

    Amanda H.

Review of Freshchat

  • January 13, 2020
  • Review provided by G2

What do you like best about the product?
I like the quick service, personalized consumer facing and management options.
What do you dislike about the product?
I dislike the current reporting options.
What problems is the product solving and how is that benefiting you?
Answering agent issues promptly and the ability to triage to necessary parties or departments.
Recommendations to others considering the product:
Take advantage of their vendor support and chat system for quick responses.

    Madison O.

A Fantastic Connection Point!

  • January 09, 2020
  • Review provided by G2

What do you like best about the product?
My favorite thing about freshconnect is the doors it opens to collaboration and connection! Freshconnect provides fantastic ways to manage and track: time, invoices, and expenses paid. It allows everything in the office environment to feel unified between different departments. It is a pretty loaded software, so it takes time to grasp and understand.
What do you dislike about the product?
There really isn't a lot to dislike when it comes to freshconnect! It really is time saving and functions fantastic. Of course, it is at a higher price point than most of it's competitors, but it is worth every penny!
What problems is the product solving and how is that benefiting you?
I find myself always getting stuck in non-useful meetings, Freshconnect made it possible to get out of these time consuming meetings! Project development has become quicker and easier, and enables everyone to contribute ideas and strategies in a productive manner. Any form of better organized internal communication is always the best.
Recommendations to others considering the product:
Take the time to learn the software in all of it's vastness!

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