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It is effective to improve communication with customers
What do you like best about the product?
The platform gives us the advantage of a smooth communication with customers, connection to multiple channels such as Facebook- make it easier interaction. It is a flexible chat to our needs.
It is excellent for capturing leads, it allows us to monitor and classify messages and configure automatic responses in the chat. In addition, integrations with third-party software increases productivity.
It is excellent for capturing leads, it allows us to monitor and classify messages and configure automatic responses in the chat. In addition, integrations with third-party software increases productivity.
What do you dislike about the product?
It is difficult to find something that I do not like since it is a versatile tool in terms of communication.
What problems is the product solving and how is that benefiting you?
Improves customer experience, optimize messaging and helps us attract qualified leads. Centralizes customer service and increases productivity of our team of agents.
Recommendations to others considering the product:
I recommend to improve productivity and communication. It is a versatile solution to unify customer service.
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One of the best Support plataforms.
What do you like best about the product?
Their support and resources are the best to organize customers data and improve their experience. You have tools to make internal and external communication more effective.
What do you dislike about the product?
Sometimes their support takes a few minutes to awnser, but that's rare.
What problems is the product solving and how is that benefiting you?
With the feedback of our costumers we were able to improve their experience on our platform and also our results.
Recommendations to others considering the product:
Use their best plan, it's a very a good investment on your company.
Worst Chat Service used ever
What do you like best about the product?
Setting it up is relatively easy but that is all.
What do you dislike about the product?
They charge on the credit card that is on file for services never used and they do NOT return the money as their support promised within 5 business days. In our case, 10 days have gone by and still, we have not received the refund.
What problems is the product solving and how is that benefiting you?
No benefits at all
Best chat platform
What do you like best about the product?
We have never seen a chatbot that gives the best UI and UX in a couple of lines of code integration. On top of simple and clean design, it helps solve the business problem that we had. We love everything from the co-browsing, FAQ, attachment options, video inserting option, being able to show user's Facebook profile image (automatically), and etc. I can literally list all of the functions that are available in Freshchat.
What do you dislike about the product?
I seriously could not think of anything that we don't like.
What problems is the product solving and how is that benefiting you?
CloudTax (www.cloudtax.ca) is a web and mobile platform that allows Canadian taxpayers to file their taxes for free. Tax rules and filing process are very unique for each client and could be very complicated. With Freshchat, we are able to help our clients who need little assistance while preparing the taxes. Co-browsing and FAQ are unique features that help our clients feel comfortable and stay ahead of our competition.
Recommendations to others considering the product:
If you're evaluating, no look further. This is a great product with a great support system.
Excellent chat, but needs a few more options for customization
What do you like best about the product?
We very much like the FAQ feature of the chat, as well as the fact that it can be integrated with other Freshworks products, making it so much easier to provide customer service. We also very much like the triggers and the nice text formatting we can apply to the messages we send.
What do you dislike about the product?
We feel there should be a few more options for customization. Specifically, we feel that the bot function, which is very useful, should provide separate options for offline and online which go beyond which messages are sent. Namely, we'd like to be able to turn off the bot when our agents are online, or at least decide to ask more questions when offline and fewer questions when online. Also, it would be great for the bot to support translations. Moreover, color customization is a bit limited, not allowing users to select the font size or color (which is a problem when the text color matches a background color, making text not visible).
What problems is the product solving and how is that benefiting you?
We recently move to Freshchat from another chat service, specifically for the reason that it can be integrated with Freshdesk and Freshcaller. This allows us to provide better customer service, having all customer info at hand during any contact we have, whether email, chat or phone. We also decided on Freshchat for the excellent trigger feature.
Staff and Clients Love FRESHCHAT
What do you like best about the product?
Really easy to get it up and running., plugged into our website and staff and clients using it straight out of the box. Within 2 weeks of switching it on clients were flocking to our new live chat system for support
What do you dislike about the product?
tthought about this for several minutes and still couldnt think of anythng :)
What problems is the product solving and how is that benefiting you?
Customer support. Better staff productivity , faster support , happier clients. More SALES ! Seriously we use it as a sales tool . As part of the product demo we log into live chat and show them how long real clients (arent) waiting . It blows people away.
Recommendations to others considering the product:
DO IT !
Best Software which connects the internal team!
What do you like best about the product?
Everything I like about freshconnect is the best part of this software and it is that dashboard which helps show up the conversation and helps team members to discuss on one point and come up with good positive fruitful decisions.
What do you dislike about the product?
Nothing is there to dislike about this. This freshconnect is awesome!
What problems is the product solving and how is that benefiting you?
Here at my company me and my team uses this to to great kind of discussions and avoid non-useful meetings. It saves our time and also makes the best out of our discussions.
Freshconnect gives us a benefit to get connected internally.
Freshconnect gives us a benefit to get connected internally.
Recommendations to others considering the product:
5 star recommendations from my side as it is the best product and will remain as well for the companies
New & updated
What do you like best about the product?
FreshWorks has just upgraded and combined FreshConnect across all platforms. The best part is that I only made the suggestion 1 day ago & they published it almost immediately.
What do you dislike about the product?
At first, it was completely separated by service; however, they have since combined it. Some of the icons are a little small to see; however, does not hamper the functionality.
What problems is the product solving and how is that benefiting you?
Looking to simplify interoffice communication all within 1 system as some of our staff aren't quite as technologically inclined.
Finally the website support integration we were searching for!
What do you like best about the product?
The Freshchat support team. Hands down. They have worked for two+ weeks to help me with a situation that has been a major thorn in our side. I'm wholeheartedly thankful for the two individuals I have been working with over the past weeks.
On top of that, the integration with our website went seamlessly and we were up within minutes once we had the chance to add the code. In just under an hour, we had a chat system added to our site, custom trigger messages, and a system that matched the theme and colors of our website.
We are constantly on the go or busy with business tasks that require us to be away from the computer. With the FreshChat app, we can now respond to any questions while we are away. This was one of the biggest selling points for us.
It's an added bonus that the system looks amazing. It's the clean and fresh style that you want in 2019 and beyond. We tried many free plugins for our website, but they all looked disgusting.
On top of that, the integration with our website went seamlessly and we were up within minutes once we had the chance to add the code. In just under an hour, we had a chat system added to our site, custom trigger messages, and a system that matched the theme and colors of our website.
We are constantly on the go or busy with business tasks that require us to be away from the computer. With the FreshChat app, we can now respond to any questions while we are away. This was one of the biggest selling points for us.
It's an added bonus that the system looks amazing. It's the clean and fresh style that you want in 2019 and beyond. We tried many free plugins for our website, but they all looked disgusting.
What do you dislike about the product?
The comments below that are hating on FreshChat. haha kidding.
But really, I have no complaints at the moment. I'm still amazed by the support that I have received from FreshChat and the individuals I have been working with. I have never worked with a crew like this that actually cared. They are right up there with the awesome support teams like WooCommerce, Amazon, and Stripe.
But really, I have no complaints at the moment. I'm still amazed by the support that I have received from FreshChat and the individuals I have been working with. I have never worked with a crew like this that actually cared. They are right up there with the awesome support teams like WooCommerce, Amazon, and Stripe.
What problems is the product solving and how is that benefiting you?
We are solving the problem of being tied to a computer-based support system that needs to be attended to daily. Using the FreshChat app, our chains are broken.
I have also learned from the support team that I was working with that triggered messages are a great way to increase sales by being proactive. I have not really messed around with this yet, but my next task is to figure out the best way to use this feature.
As a small startup, a huge factor for us is free cash flow, and with the fairly priced plan we have, this worry is gone.
I have also learned from the support team that I was working with that triggered messages are a great way to increase sales by being proactive. I have not really messed around with this yet, but my next task is to figure out the best way to use this feature.
As a small startup, a huge factor for us is free cash flow, and with the fairly priced plan we have, this worry is gone.
Recommendations to others considering the product:
Use their FREE trial!
There is nothing to lose and it will give you a good picture of how your time with them will be.
There is nothing to lose and it will give you a good picture of how your time with them will be.
Product still in the maturation stage
What do you like best about the product?
Native integration with channels like WhatsApp, Instagram
What do you dislike about the product?
The response times from Freshworks support, and the lack of interest in understanding and assimilating new requirements to improve the product.
There is NO native support in Spanish. Contacts that require phone communication cannot be conducted in our base language; and not all of us have the ability to use a second language.
There has been NO timely response regarding our enrollment in the partner program (businesses are waiting for a response).
There is NO native support in Spanish. Contacts that require phone communication cannot be conducted in our base language; and not all of us have the ability to use a second language.
There has been NO timely response regarding our enrollment in the partner program (businesses are waiting for a response).
What problems is the product solving and how is that benefiting you?
Capture of contacts (prospects) on the portal, with timely attention to their needs. Closing of deals.
Recommendations to others considering the product:
Patience when addressing technical concerns and support in Spanish.
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