Freshchat Reviews

“Reliable and quick

Pros

Communicating with customers across various channels (social media, mobile, web, etc.) has greatly improved our efficiency. The ability to set up automated responses has saved us a lot of time, allowing us to focus on other tasks.

Cons

Some features, like setting up custom chatbots, were a bit overwhelming to learn at first, but there aren't many other cons.

“Avoid this service

Pros

Nothing to mention here. We have reported a bug in the chatbot multiple times over the past six months and despite assurances that it has been fixed, the issue persists.

Cons

The support service is terrible and the incident service is even worse. It's frustrating to be charged for something that doesn't work.

“A better way to engage with clients

Pros

The AI-powered bot is trained to answer all questions, which makes monitoring employee conversations with clients and officials easier. I also appreciate its fast response time when contacting clients.

Cons

Maintaining direct communication has been very helpful and there have been no complaints.

“It offers good features

Pros

The option to create a chatbot without requiring coding or development skills is a great feature. It integrates well with other products in the "Fresh" software suite.

Cons

Personalizing the chatbot is a bit difficult, setting up automated messages is challenging, and configuring workflows is quite difficult as well. Notifications aren't always received, the AI doesn't always suggest the correct knowledge base articles, and the redirection to the ticketing system needs improvement.

“Great chat option

Pros

The wide range of options at each "node , including conditional formatting, APIs, images, links, and carousels, made us choose FreshChat. It offers more than just a basic Q&A format and gives us many ways to interact with customers.

Cons

The widget isn't as noticeable as desired when customers are on the website. It would be better if it popped up and presented a message screen ready to interact with the customer, rather than just appearing as a small icon in the corner.

“Freshchat conversation is really amazing feature

Pros

I like the AI-driven conversation creation, which speeds up communication by facilitating written questions and answers. The history memory feature also lets us review past conversations easily.

Cons

Paying extra for WhatsApp integration is really frustrating. And AI can only go so far, and sometimes real human assistance is needed. The software is also a bit expensive.

“Great email software

Pros

A very user-friendly product with better messaging solutions. It allows us to interact with prospects and customers through social networks and websites. I love it and would recommend it.

Cons

The messaging product is very good and there have been no issues so far.

“Great tool

Pros

Easy to integrate and use with a simple and elegant interface.

Cons

The ability to create AI agents as capable as ChatGPT would be a great improvement.

“Simple chat

Pros

It's very easy to integrate with WhatsApp, and using the chat overall provides a great experience.

Cons

No issues have been encountered with the chat feature so far.

“It's the best support chat software

Pros

Simple and easy to use. The integration was quick and seamless, with no downtime. It's convenient for customers to reach out to us anytime.

Cons

A better alert notification system is needed when a chat is initiated. Persistent alerts would be useful until someone picks up the conversation.

“Great features

Pros

I appreciate that we can always edit, add or delete canned responses. This helps agents stay ready with answers to new updates. It's also very easy to learn and not complicated.

Cons

It would be beneficial to have an option to delete a message after it's been sent to the client, similar to WhatsApp. Also sometimes new chats come in without notifications, even when all settings are enabled. A search option for chats based on ticket labels would help, and it would be better if chats could stay open for more than 24 hours.

“Highly capable chat tool

Pros

Smart Chatbots, chat automation, IntelliAssign, smart chat assignments, auto-resolve, labels, and strong integration with other Freshworks products. The setup is simple, and the customer support team is excellent.

Cons

Lack of support on weekends and occasional bugs.

“it is exactly what you're looking for

Pros

I like the list of predetermined answers. It's an intuitive and easy-to-use program.

Cons

The spelling correction feature has some issues.

“So difficult to use

Pros

Whenever I asked for assistance, they would offer support, but the advice often came in the form of highly technical tutorials full of jargon, which was difficult to understand.

Cons

The tool couldn't be optimized for the business, and it wouldn't integrate with ConvertKit.

“Great for businesses to connect with customers

Pros

The live chat feature allows businesses to connect with customers in real time. It also provides detailed analytics reports, helping businesses track customer engagement and identify trends. It integrates with popular social media platforms.

Cons

The tool can be complex for smaller businesses and advanced reporting capabilities are lacking. Also the integrations are limited.