Media Production, 1-10 employees
Less than a year
“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.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
10
Functionality
8
Computer Software, 11-50 employees
Less than a year
“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.
Rating Distribution
Ease of use
2
Value for money
2
Customer Support
2
Functionality
2
Construction, 101-500 employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Computer & Network Security, 11-50 employees
Less than a year
“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.
Rating Distribution
Ease of use
4
Value for money
6
Customer Support
4
Functionality
5
Construction, 51-100 employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
9
Functionality
9
Broadcast Media, 51-100 employees
Less than 6 months
“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.
Rating Distribution
Ease of use
8
Value for money
7
Customer Support
6
Functionality
7
Commercial Real Estate, 1-10 employees
Free Trial
“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.
Rating Distribution
Ease of use
8
Value for money
6
Customer Support
10
Functionality
8
Consumer Services, 1-10 employees
Less than a year
“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.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Computer Software, 1-10 employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Food & Beverages, 1-10 employees
Less than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Health, Wellness and Fitness, 11-50 employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
8
Insurance, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Information Technology and Services, 500+ employees
More than a year
“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.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
8
Alternative Dispute Resolution, 1-10 employees
More than a year
“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.
Rating Distribution
Ease of use
2
Value for money
2
Customer Support
4
Functionality
4
Hospital & Health Care, 101-500 employees
Less than a year
“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.
Rating Distribution
Ease of use
8
Value for money
7
Customer Support
8
Functionality
8