Freshchat Reviews

Summary: Overall it's a great tool and works so well. I've really liked how reliable and useful it is for a team.

Positive: Super easy to use for a team. Easy to implement and doesn't require much technical knowledge to get going.

Negative: It's a very simple tool so there isn't a lot of advanced options.

Summary: Using Freshchat was an immediate solution for us, since this platform allowed us to deal with the large number of tickets that we receive daily in our company, in addition, this platform was essential to be able to have a complete and direct conversation with each of our clients. that we were consulted through the Live Chat on our website, in addition, this platform allowed us to add a Bot capable of responding to each of the basic requests that customers made through the chat window on the web page, this Bot was in charge of automatically respond to each of the basic requests that customers had constantly. I feel very comfortable and done with the utility that this platform has represented for our entire real estate company, we have been able to capture the attention of clients who consult our property prices and available properties, as well as we have been able to have a direct conversation with each one of them in a much more comfortable way. I believe that this platform was key when it came to meeting new requirements and being able to manage the large number of tickets to be able to distribute them among the number of agents we have in the company.

Positive: Freshchat has helped us create a service which allows us to obtain direct communication with each of our clients and our consumers. The main thing that I love about this platform is that it allows me to manage the total number of agents that can attend to requests or requirements. From our clients, this is quite essential since I can manage all the total roles so that our agents are registered within this platform and can attend requests immediately. I really liked that this platform allows you to manage each of the tickets and assign them automatically, the platform counts the number of agents available at a specific time, thus distributing the tickets equally among the number of total agents, so that no ticket left unattended. In addition, the Live Chat system of this platform and quite beneficial, allows to install a direct conversation with each of the clients that tries to communicate through this Chat window located on our website, the conversation is never interrupted. In addition, a ticket is created automatically every time we have a conversation with a client through this Chat, so that a record of this requirement is kept within the platform.

Negative: I did not have any type of problem using this platform, the main implementation process was quite simple, in addition, the use process was also simple, which allowed us to have constant attention to all our clients online and also through ticket management platform, in addition, allowed us to correctly configure all tickets, manage pending tickets and completed tickets and also allowed us to manage total agents. I don't have any complaints about this platform, I think it's good enough with Freshchat.

Summary: Freshchat has given us the option to have more freedom when solving issues that any customer might have. We have been able to handle all these issues perfectly and handle complaints in a timely manner. It is very important to be able to have a respectable and stable customer support team that customers feel like they can rely on. Without this important part of a business, it is bound to fail no matter if other aspects are good. This is why Freshchat is so important to us, because we are able to have a place where we can receive all tickets in one single dashboard and be able to attend all requests very quickly.

Positive: Freshchat optimizes the conversations that we have between customers and the business and turns them into very smart and agile conversations that help the customer and make them feel more comfortable. Personally, I enjoy many features of Freshchat and one of them is the fact that it allows a good and stable service for customers to ask their questions and receive immediate answers, it is a fast service for both customers and us, we are able to receive all the requests and tickets and proceed as we should with every specific case. Freshchat allows us to customize the customer experience taking in mind all the different ways that a customer would want to solve an issue, and it allows us to create a self service platform that helps customer with any basic questions that they might have without needing to directly contact our customer support team, and helping them solve the issues themselves if they feel more comfortable doing so, also saving us so much time as we are able to receive and solve more profound issues that need the actual help of an agent.
With Freshchat, the space given to us is very comfortable to work with, the inbox that Freshchat implements is very easy to work with and does not feel too crowded because it has a very modern look to it, making it easy to manage all the incoming messages and tickets from many channels, such as website, email, social media, and more. Freshchat allows us to combine all the social media platforms to be able to receive all the messages in the same inbox, which makes it easier to manage because we don't have to open separate inboxes to be able to chat with customers.

Negative: When it comes to creating reports, I would like to see more customization options to be able to get the most out of the reports given by Freshchat, it is important to be able to access different information and analytics but the reports don't allow for much customization other than the default reports that the software provides, it is a key factor for us that we are able to analyze different aspects of how the software is working and if the results are satisfactory, it would be great to see this improvement coming soon so that we are able to analyze things more clearly.

Summary: Thanks to Freshchat, we have been able to solve customer service issues that were presented to us and provide clients with the right communication tools for them to feel more comfortable and close to us. As agents, it is important that we are able to attend clients in the way that they prefer because a good customer service will benefit us in the long run and will lead into a successful client-business relationship, and Freshchat has helped us achieve that with its easy to use tools and its easy interface that adjusts to our type of business and engage with our clients more.

Positive: I like that I can integrate a variety of communication channels so that customers choose their preferred one and because it is all unified, Freshchat allows me to keep track of all the incoming messages from different channels in on single place, the dashboard is intuitive and optimizes the channels so that it is easier to attend every customer and enhance the relationship with prospects, it also makes it way easier as it organizes the information that the clients want to know about so that we do not have to go over the same points all over again. Because Freshchat is a software that is heavily powered by Artificial Intelligence, it is one of its strongest points when it comes to providing a great customer service, it helps provide self assistance for customers without needing to reach out to us directly, and it helps everyone save a lot of time. The chatbots are very easy to set up, they do not require knowledge in coding and other engineering stuff, it is easily implemented with the right information that the customers need in order to solve all their doubts and without having to talk to one of our agents, which can be difficult if the customer is reaching out in non-working hours but still needs to solve an issue or question, this service provides the client with the right tools to still solve everything on their own.

Negative: There are a few minor dislikes that I have about Freshchat, which are the following:
- They do not have a spelling check tool added into the chats, which results in sometimes spelling something wrong accidentally and sending it like that, I think that most softwares nowadays have this tool included, especially if it is a communication solution, but this is not the case with Freshchat, and I think that it is an important part of speeding up and making the communication more automated.
- The updates while attending a ticket need to be more customized, for example I would like to know if a chat is pending a response from the client and categorize it that way but it is not possible with this software and I think it would be a really helpful tool when organizing active tickets.
- There were some issues with setting up the chatbot at first because sometimes it did not respond to some of the automation triggers that were set up for whenever a client contacted us.