Freshchat

My main use case for FreshChat  is to listen to our customers' issues and problems and forward their concerns to the required support team, which can help us address and resolve their issues.

A quick specific example of how I use FreshChat  for this process is that we integrate it with Freshdesk  and even use the bot to raise service requests or report incidents of customers. Additionally, Freddy Bot is providing an AI-enhanced bot experience.

I also use FreshChat for our WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with efficiency and minimal effort.

FreshChat has positively impacted my organization by saving our time from 40 to 55%. When we are busy, our agents are able to jump from one handle to the other and can handle many different customers.

I measured that 40 to 55% time savings by tracking the specific percentage of time according to how we used to interact with customer interactions, how they ended, and the time that they took.

I have seen a return on investment, as it has improved team productivity. With the help of tools such as internal notes and chat routing, agents can collaborate within the team and improve team productivity. Agents can handle more conversations in a shorter time, and team leaders can also monitor and manage performance. My team productivity increased by at least 40% since I implemented FreshChat, whereas my competitors handle the same number of conversations with almost double the team size.

The best features FreshChat offers are real-time customer support, as during busy times, all available agents can jump on and handle a large volume of customer interactions. There is also great analytics and reports of all interactions, including agent response time. It is very fast, with no delay in response, and everything happens in real time, with easy access and integration with WhatsApp or using it from the user portal being seamless.

FreshChat can be improved with inbuilt automation. Currently, FreshChat uses a third-party advanced automation app which has some limitations and complexity to use. It should have its native automation feature and make it more advanced, such as the ability to add labels to chat based on conditions.

I have been using FreshChat for four years and nine months.

I previously used Slack before FreshChat, and while Slack is greater for internal team collaboration, it is not designed to provide customer-facing support. I chose FreshChat for its user-friendly chat interface, automation features, and strong omnichannel support, making it a great tool for live customer support. It has also brought positive impacts in my organization from my customers.

My experience with pricing, setup cost, and licensing was affordable and efficient.

I rate FreshChat a nine out of ten. I chose that number because FreshChat should invest in inbuilt automation, which would give it a ten out of ten.

FreshChat  is used mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to customers' queries with efficiency and minimal effort.

FreshChat  mini allows us to handle a large number of interactions and provide support timely. It also helps us reduce wait time by managing multiple conversations simultaneously. The ability to classify chat based on the support a customer needs helps us assign chats to the right team for first contact resolution.

FreshChat enables us to enhance our customer service by allowing over 20 agents to use the platform to manage hundreds of interactions daily.

The best features FreshChat offers in my experience are automation and canned response features. With automation, we can greet our customers the moment a chat gets assigned to an agent, letting customers know they are being attended to. Similarly, canned responses help us use templates for generic and commonly asked questions. Additionally, the dashboard and analytics capabilities are invaluable. FreshChat's ability to build customized dashboards and analyze performance at a granular level helps us monitor workload and manage performance effectively.

FreshChat has positively impacted our organization by helping us save time since it has reduced the time we spend interacting with customers, which has become a positive impact on our organization. We have gained popularity from how we respond to our customers and how we handle them.

I wish the complex bot builder could be made simpler while keeping its capabilities, and the third-party integrations could be improved. We tried integrating with Slack, and that was challenging. Even after spending considerable time talking with customer care, we still could not achieve what we wanted.

I have been using FreshChat for four years.

FreshChat is very stable and has shown no downtime or reliability issues.

FreshChat does scale well when we are busy, and we have not encountered any problems during high-traffic periods.

FreshChat's scalability is excellent, and it can handle growth if our team or customer base expands.

FreshChat's customer support is very responsive and proactive, and I have interacted with them positively.

I previously used Zendesk  Explore, but I switched to FreshChat as it stood out as a strong live chat and messaging solution for live customer support. Compared to Zendesk  Explore, which is designed specifically for analytics and reporting, FreshChat is designed for instant communication with customers, making it a better choice for handling quick support inquiries and faster issue resolution.

The automation and dashboard features are very easy to set up and very easy to use compared to other tools I have used before.

My experience with FreshChat's pricing, setup cost, and licensing is fair and transparent, and it was affordable with no surprises.

We did not encounter many problems during the onboarding of FreshChat because we made the efforts to establish it properly.

We have seen an improvement in customer flow by 30%, and 55 to 70% of our time has been saved since our department has different agents using this platform to handle different customers in different locations.

My experience with FreshChat's pricing, setup cost, and licensing is fair and transparent, and it was affordable with no surprises.

Before choosing FreshChat, I evaluated other options such as Slack and Freshdesk .

FreshChat does scale well when we are busy, and we have not encountered any problems during high-traffic periods.

The ability to classify chat based on the support a customer needs has really helped us handle security and privacy with FreshChat to meet compliance requirements.

FreshChat's bot capacity to handle complex queries improves team productivity. Companies would save more if the bot could handle more complex queries and hand over fewer interactions to human agents. With the help of tools such as internal notes and chat, routine agents can collaborate with the team to improve productivity. Moreover, increased efficiency and reduced response time are achieved with the help of the automation tool, as agents can manage multiple conversations simultaneously, leading to improved customer satisfaction.

FreshChat tops the game when it comes to handling a large number of customer interactions. In our organization, we sometimes receive a few hundred interactions, but with the ability to have many live agents online, we can attend to those interactions within a short wait time period. One aspect FreshChat is lacking is the ability to provide voice and video support. I would rate this product a nine out of ten.

FreshChat  is used to listen to customer issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. Integration with Freshdesk  enables the bot to raise service requests or report incidents for customers. Freddy Bot provides an AI-enhanced bot experience.

FreshChat  is best suited for providing 24-hour support where customers can interact easily, even using their phones to raise concerns or inquire about information. This approach is more convenient than using the document portal as a source of knowledge or sending emails for concerns.

FreshChat was integrated into a marketplace application using Dialpad, cloud telephony, and Amazon Connect , which enables the creation of chat and voice conversations between agents and customers, resolving customer issues promptly and efficiently.

FreshChat offers easy access and integration as key strengths. The platform delivers very fast response times with no delays, and everything happens in real time. FreshChat provides multifunction capabilities, great analytics and reports.

Easy access and integration with WhatsApp or using it from the user portal stand out most prominently because it is seamless. The fast response times with no delays and real-time functionality are significant advantages. The user portal, WhatsApp integration, AI bot setup, and multiple options provide flexibility and ease of use.

FreshChat creates a conversation for each chat or call, allowing agents to easily resolve issues through these organized conversations.

After implementing FreshChat, agent first response time was reduced by 35%. FreshChat automation enabled 24/7 operations without increasing headcount.

FreshChat can be improved with enhanced bot workflows featuring a visual drag-and-drop filter.

There is no native support for advanced flows such as multiple variables or integration with external variables.

FreshChat has been used for the past five years.

FreshChat does not require any additional improvements. This review is rated 9 out of 10.

My main use case for FreshChat  is that we have two departments using the platform with different requirements, and we use the chatbot to identify what the customer needs and direct that customer to the correct department, ensuring that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely fashion when the customer is then connected to an agent.

We use FreshChat  for all escalated customer inbounds via live chat, and we have a virtual assistant that deflects 80% of chats, with the remaining needing to be picked up by our team.

The best features FreshChat offers include connection to Freshdesk , a unified comms channel, and issue tracking, along with strong uptime, engagement, and the ability for customers to search through FAQs using a keyword search.

Out of those features, the one I find the most valuable in my daily work is the fact that it allows customers to search through our FAQs using a keyword search, which has made our work easier, as some of the questions they call to ask are displayed on our FAQ, providing a positive impact on our organization.

FreshChat has positively impacted my organization by creating a workflow and automating our communication with our customers since it is easy and fast. The automated workflows have saved time for my team; our limit was increased to one lakh per day within a few days, and this lead tracking helped us close more deals than usual, making it truly helpful and positive for our organization.

FreshChat can be improved by updating the analytic matrix, as by default it doesn't show the recipient details, and we need to put additional filters to see desired data. I wish they would invest in that.

I have been using FreshChat for four years.

My advice for others looking into using FreshChat is that it has truly helped us to get our display name and verified ticket on WhatsApp, which is crucial for our branding, and our limit was increased within a few days. I rate this product a 9 out of 10.

My main use case for FreshChat  is to listen to our customers' issues and problems and forward their concerns to the required support team. We integrate it with Freshdesk  and use the bot to raise service requests or report incidents for customers. Additionally, Freddy Bot provides an AI-enhanced bot experience.

FreshChat  helps us address and solve our customers' issues when we forward their problems. We have integrated it with WhatsApp and the user portal, which makes our work easier.

We have achieved seamless integration between FreshChat and our cloud telephone system to increase agent productivity and first call resolution. We also use it as our CRM  to capture leads from our website, social media, WhatsApp, and email marketing. Additionally, we create workflows to automate our communication with our customers.

FreshChat offers the ability for customers to search through our FAQs using a keyboard search, which is one of the best features.

I would also like to mention the connection to Freshdesk , a unified channel, and issue tracking. Uptime is strong, and they maintain customer support even during challenging circumstances.

FreshChat has positively impacted our organization by helping us save time and increasing our effectiveness from 55 to 66 when we were introduced to Freddy Copilot. We have saved time in terms of percentage from 55 to almost 65% since we deployed it in our organization, as we can run our workflows freely without any problems.

FreshChat could be improved in several areas. It is not easy to obtain a list of all chats that one agent has completed in the last two hours, so the report functionality could be enhanced. Labels on FreshChat do not match labels on Freshdesk, which is also problematic.

We use FreshChat while integrating it with WhatsApp, the user portal, and email, which is easy and helpful.

I have been using FreshChat for four years and eight months.