Freshchat
Freshworks Inc.Reviews from AWS customer
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Initial Setup Great, But Ongoing Support Lacking
What do you like best about the product?
I found the support during the initial setup of FreshChat to be very helpful. The setup was easy, which made the initial experience with FreshChat quite positive.
What do you dislike about the product?
The FreshChat itself stopped working for us for, like, two months. Our experience with FreshChat hasn't been that great. The fixed menu where you can click your knowledge base or video just refused to work. Their support has to improve. It hasn't been good. Our experience with the support after we started using FreshChat has been quite bad. Even though the product did not work, they continued to bill us. Overall, it was quite an unpleasant experience.
What problems is the product solving and how is that benefiting you?
I use FreshChat to include a chatbot in our application.
Seamless Multichannel Communication with Room for Improvement
What do you like best about the product?
I appreciate how easy it was to set up Freshchat and its clean UI. I like the cool workspace for multiple agents to work simultaneously, and the round-robin option is fantastic for handling customer chats effectively. It's easier to view conversation history, analytics, feedback, and customer CSATs. The omnichannel feature is a huge help because it lets us handle conversations from SMS, email, WhatsApp, website, and other channels all in a single UI. The round-robin automatically assigns an agent to the chat, allowing customization of the view to display only assigned chats on the screen, making it easier to manage ongoing conversations and reducing clutter.
What do you dislike about the product?
The workflows are harder to customize and require developer intervention in most use cases. It could be useful if the no-code workflow builder is improved. When setting up escalation routes and complex flows with multiple stakeholders, the workflow builder had limitations that required API integration to allow it to route to various departments and agents.
What problems is the product solving and how is that benefiting you?
I find FreshChat effectively manages communication across multiple channels in one inbox. Its clean UI and round robin feature simplify handling chats, reducing clutter and improving workflow. It's easy to set up and lets agents focus only on assigned chats, making tracking ongoing conversations simpler.
Robust Chat Features with Room for Improvement
What do you like best about the product?
I use FreshChat for live chats with our customers, and it really allows us to communicate better and more efficiently. I like the robust features, including the ability to see read receipts, have canned responses, live translation, and auto-assignment of chats. The initial setup of FreshChat was pretty easy, and I appreciate that it was part of the omnichannel package that included Freshdesk, Freshchat, and Freshcaller, especially considering the price.
What do you dislike about the product?
I don't like the lack of customization with the CSAT scores, that needs to be majorly updated.
What problems is the product solving and how is that benefiting you?
FreshChat enables us to communicate with our customers live for quicker responses compared to email, enhancing efficiency with features like read receipts, canned responses, live translation, and auto-assignment.
FreshChat: Easy to Use but Could Use Better Analytics
What do you like best about the product?
FreshChat makes customer communication feel effortless thanks to its clean, intuitive interface. Being able to manage conversations across multiple channels—email, chat, and social media—from a single dashboard is a major time-saver and keeps everything organized in one place. The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents.
What do you dislike about the product?
FreshChat can feel somewhat limiting when it comes to more advanced customization. Its reporting and analytics also come across as fairly basic compared to competitors, which makes it harder to pull deeper insights from customer interactions. On top of that, the mobile app experience isn’t as smooth or consistent as the desktop version, and occasional notification delays can lead to missed messages.
What problems is the product solving and how is that benefiting you?
FreshChat helps us centralize all customer support conversations in one place, which removes the chaos of juggling multiple communication channels separately. The automated chatbots can handle common questions right away, cutting down response times and allowing agents to focus on more complex issues. Overall, it has noticeably improved our team’s productivity and boosted customer satisfaction.
Streamlined Chat Management with Robust Features
What do you like best about the product?
I find FreshChat incredibly helpful for managing customer conversations across multiple platforms by bringing everything into a single dashboard. It helps our team respond quickly, avoid missing messages, and maintain better organization. I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling. I also like the shared inbox and team collaboration features that allow multiple agents to work together efficiently on conversations. The feature of tracking customer chat history is particularly useful for resolving queries. The initial setup was easy and straightforward, and the onboarding team was helpful in explaining the features and options.
What do you dislike about the product?
When the volume is at peak, it may affect the performance, causing delays in chat. Reporting and analytics need customization, and agent performance reports need improvement. Reports are not fully real-time, which impacts monitoring live performance during peak hours. The customization options for the dashboard need enhancement.
What problems is the product solving and how is that benefiting you?
FreshChat resolves customer conversation management across platforms by unifying them into one dashboard, improving fast response and organization. Its automation and chatbot handle repetitive queries, shared inbox and team collaboration enhance efficiency, and chat history tracking helps solve customer queries.
Easy to use for managing conversations and tickets with customers
What do you like best about the product?
The main use I give it is to generate conversations and tickets with my clients. So, its ease of use is what I benefit from the most.
What do you dislike about the product?
Perhaps the learning curve is a bit slow, but generally everything is fine.
What problems is the product solving and how is that benefiting you?
As I mentioned, it solves the accumulation of messages with clients since with chatbots it is more autonomous.
Efficient Real-Time Chat Management
What do you like best about the product?
It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick response times.
What do you dislike about the product?
One drawback of Freshchat is that reporting and analytics can feel limited at times, and certain automation workflows require additional setup to function smoothly.
What problems is the product solving and how is that benefiting you?
It solves real-time customer communication challenges by centralizing chat interactions and providing visibility into agent performance. This helps me manage workload effectively, ensure faster responses, and maintain better service quality.
Easy-to-Use Live Chat Tool That Improves Customer Communication
What do you like best about the product?
What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handle multiple conversations at once without feeling overwhelmed. I also appreciate how well the conversations are organized, and how quickly I can respond using saved replies. Another big plus is the integration with other Freshworks products, which keeps customer information and past interactions easy to access in one place.
What do you dislike about the product?
While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that some of the more advanced capabilities—like deeper customization options or more robust analytics—feel somewhat limited unless you’re on a higher-tier plan. These aren’t major issues, but they’re areas where the product could improve and feel more consistent.
What problems is the product solving and how is that benefiting you?
Freshchat helps streamline real-time customer support by bringing all live conversations into a single platform. Before using it, managing chats across different channels felt disorganized and inefficient. With Freshchat, I can respond faster, conversations are tracked more consistently, and collaboration within the team feels smoother. As a result, response times have improved, fewer messages get missed, and the overall customer experience is better. Overall, it’s a reliable tool that makes customer communication more structured, clear, and manageable.
Powerful AI Chatbots & Synced CRM, But Mobile App Needs Improvement
What do you like best about the product?
1 AI powered Chat bots, help in time saving and efficiency.
2. CRM and integration are synced which helps in data & lead management
2. CRM and integration are synced which helps in data & lead management
What do you dislike about the product?
Faced a lot issues with the mobile apps.
Some functions does not work for n app as compared to website
Some functions does not work for n app as compared to website
What problems is the product solving and how is that benefiting you?
Fresh hats has helped me with time management as and response time. As all social channels are integrated on one platform.
All-in-One Messaging Platform That Streamlines Customer Support
What do you like best about the product?
Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That means no jumping between tools to respond to customers. Freshchat gives meaningful metrics—like first response time, resolution time, agent productivity, and customer satisfaction—that help teams improve support performance. Agents see order history, user properties, and previous conversations right in the chat window, which speeds up resolution and personalizes interactions
What do you dislike about the product?
While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in tools like Intercom or Zendesk. As you add more team members, channels, and automation features, costs go up quickly—especially for startups or smaller teams
What problems is the product solving and how is that benefiting you?
Support messages come in from multiple places—website chat, in-app messages, WhatsApp, Facebook, email, etc.—and teams struggle to keep track. Freshchat pulls all these into a single inbox with context, so agents don’t miss messages. Agents spend too much time answering the same basic questions (e.g., “Where’s my order?” or “What’s your return policy?”). Predefined answers, canned responses, and automation handle routine queries
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