TrustRadius: an HG Insights company

Freshchat

Score8.9 out of 10

92 Reviews and Ratings

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What is Freshchat?

A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.

Categories & Use Cases

Media

Screenshot of Channel Freedom: The interface to engage customers on the channel of their choice
Screenshot of Unified Agent Workspace: Equips agents to deliver personalization at scale
Screenshot of Admin and Analytics: These drive informed decisions to help business scale

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Screenshot of Channel Freedom: The interface to engage customers on the channel of their choice

Key Features

Learn about the best (and worst!) features Freshchat has to offer, as determined by TrustRadius' reviewers.
Based on 92 ratings of Freshchat's features
View all features

Top Performing Features

  • Chat history and transcripts

    Enables users to visualize past conversations and notes.

    Category average: 7.9

  • Chat reporting

    Standard or customizable reports with user engagement metrics.

    Category average: 7.6

  • Chat and web analytics

    Analytics that enable the tracking of user website visits and chat box interactions.

    Category average: 7.5

Areas for Improvement

Most Frequent Users

Top 3 industries using Freshchat
Based on HG Insights installation data
View all Reviews
#1 most frequent

Professional, Scientific, and Technical Services

10.3%

423 installations of 4,119

#2 most frequent

Information

8.6%

356 installations of 4,119

#3 most frequent

Retail Trade

6.8%

279 installations of 4,119

Reviews

What users are saying about Freshchat.
View all reviews

Experience of Integrating Freshchat and Multiple Cloud Telephony System.

Incentivized
Bharath Raguraja
Senior Software Developer in Information Technology at Sandeza.ai (11-50 employees employees)

Use Cases and Deployment Scope

We do seamless Integration with FreshChat and Cloud Telephony System. To increase agent productivity and first-call resolution.

Pros

  • It will create a conversation for each chat or calls.
  • The agents can easily resolve the issues via the conversations.
  • We can customize the call fragments and bubbles for those who answered the call and the agents who handle it.

Cons

  • The Bot Freddy Ai setup is simple and linear.
  • No native support for advanced flows, such as multiple variables or integration with external variables.
  • Enhance bot workflows with visual drag and drip filter.

Return on Investment

  • After Integrate Freshchat we reduce agents first response time by 35%.
  • FreshChat automation allowed us to 24/7 support without increasing headcount.

Usability

Alternatives Considered

Freshdesk, Freshsales, Freshdesk Omni, Freshservice, Zendesk Suite, Zendesk Sell and ServiceNow IT Asset Management

Other Software Used

ServiceNow IT Asset Management, Zendesk Sell, Zendesk Suite, Freshsales, Freshdesk, Freshservice

Convenience excellence.

Incentivized
Mohammed Alhassan
Lead System Admin in Information Technology at THIQAH (501-1000 employees employees)

Use Cases and Deployment Scope

We use Freshchat to listen to our customers' issues and problems and forward their concerns to the required support team, which can help address and resolve their issues. We integrate it with Freshdesk and even use the bot to raise service requests or report incidents of customers additionally freddy bot is providing ai enhanced bot experience

Pros

  • Easy access and integration with WhatsApp or using it from the user portal are seamless.
  • Very fast, no delay in response and everything happens in real-time.
  • Multi-functions (user portal, WhatsApp integration, AI bot setup). Multiple options are always good.
  • great analytics and reports of all interactions in including agents response time

Cons

  • Bot integrations can be improved to be easier to implement.
  • More fonts should be supported.
  • A media library for users in chat to have a reference for their attachments.
  • affitional chat window customizations

Return on Investment

  • Increased the support satisfaction survey by 30%.
  • Reduced load of work for Agents by 40%.
  • Helped automating more than 20 services.
  • increased productivity and time of resolution for employees incidents

Usability

Other Software Used

Freshdesk, Freshservice

Efficient and userfriendly, but room for improvement in advanced automation

Incentivized
Ikbal Ahmed
Operations Analyst in Customer Service at Mama money (51-200 employees employees)

Use Cases and Deployment Scope

We use Freshchat mainly for WhatsApp support channel. Our team handles customer interaction through live chat and provides instant support to our customers' queries with efficiency with minimum effort. Freshchat allows us to handle a large number of interactions and provide support timely. It helps us reduce wait time by managing multiple conversations simultaneously. The ability to classify chats based on the support a customer needs helps us assign chats to the right teams for first-contact resolution. Also with advanced automation and the canned response feature, we can automate repetitive tasks and manual efforts. Overall Freshchat enables us to enhance our customer service by allowing over 20 agents to use the platform to manage hundreds of interactions daily.

Pros

  • Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
  • Automations 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 response helps us use templates for generic and commonly asked questions.
  • Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.

Cons

  • Inbuilt automation: 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 like ability to add labels to chats based on conditions.
  • Complex bot builder. The bot builder is powerful no doubt but it can be made simpler with the capability it has now.
  • Third party app integration: We tried integrating with Slack and that was a nightmare. Even after spending so much time talking with customer care we still couldn't achieve what we wanted. Also other integration can be improved.

Return on Investment

  • Increased efficiency and reduced response time: With the help of automation tools agents can manage multiple conversations simultaneously which can reduce response times and resolution time leading to more customer satisfaction. Since we implemented Freshchat we managed to achieve CSAT ratings above 80%.
  • Improved team productivity. With the help of tools like internal notes and chat routing agents can collaborate within the team and improve team productivity. While agents can handle more conversations in a shorter time and team leaders can also monitor and manage performance. I can say our team's productivity increased by at least 30% since we have Freshchat implemented. Where our competitors handle same number of conversations with almost double the team size.
  • Bot capacity to handle complex queries. Companies would save more if the bot could handle more complex queries and hand over less interaction to human agents.

Usability

Alternatives Considered

Zendesk Explore, Slack and Freshdesk

Other Software Used

Slack, Zendesk Explore, Zendesk Suite

Freshchat took communication with customer to next level for our business

Incentivized
Vaibhav GawandeView profile
Business Development Manager in Marketing at Bestosys Solutions Pvt Ltd (1-10 employees employees)

Use Cases and Deployment Scope

We use it as our CRM, lead capture from website, social media, WhatsApp and email marketing, we created workflow to automate our communication with our customer

Pros

  • WhatsApp Marketing
  • Lead tracking
  • Customer Follow up

Cons

  • Analytic Matrix by default doesn't show the recipients details, we need to put additional filters to see desired data
  • WhatsApp Message Delivery is not 100%
  • Support can be better, for a small query we have to wait for few days for agent to reply over email and do it's resolution

Return on Investment

  • Definately positive, today we closed a deal for prospect in Dubai, have been following up for months, it helped us in follow up automation,
  • It has automated our repeative work over WhatsApp and email
  • Our all new financial year campaigns are lined up, we are excited to use Freshchat for revenue growth

Usability

Alternatives Considered

TeleCRM and Zoho CRM

Other Software Used

Calendly, TeamViewer, Bigin by Zoho CRM

Chat service which is easy to set up even without dev knowledge

Incentivized
Verified User
Strategist in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

We have two departments that use chat and have different requirements. We use the chatbot to identify what the customer needs and directs 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.

Pros

  • Allows customers to search through our FAQs using keyword search.
  • Directs the customers to the correct department.
  • Easily customisable

Cons

  • The initial set up isn't so clear.
  • Supporting documentation isn't the best, but Freshchat did allow me to connect with one of their agents to assist me.
  • An annoying thing is the holidays that are preset into the Business Hours. Maybe a user flag once a year has been done to remind the user to review these, as they do not change themselves into the new year, they keep the previous years holidays until you delete them and reload.

Return on Investment

  • Sometimes chat wouldn't appear on the website, and we couldn't figure out why, then realised it was due to a past year's holiday that still remained in the system. This would mean we may take a hit on staff resource, which Freshchat could usually handle with guiding customers to Self-Help.
  • Obviously, the reverse of that is when it is on and works, it saves resources. Leaving our customers either happy or able to still connect with an agent if they can't find what they are looking for.

Usability

Other Software Used

Atlassian Jira, Horizon

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