A great way to connect to customers

What are the best aspects of this product?

The process is well thought of. FAQs can be handled by the bot. Second-tier questions can be forwarded to our frontline support. For more complex issues, they can be escalated to our veteran agents or directly to the expert in the team. What is different with chat, it adds this personalized layer to the whole conversation. Our support agents are establishing a relationship in ways that are difficult with email.

What aspects are problematic or could work better?

I have no complain about Freshchat. I'll probably try their CRM and see how native integration works. I think the chat app is a good foundation to build the vendor's tech stack.

What specific problems in your company were solved by this product?

Our support team is more engaged. Our customers are happier when their issues are resolved fast. The bot and knowledge base helps a lot to offload tickets from our on-deck agents. Overall, our customer satisfaction rating is likely to improve.

Are you a current user of this product?

Yes