Freshdesk Messaging Review

PROS: We are impressed with Freshchat's user interface. The functions are thoughtful and rolled out very well. The support team's response is immediate and delightful.

CONS: Great if we'll be able to generate more advanced reports in the future.

PROS: It was very easy to set up on our website and has been a crucial tool that allows us to assist our customers in real-time.

CONS: None so far.

PROS: FreshChat by FreshWorks is one of the most outstanding communications platforms that bridges companies with their customers. It's fast and user-friendly. I also like its reporting system and that we're able to customize bots and integrate various systems.

CONS: Having fast internet helps resolve technical issues. We've also observed that bots need frequent updates during 'slow' hours to improve responses and avoid delays.

PROS: It's very user-friendly, with sophisticated UI and appealing design. The chatbot works well with customers' basic questions and instantly refers them to our agents with an integrated report and ticketing system. Freshchat was also able to effectively improve our customer experience through the image-, URL- and video-sharing function.

CONS: Not a huge issue, just that there were times the customer support was not able to respond in real-time.

PROS: Freshchat is a powerful program that provides various integrated functions, from multimedia chatting to answering basic Q&A on our website. It adapts to my team's work system and enables them to interact with each other and our clients while avoiding duplicate work, because of its organized ticket registration system.

CONS: It was tricky at first to adapt to Freshchat's functions, but customer support helped me through each issue.

PROS: Its chatbot is very easy to set up and integrate with our sales side which allows us to follow leads. The support team is always ready to help.

CONS: We wish we can turn on the chatbot when we use the away message function

PROS: No other chat function was able to provide the perfect balance between its capabilities and stability. Its notifications work in mobile apps, we can add emoticons and the file attachment function, and the FAQ is embedded within the bot.

CONS: The chat is already perfect, but it can be further improved by adding notifications for visitors who have already closed the page, as well as new messages in real time.

PROS: Freshchat lets me choose between creating or not creating a ticket when concluding a conversation with a customer. The data is also shown in an easy-to-understand layout, which makes integration go smoothly.

CONS: Amount offered in local currency would be fairer.

PROS: Freshdesk's chat integration function allows us to keep our responses convenient and conversational while maintaining the ticketing process necessary for our system.

CONS: We'd love for the API to allow automatic ticket assignments in the future, as well as a full Hubspot integration, which alienates my marketing and sales teams at the moment.

PROS: Freshchat is able to efficiently provide support for our users.

CONS: The free version is the most useful among other options. I look forward to using the pro version when I earn more.

PROS: Freshchat and Freshdesk's integration allows me to set up a customer-centric and optimized communication system with our customers. We have conversational chatbots that have a ticketing system, so it's easy to escalate issues when needed. It's also easy to track the team's projects and productivity, which gives us better insight. Also looking forward to trying out the campaigns’ function once we're ready.

CONS: My teams in marketing and services are looking forward to the time that both Hubspot and GIF are integrated into the chat tools.

PROS: It is an affordable solution to improved interaction with customers. It's so user-friendly and custom-fit to our customer requirements, that we were able to set up within the day. Its support is responsive 24/7. Being able to have the bots create a ticket for each customer issue and guide them through solutions with or without one of our team agents is a big highlight. It's also a useful way for us to gather feedback and further information from our customers for our constant improvement.

CONS: It would be even better if there's a way for us to avoid program lags and a much easier filter system that allows us to access our data history.

PROS: It gives our customers alternative ways of connecting with us vs email or phone call. Setting this up on our website was quick and easy, thanks to the support team.

CONS: It's easy to understand a new system once explained further, although it would be great for the rest of the team to be able to set up their accounts too.

PROS: Freshchat is an affordable and one-of-a-kind tool that easily enables smooth task organization and interconnected projects between our teams, partners and customers. There are an instant and direct connection between our customers and merchants via fluid management of questions and answers, which used to be an issue for our team in the past. The interactive functions of the messaging system even include GIFs and other image files, which helps make messages more clear. Having Freshchat linked to our various APIs also enable for stronger collaboration between teams.

CONS: Changing established work strategies could be avoided in the future by adding capabilities that allow Freshchat to adjust to our configurations when we need it.

PROS: 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.

CONS: 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.

PROS: We're able to get our web chat integration up and running with little trouble. There were some hiccups adding the code on my end, but vendor support was quick to help. I like it that the rep understood the context of my issue with little need to explain it. I was able to set up trigger messaging, which offloads much of the work required to sort tickets and leads. Another winning feature is the mobile version. My reps could be on the go and still be responsive to customer queries. There were some instances when we got more chats that my 2 reps on board could handle. I was out but I was able to handle some of the tickets. And I also like the custom-feel of the interface, we get to use our brand colors.

CONS: Nothing so far. As we grow the business, I might need more from this chat app like analytics. I'm sure to post my experience with this once we get to that point.

PROS: Freshchat is the only chatbot solution that offers the best UX and UI in integrations. It has a clean and simple look, and solve complicated issues in our business. Freshchat got everything covered, from FAQ, attachment capability, co-browsing, video attachment option, to many more options. It is even automated to show users’ image on Facebook. Highly recommended!

CONS: We just love using Freshchat, and I couldn’t find any reason to dislike it.

PROS: With Freshchat, I was able to exchange instant messages with my team and clients in real-time. It offers a comprehensive bot chat that gathers and records clients’ data, which is a true time-saver when those clients get back for another assistance. Answering has become easier. With Freshchat, we are able to stay out of our comfort zone and expand our customer base, offering improved services, and covering more fields than we used to.

CONS: I just wish Freshchat gives me the option to customize chat tags and categories and provides me options to adapt answers to customers’ FAQ.

PROS: Freshchat has made it easier for us to communicate with our customers because of its wide breadth of messaging capabilities. Its forums are a great plus for our business, too. Interaction with our customers has regularized and is more efficacious. Starting up the platform is a speedy affair whether on the computer or on a mobile device. Its synchronization with various social media platforms like Facebook, Twitter, and LinkedIn is greatly beneficial. The bots offered by Freshchat are most crucial in our support processes since they help resolve support tickets efficiently and rapidly.

CONS: Freshchat is an enjoyable tool to use because they adapt to my work. It is a comprehensive software tool that I can rely on to resolve our business's support needs.

PROS: The level of personalization this app has allowed us to do is amazing. We can set up triggered messages based on purchase stage, territory, product, etc. Even our sales team has been able to sort leads by sales stage and that has given them a major way to customize their pitch.

CONS: We're using an internal CRM and integration isn't that smooth. We'll probably shift our CRM to the cloud, as well.

PROS: The vendor’s offered solutions are useful, and all the problems we have are solved with ease, from support and customer engagement to lead management. They have a lot of options offered, and when you use them as one, they always provide the expected result. Easy to configure, intuitive, and functional – the software provided it all. It even comes with a mobile application.

CONS: The help desk is friendly, but I have a problem with their promptness. Perhaps there is a time zone issue, that is why it takes time for them to answer any of our questions and concerns on time.