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Freshdesk Messaging Reviews
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Pros and cons
Pros
Cons
Seth H.
Muneeba F.
MB
Michael B.
Virginia G.
Shu S.
Bipin V.
76 reviews
Recommended
Don C.
Manager Food Services
Hospitality, 10,001+ employees
Review source
Transcript
Don: Hi, my name's Don, I'm a copywriter. I give Freshchat a four out of five star rating. For more reviews...
Bipin V.
Verified reviewer
Computer Software, 11-50 employees
Used daily for 6-12 months
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It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details.
There are numerous things like: - Poor on-time notifications of web visitors. - Take almost 10 secs to the chat box to appear after initializing a chat. - Difficult to transfer chat. - Really bad customer support.
Anonymous Reviewer
Verified reviewer
Cosmetics, 11-50 employees
Used daily for less than 6 months
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Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites.
It’s UI is incredible, super easy to use but with all of the features you would expect and more!
I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for less than 6 months
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Freshchat is helping our clients or the website visitors to contact us without them calling us or sending us emails.
Ease to get leads or stay connected from our website. Any visitor on our website can communicate to us very easily.
Need to improve on some features and stay competitive in market.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for less than 6 months
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Its integration with our freshdesk was easy and very easy to use and administer.
Easy to use and configure and integrate with other products like freshdesk.
the solutions do not open in a new window and it only opens in half the screen when maximized.
Anonymous Reviewer
Verified reviewer
Computer Software, 1-10 employees
Used daily for less than 6 months
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Recently switched to Freshchat and can definitely recommend it. The tool is simple and does the job the way you want it to do ! The automations are decent.
It lacks integrations with other tools but they will get there.
Aaron S.
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None, just a waste of my time.
Looked nice.. that's about it.
Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes. The support told me to check my settings, still didn't work. Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in? BUYER BEWARE - what a joke.
Anonymous Reviewer
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 6 months
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It's a Really good experience.
Really easy to use and has a lot of basic features. it can be easily embedded to any website.
the higher plans are too much expensive.
Kevin P.
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An easy and effective way to add chat facility to your online shop or website. Dealing with customers is simple enough, with an easy to use interface for both sides and the facility for customers to leave out of hours messages. My only gripe is that there's no way to set office hours so the icon could switch automatically to the "leave a message" version when we close for the day.
Easy to use Low cost Nice design
Can't set out of hours No mobile app
Dennis S.
Verified reviewer
Information Technology and Services, 1,001-5,000 employees
Used monthly for 1-2 years
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Its fascinating to know one can incooporate a bot in this chat to take care of FAQs
Chat transcript on mail Tickets raised from the chat where necessary Intergration with multiple applications
Its a great tool but sold as an addon for the fresh service when it shiuld have been bundled up as one product for fresh service customers.
Analise F.
Verified reviewer
Consumer Services, 51-200 employees
Used daily for less than 6 months
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Ease of use is the best feature of Freshchat.
Sometimes chats disappear from the panel before I am able to tag them.
Joseph A.
Verified reviewer
Retail, 1-10 employees
Used monthly for less than 6 months
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I've used this chat service on multiple occasions on a specific website when order bulk items. The chat experience has always been the same, which is nice. It is simple to see where to click to open the chat, there is an option to minimize the chat window. It's easy to know when you are getting a response. I've had a good overall experience.
It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.
I honestly can't think of any from the customer side of things. I don't know on the other side.
Anonymous Reviewer
Verified reviewer
11-50 employees
Used weekly for less than 6 months
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The UI is refreshing and usage is quite easy. It is easy to get started and the simplicity of the UI allows to learn the functionality easily. Sincerely saying, I haven't tried many other chat tools but I can vouch that this is one of the good ones.
Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.
Anonymous Reviewer
Verified reviewer
Computer Software, 11-50 employees
Used monthly for 6-12 months
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All in all, a well rounded live chat tool for sells and support. Well integrated with other Freshworks tools.
Superb as a customer support tool for quick communication with clients. Both to provide information and to resolve issues. Can be integrated with FresDesk for a top of the line combination!
More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.
Jessica P.
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They have a free plan which is pretty good but keep in mind, if you are chatting with customers at scale, their feature set is very limited. I would definitely keep them in mind because their products do mature quickly but at this time, they don't have the number one product on the market. But it is free so it is a great start.
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Johan L.
Marketing and Advertising, 1-10 employees
Used daily for less than 6 months
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Overall experience? Wasting time
It was cheap, good for start. Features was good.
- Slow response Customer Support - When it comes to troubleshoot you will waste lot of your time to figure it out - I believe many user will not continue after the trial - The customer support is lack of knowledge
Jacob P.
Verified reviewer
Used weekly for less than 6 months
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Lost a few customers
Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries
That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.
Anonymous Reviewer
Verified reviewer
Retail,
Used weekly for less than 6 months
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I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.
There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.
Pekka L.
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We've been using other Fresh* -products for a couple of years. Freshchat has not yet been implemented/in use, but our experience with Freshsales/Freshdesk is so good, that I can recommend this product as well
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Gualter A.
Verified reviewer
Information Technology and Services, 11-50 employees
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Easy of use and to setup. Documentation is there to help you
Customer support is a bit basic. Had a bit of trouble communicating with them
Pratik P.
Internet, self-employed
Used other for less than 6 months
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Sales improvements
I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!
The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.
Karthik N.
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Smooth sailing all the way! we have been using freshchat since their beta days and we have never encountered a problem till date. Its easy to use and integration was super simple!
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Albert Z.
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To this time it serves our needs well. Didn't have any problems with it since we are using it. It is a nice product.
No pros were added to this review
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Anonymous Reviewer
Verified reviewer
Information Technology and Services, 11-50 employees
Used weekly for less than 6 months
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Great tool for live chat, both for support and sales.
Not the easiest to set up custom workflows
Anonymous Reviewer
Verified reviewer
Used monthly for less than 6 months
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Its design is very attractive which customer finds it easy to use. It give us leverage when communicating with the customers. Added information regarding the customers are also very helpful on giving us an idea how to handle/communicate. Easy to setup. With offline mode.
Message notification from customers can be improved. Customer service sometimes missed messages due to this.
Magnus H.
Verified reviewer
Motion Pictures and Film, 51-200 employees
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