Freshchat Reviews

Pros
Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.

Cons
Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.

Rating breakdown

Likelihood to recommend: 5/10

Pros
Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

Cons
Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

Rating breakdown

Likelihood to recommend: 6/10

Pros
The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.

Cons
Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

Rating breakdown

Likelihood to recommend: 9/10

Pros
I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.

Cons
It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!

Rating breakdown

Likelihood to recommend: 7/10

Pros
Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Cons
The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

Rating breakdown

Likelihood to recommend: 9/10

Pros
Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!

Cons
We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item

Rating breakdown

Likelihood to recommend: 10/10

Pros
The tool is pretty simple and easy to understand

Cons
I found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

Rating breakdown

Likelihood to recommend: 8/10

Pros
It's well-balanced and not expensive, unlike alternatives. We trialed with other solutions but after we used free version for a while, decided to go with them. We also use Freshsales and both solutions integrate well.

Cons
No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.

Rating breakdown

Likelihood to recommend: 10/10

Pros
The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.

Cons
It isn't very easy to search through old conversations.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help. UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.

Cons
This used to be included in the fresh desk plan but is now an additional purchase.

Rating breakdown

Likelihood to recommend: 8/10

Pros
All required options are available. Reports and dashboard features are good.

Cons
Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Rating breakdown

Likelihood to recommend: 6/10

Pros
- Greatly helps in talking to our customer via the application - They provides iOS, Android and Web SDK to integrate in all platforms - Channels are great, so we can send like a notification to users - Tagging each users with custom fields is great

Cons
- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.

Rating breakdown

Likelihood to recommend: 7/10

Pros
I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Cons
Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Rating breakdown

Likelihood to recommend: 2/10

Pros
One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!

Cons
Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.

Rating breakdown

Likelihood to recommend: 7/10

Pros
Really enjoyed learning about the software as soon as I signed up for the free trial. I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Cons
Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!

Rating breakdown

Likelihood to recommend: 10/10

Pros
I like the way it integrates with wordpress. Easy to manage by my clients. Connection with FreshDesk.

Cons
Nothing so far that i did not like in the app.

Rating breakdown

Likelihood to recommend: 8/10

Pros
This software is my first choice to integrate chat script on my website. They have heft list of feature and free plan as well. You can easily change the background image and add questions for chatbot as well.

Cons
I found all the options I need to set up chat tool for my website. So, there is nothing which I like leas about this software.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day. The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

Rating breakdown

Likelihood to recommend: 8/10

Pros
It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons
Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time. Documentation is poor - they have a page that tells you to copy some code. There is no link to the code! Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears) Making changes mainly requires you to add additional code to the site instead of in the settings.

Rating breakdown

Pros
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.

Cons
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.

Rating breakdown

Likelihood to recommend: 0/10

Pros
It’s UI is incredible, super easy to use but with all of the features you would expect and more!

Cons
I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Looked nice.. that's about it.

Cons
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.

Rating breakdown

Likelihood to recommend: 1/10

Pros
Easy to use Low cost Nice design

Cons
Can't set out of hours No mobile app

Rating breakdown

Likelihood to recommend: 8/10

Pros
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.

Cons
I honestly can't think of any from the customer side of things. I don't know on the other side.

Rating breakdown

Likelihood to recommend: 7/10

Pros
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.

Cons
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.

Rating breakdown

Likelihood to recommend: 8/10