Freshchat Reviews

Managing contacts is intuitive, and the platform provides a comprehensive overview with insights into every interaction with the chatbots. Users can access customization options everywhere and use recommended templates for fields and labels for specific inquiries and audience segmentation. With the option to create and personalize customer journeys, users guarantee that their clients’ experience is engaging and suits their behavior.

Unlocking insights is also easy, thanks to Freshchat’s analytics and reporting toolkit. Real-time metrics such as chat volume, response times, and customer satisfaction scores let businesses evaluate support operations effectively. Advanced reporting tools like trend analysis provide deeper information, refining customer communication strategies and fostering continuous improvement.

Whether you’re a small start-up or a large enterprise, Freshchat offers scalability and reliability to support the needs of every growing business. The platform is designed to handle high volumes of conversations without compromising performance, ensuring users can deliver timely and responsive support at any scale. Moreover, Freshchat’s cloud-based infrastructure ensures seamless updates and maintenance, maximizing uptime for uninterrupted customer service.

Freshchat simplifies creating chatbots with its intuitive builder and versatile chatbot elements. Users can add two main elements to their chatbot flows, which then allow for sending messages, multimedia content, user input, data storage, ecommerce actions, and much more.

While Freshchat primarily focuses on website integration with its chatbots, it also provides several customizable widgets and tools to enhance connections with customers across different channels and platforms.

The chatbot builder interface gives users a holistic view of their flows, facilitating easy navigation and flow management. Users can preview the chatbot before publishing, ensuring a flawless experience.

Incorporating conditions into chatbot flows enhances interactions with users through personalization. However, a notable drawback is that Freshchat can’t automatically transition to another type of chatbot conversation without input from the user. This potentially limits its scalability and may require manual content duplication across flows.

While Freshchat’s chatbot builder is user-friendly, mastering its interface might take some time due to its extensive features set. Some tools may seem hidden and are initially less intuitive, meaning that the platform has a long learning curve.

With its marketing-centric features, Freshchat offers everything from email journeys to bulk WhatsApp and SMS campaigns. These tools are designed for personalized communication and campaigns can be automated and triggered by specific events, boosting engagement and sales.

However, it’s Freddy AI that steals the spotlight to set Freshchat apart from the competition. Designed to elevate customer support and improve user experience, Freddy allows businesses to train their chatbots using knowledge-based articles, enabling them to provide automatic answers and direct customers to relevant resources.

Freddy AI can also serve as a valuable assistant to agents, improving productivity by offering text rephrasing, conversation summaries (even for calls), knowledge-based article creation, and sentiment analysis. From automating tasks to generating actionable and relevant insights, Freshchat’s AI capabilities provide invaluable support to businesses seeking to streamline operations and drive growth.

Freshchat’s built-in live chat tool provides the means to engage with customers in real time, but this is further extended by the provider’s dedicated iOS and Android apps. Helping agents stay connected and respond to customer inquiries on the go, these apps provide tailored features for mobile use, such as push notifications and real-time chat alerts.

Freshchat offers over 400 integrations in its marketplace to guarantee seamless connectivity with various platforms and apps. The platform integrates with other Freshworks products, including Freshdesk and Freshsales, creating a unified front for customer support and sales operations.

Freshchat‘s pricing is transparent and accessible, offering four distinct plans tailored to a variety of needs. From the free version up to the Enterprise subscription, each plan builds upon the previous one’s offering.

The free version is ideal for small businesses or start-ups, offering essential live chat for up to ten agents. For those seeking more comprehensive features, Growth is available from $19 per user per month. It provides enhanced capabilities for customer engagement, including access to all Freshchat channels, the marketplace, assignment rules, and several other tools.

Freshchat has a broad approach to customer support, with its live chat and ticket systems ensuring no question is left unanswered. The live chat agents proved both fast and helpful.

In addition to direct support channels, Freshchat provides access to an extensive knowledge base filled with comprehensive guides, step-by-step tutorials, and an FAQ. The company also shows its commitment to building a community with its forum, where users can seek advice, share insights, and collaborate with peers.