FreshChat Reviews

We have two departments that use Freshchat and have different requirements. We use chatbots to identify what the customer needs and direct that customer to the correct department. This ensures that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely manner when the customer is then connected to an agent.

Freshchat directs the customer to the correct department. It allows customers to search through our FAQs using keyword search and creates a conversation for each chat or call.

The integration capabilities are valuable because Freshchat seamlessly integrates with other tools like Freshdesk, WhatsApp, and Instagram, making cross-platform communication more efficient. The Intelliassign feature helps in assigning chats to agents swiftly, hence improving workflow and productivity significantly.

The initial setup is not very clear, especially the Not Freddy AI setup, which is linear.

I have been using it for 5 months.

We previously used Freshdesk. We switched because Freshchat is more flexible, easy for chat communication, and better at creating conversations for e-commerce support.

After integrating Freshchat, we managed to reduce agents' first response time by 43%. It's a great tool that enables the creation of chat and voice conversations between agents and customers.

We also considered Zendesk Sell, Freshservice, and Freshsales.

Freshchat automation allowed us to provide 24/7 support without increasing headcount.

FreshChat serves as our communication software for engaging with end-users and customers as a conversation engagement solution across multiple channels including web chat, email, phone, and social platforms such as WhatsApp. Everything is managed centrally through FreshChat, functioning as a centralized repository.

Our customers contact us via different channels including emails, phones, web chat, and social channels such as WhatsApp. All customer interactions are managed centrally through FreshChat, enabling our team to engage with customers while saving significant time. FreshChat provides a comprehensive view of each customer's conversation history and relevant information, making it easier for our agents to communicate with them and enabling them to provide a personalized experience.

The screen sharing feature and the native AI-powered chatbots that can be built with no-code using FreshChat are two great features.

With the ability to screen share, we can take control of the customer's screen when we are assisting them. If they are on their mobile device or system and experiencing trouble with our product, we can quickly ask them to share their screen so that we can take control and address the problem. This way, customers do not have to do anything themselves and feel more comfortable knowing that their problem is solved, and we gain a lot of trust from the customers. Using this specific feature alone, we have been able to increase our adoption by 30%.

With the introduction of FreshChat, we have seen a reduction in overall time for our work, and our entire workflow has become much more efficient because it is a centralized platform that enables us to serve customers across different channels via FreshChat itself. We have seen an increase of approximately 20% in our overall efficiency after the introduction of FreshChat.

The 20% efficiency increase is a combination of response time and the number of cases handled. Earlier, before FreshChat, we were not able to handle many cases simultaneously because everything was on different platforms. Previously, if we were able to handle only three to four conversations per day, now we are able to double that and handle eight to ten conversations per day. We are also able to give customers a quicker response time.

FreshChat's mobile application is not very good and needs some work. Apart from that, there are no issues with FreshChat, as everything else is great, including the customer support and the UI.

Notifications are not being received, and everything is cluttered in the mobile application. These areas can be improved.

FreshChat has been used for 15 months.

Everything is great with FreshChat, and I hope it continues.

For those handling a lot of customers who want to satisfy them equally, I would definitely recommend investing in a solution such as FreshChat because it gives a holistic view of customer data and enables the delivery of a personalized experience, which is what all customers require in today's business environment. This review receives a rating of 9.

We are using FreshChat for its live chat feature and AI chatbot functionality. When a customer contacts us, they can interact with FreshChat's live chatbot first. Through this interaction, we gather their primary requirements, identify what problem they are facing, and then direct them to an agent who can conduct live chat with the customer and provide a resolution.

FreshChat serves our B2C product where certain specific types of users come to our app. We can customize FreshChat's AI chatbot to ask relevant questions to customers so that we can gather more accurate data for our agents.

FreshChat's best features include its AI chatbot, which is excellent. It provides quite good scaling capability and modularity that we can customize for our particular use case.

FreshChat has helped us better understand our customer base and provide quick resolution to them. Currently in our beta stage, FreshChat provides pretty accurate and reliable output. The chatbot is almost always accurate in gathering customer information and identifying their main pain points.

FreshChat could have a more robust documentation system that would help developers better integrate the platform. Implementation is quite challenging, and some cross-functional capabilities could be improved.

Currently this feature is in beta stage in our organization, but we are assuming that it will significantly help reduce customer chat response time and our reliance on human agents will be reduced drastically.

FreshChat's governance and security appear to be standard. The security aspect should be standard, similar to other companies that provide these features. I have not given much thought to the governance and security aspects.

FreshChat is a good product that organizations should try out if their use case involves building a custom AI chatbot for their application. FreshChat provides all the tools and features required for this purpose. I would rate this product a seven out of ten.

Private Cloud

Amazon Web Services (AWS)

We are searching for chat-related features in my application named StoryZ, and we are evaluating FreshChat along with some other SDKs. The main use case for FreshChat is user chat and messaging. We have a community feature in my application, so we want to provide chat functionality to users so they can chat with each other and share their designs. Our application is for animating photos, so users can share their creations with other users and communicate with each other. This is why we want to provide chat features.

Creating the chat feature from the initial level is too time-consuming and costly in terms of development. We want to explore running SDKs such as FreshChat. It can save about one week and resources as well. Live chat and messaging are the best features FreshChat offers based on my exploration so far.

For my application, FreshChat serves as an interface, but for me it is an interface for users to communicate with each other rather than a chatting functionality in the traditional sense.

I rate it eight because I used some part of the chatting features and the features they provided are quite good. However, some integration documentation is a bit confusing, which is why I have rated it an eight rather than ten.

Not yet.

In the past, around three or four years ago, we used Slack for chatting in other organisations. However, in the current organisation, we do not want to start with a fresh chat implementation, so we are looking for SDKs.

I am still in the process of evaluation. FreshChat is the first SDK we are exploring and we will explore more before we can decide.

I am exploring right now but have not checked certain aspects. I think we can add that in the future and will explore it then. We have not implemented it yet, as we are still in the exploration phase. So far, based on my exploration, it is good and I do not feel any improvement is needed at this moment.

Public Cloud

Amazon Web Services (AWS)

I am exploring FreshChat for one of my QSR projects because I want a chat feature, and I have finalized FreshChat to start. I am currently about to get approval on that.

For my QSR application, I want chat support with an AI-based, predefined AI chatbot feature and a live chat feature. For these two purposes, I have chosen FreshChat to quickly integrate it.

In my QSR application, users explore the menu, place an order, and if they want to track the order or there is any delay in receiving it, they can go into the support chat. Initially, users receive some predefined chatbot messages such as "your order is in progress" and "you will get your order in some time." If the user is not satisfied, they may switch to live chat.

The best features FreshChat offers are the live chat and the chatbot, which is what I am approaching it for.

I explored exactly what I wanted, which is the chat feature and support, so I explored two parts of FreshChat.

FreshChat will definitely reduce my implementation part, and I have a ready-to-use chat feature where I can have live chat and the chatbot to give quick support for my application.

I have been working in the current field for eleven years. If I were building an end-to-end live chat or chatbot, it would take around two to three months to implement. However, if I use FreshChat directly, it will hardly take one to two days to implement. It is easy to implement and easy to use.

I am satisfied with FreshChat as I have explored only two features and am not the right person to raise any improvements.

I have been working in the current field for eleven years.

I am using FreshChat for two purposes only: the AI chatbot and live chat. FreshChat has many features I could explore, but I have explored only chat and AI chatbot for now.

Regarding FreshChat's AI capabilities, I think its governance and security are definitely secure and it is easy to use. As far as I have explored, I would say it is good and more reliable, and I found a better result in Freshdesk.

If you want a quick, ready-to-use chat plus AI bot, you should use FreshChat. I would rate this review an eight out of ten.

On-premises

Other

FreshChat is our preferred platform for engaging with clients and communicating with stakeholders and partners. It serves as our conversational intelligence platform for receiving queries, communicating, and engaging with all our clients, partners, and stakeholders in a comprehensive and encouraging manner.

A recent example of how we use FreshChat with our clients or partners is across our departments. In the department involved with project execution and management, we use FreshChat to communicate with clients and partners. Project implementation requires intricate planning and brings all participants, including employees, clients, and partners, together. FreshChat helps us unite them and provides various channels to communicate with, streamlining and reducing implementation complexity.

Additionally, we use FreshChat to reach out to new and potential clients. It offers a number of ways to conduct cold calling, which applies to our sales and marketing process.

FreshChat offers several features that prove valuable to our organization. First, it offers multi-channel communication, allowing us to communicate with clients through email, phone, or live chat. These alternatives ensure that clients or participants can reach us, even if they cannot access one platform.

FreshChat is an AI-powered platform with a chatbot known as Freddy AI, which automates the entire process and ensures that customer service and engagement runs around the clock. It offers automated responses to simple queries and other issues that do not require significant human intervention. FreshChat is a scalable platform with premium versions and free plans, allowing us to switch from free to paid as we grow and engage with more customers, making the entire process intuitive and engaging.

A specific example of how Freddy AI helped us is in streamlining responses. We use it as a ticketing system, helping us ticket queries and forming the first point of contact with customers who are taken through a series of steps to describe their problems. Due to its automation abilities, the AI can classify queries from urgent to non-urgent, answering the simple ones while assigning complex ones to our human workforce for customer service, keeping the entire process in order.

FreshChat can be improved in several areas, specifically regarding the learning curve. Some users who are not well-versed in technology may find it complex to use and feel intimidated by the automation. Training and orientation could help alleviate the fear of adopting new technology.

Another area for improvement is that over-reliance on the chatbot sometimes makes clients feel out of touch with the company. We have observed that some customers request not to engage with the chatbot. If there could be a way to integrate the chatbot and human intervention, it would help clients feel more connected, as some require a human touch and feel that the chatbot's responses lack depth.

I have been using FreshChat for three years.

FreshChat has brought considerable impact to our organization. It helps keep our customer base happy because when clients and partners feel neglected, it could lead to loss. FreshChat enables us to connect and solve their queries promptly, making them happy, and a happy customer base means more business. It has also saved us time and money by executing workloads equivalent to what four people can handle, thus conserving our resources.

Regarding specific numbers for time and cost saved, I can highlight a scenario where in a normal customer engagement situation, an issue may take a week or more due to back-and-forth engagements with our human workforce. With FreshChat, a simple query can take merely a day to solve, saving us considerable time.

Furthermore, FreshChat offers affordability through free plans, which help small startups and businesses take advantage of the platform to streamline their customer service process and journey, enabling them to grow their numbers and metrics and become profitable.

Regarding accuracy and reliability, FreshChat is straightforward from deployment to actual usage and continuous renewal. We have not encountered any reliability issues, as it is accurate and delivers what is required, primarily powered by its AI capabilities and integrated chatbot.

FreshChat is a reliable platform that is secure and affordable, streamlining the entire customer service delivery process. It enhances the productivity and innovation of customer service agents by providing guidelines and a blueprint for engagement, ensuring timely responses to clients.

FreshChat is an easy-to-use platform that integrates well with other third-party platforms, offering a comprehensive user experience. If you acquire it, you will not regret involving it in your communications with clients and partners. I would rate this product an 8 out of 10.

FreshChat is deployed on-premises in our organization.