Avis clients sur Freshchat

Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly

The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey

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.

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.

Cheap and affordable pricing
Design is good

Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often.
They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open

Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.

Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.

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.

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.

Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.

My biggest gripe is that the notification is not up to standard. Unless your on one of the Fresh suite the popup does not appear when a new chat comes in. This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you.

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.

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!

Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.

I don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type.

Freshchat is great messaging software we can integrate in websites. it works as sales bot, and build great relationship between customer and organization.it can help in campaigns that will increase sales.

Not really con, but sometime it takes little time to respond, and for free-trial period I think there is no 24X7 customer care.

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!

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

The interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.

Hopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.

My experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations.

My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.

Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software.
Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making

The AI system was a bit confusing for starters

- Professional (why do so many chat apps look so childish?)
- Free tier (that is actually useful and doesn't impose ridiculous limits)
- Amazing support (even on the free tier, the team go above and beyond)

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

We have integrated freshchat with our ticketing system and when we end any conversation on chat, we convert it to a ticket and the followup or mark this ticket as resolved and get customer feedback on our ticketing system.

There are very few details that are being fetched by freshchat from out Saas based application which puts us 1 step back and we have to initiate the chat with asking about the primary information like name, email, company name etc.

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.

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

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!

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.

It's a very nice looking interface and aligns with our branding

It's prone to bugs and very frequently would stop working and the widget disappear

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

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.

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

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.

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.

Ease of use is the best feature of Freshchat.

Sometimes chats disappear from the panel before I am able to tag them.

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.

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