Freshchat

Logiciel de chat en ligne pour la messagerie moderne

Note globale

4,0 /5
(90)
Rapport qualité-prix
4,0/5
Fonctionnalités
3,9/5
Simplicité d'utilisation
4,2/5
Support client
3,8/5

77%
des utilisateurs recommandent cette application
Classer par

90 avis

Farrah
Note globale
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

FreshChat - really easy to implement

Publié le 06/09/2019

The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable

Avantages

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

Inconvénients

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

Shikhil
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 2-10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

A refreshing new product in chat industry but limited features!

Publié le 12/09/2017

- Great interface for end customers
- Limited features, but done right
- Free trial available with full features to test
- Great customer support
- The backend dashboard UI is good

Avantages

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.

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

No notifications to admin or agent when inbox is not open

Publié le 17/06/2020

Avantages

Cheap and affordable pricing
Design is good

Inconvénients

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

Jason
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 2-10 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Probabilité de recommander le produit 10.0 /10

An excellent entry into live chat support

Publié le 20/03/2019

Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.

Avantages

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.

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Événementiel
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Freshchat - Straightforward and Easy to Use

Publié le 25/07/2018

This has improved customer communication and resolving issues in a timely manner. Very proactive approach.

Avantages

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.

Inconvénients

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.

Faiz
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Good tool but needs some improvement

Publié le 22/08/2019

Overall has been good but the notification issue is the big problem for me.

Avantages

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.

Inconvénients

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.

Muneeba
Note globale
  • Secteur d'activité : Recherche
  • Logiciel utilisé toutes les semaines pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Bring customer servie level to the next level

Publié le 01/03/2018

Avantages

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.

Inconvénients

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!

Jatin
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

A good chatting platform

Publié le 26/04/2019

Avantages

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

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Great Messaging bot for e-com websites

Publié le 30/11/2019

Best messaging software that will help in improving business and acts as a sales bot which really help in reducing human effort

Avantages

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.

Inconvénients

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

Utilisateur vérifié
Note globale
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Modern customer support tool

Publié le 07/12/2017

cost effective and being online for our customers 24/7

Avantages

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!

Inconvénients

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

John Elias
Note globale
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé Autre pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Abysmal Support, Had to push hard to get our money back.

Publié le 10/12/2019

They have a nice suite of products with a competitive feature set. However, after-sales support was terrible and we could not confidently continue doing business with them.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Zoho SalesIQ, Tidio et Pure Chat

Pourquoi passer à Freshchat

We chose it as during the trial, it met our needs. Once we start paying for the software, things quickly started going downhill.
Michael
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les mois pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Freshchat: Communicate via Online Chatbot to Provide Sales Information and Devices

Publié le 17/10/2020

I’ve used Freshchat services as a loan consumer and subscription service. The ease of use in communicating about my financial inquiries, subscription to HP Instant Ink, have been easy to use.

Avantages

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.

Inconvénients

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.

Okechukwu
Note globale
  • Secteur d'activité : Jeux d’argent et casinos
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Brilliant tool for live chat

Publié le 07/08/2021

Avantages

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

Inconvénients

The AI system was a bit confusing for starters

James
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : Auto-entrepreneur
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

In a world of chat and bot solutions, Freshchat wins for me

Publié le 06/06/2019

It helps us connect with our customers on a professional level across multiple platforms.

Avantages

- 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)

Inconvénients

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

Omer
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Online Chat Support

Publié le 10/12/2020

I have been recently introduced to this software and it was pretty easy to integrate with our ticketing system and it is a very low budged product which we can purchase a license for each agent and we also get 25% discount on annual subscription.

Avantages

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.

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Freshchat

Publié le 02/11/2018

Avantages

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.

Inconvénients

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2-10 employés
  • Logiciel utilisé Autre pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

One of the best modern communication tools

Publié le 22/09/2018

Avantages

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!

Inconvénients

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.

Darcey
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 2.0 /10

Easy for employees to use - quite difficult / buggy from a customer service perspective +...

Publié le 23/09/2020

Quite negative - we have moved providers

Avantages

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

Inconvénients

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

Kobi
Note globale
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

The main thing that attracted me to Freshchat was that it looked good...1 was vain

Publié le 12/05/2018

Avantages

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

Inconvénients

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.

Tristan
Note globale
  • Secteur d'activité : Logiciels
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

easy to set up and integrate with our Freshdesk

Publié le 26/02/2018

Avantages

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

Réponse de Freshworks Traduire en français

Thank you for your review Tristan. If there is anyway we can improve your experience with Freshchat I will be more than happy to help you.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Freshchat

Publié le 17/09/2020

Its integration with our freshdesk was easy and very easy to use and administer.

Avantages

Easy to use and configure and integrate with other products like freshdesk.

Inconvénients

the solutions do not open in a new window and it only opens in half the screen when maximized.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

It's Really effective way to interact with your customers

Publié le 28/04/2019

It's a Really good experience.

Avantages

Really easy to use and has a lot of basic features. it can be easily embedded to any website.

Inconvénients

the higher plans are too much expensive.

Analise
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 9.0 /10

Freshchat Review

Publié le 20/03/2019

Avantages

Ease of use is the best feature of Freshchat.

Inconvénients

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les mois pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Quite useful for both sells and support

Publié le 15/01/2019

All in all, a well rounded live chat tool for sells and support. Well integrated with other Freshworks tools.

Avantages

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!

Inconvénients

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

Johan
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 2-10 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Unclear Documentation and Communication

Publié le 16/01/2019

Overall experience? Wasting time

Avantages

It was cheap, good for start. Features was good.

Inconvénients

- 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