Freshchat

Avantages

Un très bon produit et très simple à utiliser avec de meilleures solutions de messagerie et permet de parler avec vos prospects et clients depuis les réseaux sociaux et des sites webs . J'adore et je le recommande

Inconvénients

Un très bon produit de messagerie. Je n'ai rien de mal pour le moment

Avantages

It has a very basic but good AI chat bot, covers most of the operational needs

Inconvénients

The software does not provide a ticketing system, though their is an AI layer query management requires a desk

Alternatives envisagées 

Pourquoi choisir Freshchat 

Pourquoi passer à Freshchat

Avantages

At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format.

Inconvénients

The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page.

Avantages

The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite.

Inconvénients

The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done...

Avantages

- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup

Inconvénients

- No support on weekends- Occasional bugs

Avantages

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Inconvénients

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Avantages

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Inconvénients

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want.

As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested.

Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Avantages

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Inconvénients

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Alternatives envisagées 

Pourquoi passer à Freshchat

Avantages

It has AI bot that is trained to answer all questions.
Has made it easy to monitor employee conversations with clients and officials.
I also like it’s fast contact with clients.

Inconvénients

It has allowed us to maintain direct communication, so no dislike.

Avantages

The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient. The ability to set up automated responses helps free up time immensely, and focus on other tasks.

Inconvénients

I don't really have cons, the only thing I can think of is that some of the programs such as the custom chatbot set ups were a bit overwhelming at first to learn.

Avantages

It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.

Inconvénients

I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.

Avantages

I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated

Inconvénients

I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .

Avantages

I really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes.

Inconvénients

One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.

Alternatives envisagées 

Avantages

The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it.

Inconvénients

Despite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors.

Avantages

We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.

Inconvénients

Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.

Alternatives envisagées 

Avantages

Its indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot..

Inconvénients

Something its slow but I think its because of the network coverage....

Avantages

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

Inconvénients

There were a few issues in the normal version which is resolved in the upgraded mode

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.

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.

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.

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.

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.

Avantages

Great tool for providing real time support. BOTs functionality is great for automatizing. Recommend to each ecommerce site. Allows to provide 7x24 through iOS or Android App.

Inconvénients

If integrated with social media, messages are not marked read on each. :(

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.

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.