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

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

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

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

Eeasy to integarte and use. Simple and elegant interface.

Inconvénients

I wish we could create AI agents who are as capable as ChatGPT

Avantages

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

Inconvénients

I haven't found any issues with the chat as of yet.

Avantages

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.

Inconvénients

It would be great to be able to program the bot through some API

Avantages

This is an inexpensive chatbot and has campaign feature which i use very often on my website

Inconvénients

It's not very customisable and does not have features like lead generation.

Alternatives envisagées 

Pourquoi passer à Freshchat

Avantages

The interface is of exceptional quality. InteliAssign and Canned Responses are two of our favorite features. We have two types of customers: business-to-business and business-to-consumer. This feature allows us to automatically assign support staff based on their skills and line of business. Shortcuts for canned responses are also very useful. You can tailor these canned responses to match the tone of your business that you want to convey to your customers in chat.

Inconvénients

When it automatically creates a Freshdesk ticket and you need to send a response, or it will affect your First response time in Freshdesk.

Avantages

A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.

Inconvénients

Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.

Avantages

First, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely.

Inconvénients

I have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline.

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

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

Avantages

Easy to deploy and integration to website.

Inconvénients

Need more integration directly to the chat example with messenger whatapp and other tool.

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.

Avantages

I like the way it integrates with wordpress.
Easy to manage by my clients.
Connection with FreshDesk.

Inconvénients

Nothing so far that i did not like in the app.

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.