Opiniones de Freshchat

Más de 4 años usando Freshdesk

Puntos a favor:

Una herramienta muy completa para el servicio de atención al cliente. Junto con el resto de Apps de Freshwork, se convierte en un sistema completo para la gestión diaria.

Puntos en contra:

Atención al cliente solo en inglés, y estaría bien ajustar los precios al usar varias apps de Freshworks.

Freshchat is the Great Customer Support Software

Comentarios: It was a good experience, but we always wanted an amazing experience.

Puntos a favor:

Freshchat is the nice customer support software to help customers with immediate response.

Puntos en contra:

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

Alternativas consideradas: LiveAgent, Crisp y LiveChat

Razones para cambiar a Freshchat: It was a better tool as comparison from others in my alternative list during the time of purchase.

A solid tool to provide top-notch customer support through live chat

Comentarios: Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Puntos a favor:

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Puntos en contra:

The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Freshchat Review

Comentarios: Overall, my experience with Freshchat was positive. It was a reliable and efficient platform that helped me provide better support to my customers. While there were some areas for improvement, such as the reporting capabilities, the platform was a valuable addition to my customer support toolkit.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: Microsoft Teams

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

Comentarios: Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Puntos a favor:

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.

Puntos en contra:

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

the online messaging solution that improves the customer experience

Comentarios: Overall, Freshchat is considered an effective online messaging tool that offers advanced features to enhance the customer experience. Users particularly appreciate the user interface's ease of use, advanced customization, and agent-to-agent conversation transfer features. In addition, integration with other software is often a benefit that users appreciate.However, some users have reported limitations in customization and costs when compared to other online messaging solutions. However, these issues can be outweighed by the benefits Freshchat offers, such as quality customer support, customization and advanced features.

Puntos a favor:

Ease of use: Freshchat is easy to use and has an intuitive user interface, allowing users to get started with online messaging quickly.Customization: The software allows for advanced messaging customization, allowing for the customization of messages, icons, colors and the overall appearance of the chat window.Advanced features: Freshchat has advanced features such as the ability to transfer conversations between different agents, the ability to see the full history of conversations with customers, the ability to send automated messages, and many other features.Integration with other software: Freshchat can be easily integrated with other software and platforms, such as customer relationship management (CRM) systems, email marketing tools, chatbot tools, and more.These and other features are often appreciated by Freshchat users

Puntos en contra:

Customization Limitations: While Freshchat offers a great deal of flexibility in customizing the appearance of the chat window, some of the more advanced customization options may not be available.Cost: Freshchat can be relatively expensive compared to other online messaging solutions, especially

Cheap and easy to use chat function for small organisations

Comentarios: It's been fine. Customer support was poor

Puntos a favor:

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

Puntos en contra:

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

Alternativas consideradas: Zoho Desk

Razones para elegir Freshchat: Cheaper product

Software anterior: WATI

Razones para cambiar a Freshchat: It was easy to use and we had a startup plan

Freshchat is User-Friendly Apps

Comentarios: We are very happy with the features in Freshchat, starting from Segmentation and even the Advanced Automation feature which makes it easy for us to create reminders for each of our Agents.

Puntos a favor:

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

Puntos en contra:

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

Clean, Professional and Simple Set-up

Comentarios: I loved the overall chat features. The dashboard and app are very clean. The only reason I switched was due to price.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: HappyFox Chat, Olark y Zendesk Suite

Razones para cambiar a Freshchat: I originally chose freshchat because it was less expensive than the other products.

Didn't Stick with Freshdesk Messaging

Comentarios: Overall I had a poor experience with Fresdesk Messaging. I would honestly not recommend it to others based on my short experience. Again, we only used it for a trial run but all of my team members were fine to move on to the next option.

Puntos a favor:

I was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.

Puntos en contra:

None of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.

Freshchat experience review

Puntos a favor:

The user interface is very easy to use and understand. You can also customize their theme depending what you like for your needs.

Puntos en contra:

Sometimes the notification sound is not working but still a good platform to use.

Freshchat support is BAD , UNRESPONSIVE,

Comentarios: 0 for support
good for software

Puntos en contra:

Being the Chatting / ticketing company, i have to say their support is really bad after being in touch with them for 6 days ( everyday 2 emails) my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5) and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply. and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved. I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients. you will spend a lot of time with the support not because of the software not great but because they love to loop u differently to different departmetn without getitng a problem solved.

A refreshing new product in chat industry but limited features!

Comentarios: - 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

Puntos a favor:

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.

Puntos en contra:

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.

Decent software

Comentarios: It is a decent platform to be used for your support team.

Puntos a favor:

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

Puntos en contra:

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

An okay chat, if you are using other Freshdesk products

Comentarios: An okay system that is getting by for now.

Puntos a favor:

There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well.

Puntos en contra:

As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor.

A good chatting platform

Puntos a favor:

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

Puntos en contra:

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.

Great tool for instant chat

Comentarios: The Sales team is greatly using the tool and is really liking it!

Puntos a favor:

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Puntos en contra:

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

great and simple tool

Comentarios: I found a couple of issues and I had some questions but i didn't get any answer from customer support.
The tool is pretty simple and easy to understand
I would display and arrange the chats windows in a different way for
operators
Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot.
I would offer to users the chance to close the chat because some times is really annoying

Puntos a favor:

The tool is pretty simple and easy to understand

Puntos en contra:

I found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

Great for Mobile Apps!

Puntos a favor:

So far we use Freshchat for our Mobile App. It's integrated inside, so everybody who uses the chat can get in touch with us. .. and they do... and we respond from the very friendly and easy dashboard for us. also it have free version, which fits our needs for now, which is great !

Puntos en contra:

Would be better if their cust.support was answering faster.

Online Chat Support

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Freshchat Review

Puntos a favor:

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

Puntos en contra:

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Very limited features, expensive add-on, requires a lot of setup

Comentarios: We have not fully launched yet, because of the amount of time required to set up and copy over information from FreshDesk

Puntos a favor:

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Puntos en contra:

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Freshchat is a good chatbot

Puntos a favor:

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

Puntos en contra:

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.

Freshchat

Puntos a favor:

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.

Puntos en contra:

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

easy to set up and integrate with our Freshdesk

Puntos a favor:

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