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