Freshchat vs. Freshdesk

its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company

Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.

Incentivized

• Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement.
• It is quite proactive and has rich media campaigns to segment and target audiences.
• Freshchat is also one of my favorite software because it offers seamless integration with apps.

Incentivized

• Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
• Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
• There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.

Incentivized

• Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
• The initial process of setting up a Freshchat account is a long one.
• The billing is per member/month which can get expensive fast.

Incentivized

• Data Security.
• SLA Policies where it is not customer / contract driven but agents / groups driven.
• Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
• Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
• Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.

Incentivized

Freshchat has been a reliable and user friendly platform for the past 5 plus years for engaging with customers in real time. It has helped us streamline support, reduce response time and improve customer satisfaction. The advanced automation feature and chatbot functionality have also saved our teams a lot of manual effort and increased efficiency. I didn't rate 10 because there is still room for improvement in reporting and deeper integration.

Incentivized

My company that used Freshdesk was acquired by another company that uses Salesforce, so our only reason to keep Freshdesk would be records, but migrating the tickets, notes, and company details from Freshdesk to Salesforce was straightforward enough. Had the acquisition not occurred, we would have renewed Freshdesk because the cost of switching would've been too great in terms of price, time, and sunk cost (our Freshdesk customizations would not port over well).

Incentivized

I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.

Incentivized

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!

Incentivized

Freshchat has always been available when I needed to use it.

Incentivized

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.

Incentivized

Freshchat always loads quickly and communication is quickly sent and received.

Incentivized

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.

Incentivized

The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily.

Incentivized

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.

Incentivized

Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.

Incentivized

Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.

Incentivized

I hope to show new users data because this can save a lot of time

Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution.

Incentivized

We have used a self-developed solution for the same purpose with full in-house development however the features vs the value that freshchat provided were worth the selection, freshchat achieved overall better performance and received gemerally more praise, some key advantages were related to user experience and performance of the system

Incentivized

I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.

Incentivized

We only implemented the product in 1 way so I cant speak to this.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

• From the positive effect of working on it, it helps employees to speed up their thinking and writing.
• One of the positive effects of our clients is that their problems are solved easily and quickly.
• Each employee knows how many of his chats have been resolved.
• There is no negative effect in general.

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized