We implemented many webchat widgets on all our websites where we offer chat sertvice. We had to install external apps as many funcionalities are not native. Webchat widgets cannot be set 100% from the tool, they need coding and developers to implement basic rules/content/format Limit of website widgets, limit should increase automatically
Pros
easy for agents
Canned responses
FAQS
Cons
URL editing also on backend
Outside Business Hours messages per widget
Customized CSAT per website widget
Likelihood to Recommend
Freshchat works well if not many widgets implemented
VU
Verified User
Employee in Customer Service (Consumer Services company, 201-500 employees)
We used Freshchat as the pop-up web chatbox on our website. It was a highly customizable chatbox with handy drop-down menus and easy-to-see topics from the first click on the chatbox button on the main site. We were able to also let users search our FAQs directly through the chatbox and we were able to put our company colors and logo on the chatbox as well. I thought it was a great chatbox because you do live customer service through it and even have the customer share their screen with you so you could see exactly what they were seeing and help them much more effectively!
Pros
Great Customization
Responsive Customer Service that actually helps
Very easy to use interface for non-tech savvy people!
Has an A.I bot that can be trained to answer most questions as well
Cons
It's difficult to juggle having two accounts
There are a lot of premium extra cost features you have to pay for that should be a part of the highest monthly price package.
Even when you cancel they may accidentally charge you, keep your receipt of cancellation.
Likelihood to Recommend
My company needed a highly customizable chatbox to answer quick questions prospects may have when they enter the site. The Freshchat Chatbox was more than adequate for this, it has a lot of features we didn't take advantage of and the customer service team can help you set it up easily.
VU
Verified User
Account Manager in Customer Service (Consumer Services company, 11-50 employees)
Prior to Freshdesk Messaging, Fantastic Services used a custom-built live chat platform. However, the sales and customer service teams faced two major challenges with it:Limited capabilities and features: The platform performed only basic tasks. The agents had to manually pick up tickets which took time away from interacting with customers. Additionally, agents spent more time waiting for replies from idle customers, which reduced agent concurrency. Required technical expertise: Even with a full in-house development team, Fantastic Services found it hard to maintain its chat platform. Maintenance and technical updates slowed down support. They needed an outsider to lend a hand with the chat channel. Freshdesk Messaging was the perfect solution for the teams at Fantastic Services. The myriad of features offered by Freshdesk Messaging along with ease-of-use enabled the sales and customer service teams to scale their chat channel. Fantastic Services now uses Freshdesk Messaging not just for customer service but for revenue generation as well.
Pros
Freshchat is a cloud-hosted live messaging and engagement application.
Saved/Canned responses
My mobile app uses Freshchat. I wanted something with an SDK that would allow in-app help with information about their install, and tied into a knowledge base also available on the web, which Freshchat does through a FreshDesk integration. We moved from Helpshift because they raised prices to go after bigger customers.
contact with customer
make tickets for customer problem
Knowing the customer's opinion about the company
Cons
make tickets for customer problem
Knowing the customer's opinion about the company
Likelihood to Recommend
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
Communicate with customers and employees through Freshdesk and understand their requirements and needs. There are not many problems, but there is some slow response in some cases, but mostly there are no problems. The scope of work revolves around communicating with customers and monitoring the movements of employees with customers as well.
Pros
Communicate with clients on an ongoing basis to understand their needs and requirements
Monitor employee conversations with clients and officials
The program is fully compatible with the system in the company to increase work efficiency
Cons
There should also be a feature that allows video communication
Add a comment to the profile of each employee, customer or user of fresh chat
Quick response in executing many commands at the same time
Likelihood to Recommend
It could be that the messages sometimes do not appear quickly or there is some slow response. From my experience, customer conversations must be fast and clear in order to reach the highest level of efficiency and confidence in the customer or the employee himself. The scenarios are very similar within the scope of work because the goal has not changed, which is to reach the required efficiency and confidence in the company.
I use it to communicate with the customer, where the customer sends his problem in the chat and I solve his problem and It helps me to communicate with the customer easily and Monitoring employees and dealing with customers, whether good or bad treatment
Pros
Our customers can use it easily
It can be linked to the company system and linked to sites
Monitor all conversations that take place between us and the client in the company
Cons
update canned responses on chat in a better way to use them in a better way
Sometimes the conversation appears to the employee a minute late
Likelihood to Recommend
Its use is great and it is linked to the company’s system and websites, but sometimes there is no notification of a message from the client, so the conversation is delayed for a few minutes and the conversation appears after a manual update of the program
