Freshdesk Messaging

This software is really very useful and easy to use because it provides an interface that can be customized to carry out a much more direct and comfortable chat with the client, also while doing some other task we will not be interrupted and the best is It provides a very good customer service so any questions are answered instantly.

It is a versatile and flexible tool that adapts to any small, medium or large company; for any field that is needed. Work in real time, improve customer service obtaining better results in the quality of the product offered. I recommend it to find better solutions with an effective messaging system.

In a great way we cover a large number of customer reports, quickly and in real time we attend to any problem that may arise to find the best possible help. Being able to be closer to each of our customers, improve our response time and find quick solutions are three of the great advantages we have obtained from the software.

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Mixed feelings. It is currently a frusrating tool with a lot of limitations for us. But they’ve acted on some of my feedback, and seem genuinely interested in improving, so that’s a plus. Give it a try as it might fit exactly what your team is looking for, but at this point I would call it a rough tool that needs a lot of polishing.

We were looking for a live chat tool. This has solved that business problem to an extent.

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If you really want to get in touch and aggregate value to your customers, Freshchat is the right tool for you.

Freshchat for sure is going to change the way you chat with your customers and they’ll definitely going to love the simplicity of getting help.

The simplicity of Freshchat and the ability to break barriers when supporting a customer is the main reason why we’ll keep using this amazing tool. Customers are in love with Freshchat since the beginning as they are supported really fast on a casual and simple way they are already using on their daily life on other private messaging softwares.

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Just try it. I’m pretty sure you won’t be disappointed.

With 4 people on support we’re not a huge part of the company but we handle hundreds of tickets.

Freshchat (and Freshdesk) have replaced 3 other programs that were taking way too much of our time.

The FAQ and knowledgebase have consistenly lowered incoming calls.

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Freshchat makes a great addition to your help desk allowing you to interact with your customers in real time.

We use Freshchat to work with customers to answer questions about setup and configuration of their system. Support agents can send a link to documentation for the customer to reference while helping them with specific issues they are having. Being able to interact with the customer in real time is much more efficient and resolves the customers faster than email reply’s

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The Freshchat team are incredibly responsive with setup questions both at the start and ongoing. You can be sure that they will help you to reach your goal even if you’re simply failing to find the settings that you need.

Freshchat is integrated nicely with Freshdesk. The primary problem that it solves for us is providing an instant communication method for customers who have urgent requests, while keeping their conversations synced with the main support desk so we never lose a topic.

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If you are using a chat tool for the first time and considering FreshChat, It’s better the scope of requirements are understood first. The jump in features is quite extensive as you move through plans and their pricing. Knowing the scope lets you understand what can be compromised and what can’t.

Given the right kind of text in the right campaign, I understood customers were more comfortable in dropping contact information within FreshChat than going through an obligatory sign-up route. Using FreshChat increased my in-bound leads by a good margin.

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Retain some of the features that existed in hotline, like the ability to schedule future notifications. I also feel like you are developing for yourselves rather than asking customers what they need. I feel that 60% of the features on Freshchat are not applicable to my business yet I pay for them.

Customer communication and issue resolution. Our users are better able to communicate with us on problems they are having and we are quickly able to respond to them.

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Look at the dev documentation, determine if you can do the necessary legwork yourself to integrate their simple tools with more complex sites.

Consider the paradigm you’re stepping into, Intercom and Freshchat both use a “Messaging, not chat” approach that emphasizes the ability to initiate conversations, share conversations among agents, and track or interrogate user activity on your site in order to target them. As a support tool these features are excellent for helping users on a webapp, they may be nigh useless on a site selling a physical product, if their marketing goals don’t serve you.

Finally, consider FreshDesk or FreshSales. A great amount of the value here is that FreshChat can link it’s communications into the sibling products from Freshworks and create a picture of the user in multiple departments. If you’re committed to other products for those niches, make sure the integration for those will be similarly robust.

Freshchat provides a rich interface for interacting with users and has the potential to let us reach out proactively.

Importantly for our original use case, Freshchat empowers us to gather client side information about our webapp without requiring us to coach out technically uninformed users through the process of extracting it themselves. We’ve already saved time by allowing techs to coach sales employees through an issue and the ability to simply convert chats to tickets saves us lots of time hashing out what the user said to the chat agent.

Channels promise to allow us to integrate multiple spheres of control, allowing specialization in our chat teams

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