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What is Freshchat?
Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
85 Likeliness to Recommend
90 Plan to Renew
5
Since last award
75 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+84 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Freshchat?
Pros
- Altruistic
- Generous Negotitation
- Transparent
- Fair
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Knowledgebase
Workflow Processing
Multi-channel
Integration With CRM
Leads Generation
Voice or Text Input
Wayfinding
Scheduled Availability
Learning and Adaptability
Natural Language Processing
Personalized Service
Vendor Capability Ratings
Quality of Features
Breadth of Features
Ease of Data Integration
Usability and Intuitiveness
Ease of Implementation
Availability and Quality of Training
Ease of IT Administration
Vendor Support
Ease of Customization
Product Strategy and Rate of Improvement
Business Value Created
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Freshchat Reviews
Jay W.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Oct 2022
"Very efficient and packed with features.
Likeliness to Recommend
What differentiates Freshchat from other similar products?
When compared to similar apps, it stands out due to the availability of cross-platform integration tools for iOS, Android, and the Web. The ability to notify folks via a channel is fantastic.
What is your favorite aspect of this product?
Freshchat streamlines my communications with customers and leads sourced from my work in social media management and internet advertising. It's possible for me to raise the number of customers and set up the corresponding chat. It's great that the chatbot can have such a rich conversation with the consumer, providing helpful information and suggestions about the company's services and goods and even closing the deal. Webhooks allow me to track the status of an order, a payment, an invoice, or any other event that pertains to our business and the use of our platform, and then display that information to the user in a way that meets their needs
What do you dislike most about this product?
The learning curve is steep, but I've gotten the hang of it and can now use the software effectively. Many customers have complained to me that they find it difficult to use the bot and that it requires a significant investment of time. Second, it takes a long time to develop the chatbot.
What recommendations would you give to someone considering this product?
It's a great option for any business or organization in need of a streamlined method of answering consumer questions and fixing problems; it's simple to understand and use, and it works smoothly and without snags with a wide range of third-party apps.
Pros
- Unique Features
- Efficient Service
- Effective Service
- Inspires Innovation
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: Vendor Selection and Purchasing
Submitted Oct 2022
User friendly with good reporting metric tracking
Likeliness to Recommend
Pros
- Helps Innovate
- Saves Time
- Continually Improving Product
- Performance Enhancing
Adalyn K.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Oct 2022
Intuitive and easy to use product
Likeliness to Recommend
What differentiates Freshchat from other similar products?
The tool works magic when it comes to integration with CRM. It also integrates with all our social medial handles which makes our communication smooth and effective. We are also able to close of issues of concern within reasonable time thanks to Freshchat.
What is your favorite aspect of this product?
The favorite aspect is on the usage and customization of the tool as it s a walk in the park. You are also able to personalize the response when using the chatbot to avoid customers feeling like talking to a robot.
What do you dislike most about this product?
The tool has worked magic in our organization, everything about the tool is perfecta
What recommendations would you give to someone considering this product?
Highly recommended to any organization regardless of the size
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
