Detailed Full Review of FreshChat: All you need to know (2024)

What is FreshChat?

FreshChat y Freshworks (formerly Freshchat) is a customer messaging platform designed for teams in businesses of all sizes. With FreshChat, delight your customers wherever they are - online, on mobile, on social media, and in messaging. It combines current and mature functionalities to fully improve the experience of your customers while helping you evolve your organization.

FreshChat is a Freshworks product that over 150,000 businesses around the world use. It is an AI-powered customer messaging platform used by businesses of all sizes to provide digital customer support across multiple channels such as WhatsApp, Apple Business Chat, Facebook Messenger, Facebook Messenger, the website, the mobile app, etc.

Customers expect personalized support on demand through familiar and easily accessible channels as the world moves towards touchless service. Businesses use FreshChat's powerful messaging platform to serve customers across multiple digital messaging channels by combining automation and human support.

Freshchat features

Freshchat is a modern and intuitive messaging solution designed to improve customer engagement through meaningful conversations with your teams.

The software integrates seamlessly into websites, mobile applications, and social media platforms, allowing businesses of all sizes to provide exceptional customer support. Here's an in-depth look at its key features:

1. Multi-channel messaging

This application allows businesses to centralize their communications with customers through various channels.

• Integration with Social Platforms: Connect your teams with your customers on Facebook Messenger, WhatsApp, and more.
• Website and Mobile Messaging: Implement a livechat experience on your website and mobile application.
• Unified Conversation Management: Centralize messages from all of your teams' channels in a single dashboard for simplified management.

Freshchat's multi-channel messaging is a major asset for businesses looking to offer consistent support across platforms. However, effectively managing conversations across multiple channels may require an organized strategy and adequate agent training.

2. Automation and AI bots

The Freshchat by Freshworks messaging platform uses its artificial intelligence to automate responses and improve customer support efficiency.

• AI chatbots: Deploy intelligent bots to automatically answer frequently asked questions and qualify leads.
• Smart Routing: Automatically direct conversations to the most appropriate agent or department teams.
• Automated triggers: Set up automated messages based on user behavior or actions.

Automating this application via AI is crucial to handle a large volume of requests without compromising the quality of service. Nonetheless, it is important to find a balance between automation and human interaction to maintain a personalized customer experience.

3. Proactive commitment

Freshchat by Freshworks software helps businesses start conversations with visitors in real time to drive engagement.

• Targeted Message Campaigns: Launch targeted email campaigns to actively engage website visitors with your teams
• Behavioral analyses: Use behavioral insights to personalize interactions and increase conversions or sales
• Customizable Chat Widgets: Adapt the look and behavior of your chat widget to match your brand image for professionals

Proactive engagement is a great way to increase conversion rates and improve the user experience. However, balancing interactions is crucial to avoid being intrusive.

4. Analyses and reports

Freshchat by Freshworks software provides detailed analytics and reports to help businesses understand customer support performance.

• Conversation tracking: Analyze conversation trends to identify areas for improvement through this application
• Agent Performance Reports: Evaluate agent performance to encourage continuous improvement.
• Customer Engagement Insights: Get valuable data on customer engagement and communication preferences.

The chat analytics and reports offered by Freshchat are essential for optimizing customer support strategies. The amount of data available can be overwhelming, requiring in-depth analysis to derive actionable insights.

5. Integrations

Freshchat chat software integrates easily with other tools and platforms for an enhanced customer support experience.

• Integrations with CRMs and Support Tools: Connect your Freshchat chatbot application to popular CRM systems and support platforms for a unified workflow.
• APIs and Webhooks: Use APIs and webhooks to customize and extend Freshchat functionality according to your needs.

Integrations extend Freshchat's functionality, allowing for greater personalization and efficiency. However, getting the most out of these integrations may require some technical expertise.

In conclusion, Freshchat is a complete and versatile solution for managing customer communication. Its multi-channel messaging, AI automation, proactive engagement, analytics, and integrations features make Freshchat a solid choice for businesses that want to improve their support and engage their audience in a meaningful way.

While implementing some features can present challenges, the benefits in terms of operational efficiency and customer satisfaction are considerable for professionals.

Pricing

Freshchat offers a variety of subscription-based programs, including programs that are completely free.

The plans differ in terms of the features provided and the add-ons.

The software offers a 21-day free trial for premium subscriptions, which are billed monthly. To find out more about the product and its cost, go to its website.

Freshchat is a dynamic chatbot application that you should explore if you're running a business to drive customer interaction. Freshchat offers a free plan that includes 100 agents and 10,000 unique visitors who can chat with you, but it only allows you to use the livechat feature (not the chatbot).

If you want to use the Freshchat software to create a AI chatbot, you must subscribe to the Forest offer.

The software includes 5000 chatbots (nicknamed “Freddy sessions”), additional channels (Facebook Messenger, Apple Business Chat, and WhatsApp), and chatbot analytics.

Alternatives to FreshChat

Freshchat has several alternatives, as follows:

1. LiveChat

LiveChat offers a live chat service for websites, allowing businesses to interact with visitors instantly. It is an effective chatbot application for improving customer service and increasing conversions.

Features

• Intuitive live chat: Easy to use interface for operators and visitors.
• Reporting and analytics: Detailed insights into customer interactions.
• Customization: Options to customize chat appearance and messages.

Pricing

• Plans start at $16 per agent/month, with a free trial available.

The LiveChat software is a great option for those looking to incorporate an affiliate program into their affiliate marketing strategy, thanks to its recurring commissions and affiliate support.

2. Tidio

The Tidio software combines live chat, chatbots, and email marketing to offer an all-in-one customer communication application. It is particularly suitable for SMEs and e-retailers.

Features

• Chat automation: Automatic responses to engage visitors 24/7.
• Omnichannel messaging: Manage email, live chat, and Messenger communications from a single platform.
• Ease of use: Intuitive interface and quick installation.

Pricing

• Offers a free plan with basic features. Paid plans start at $18/month for advanced options.

The Tidio software stands out as an ideal option for affiliates targeting small businesses and online retailers, thanks to its simple affiliate program and direct sales commissions.

3. Intercom

The software Intercom is an advanced customer communication chatbot application that integrates live chat, marketing automation, and customer service. She is appreciated for her ability to personalize customer engagement at scale.

Features

• Automation and personalization: Offers instant personalized responses through intelligent bots.
• User behavior tracking: Provides in-depth insights into how users interact with your site.
• Multiple integrations: Easily connects to other CRM and marketing tools.

Pricing

• The plans start at around $39/month, with varied options depending on business needs.

Intercom software is appealing to marketers and content creators who target an audience of businesses looking for sophisticated communication solutions.

Freshchat customer service

Freshchat offers exceptional customer service to its users thanks to a caring and knowledgeable team of experts.

Customer service can be reached by email and via a ticket system, offering a quick and effective response to all requests.

Users can also consult the comprehensive knowledge base and active community to find immediate answers to their questions. Freshchat is committed to providing a conducive environment for customers, ensuring that any difficulties are handled with diligence and empathy.

Freshchat customer support channels

• Email and ticket system
• Extensive knowledge base
• Active community

Freshchat Commitment

• Deal with difficulties diligently
• Provide quick and effective responses
• Maintaining a customer-friendly environment

Freshchat software is distinguished by its commitment to satisfying its customers and offering them impeccable service. With an experienced staff, accessible resources, and a firm commitment to their customer, Freshchat is establishing itself as an undisputed leader in customer support.

FAQs

How does Freshchat improve agent productivity?

Freshchat has a user-friendly user interface that will triple agent productivity.

Does Freshchat offer powerful chatbots for customer engagement?

Absolutely, Freshchat offers first-class chatbots that focus on interaction and intent.

Can Freshchat be easily integrated with other applications?

Yes, Freshchat offers seamless app integrations thanks to a constantly growing app market and custom APIs.

Final Verdict

Freshchat software is a chat and support application for customers only. Among its assets, it offers powerful chatbots that emphasize interaction and intention, as well as media-rich, targeted and proactive campaigns. The application also excels in terms of load distribution and routing, offering seamless integrations with third-party applications. Its family-friendly user interface triples agent productivity, while a unified inbox makes it possible to manage all conversations from digital channels.

However, Freshchat has some shortcomings, especially when compared to equivalent platforms like Intercom. Some aspects related to collaboration seem to be less developed, which can be a problem depending on user requirements.

Despite this, Freshchat remains a relevant choice for businesses looking to optimize their customer relationships through features such as quality chatbots, finely targeted rich media campaigns, a robust AWS architecture, automated load balance and routing functions, and an ever-growing application marketplace combined with custom APIs.