Freshchat service is available on the mobile app + its UI interface is nice. Very little / no downtime Review collected by and hosted on G2.com.

Sometimes, the chat assigned or new chat-generated notification does not get triggered. I am not sure if its my browser challenge or specific to the app Review collected by and hosted on G2.com.

Freshchat is our daily use CRM which we started using 4 months ago along with Freshdesk.

It is an inexpensive CRM that can be used for a variety of things such as handling chats, emails, calls, and even social media.

It's also very good when it comes to creating filters, you can filter by the agent, specific inquiries, specific channels, specific status, and specific groups (different departments) it also has a very unique feature: Freddy AI!

The use of AI is very unique to any other CRM we used in the past, Freddy can summarize a chat or an email and also can craft an email in response to the customer's email while utilizing our database where it is being fed information regarding our work. It can also transcript a call which is useful sometimes. It can rephrase a text, enhance its tone, and expand the text also which is something I like very much!

You can integrate pages from your website into Freschat and it will turn it into a 'canned response' which is great as it can be used to answer some of the people FAQ's. Review collected by and hosted on G2.com.

Unfortunately, since it is a new CRM recently developed by Freshworks, it comes with many bugs such as emails that the customer sends may come appear as a different person entirely, and it's a hassle to find the actual sender of the email.

We find it hard to merge a customer with 2 different accounts and it may bug out.

The support dashboard is very inaccurate and does not always display the right values.

There is no way to find out how many surveys an agent receives, there is no dashboard for it and you can only find out by actual ticket.

Canned responses are bugged when you search for a canned response you have a chance to not find it all and have to search again!

TLDR too many bugs that need ironing out Review collected by and hosted on G2.com.

I enjoy using their AI-powered chat and find it easy to implement. Our end users are pleased with the quick resolution times since we implemented the CX suite. Review collected by and hosted on G2.com.

The pricing could be more budget-friendly. Review collected by and hosted on G2.com.

The best way of thinking new ideas on a daily basis and help customers like a friend . Review collected by and hosted on G2.com.

Well nothing all is well and perfectly maintained. Review collected by and hosted on G2.com.

Canned response are very good it allow us to give a fast reply. Review collected by and hosted on G2.com.

Reporting downlaod filter is not realy good. Review collected by and hosted on G2.com.

Ease of use, Customer support, Ease of integration Review collected by and hosted on G2.com.

Lack of correction in the message already sent to the client. Review collected by and hosted on G2.com.

Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request.

It is the best platform to work within a huge team. Review collected by and hosted on G2.com.

Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull. Review collected by and hosted on G2.com.

The interface is so simple that even agents with no experience using chat support tools can use it. It's very easy to use, it's fast, and all information about the customer is there. It lets you know which page the customer is chatting from, the product they are interested in, their location, and even the device they are using which is very important especially when handling tech-related issues.

Their customer support is very helpful, too! If I have questions about it, they reply fast. Review collected by and hosted on G2.com.

Not really dislike but I hope Freshchat can allow us to merge duplicate chats :) Review collected by and hosted on G2.com.

The customer success managers and developers are one of the most helpful. I like how they keep track and do follow ups on tickets raised Review collected by and hosted on G2.com.

I dont have any dislikes for now........ Review collected by and hosted on G2.com.

The ease of use and navigating the interface makes it wonderful. Customer support is one of the best in class. Numerous features makes it verstaile. Review collected by and hosted on G2.com.

I couldn't find anything to be disliked. Review collected by and hosted on G2.com.