G2

Verified User in Retail

Mid-Market (51-1000 emp.)

1/23/2025

"Decent and does the job well"

4/5

What do you like best about Freshchat?

Freshchat replaced our existing chat support for our online luxury store. We were able to get all our communication mediums on the same platform through FreshWorks ecosystem. This provided a great user experience not for our users but also for our support teams. Further from an pricing points of view, we felt it was slightly up but provided decent value for its price. the onboarding and support provided could have been better. With recent adoption AI, there were not many features at that time but they are catching up fast now. Review collected by and hosted on G2.com.

What do you dislike about Freshchat?

The integration with other tools and setting up rules is a bit challenging. Further we needed constant support from the Freshchat/FreshWorks team which is not an ideal onboarding experience in my view. Their support POC also kept on changing which leads to loss of context. Review collected by and hosted on G2.com.

What problems is Freshchat solving and how is that benefiting you?

Solving our customer's support tickets and helping them answer their sales queries. It has helped to reduce turn around time of support tickets. Further we were able to do assisted sales as a lot of users had queries about the products before making a purchase. In this scenario chat become their go to tool. Review collected by and hosted on G2.com.