Freshworks Inc
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Freshchat - Catch 'em all. Keep 'em all.

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Freshchat is a modern messaging software powering millions of conversations for sales and customer engagement teams.

Convert visitors into leads and users into happy, engaged customers on the website, in-app, mobile, and social DMs. A leap from legacy live chat software, Freshchat helps businesses and its teams focus on continuous and context-driven messaging experience.

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wow! Freshchat seems All-in-One 👉: Intercom + Drift + Olark + Inbox After seeing , I might switch from Zoho CRM Suite to Freshworks! :-) ---- A long time Zoho Loyalist.
Seems like a lot of potential. Will have to keep a close eye on this one.

This is Freshworks Inc.'s latest offering. Here's Freshchat, a modern live-chat experience for businesses of any kind.

Pros:

Freshchat is built for teams of all kinds. Powerful integrations, beautiful messaging experience, bot support and more.

Cons:

None that I can think of right now.

We happen to be Freshdesk customers and this is the first we are hearing about Freshchat. Kind of strange that no one has reached out about it. We've been looking longingly at Intercom, so does this mean we can stop? Its unclear how this relates to Freshdesk. Is it a separate product? Replacement? Upgrade? Do we have to perform a new integration? I'll also tell you that the most frustrating thing about Freshdesk is lack of native mobile chat client for agents. Does Freshchat solve this for us?
Think I may be switching away from Intercom...
Maker
We'll be waiting to onboard you Hunter!
So what's the best process for moving over users from Intercom to Freshchat?
Maker
there isn't an exactly a process for moving - you can just start capturing information with us and add our messenger to your website and in your products. We have some differentiated features as well like Message Channels that you should explore. I'd suggest a demo with our team so you can get the most out of the product. Reach me - sri at freshworks dot com. Looks like you already have the messenger live on your site :). I'd want to ensure you are on-boarded well and set up for success with us!

Nice design. Nice support staff. might be good to have easy to find case studies to give the rich feature set more context.

Pros:

Exciting new platform for talking to your customers. Makes all communication continuous so customers feel understood. Strong recommend :)

Cons:

no real cons, but it can be tough to explain the different parts of any product suite and how they incrementally add to one another.

Congratulations on the launch! We're just about to launch a product here and we might think going on with FreshChat. Feeling adventurous 😎 Only downside I see is the multi-language support being only available in the Estate plan. It would be a game changer for companies in bilingual countries like Canada – I couldn't think of offering content to our users in one language only, yet we are a pretty small team and wouldn't require all the Estate plan has to offer. Would be great as an add-on!
Maker
Will give you multi-lingual on the garden plan :) for asking on PH :). PH only offer!
this is why I love the PH community so much! Thanks!
Really cool product. Interesting to see support for Rich UI for adding more context in the conversations for the customer care agents(like hotline but modern). Out of box support for the bots. interesting move.
Maker
thanks Deven! This is our baby step in getting bot + agent experience right. We are working on opening up to more bot players as well. More on this soon!
Looks cool, congrats on your launch! Question for you: does Freshchat have triggers between in-app conversations and marketing automation emails? Could be in the form of an integration with an email automation platform if not done natively. We've run into this roadblock with some other products (ex HubSpot) where we couldn't send (or not send) emails based on user activity with our in-app chat (Intercom).
Maker
Hey Henry. Interesting use case. Would love to learn more. We don't have this already but I have some ideas on how our "smart plugs" feature can enable you to do this on your own. Mail me? sri at freshworks dot com!
Missing piece in comparison to Intercom seems to be lack of CRM and automated (or "drip") e-mail campaigns. Would be very interested if you were able to add those features or enable integrations for them.
Maker
makes sense! thanks for the feedback :)
Suite of products specifically built for e-commerce use case. Freshcommerce?
I used Hotline earlier on my mobile app. Coming from the same team that made the masterpiece, I cannot think of anything else from them. I cannot wait to integrate Freshchat on my website and app!
Maker
Can't wait to onboard you :). I remember being hounded for an agent app. Well, its there now :). It's a beautiful app and I am using it all the time. Go get it already!
The interface looks so happy! Kudos
Maker
Thanks Rohit!
Great. Have a question. Do you have email notifications when customer don't see our messages? If you have that, it would be really helpful.
Maker
yup! have that. you can set a time after which we will fallback to delivering your messages over email if the customer didn't read your message in time.
and how to turn them off? I read the mail but then I get other emails with the same info ... is the unsuscribe button the way?
Maker
Hi there! Can we take this to messaging/email? I'll need more details to understand this.
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