Freshchat

Catch 'em all. Keep 'em all.

#5 Product of the DaySeptember 19, 2017

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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Reviews

  • Pros: 

    Simple

    Cons: 

    Terrible analytics dashboard, lately unreliable

    The analytics section of this product is a joke compared to LiveChat. We use both (for different use cases) and are really unsatisfied with Freshchat. It's really hard to have a good grasp of your operation with such scant reporting capabilities. LiveChat offers much more customization and flexibility. I'd definitely recommend you use that.

    It's also been unreliable of late, where several of our users are unable to use the chat. We've reported the problem and it took them about 5 days to detect it as a bug, and they've returned us an estimated 15 days for the bug to be fixed. This is way too long.

    The only reason we haven't switched over completely is because to integrate LiveChat into our android app, we'd lose native support for push notifications and would have to implement it ourselves. We've researched chat apps quite a bit and definitely recommend LiveChat. We've looked at Intercom too and it looks very promising but would only make sense for us if we switched our e-mail support system (Zendesk) to Intercom as well.

    Bernardo Campos has used this product for one year.
  • Arun Sathiya
    Arun SathiyaHappiness Engineer, Automattic
    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.

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

    Arun Sathiya has used this product for one month.
    Comments (2)

Discussion

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Santosh Panda
Santosh Panda@santoshpanda · Event Tech Evangelist. CEO @Explara
wow! Freshchat seems All-in-One 👉: Intercom + Drift + Olark + Inbox After seeing https://www.freshworks.com/fresh..., I might switch from Zoho CRM Suite to Freshworks! :-) ---- A long time Zoho Loyalist.
Sam Rizzi
Sam Rizzi@rizzisam · PM/Co-Founder @Crid_io
Seems like a lot of potential. Will have to keep a close eye on this one.
Hunter Becton
Hunter Becton@hunterbecton · Founder at Skillthrive
Think I may be switching away from Intercom...
Srikrishnan Ganesan
Srikrishnan GanesanMaker@srikrishnang · Building Freshchat @ Freshworks
@hunterbecton We'll be waiting to onboard you Hunter!
Hunter Becton
Hunter Becton@hunterbecton · Founder at Skillthrive
@srikrishnang So what's the best process for moving over users from Intercom to Freshchat?
Srikrishnan Ganesan
Srikrishnan GanesanMaker@srikrishnang · Building Freshchat @ Freshworks
@hunterbecton 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!
Hari Ganapathy
Hari GanapathyHiring@ichbinhari · Co-Founder
this seems interesting.. top of mind questions - given how cluttered the market is - how are you guys different from the other players? And do you believe that that it works best only when we have bought in completely into the Freshworks suite? if yes - when are you getting a bundled pricing for all your products :)
Srikrishnan Ganesan
Srikrishnan GanesanMaker@srikrishnang · Building Freshchat @ Freshworks
@ichbinhari Playing in large markets and making an impact has worked well for Freshworks as a company. When we build a "refreshing" product in markets with many players providing a more old school experience, it's a no-brainer for many businesses to see the value and move. There are other new players as well in this space, but I think we have built a full featured and yet affordable product. We do have some good differentiators as well and I guess that really helps when people are making a comparison. This works great as a standalone offering. No need to be part of the Freshworks ecosystem already. But of course, if you are also using a helpdesk or CRM, there's advantages to getting all of it from us.
Rohit Agarwal
Rohit Agarwal@jumbld · ❤️Products, SaaS, The free internet.
The interface looks so happy! Kudos @srikrishnang
Srikrishnan Ganesan
Srikrishnan GanesanMaker@srikrishnang · Building Freshchat @ Freshworks
@jumbld Thanks Rohit!
Deven Bhooshan
Deven Bhooshan@devenbhooshan · Building MindIQ
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.
Srikrishnan Ganesan
Srikrishnan GanesanMaker@srikrishnang · Building Freshchat @ Freshworks
@devenbhooshan 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!