Define Freshchat
Freshchat is a cutting-edge messaging application for client engagement, sales, and support. Bringing the consistency & experience of consumer messaging apps to businesses, makes a significant improvement over existing live-chat systems and helps them convert visitors into paying customers.
Freshchat is a reducing messaging platform designed for sales and client engagement teams to turn users into satisfied, engaged customers and visitors into leads. As of right now, Freshchat will serve as the built-in messaging platform within Freshdesk, enabling support staff to communicate with clients and website visitors without leaving their desks.
Freshworks wants to provide chat for sales or customer support teams of all sizes. The goal is to assist businesses in increasing lead generation on their websites and improving client engagement. Freshchat can integrate with websites, web applications, native mobile applications, and other messaging services like Facebook Messenger, according to the business. It promises to bring a cutting-edge messaging experience akin to those offered by mobile apps like WhatsApp.
Why should your company choose Freshchat?
A reliable information gathering method
An online chat widget needs to be unobtrusive while still being accessible for website users who require assistance or support. By automatically gathering data and sending it to your customer service team so they can respond to requests and questions, live chat software ought to be able to accomplish this.
A contemporary live chat platform accomplishes all of this by releasing triggered messages depending on user and event attributes, sending in-app contextual campaigns, and deploying active chatbots at the appropriate time. In order to close more deals & increase sales, your consumer engagement teams may follow up on the interactions.
A convenient, accustomed situation
Customers should have no learning curve while using your live chat tool. It should provide the kind of continuous, contextual dialogues akin to instant messaging that users are accustomed to having in their daily lives. Additionally, it must make it simple and quick for users to assign their questions to the appropriate teams via the appropriate Topics.
In the business world, you need to give your support teams a thorough view of every discussion in a single dashboard so they are able to organize their responses and do their tasks more quickly.
A satisfying self-service encounter
When using a live chat platform, the consumer should be able to explore content at their own pace as well as have a conversation with an agent. For clients to find quick and simple solutions to their difficulties, a contemporary live chat tool must integrate self-service products like chatbots, self-help manuals, tutorials, and support videos.
Freshchat provides AI-powered chatbots that can provide exact responses and comprehend purpose while maintaining an interesting conversation. For better responses throughout each engagement, the bot which was before from available materials and ongoing talks. Chatbots are a technology that allows businesses to move beyond customer service. They are now widely used in sales and marketing.
Unrestrained group cooperation
While live chat gives clients a direct line of communication with your company, it should also be used as a tool to increase staff productivity and collaboration on regular work. Your sales & support personnel ought to be able to tag team members, prioritize threads, categorize chats, attach secret notes, and do a lot more with it.
By providing IntelliDesign, a regulation, automated task routing function, Freshchat’s live chat platform elevates team collaboration by enabling you to load balance chat interactions among agents and teams according to their workload or specialization. This enables teams to work at their peak efficiency and guarantees that customers interact with your brand in the best possible way.
Don’t stop at the website chat
Although live chat is frequently utilized on websites, its features can also be reproduced on other platforms to make it easier for customers and businesses to communicate. Check for integrations using messaging apps such as WhatsApp, Facebook, Apple Business Chat, or Line when choosing a live chat program.
Businesses may now go where their customers are thanks to these apps. Businesses have the chance to interact with the billions of consumers that are logged into these apps by using live chat software.
Analytics and reports
Essentially a business-enabling tool, live chat software should be able to generate quantifiable analytics for optimization and improvement. For decision-makers to assess and spot abnormalities and best practices in their live chat operations, it ought to give them meaningful data points.
It should make it possible for live chat employees to evaluate their past performance in terms of metrics like first reaction times, customer happiness score, and process visualization.
Integrated seamlessly
A live chat tool needs to be compatible with all the programs that are essential to your everyday operations and fit into your rounder business toolkit. To manage and nurture customers, it should integrate into your current CRM program. It should also work with your helpdesk program to provide excellent customer service.
In order to help your organization pull & push data seamlessly & assist you in making data-driven decisions, a live chat platform should include the best of everything.
How is live chat made simple for you with Freshchat?
One location to access all client messages
From a single view, manage client messages sent through all channels, including email, in-app chat, internet chat, WhatsApp, iMessage, and more.
Offer immediate client service
Instantly respond to consumer inquiries by combining automated responses with contextual live-agent assistance.
Track the performance of your team.
Track your metrics, spot bottlenecks before they become major problems, and remain on top of your objectives by using bespoke analytics and reports.
Proactively assist clients
Recognize when clients need assistance and send them messages that give proactive support rather than just reactive aid.
More requests can be answered for less money
By automating frequent customer inquiries, you can cut costs while growing your organization without adding staff or increasing spending.
Top features of freshchat
Client campaigns:
You can design focused consumer campaigns with the help of the software to increase client involvement. To keep your customers informed about all of your ongoing promotions, you can follow up with leads, establish email campaigns, and produce push notifications from a single dashboard.
Sentence triggers:
When customers take specific activities, like browsing a website or adding things to a cart, Freshchat makes use of helpful prompted messaging. To assist in converting users into customers, the technology initiates dialogues with them automatically.
Insightful reporting:
The solution gives you in-depth reporting along with insights on important performance indicators. You may see a summary of metrics like assistance activity & team member cover. These assist you in fine-tuning and maximizing your plan for maximum effectiveness.
Co-browsing:
The co-browsing tool makes sure you deliver first-rate customer service. You may communicate with your clients while you show them exactly how to use their own computers by gaining access to their systems.
Chatbots:
Tools using artificial intelligence (AI) help with communication and maintain clients’ interest in your content. The bots lower your expenses and have multi-channel messaging features that make it simple to communicate with users worldwide.
Integrations:
Numerous third-party service providers, including e-commerce platforms, chat services, and sales tools, are fully linked with the software. It is important to note that while some come standard with the software, others can be purchased as add-ons.
Multi-platform communication
The software can send emails & push notifications in addition to its built-in chat system, allowing you to stay in constant communication with your consumers.
Chat tool:
As far as the top live chat software solutions are concerned, Freshchat makes the transition to the center of the pack. It does provide alternatives for sending or receiving attachments and emoticons but doesn’t have all the bells & whistles of its competitors.
Teams:
You can group members of the team into groups like assistants, product owners, and sales using the Freshchat Groups feature. Groups can then be given conversations to discuss.
Routing:
Freshchat allows you to automate conversation routing by assigning discussions to specific team members and groups in accordance with rules that you must set. Routing conversations through Freshchat necessitates upgrading to its Estate plan, which is the second most expensive option.
Triggers:
If you subscribe to a Blossom plan, the Campaigns function can be used to start chats. The Blossom approach, however, only allows for one triggered message. You will have infinite triggered messages if you upgrade past the Blossom plan.
App-specific messaging
You can interact with certain user groups using Freshchat’s in-app conversations and send them promotional messages. Onboarding, support, & proactive messages all employ in-app messaging. This function is compatible with plans starting with “Garden” and higher.
Reporting:
Utilizing measures like CSAT, and Freshchat reports are utilized to evaluate the effectiveness of your staff. In its reports, the resolution is also tracked using tags. This feature is accessible to users of the Blossom plan & higher, but it also necessitates the use of Freshdesk, which costs more than Freshchat. For additional information, have seen the Freshchat Pricing page below.
Dashboard for users:
A real-time view of discussion trends, productivity measures, & team member performance is provided via Freshcat’s sophisticated dashboard. Additionally, it includes user information, user social media accounts, and user event timelines. The Estate plan and higher include access to the advanced dashboard functionality.
Visiting Times:
Depending on the time of day and whether it falls during or outside your office hours, you should adjust your office hours & messages for website visitors. Upgrade to Freshchat’s Blossom plan and higher is necessary to access this feature.
Email account:
There is no email mailbox offered by Freshchat. You must instead purchase an additional application from Freshworks. You will have access to Freskdesk’s email inbox after the integration is implemented.
Benefits of Freshdesk
Enhancing Customer Engagement
Companies may contact customers as soon as possible thanks to Freshchat. With its top-tier AI chatbots, you can answer to their inquiries right away, engage in conversational marketing, and raise overall engagement rates. You may speed up resolution times and assist live agents by allowing them to concentrate solely on attention-demanding inquiries rather than simple, repetitive inquiries by using these chatbots to provide contextual support & agent handovers.
Additionally, the platform features a tool for proactive marketing and campaigns that can be used to sway customers’ choices. This enables you to foresee consumer behavior and offer those activities as questions through the messaging platform. You can target & activate at the appropriate times during their surfing process in this manner.
Better Time for Resolution
The AI-powered chatbots from Freshchat do more than just keep users engaged. You can also respond to consumer issues more quickly. Utilizing personalized chat flows you have created based on frequently asked questions, these chatbots may rapidly provide pertinent answers to consumer inquiries. By doing this, you can drastically cut down on handling times on average and speed up resolutions.
Its ability to be used for several client touchpoints, such as WhatsApp, LINE, Facebook, Core Business Chat, mobile sites, or websites on the web as well as on mobile devices, is what makes these features related so remarkable. Additionally, it includes load balancing & auto-routing capabilities, which makes it simple for your support staff to efficiently and accurately process requests.
Obtain Useful Operational Insights
Freshchat streamlines your procedures while simultaneously gathering useful client data thanks to AI and machine learning. The effectiveness of your support personnel may be evaluated, key operational data can be tracked, and customer behavior can be analyzed to help you improve your customer care process over time.
Regular Customer Experiences
Because Freshchat uses AWS, the company can offer a flexible service. Customers can thus access your stable output choices whenever they choose their preferred channel. Customers are confident that they will get the best help for every request thanks to this consistently high quality of service. To guarantee top-notch service, the platform also conforms to industry norms and laws.
Disadvantages of Freshchat
Premium integrations:
A few users complained that several integrations should have been included in the software packages. Although they may be purchased as add-ons, several buyers had anticipated receiving them as standard.
No office hours:
A number of people mentioned wanting a feature that would prompt customers to leave a note after business hours. They said that doing this would guarantee that clients never felt unimportant.
High volume issues:
According to one user, the method was effective for small firms. However, they claimed that because of the larger business’s greater customer base, the system occasionally slowed down and had hiccups. A few individuals complained about lengthy customer service wait times because of the slow response times.
Conclusion
It is a great idea to evaluate your current live chat software before you begin your software hunt. This will enable you to decide which extra features your subsequent software solution has to have. There are various products available, and it is important to note that some software was made for general usage while other software is made for more specialized uses. TEC can assist you in reducing your options by providing tools like compatibility reports & RFP templates. Additionally, we provide unbiased consulting services to make sure your upcoming software acquisition will largely satisfy your needs. Additionally, Freshchat can be a good fit for you if you are a manager of a company that needs extensive chatbot functionality, consumer interaction, and analytical reporting.
Frequently Asked Questions
33+ languages are supported by Freshchat.
Join Freshdesk by logging in. Click Chat under help channels by going to Admin. By turning the toggle to a right & entering your Freshchat App ID & Widget Token, you can connect your Freshchat membership to your Freshdesk account.
On their website, Freshchat does indeed provide a 30-day free trial.
Freshchat, a built-in messaging platform inside Freshdesk, will enable support staff to communicate with clients and website visitors without leaving the convenience of their help desk.
Freshchat only offers a few integrations. This is because Freshworks is pushing its Freshchat, Freshdesk, and Freshsales software on you. All of Freshchat’s integrations are listed here.
Reference
https://www.wappalyzer.com/technologies/live-chat/freshchat
https://www.smcconsulting.be/freshworks/freshchat-customer-messaging-software/
https://docs.haptik.ai/freshworks/what-are-the-features-of-freshchat
