FreshChat
Engage customers w/ FreshChat. Modern messaging software for sales and customer support, including live chat and chatbots.
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Top 3 Features
Live chat software for customer support and sales teams.
Real-time messaging, chatbots, and proactive customer engagement.
Integrations with popular CRM and helpdesk systems, with customizable branding.
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Software Category
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Software Description
The software description may have been generated by L2Business during the initial deployment of our directory and may not reflect the provider’s input. L2Business is transitioning to provider-written descriptions; however, we make no representations or warranties regarding the accuracy, completeness, or reliability of this description.
Introduction
FreshChat is a cloud-based customer support and messaging platform designed to help businesses engage and communicate with their customers effectively. With its powerful features and user-friendly interface, FreshChat enables businesses to provide timely support, enhance customer experience, and streamline their customer service workflows. In this review, we will explore the key features and benefits of FreshChat and how it can help businesses improve their customer support and communication.
Customer Messaging and Engagement
Omni-channel Support
FreshChat offers omni-channel support, enabling businesses to communicate with their customers across various channels, such as email, live chat, social media, and mobile apps. By consolidating all customer interactions into a single platform, FreshChat allows businesses to manage and respond to customer queries efficiently, regardless of the channel through which they were received.
Proactive Messaging
With its proactive messaging feature, FreshChat enables businesses to send targeted, automated messages to customers based on their behavior and preferences. This feature can be used to engage with customers, gather feedback, promote offers, and more, helping businesses improve customer satisfaction and drive conversions.
AI-powered Chatbots
Intelligent Chatbots
FreshChat features AI-powered chatbots that can be used to automate routine customer support tasks, such as answering frequently asked questions, gathering customer information, and routing conversations to the appropriate support agents. By automating these tasks, businesses can reduce response times, increase efficiency, and ensure that their support agents can focus on more complex customer queries.
Customizable Chatbots
FreshChat's chatbots can be customized to suit the unique needs of each business. Users can create their own chatbot workflows, define conversation paths, and train chatbots to understand specific industry terminology or business-specific queries, ensuring that the chatbot provides relevant and accurate support to customers.
Team Collaboration and Reporting
Team Inbox
FreshChat's team inbox provides a centralized location for support agents to manage and respond to customer conversations. The inbox includes features such as conversation assignment, internal notes, and canned responses, enabling support teams to collaborate effectively and resolve customer queries faster.
Performance Reporting
FreshChat offers in-depth reporting and analytics features that provide businesses with insights into their customer support performance. Users can track metrics such as response times, resolution times, and customer satisfaction scores, helping businesses identify areas for improvement and make data-driven decisions to enhance their customer support operations.
Conclusion
FreshChat is a versatile and user-friendly customer support and messaging platform that enables businesses to communicate with their customers effectively, provide timely support, and streamline their customer service workflows. With its omni-channel support, AI-powered chatbots, team collaboration features, and performance reporting, FreshChat is an excellent choice for businesses looking to improve their customer support and communication.
Product Video
Product Screenshots
Active Pricing Plans
Free
For getting started. Up to 100 agents.
Includes:
No free sessions
100 Campaign Contacts
Chatbots FREDDY
Chatbot Analytics FREDDY
Inbox Views
Topics
Groups
Conversation Labels
Bulk Actions
User Properties
Email
Mobile SDK
Wordpress
Shopify
Conversation Switch
Contact enhancement
Threads
Conversation properties
$0
Growth
For fast growth. Billed per agent.
Includes everything in Free and...
500 Campaign Contacts
Assignment Rules
Priority Inbox
Canned Responses
Private Notes
User Events & Timeline
User Segmentation
Business Hours (Global)
Offline experience
Basic Dashboard
FAQs
Conversations Overview Report
Facebook Messenger
Files
Marketplace (App Store)
SMS
WhatsApp Business
Freshdesk integration
Instagram DM
LINE
Google Business Messages
Task management
Telephony in Freshchat
$21 per agent/month
Pro
For high performance. Billed per agent.
Includes everything in Growth and...
500 Campaign Contacts
Auto-resolve
IntelliAssign
Business Hours (by Groups)
Live Translate
Advanced Dashboard
Advanced Automations POPULAR
Team Performance Report
Agent Availability Report
Roles and Permissions
CSAT Survey and Report
Conversation APIs
$59 per agent/month
Main Features
Live Chat
Chatbot Automation
Omnichannel Messaging
Team Collaboration
Canned Responses
File Sharing
Chat Routing & Assignment
Chat History & Transcripts
Real-Time Notifications
Analytics & Reporting
Chat Routing & Assignment
Chat History & Transcripts
Analytics & Reporting
Live Chat
Provider Feature Description
The Live Chat feature in FreshChat software allows businesses to engage in real-time conversations with their website visitors. It enables businesses to provide instant support and assistance by having a chat widget on their website. The feature includes features like triggered messages, chat routing, canned responses, and file sharing to enhance the customer support experience. It helps to drive customer engagement, increase sales, and improve customer satisfaction.
Chatbot Automation
Provider Feature Description
The chatbot automation feature in FreshChat enables businesses to automate and streamline their customer support process. With this feature, businesses can set up predefined chatbot responses based on common customer queries. The chatbot interacts with customers in real-time, providing instant responses to frequently asked questions. It also offers personalized assistance by collecting customer information and routing conversations to the appropriate team members if needed. This feature helps businesses save time and resources while ensuring prompt and efficient customer service.
Omnichannel Messaging
Provider Feature Description
The omnichannel messaging feature in FreshChat software enables businesses to communicate with their customers seamlessly across multiple channels, such as website chat, social media platforms, and messaging apps, all from a centralized dashboard. This allows businesses to provide consistent and personalized support to their customers, regardless of the channel they choose to communicate through. Additionally, the omnichannel messaging feature in FreshChat provides real-time notifications and intelligent routing, ensuring quick and efficient handling of customer inquiries.
Team Collaboration
Provider Feature Description
The team collaboration feature in FreshChat allows teams to work together efficiently and effectively. With this feature, team members can have real-time conversations, share files, and collaborate on projects within the software. It provides a central hub for team communication, enabling seamless collaboration and reducing the need for external communication tools.
Canned Responses
Provider Feature Description
The canned responses feature in FreshChat allows users to create and save pre-written responses to commonly asked questions or greetings. These canned responses can then be easily accessed and used during chats with customers, saving time and ensuring consistent and efficient communication.
File Sharing
Provider Feature Description
The file sharing feature in FreshChat enables users to easily share files and documents with others. With this feature, users can directly upload and send files within the chat interface. This allows for seamless collaboration and easy access to important information. Additionally, users can choose to share files from their device or from cloud storage services such as Google Drive or Dropbox.
Chat Routing & Assignment
Provider Feature Description
The chat routing and assignment feature in FreshChat allows businesses to streamline their customer support process. This feature automatically directs incoming chat requests to the most appropriate agent based on predefined rules, such as expertise or availability. It ensures that customers are connected with the right person to address their queries or issues, reducing response times and improving customer satisfaction. Additionally, this feature supports assigning chats manually, giving greater control to supervisors or teams to distribute workload effectively.
Chat History & Transcripts
Provider Feature Description
The chat history and transcripts feature in FreshChat allows users to maintain a record of all conversations with customers through live chat. This feature enables users to access past chat conversations and review the entire interaction history with a particular customer. By having transcripts readily available, users can refer back to previous conversations, track customer inquiries, and provide more personalized and efficient support.
Real-Time Notifications
Provider Feature Description
The real-time notifications feature in FreshChat enables users to receive instant updates and alerts about various events and activities happening within the software. These notifications can include new chat requests, customer responses, agent assignment, or any other relevant information. By providing real-time notifications, this feature ensures that users can stay informed and promptly respond to customer queries and issues, enhancing overall customer support efficiency.
Analytics & Reporting
Provider Feature Description
The analytics and reporting feature in FreshChat provides users with valuable insights and data about their chat interactions and performance. With this feature, users can track metrics such as response times, chat volumes, customer satisfaction ratings, and agent performance. The reporting functionality enables users to generate and export detailed reports, helping them analyze trends, identify areas for improvement, and make data-driven decisions to enhance their customer support experience.
Chat Routing & Assignment
Provider Feature Description
The chat routing and assignment feature in FreshChat allows businesses to streamline their customer support process. This feature automatically directs incoming chat requests to the most appropriate agent based on predefined rules, such as expertise or availability. It ensures that customers are connected with the right person to address their queries or issues, reducing response times and improving customer satisfaction. Additionally, this feature supports assigning chats manually, giving greater control to supervisors or teams to distribute workload effectively.
Chat History & Transcripts
Provider Feature Description
The chat history and transcripts feature in FreshChat allows users to maintain a record of all conversations with customers through live chat. This feature enables users to access past chat conversations and review the entire interaction history with a particular customer. By having transcripts readily available, users can refer back to previous conversations, track customer inquiries, and provide more personalized and efficient support.
Analytics & Reporting
Provider Feature Description
The analytics and reporting feature in FreshChat provides users with valuable insights and data about their chat interactions and performance. With this feature, users can track metrics such as response times, chat volumes, customer satisfaction ratings, and agent performance. The reporting functionality enables users to generate and export detailed reports, helping them analyze trends, identify areas for improvement, and make data-driven decisions to enhance their customer support experience.
How These Features Solve Your Problems
Connect with Software Providers: Ask & Upvote!
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Customer Ratings
Usability
Usability assesses how user-friendly and intuitive the software is. It includes factors like ease of navigation, interface design, and overall user experience. A high rating in this category indicates that users find the software easy to learn and use.
Functionality
and Features
Functionality and Features evaluates the effectiveness of the software's features and its ability to perform its intended functions. It considers the richness of features, their relevance to the users' needs, and how well they integrate to provide a solution.
Performance
and Reliability
Performance and Reliability focuses on the software's speed, responsiveness, and stability. High ratings here would mean the software operates smoothly, with minimal bugs or crashes, and delivers consistent performance.
Customer Support
and Service
Customer Support and Service rates the quality of the customer support provided by the software company. It includes aspects like the responsiveness of customer service, the availability of resources (like tutorials and FAQs), and the overall satisfaction with the support received.
Value for Money
Value for Money assesses whether the software provides good value for its cost. It considers the software's pricing in relation to its features, performance, and the benefits it offers to the user. A high rating here indicates that users feel the software is priced fairly for the value it provides.
Customer Reviews
Software Security Features
Software Integrations
Seamless Connections: Unleash the Power of Integrations
Do you love your current software, but wish it could talk to the others in your tech stack? We hear you! That's where integrations come in.
Here, you can find a comprehensive list of software that integrates with this software, allowing you to:
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Streamline workflows: Effortlessly transfer data between applications, eliminating manual entry and errors.
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Boost productivity: Automate tasks and save valuable time by letting your software work together.
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Gain deeper insights: Combine data from different sources for a unified view of your operations and customers.
Find Your Perfect Match:
Simply browse the software listings below. Each listing will indicate if it integrates with our solution, making it easy to build a powerful, connected ecosystem for your business needs.
Not listed here? No problem! We're constantly expanding our integration network. Feel free to reach out to us to discuss potential integrations with your favorite software.
Customer Support & Implementation
Software Deployment
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Deployment options:
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On-premises: This means that the software is installed on the customer's own hardware and software. This option can be more secure and give the customer more control over the software, but it can also be more expensive and time-consuming to maintain.
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Cloud-based: This means that the software is hosted on a third-party server. This option can be more scalable and cost-effective than on-premises deployment, but it can also be less secure and give the customer less control over the software.
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SaaS (Software as a Service): This is a type of cloud-based deployment where the customer accesses the software over the internet. SaaS is a good option for businesses that need a quick and easy way to deploy software, but it can also be more expensive than other deployment options.
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Web-based: This means that the software is accessed through a web browser. Web-based software is typically easy to use and deploy, but it may not have the same features as other types of software.
Device Compatibility
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Device Compatability:
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Desktop: This means that the software is compatible with desktop computers running Windows, macOS, or Linux.
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Mobile: This means that the software is compatible with mobile devices running iOS or Android.
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Tablet: This means that the software is compatible with tablet devices running iOS or Android.
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Web: This means that the software can be accessed through a web browser.
Customer Support Options
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Self-service support
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Knowledge Base: A comprehensive collection of articles, FAQs, and troubleshooting guides that customers can access to resolve issues on their own.
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Online Forums: A platform for customers to discuss issues, share solutions, and connect with other users.
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Tutorials and Videos: Step-by-step guides and visual demonstrations that help customers learn how to use the software.
Reactive support
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Email Support: Customers can send email inquiries to the support team, who will typically respond within 24 hours.
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Phone Support: Customers can call a toll-free number to speak directly with a support representative.
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Live Chat: Customers can chat with a support representative in real time through a web-based chat interface.
Proactive support
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In-app Help: Contextual help and support options embedded directly within the software application.
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Predictive Support: AI-powered systems that anticipate potential issues and proactively offer solutions to customers.
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Account Management: Dedicated support representatives assigned to specific customers to provide personalized assistance.
Escalated support
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Ticket Escalation: For complex or unresolved issues, customer support tickets can be escalated to higher levels of expertise.
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On-site Support: For critical issues, technical support personnel can be dispatched to the customer's location to provide in-person assistance.
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SLAs (Service Level Agreements): Customers can pay for premium support services with guaranteed response times and resolution times.
Manuals & Resources
Awards & Achievements
This feature is in development and we hope to share it soon!
Testimonials & Case Studies
This feature is in development and we hope to share it soon!
Blog Integration
The provider has not yet listed their blog for integration with the L2Business Platform.