Product Overview of Freshchat
Freshchat is a comprehensive and modern messaging software designed by Freshworks to facilitate seamless customer engagement and sales interactions across various channels. Here’s a detailed look at what Freshchat does and its key features.
What is Freshchat?
Freshchat is an advanced solution that enables businesses to build and manage conversations with prospects and customers through multiple channels, including websites, mobile apps, social media, WhatsApp, Instagram, Google Business Messages, and more. This platform is tailored for sales and customer engagement teams to deliver a continuous and context-driven messaging experience.
Key Features and Functionality
Multichannel Engagement
Freshchat allows businesses to engage with customers through a variety of messaging channels, all managed from a single inbox. This includes web chat, mobile apps, email, social media, and SMS, ensuring that customer service agents can provide support without the need to toggle between different screens and apps.
AI-Powered Chatbots
Freshchat leverages Freddy AI to deploy intelligent, conversational chatbots that can understand and communicate in natural language. These chatbots provide around-the-clock support, helping customers find answers to common questions without the need for human intervention. The chatbots are no-code and fast to launch, making it easy for businesses to scale their support operations.
Live Chat and Real-Time Communication
The platform offers a live chat feature that is customizable to fit the brand identity of the business. It includes features like live typing, which allows support representatives to see what a customer is typing before they send the message, enabling quicker and more anticipatory responses. Additionally, live translate functionality allows agents to respond to customers in their native language in real-time.
Automation and Routing
Freshchat includes advanced automation features such as IntelliAssign, which auto-routes conversations to agents based on their skill levels and workload. Automated campaigns and proactive messaging capabilities allow businesses to send targeted messages to customers, enhancing both marketing and support efforts.
Personalization and Analytics
The platform provides tools like visitor intel, which offers insights into customer behavior and navigation paths, helping agents tailor conversations to individual customers. It also includes features like agent performance reports, team inbox, and CSAT (Customer Satisfaction) surveys and reports to measure and improve customer service quality.
Customization and Integration
Freshchat allows for extensive customization of the chat widget, including the ability to change the widget launcher logo, enable pre-chat forms, and customize UI strings. The platform is highly integrable with CRM systems, marketing automation tools, and e-commerce platforms, ensuring a seamless and personalized customer experience across different touchpoints.
Additional Features
Other notable features include canned responses for quick and consistent communication, co-browsing for real-time assistance, file sharing, and user segmentation. Freshchat also supports multiple chat widgets for different websites or webpages, making it suitable for multi-brand commerce companies or businesses with multiple sites.
In summary, Freshchat is a robust messaging solution that enhances customer engagement through multichannel support, AI-powered chatbots, live chat capabilities, automation, and extensive customization and integration options. It is designed to improve agent productivity, provide personalized customer experiences, and scale support operations efficiently.