Overview of Freshchat
Freshchat is a modern and versatile messaging software designed by Freshworks to facilitate seamless communication between businesses and their customers. It is tailored for sales and customer engagement teams to build and manage conversations across various platforms, including websites, mobile apps, and social media.
Key Functionality
- Multichannel Engagement: Freshchat allows businesses to interact with customers through multiple channels such as live chat on websites and mobile apps, WhatsApp, Instagram, Facebook Messenger, Google Business Messages, and LINE. This multichannel approach ensures that customers can reach out through their preferred platforms.
- AI-Powered Chatbots: Freshchat integrates with Freddy AI to deploy intelligent, conversational chatbots. These chatbots can understand and communicate in natural language, helping customers find answers to common questions without the need for human intervention. The chatbots are no-code and easy to deploy, making them a valuable tool for automating customer support.
- Personalized Customer Experience: The platform enables customer service agents to deliver personalized service by providing them with a unified view of all customer interactions across different channels. This allows agents to respond quickly and effectively without having to toggle between multiple screens and apps.
Key Features
- Live Chat and Messaging: Freshchat includes live chat capabilities for websites and mobile apps, allowing real-time engagement with visitors and customers. It also supports in-app chat using Android, iOS, and React Native SDKs.
- Automation and AI: The platform offers advanced automation features, including auto-resolve, IntelliAssign, and no-code bot flows. These automations help in lead generation, customer engagement, and resolving common customer queries.
- Business Hours and Scheduling: Freshchat allows businesses to set up multiple business hours for teams across different geographies, add breaks, and set up away messages. This ensures that customers are informed about the availability of support agents.
- Reporting and Analytics: The software provides comprehensive reporting features, including Team Performance Reports, Agent Availability Reports, CSAT Surveys and Reports, and Advanced Dashboards. These tools help businesses monitor and improve their customer engagement strategies.
- Integration with Other Tools: Freshchat seamlessly integrates with other Freshworks products such as Freshdesk, Freshsales, and also with external platforms like Zendesk, WordPress, and Shopify. This integration enables businesses to manage conversations and tickets from a single interface.
- File Sharing and Screen Sharing: Users can send and receive files across various extensions, and there is also an option for remote screen sharing to assist with sales, onboarding, or support activities.
- User Segmentation and Personalization: Freshchat allows businesses to segment users based on their behavior, usage, and other criteria. It also enables personalization of messages based on visitor data, such as company size, industry, and social profile activity.
Plans and Pricing
Freshchat offers several plans to cater to different business needs, including a free forever plan, a Growth plan, a Pro plan, and an Enterprise plan. Each plan has a distinct feature set and pricing, with the Enterprise plan being the most comprehensive and popular among larger teams.
In summary, Freshchat is a robust messaging solution that enhances customer engagement through multichannel communication, AI-powered chatbots, advanced automation, and comprehensive reporting and analytics. Its flexibility and scalability make it an ideal choice for businesses of all sizes.