Product Overview of Freshchat
Freshchat is a modern and versatile 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 Freshchat Does
Freshchat enables businesses to engage with customers, prospects, and users through multiple channels, including websites, mobile apps, social media platforms, and messaging services like WhatsApp, Instagram, Facebook Messenger, and Google Business Messages. This multichannel engagement capability allows customer service agents to interact with customers on their preferred platforms without the need to switch between different screens and apps.
Key Features and Functionality
Multichannel Support
Freshchat supports a wide range of channels, allowing businesses to engage with customers where they are most active. This includes integration with WhatsApp Business API, Facebook, Instagram, Google Business Messages, and LINE, among others.
Chatbots and Automation
Freshchat leverages Freddy AI to deploy intelligent, conversational chatbots that can understand and communicate in natural language. These chatbots are no-code and can be quickly launched to help customers with common questions, reducing the need for human intervention. The platform also supports advanced automations, such as proactive messages based on user behavior and usage.
Live Chat and Messaging
The platform includes a robust live chat feature that can be embedded on websites and mobile apps using Freshchat’s Web Messenger and mobile SDKs. This allows real-time engagement with visitors, helping to generate leads, retain customers, and increase marketing ROI.
Team Management and Analytics
Freshchat offers advanced team management features, including:
- Auto-resolve: Automatically resolves conversations based on predefined rules.
- IntelliAssign: Assigns conversations to the most suitable agents.
- Business Hours: Sets different business hours for teams across various geographies.
- Advanced Dashboard: Provides detailed analytics and performance reports.
- Team Performance Report: Tracks agent performance and team metrics.
- Agent Availability Report: Monitors agent availability and workload.
Integration and Customization
Freshchat integrates seamlessly with other Freshworks products like Freshdesk, Freshsales, and also with third-party platforms such as Zendesk, WordPress, and Shopify. This allows businesses to manage conversations and tickets from a single interface. Additionally, features like Conversation APIs and custom event triggers enhance the platform’s flexibility and customization capabilities.
Customer Experience Enhancements
To improve customer experience, Freshchat includes features such as:
- Live Translate: Enables real-time translation of conversations.
- CSAT Survey and Report: Collects customer satisfaction feedback and provides detailed reports.
- Screen Sharing: Allows agents to guide users remotely for sales, onboarding, or support.
- File Sharing: Enables the sharing of files across various extensions and creates a repository for quick access.
Pricing and Plans
Freshchat offers a range of plans to suit different business needs, including a free forever plan, as well as paid plans such as Growth, Pro, and Enterprise. Each plan comes with a different set of features, allowing businesses to scale their engagement capabilities as needed.
In summary, Freshchat is a powerful tool for businesses looking to enhance their customer engagement and sales interactions through multichannel messaging, intelligent chatbots, advanced automation, and robust team management and analytics. Its flexibility, ease of use, and scalable pricing make it an attractive solution for businesses of all sizes.