Freshchat - Detailed Review
Chat Tools
Freshchat - Product Overview
Freshchat Overview
Freshchat, a product from Freshworks, is a modern messaging software that facilitates continuous and context-driven conversations between businesses and their customers. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Freshchat is built to enable businesses to engage with customers through various channels such as websites, mobile apps, and social media platforms like WhatsApp, Instagram, and Facebook. It combines live chat capabilities with AI-powered chatbots to provide a seamless and personalized customer support experience.Target Audience
Freshchat is suitable for businesses of all sizes, ranging from small startups to large enterprises. It caters to the unique needs of different organizations by offering flexible features and versatile plans, making it an ideal solution for sales and customer engagement teams.Key Features
Live Chat and Chatbots
Freshchat allows businesses to deploy intelligent, conversational chatbots using Freddy AI, which can understand and communicate in natural language to help customers with common questions without the need for human intervention. The platform also includes built-in live chat, enabling agents to take over conversations from chatbots when necessary.Multi-Channel Support
Freshchat supports multiple channels, including websites, mobile apps, SMS, WhatsApp, Instagram, Facebook, and Google Business Messages. This ensures that customers can be engaged on the platforms they prefer.Targeted Messaging
The platform offers tools for creating targeted messages, which can be used for onboarding new users, lifecycle marketing, gathering feedback, and making announcements. These messages can be scheduled and targeted to specific user segments using filters and custom attributes.Automation and Analytics
Freshchat includes advanced automation features such as auto-resolve, IntelliAssign, business hours settings, and live translation. It also provides comprehensive analytics and reporting tools, including team performance reports, agent availability reports, and CSAT surveys.AI Capabilities
Freddy AI, a component of Freshchat, includes Self Service, Copilot, and Insights. These features help in training chatbots on knowledge base articles, summarizing conversations, and detecting sentiment. The AI also supports intent and entity detection, allowing the chatbot to understand user intentions and capture specific information from conversations.Integrations
Freshchat integrates with over 400 applications, including Make, Shopify, and WooCommerce, making it versatile and adaptable to various business environments. Overall, Freshchat is a powerful tool for businesses looking to enhance their customer engagement and support capabilities through AI-driven chat solutions. Freshchat - User Interface and Experience
User Interface of Freshchat
Freshchat, a prominent tool in the chat tools and AI-driven product category, is designed to be user-friendly and intuitive.
Ease of Use
Freshchat is generally praised for its easy-to-use interface. Users have noted that the dashboard is simple and straightforward, making it accessible even for those who are not tech-savvy. When you first create your account, Freshchat provides a walkthrough of the Team Inbox, which helps new users get familiar with the platform quickly.
Customization and Personalization
The chat widgets in Freshchat are highly customizable, allowing you to align the live chat interfaces with your brand’s aesthetics. You can adjust the color and logo, as well as personalize the welcome messages based on the visitor’s behavior or journey on your site. This customization helps in making the interactions more engaging and relevant.
Dashboard and Analytics
The support dashboard in Freshchat is well-organized and provides various widgets to track key metrics such as chat conversations status, chat assignment status, chat performance trends, first response time, response time, wait time, resolution time, and customer satisfaction. These analytics tools help in monitoring and improving the overall customer service efficiency.
Integrations and Compatibility
Freshchat integrates seamlessly with multiple messaging channels and popular applications like WhatsApp, Instagram, Apple Business Chat, and Google Business messaging. This extensive integration capability enhances the platform’s functionality and compatibility, making it easier to manage customer interactions across different channels.
User Experience
Users have reported a positive overall experience with Freshchat. The platform’s clean and attractive UI makes it easy for both agents and end-users to engage effectively. However, some users have noted that while the main interface is intuitive, certain areas like customizing the chat widget can be less so.
AI and Automation
Freshchat’s AI-driven features, such as Freddy AI, enhance the user experience by providing context-driven chatbots that can handle routine inquiries around the clock. The platform also offers features like live translation, canned responses, and automation rules that help in streamlining the support process.
Summary
In summary, Freshchat’s user interface is user-friendly, easy to set up, and highly customizable. It offers a range of features and integrations that enhance customer engagement and support efficiency, making it a solid choice for businesses of all sizes.
Freshchat - Key Features and Functionality
Freshchat Overview
Freshchat, a product of Freshworks, is a comprehensive chat and customer engagement platform that integrates various advanced features, particularly in its AI-driven chat tools. Here are the main features and how they work:
Chatbot Capabilities
Freshchat allows you to create and customize AI-powered chatbots using a drag-and-drop interface, requiring no coding. Here are some key features:
- Intent Detection: Freshchat’s chatbots can understand the intent of the user through predefined training phrases. This helps in guiding the user to the correct solution.
- Conversational Bot Builder: You can create and deploy chatbots quickly using natural language prompts and a drag-and-drop interface.
- AI-Generated Answers: The chatbots can provide real-time, accurate responses from your knowledge base and external sources.
- Chatbot Templates: Industry-specific templates are available to accelerate the setup of your chatbots.
- Conditions and Actions: You can add conditions to your chatbot flows to create personalized experiences and perform various actions like storing data, assigning conversations, and triggering eCommerce actions.
AI Integration with Freddy AI
Freddy AI is a crucial component of Freshchat’s AI capabilities:
- Self Service: Freddy AI can be trained on your knowledge base articles, allowing the chatbot to automatically answer questions and refer customers to relevant articles.
- Copilot: This feature boosts productivity for agents by rephrasing texts, summarizing conversations, and detecting sentiment. It also helps in creating knowledge base articles.
- Insights: Admins can ask Freddy AI questions, and it can perform tasks and generate insights.
Live Chat Features
Freshchat includes a built-in live chat with several advanced features:
- Assignment Rules: Conversations can be automatically assigned to agents based on predefined rules.
- Conversation Routing: Rules can be set up to route conversations to the most appropriate agents.
- SLA Policies: Service Level Agreement policies can be implemented to ensure timely responses.
- Live Translation: Agents can respond to customers in their language in real-time using live translation.
- Visitor Intel: Provides information on who the visitors are, their navigation path, and more, helping in personalized conversations.
Omnichannel Support
Freshchat supports multiple channels for deploying your chatbots and live chat:
- Website: You can publish your chatbot on your website.
- Facebook Messenger: Integration with Facebook Messenger is available.
- Instagram: Although not explicitly mentioned, Freshchat supports engagement on multiple social media platforms, including potentially Instagram through broader social media integrations.
- WhatsApp: You can publish your chatbot on WhatsApp.
- SMS: Integration via Twilio or Gupshup allows for SMS support.
- Google Business Messages: Support for Google Business Messages is also available.
Personalization and Automation
- User Segments: You can create user segments based on custom fields and tags, allowing for targeted communication.
- Journeys: Freshchat enables sending targeted messages and proactively reaching out to customers through predefined journeys.
- Canned Responses: Predefined replies for common questions can be set up to speed up the response time for support teams.
Integration and Customization
- API Integration: Freshchat offers an API that allows businesses to integrate its functionality into their own applications and systems. This includes integration with OpenAI’s ChatGPT for more intelligent and automated responses.
- Marketplace: Freshchat has a robust Marketplace where you can find and integrate hundreds of third-party applications and systems.
These features collectively enhance the efficiency, responsiveness, and personalization of customer communication processes, making Freshchat a powerful tool for customer engagement and support.
Freshchat - Performance and Accuracy
Evaluating Freshchat’s Performance and Accuracy
Evaluating the performance and accuracy of Freshchat, a prominent AI-driven chat tool, involves examining several key aspects of its functionality and user interaction.
Performance Metrics
Freshchat’s performance can be assessed through various metrics provided by its analytics dashboard. Here are some critical indicators:
- Response Times: Freshchat tracks first response time, average response time, and resolution time, which are essential for evaluating the efficiency of your customer service team.
- Goal Completion Rate (GCR): This metric measures how effectively the chatbot fulfills its intended purpose, such as answering queries or facilitating transactions. A high GCR indicates a well-functioning chatbot.
- Human Takeover Rate: This rate shows how often the chatbot escalates issues to human agents. A lower rate suggests the chatbot is handling queries effectively, reducing the load on customer service teams.
- Average Chat Duration: This metric helps in finding a balance between engagement and query resolution efficiency. Too short or too long durations can indicate areas for improvement.
Accuracy and Effectiveness
The accuracy of Freshchat’s chatbots is enhanced by several features:
- Intent Detection: Freshchat’s chatbots use AI and ML to detect user intent and provide immediate solutions, reducing wait times for customers.
- Response Accuracy: This metric measures the precision of the chatbot’s answers to user queries, directly linked to user satisfaction and the effectiveness of the chatbot’s NLP algorithms.
- Missed Utterances: Tracking instances where the chatbot fails to understand user queries helps in refining the chatbot’s NLP capabilities, making it more adept at handling various user queries.
Real-Time Insights and Customization
Freshchat provides real-time insights through its analytics dashboard, allowing for quick optimization and decision-making. The platform offers custom reports and metrics such as user satisfaction, conversation flow, active users, and retention rate.
Limitations and Areas for Improvement
While Freshchat is highly effective, there are some limitations:
- Message Type Limits: On certain channels like Facebook Messenger, there are limits to the number of carousels and buttons that can be used. Exceeding these limits can result in an IVR-like flow for end users.
- Self-Service Widget Capabilities: The self-service widget lacks some features available in the Conversations widget, such as push messages, FAQs, or Topics, which are more suited for agent-customer interactions.
- Escalation Rate: The frequency at which the chatbot needs to escalate complex queries to human agents can highlight areas where the chatbot may need additional training or refinement in AI algorithms.
Engagement and Personalization
Freshchat excels in proactive customer engagement by allowing AI chatbots to interact with website visitors based on user type, location, and actions on the website. The chatbots can also pull customer data from your CRM to offer personalized support and product recommendations.
In summary, Freshchat’s performance and accuracy are well-supported by its advanced analytics, real-time insights, and AI-driven chatbot capabilities. However, there are specific limitations, particularly in message type limits and the capabilities of the self-service widget, that users should be aware of to optimize their use of the platform.
Freshchat - Pricing and Plans
Freshchat Pricing Plans
Freshchat, a live chat and AI bots solution from Freshworks, offers a versatile pricing structure to cater to various business needs. Here’s a breakdown of the different plans and their features:
Free Plan
- Price: $0/month/agent, $0/year/agent
- Features:
- Chatbots (though no free sessions are included)
- Chatbot Analytics
- Inbox Views
- Topics
- Groups
- Conversation Labels
- Bulk Actions
- User Properties
- Mobile SDK
- Integration with WordPress, Shopify
- Conversation Switch
- Contact enhancement
- Threads
- Conversation properties
- Who it’s for: Businesses just getting started, with up to 10 agents supported.
Growth Plan
- Price: $23/agent/month (monthly billing), $19/agent/month (annual billing)
- Features:
- Everything in the Free plan plus:
- Assignment Rules
- Priority Inbox
- Canned Responses
- Private Notes
- User Events & Timeline
- User Segmentation
- Global Business Hours
- Offline experience
- Basic Dashboard
- FAQs
- Conversations Overview Report
- Integration with Facebook Messenger, SMS, WhatsApp Business, Instagram DM, LINE, Google Business Messages
- Freshdesk integration
- Task Management
- Telephony in Freshchat
- 500 Freshbot sessions included per month
- Who it’s for: Growing businesses that need more features than the Free plan offers.
Pro Plan
- Price: $59/agent/month (monthly billing), $49/agent/month (annual billing)
- Features:
- Everything in the Growth plan plus:
- Auto-resolve
- IntelliAssign
- Business Hours (by Groups)
- Live Translate
- Advanced Dashboard
- Advanced Automation
- Team Performance Report
- Agent Availability Report
- Roles and Permissions
- CSAT Survey and Report
- Conversation APIs
- 3000 Freshbot sessions included per month
- Who it’s for: Larger teams seeking high performance and better analytics, especially those with global customers.
Enterprise Plan
- Price: $95/agent/month (monthly billing), $79/agent/month (annual billing)
- Features:
- Everything in the Pro plan plus:
- Allowed Domains
- User Authentication (JWT)
- Skill-based routing
- 5000 Freshbot sessions included per month
- Enterprise-grade support
- Who it’s for: Established businesses that want all the features Freshchat has to offer, including advanced security and technical features.
Additional Notes
- All paid plans include 500 campaign contacts per account per month.
- Additional bot sessions can be purchased as needed ($100 for 1,000 bot sessions).
- Freshchat offers a 14-day free trial period for new users, during which you can switch between different plans to find the one that suits your needs.
Freshchat - Integration and Compatibility
Freshchat Overview
Freshchat, a product of Freshworks, is renowned for its seamless integration with various tools and its broad compatibility across different platforms and devices. Here are some key points on how Freshchat integrates with other tools and its compatibility:Integration with Freshdesk
Freshchat can be integrated with Freshdesk, a help desk software, to convert Freshchat conversations into Freshdesk tickets and to transport Freshdesk FAQ folders into Freshchat FAQ categories. This integration involves linking your Freshdesk account with Freshchat by entering your Freshchat App ID and Token ID, and using your Portal URL and API Key within Freshchat.Unified Messaging Channels
Freshchat integrates with multiple messaging channels such as Facebook Messenger, Instagram DM, WhatsApp, Telegram, and email. This allows for centralized management of customer communications, ensuring that all messages from different platforms are routed to a single inbox. For example, the Freshchat mobile app supports channels like WhatsApp, SMS, Email, and Facebook, enabling agents to manage all customer communications from one place.E-commerce Platforms
Freshchat seamlessly integrates with e-commerce platforms like Shopify, WooCommerce, and Stripe. This integration enhances customer experiences by facilitating direct purchases and delivering post-sale services through chat-based support.Document360 and Knowledge Base
Freshchat can be integrated with Document360, a knowledge base platform, allowing support agents to access relevant documentation and knowledge resources directly within Freshchat. This integration simplifies customer support operations and ensures accurate and efficient support.Chatbots and AI-Powered Assistance
Freshchat leverages AI-powered chatbots, such as Freddy, which use NLP and machine learning to understand customer context and sentiment. These bots can be integrated with your website, mobile app, messaging channels, and social media platforms as part of an omnichannel strategy. They can also auto-update customer data and execute actions based on triggers.Cross-Platform Support
Freshchat is available on a wide range of devices and platforms, including Android, iOS, Mac, and Windows. This cross-platform support ensures accessibility for a broad user base, making it suitable for freelancers, small businesses, medium-sized businesses, and large enterprises.Multilingual Support
Freshchat supports real-time translation in over 33 languages, allowing businesses to serve global or multi-cultural customer bases effectively. This feature ensures that all customers can interact in their preferred language, enhancing their experience.Automated Workflows and Organizational Features
Freshchat includes the Automations App for creating efficient chat workflows and offers centralized file storage and tools for managing business hours. These features help in efficient scheduling and organization of customer engagements.Conclusion
In summary, Freshchat’s integration capabilities and cross-platform compatibility make it a versatile tool for enhancing customer engagement and support across various channels and devices. Its ability to integrate with multiple platforms, use AI-powered chatbots, and support multilingual interactions makes it a valuable asset for businesses of all sizes. Freshchat - Customer Support and Resources
Customer Support Options
Chat Support
Freshchat provides 24/7 support through its chat feature. Users can initiate a chat by clicking the “Quick Help” icon in the top right corner of the Agent Portal and selecting “Chat with us.” The chat support is available under topics such as “Support” or “Help & Support.” While the chatbot is available 24/7, live agents are available 24/5 for real-time support.AI-Powered Chatbots
Freshchat leverages AI-powered chatbots, such as Freddy AI, to automate support, boost productivity, and track performance. These chatbots can handle customer queries, provide real-time answers, and even engage in casual conversations in multiple languages to improve customer interaction.Additional Resources
Knowledge Base and How-To’s
Freshworks offers a detailed knowledge base containing articles and how-to guides to help users learn Freshchat’s best practices. This resource is invaluable for setting up and optimizing the chatbot’s performance.Freshworks Academy
The Freshworks Academy serves as a central hub for users to get set up on Freshworks products, including Freshchat. Users can enroll in courses like the Freshchat Admin Fundamentals to learn about installing the Freshchat widget, integrating it with other support tools, and more.Onboarding Support
After signing up for a free trial or a plan, users receive email and in-platform onboarding support to help them get started with Freshchat. This support ensures a smooth transition and helps users to quickly become familiar with the platform.Customization and Integration
Freshchat allows users to create and customize no-code chatbots using natural language prompts and a drag-and-drop interface. It also supports integration with various channels such as web, social media, messaging apps, and other tools like Slack, CRM, and e-commerce platforms.Performance Analytics
Users can analyze customer interactions in real-time and access in-depth reports to optimize their support process. Features like bot exports and performance insights help in making data-driven decisions to improve chatbot performance.Multilingual Support
Freshchat supports multiple languages, allowing businesses to engage customers globally. The platform can handle conversations in various languages, including right-to-left language scripts, and even allows team members to create FAQs in over 33 languages.Continuous Updates and Enhancements
Freshchat regularly updates its features, adding new functionalities such as integrating with platforms like TikTok Shop, WhatsApp, and other CRM systems. These updates aim to enhance the user experience, improve productivity, and provide better support options. By leveraging these support options and resources, users can maximize the benefits of Freshchat and deliver exceptional customer service. Freshchat - Pros and Cons
Advantages
Smooth Integration with Other Tools
Freshchat seamlessly integrates with a wide range of tools, including Freshdesk, Salesforce, and Slack, which helps in managing live chats and tickets efficiently.
User-Friendly Chatbot
The platform features an AI-powered chatbot, known as Freddy AI, which is user-friendly and can handle a high volume of chats, automate responses, and route conversations to the right agents.
Omnichannel Support
Freshchat allows businesses to engage with customers across multiple channels such as websites, mobile apps, WhatsApp, Facebook Messenger, and SMS, consolidating all chats into one location.
Large-Scale Agent Management
It is capable of managing agents on a large scale, providing managers with excellent visibility through tracking and reporting features.
Real-Time Analytics and Reporting
Freshchat offers real-time performance reports and detailed analytics to track chat performance, customer satisfaction, and agent productivity, enabling data-driven decisions.
Multi-Language Support
The platform supports multiple languages, making it suitable for global businesses to communicate effectively with their diverse customer bases.
Proactive Customer Engagement
Freshchat allows for proactive interaction with website visitors based on their type, location, and actions, enhancing customer engagement.
Easy-to-Use Interface
The platform is known for its easy-to-use interface, making it accessible for businesses of all sizes.
Disadvantages
Poor Customer Service
Many users have reported poor customer service experiences, including long wait times for responses, unresolved issues, and difficulties in cancelling subscriptions.
Issues with Mobile App
Some users have encountered reliability issues with the Freshchat mobile app, which can be frustrating and difficult to troubleshoot.
Limited Reporting and Analytics Capabilities
Despite offering some analytics, some users find the reporting and analytics capabilities limited and lacking in-depth insights.
Lack of Technical Support
Users have reported a lack of follow-up from the technical support team, particularly with issues related to the Freddy chatbot feature. There is also no phone support available.
Expensive Chatbot Feature
While the chatbot is highly praised, some users find it costly, especially considering the volume of their chats.
Hidden Features in Interface
Some features are not easily accessible within the interface, which can be confusing for users.
Limited Marketing Possibilities on Social Media
Freshchat does not offer significant marketing possibilities on platforms like Facebook and Instagram.
These points provide a balanced view of what Freshchat offers and where it may fall short, helping you make an informed decision about whether it meets your business needs.
Freshchat - Comparison with Competitors
When Comparing Freshchat with Competitors
When comparing Freshchat, a live chat software by Freshworks, with its competitors in the AI-driven chat tools category, several key features and differences stand out.Freshchat Key Features
Freshchat is known for its comprehensive set of features, including:- Integration with multiple channels such as live chat, Apple Business Chat, WhatsApp, email, Facebook, and more.
- A chatbot named Freddy AI that can be deployed based on intent and behavior.
- In-messenger FAQs for self-service, and integrated self-service options.
- Campaigns and sales bots to engage customers proactively.
- Advanced message routing and workflow processing.
Alternatives and Competitors
Zoho SalesIQ
Zoho SalesIQ is a strong alternative to Freshchat, offering many similar features such as:- Customer support tools including click-to-call, audio calling, and screen sharing.
- Advanced chat routing, live translation, and call recording.
- Integration with various messaging apps and social media platforms like Instagram, WhatsApp, and Facebook.
- A knowledge base, widgets, and visitor tracking features.
Dialogflow
Dialogflow, by Google, stands out for its ability to build engaging voice and text-based conversational interfaces. Key features include:- Hybrid conversational agents combining deterministic and generative AI.
- Better training capabilities, efficiency, and respectfulness compared to Freshchat, according to user reviews.
- It is less transparent and harder to customize than Freshchat but offers more inspiring interactions.
FPT.AI
FPT.AI is another comprehensive Conversational AI platform that offers:- Omni-channel virtual assistants in multiple languages.
- Better training, support, and ease of use compared to Freshchat.
- It has been trusted by global enterprises and has enabled over 3,200 virtual assistants across various channels.
Zendesk
Zendesk, while not exclusively a chatbot platform, offers one of the best live chat tools available. It includes features like:- Behavioral triggers and live tracking.
- Integration with multiple channels, though it may not be as extensive as Freshchat’s.
- Zendesk is known for its strong customer support capabilities and can be a viable alternative for businesses focusing on customer service.
moinAI and Userlike
moinAI and Userlike are AI chatbot solutions that focus on customer service, marketing, and sales. moinAI is used by companies like American Express and is known for increasing customer satisfaction and reducing support volumes. Userlike specializes in answering recurring customer questions based on a constantly evolving knowledge database, making it a good option for handling routine inquiries.Unique Features and Considerations
- Integration: Freshchat integrates with over 600 apps, which is a significant advantage if you are already using other Freshworks products. In contrast, Zoho SalesIQ and FPT.AI also offer extensive integration capabilities but may not match the breadth of Freshchat’s integrations.
- Chatbots: Freshchat’s Freddy AI and the chatbot capabilities of Zoho SalesIQ, moinAI, and Userlike are all strong, but each has its own strengths. For example, Freddy AI is intent and behavior-based, while moinAI focuses on self-learning AI for customer communication.
- Customization and Ease of Use: FPT.AI is noted for being easier to use and implement compared to Freshchat, which could be a deciding factor for businesses looking for a more user-friendly solution.
- Security and Compliance: Both Zoho SalesIQ and Freshchat emphasize security, with Zoho SalesIQ highlighting GDPR compliance.
Freshchat - Frequently Asked Questions
Frequently Asked Questions about Freshchat
What are the different pricing plans offered by Freshchat?
Freshchat offers several pricing plans to cater to various business needs. There is a free forever plan available for up to 10 agents, which includes features like chatbots (though no free sessions are included), chatbot analytics, and more.Free Plan
Free forever for up to 10 agents, with basic features but no chatbot sessions.
Growth Plan
Starts at $19 per agent/month (or $15 if billed annually), includes 500 Freshbot sessions, campaign management, ticket assigning, and integration with various channels.
Pro Plan
Starts at $47 per agent/month (or $39 if billed annually), includes advanced features like auto-resolve, live chat translations, team performance reports, and advanced automation.
Does Freshchat offer a free trial?
Yes, Freshchat provides a 14-day free trial for all its paid plans. This allows you to test the platform before committing to a purchase.
What are the key features of Freshchat’s live chat?
Freshchat’s live chat features include customizable chat widgets that can be personalized to match your brand’s identity, chatbots powered by Freddy AI, visitor tracking and analytics, and the ability to send targeted messages through journeys. Additionally, it supports live translation, allowing agents to respond to customers in their language in real-time.
Can Freshchat be integrated with other tools and platforms?
Yes, Freshchat can be integrated with various messaging channels such as web, mobile, WhatsApp, Facebook Messenger, and more. It also integrates seamlessly with popular CRM and helpdesk platforms, and you can access hundreds of third-party applications through the Freshchat Marketplace.
Does Freshchat support chat automation?
Yes, Freshchat supports chat automation through its AI-powered chatbots. These bots can handle routine inquiries 24/7 and can be configured to route conversations to the right team members based on predefined rules. The Pro plan also includes advanced automation features like auto-resolve and IntelliAssign.
How does Freshchat handle multilingual support?
Freshchat provides live translation features, especially in the Pro plan, which allows agents to respond to customers in their language in real-time. This feature is crucial for businesses with an international audience.
What analytics and reporting features does Freshchat offer?
Freshchat offers detailed analytics and reporting features to track chat performance, customer satisfaction, and agent productivity. The Pro plan includes team performance reports and advanced dashboards to help businesses make data-driven decisions.
Can I customize the appearance and behavior of the chat widget?
Yes, Freshchat allows you to customize the chat widget’s appearance, behavior, and messaging to match your brand’s style and tone. You can customize the color, logo, and welcome message based on the visitor’s behavior or journey on your site.
Is Freshchat suitable for all types of businesses?
Freshchat is beneficial for most businesses, especially those that require real-time customer interactions. However, its suitability depends on the nature of the business. For instance, companies with low online interaction or those dealing with highly sensitive matters may not find live chat as effective.
How does Freshchat’s chatbot feature work?
Freshchat’s chatbots are powered by Freddy AI and can provide instant and precise answers around the clock. They can handle basic customer queries, route conversations to the right team members, and can be configured or retrained based on live user queries and bot responses.