Freshchat - Detailed Review
Customer Service Tools
Freshchat - Product Overview
Freshchat Overview
Freshchat, a product from Freshworks, is a modern messaging software that plays a crucial role in the Customer Service Tools AI-driven product category. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Freshchat is designed to help businesses engage with their customers and prospects through various channels such as websites, mobile apps, social media, WhatsApp, Instagram, and more. It focuses on providing a continuous and context-driven messaging experience to enhance customer interactions and support.
Target Audience
Freshchat is suitable for businesses of all sizes, ranging from small enterprises to large corporations. It caters to the unique needs of different organizations by offering flexible features and versatile plans.
Key Features
- Live Chat and Chatbots: Freshchat allows businesses to deploy intelligent, conversational chatbots using Freddy AI. These chatbots can understand and communicate in natural language to help customers with common questions without the need for human intervention.
- Multi-Channel Support: It supports customer interactions across multiple channels, including web, mobile apps, WhatsApp, Facebook Messenger, Apple Business Chat, and LINE.
- Targeted Messages: Freshchat enables businesses to send targeted messages for various purposes such as onboarding new users, lifecycle marketing, gathering feedback, and making product announcements. These messages can be customized and scheduled to reach specific user segments.
- Advanced Automation and Reporting: The platform offers features like auto-resolve, IntelliAssign, business hours by groups, live translate, and advanced dashboards. It also provides detailed reports on team performance, CSAT ratings, and chat volume.
- Integration and Customization: Freshchat can be integrated with other tools and BI systems to derive business-centric metrics. It also allows for customizing roles and permissions, and embedding live-chat support into mobile apps using the Freshchat SDK.
- Language Support: The platform supports over 33 languages, enabling businesses to communicate with customers in their preferred language.
Overall, Freshchat is a comprehensive solution that helps businesses transform customer support into engaging conversations, enhancing customer engagement and service efficiency.
Freshchat - User Interface and Experience
User Interface Overview
The user interface of Freshchat, a chatbot and live chat platform, is generally praised for its ease of use and intuitive design, although there are some areas that could be improved.Ease of Use
Freshchat is known for its user-friendly interface. When you first create your account, you are guided through a walkthrough of the Team Inbox, which helps new users get familiar with the platform quickly. The dashboard is easy to use, with a clean and attractive UI that makes it simple for agents to manage chat conversations and other customer service tasks.Customization and Configuration
While the overall interface is user-friendly, some users have noted that certain features, such as customizing the chat widget, are not as intuitive. For example, finding the area to customize the chat widget can be a bit confusing. However, once you get past the initial learning curve, customizing elements like the chat widget’s color, logo, and welcome messages is relatively straightforward. You can also personalize greetings based on the visitor’s behavior on your site.Dashboard and Analytics
The support dashboard in Freshchat is well-organized, providing various widgets that display key metrics such as chat conversations status, chat assignment status, response times, and customer satisfaction. This makes it easy to monitor and analyze performance. The platform also offers demo data initially, which helps users see how the dashboard works before switching to their own data, a feature that many users find helpful.Integrations and Compatibility
Freshchat integrates seamlessly with other popular applications, including WhatsApp, Instagram, Apple Business Chat, and Google Business messaging. This integration enhances the functionality and compatibility of the platform, making it easier to manage customer interactions across multiple channels.User Experience
Overall, the user experience with Freshchat is positive. Users appreciate the ease of setting up the platform, especially on websites like WordPress. The live chat and chatbot features are seen as effective in increasing website conversions and improving customer support and satisfaction. However, some users have reported minor issues, such as certain features being hidden in the interface and limitations in automation options. Additionally, there have been some complaints about the responsiveness and knowledge of the human sales associates.Conclusion
In summary, Freshchat offers a user-friendly interface that is easy to navigate, especially for agents managing live chat and chatbot interactions. While there are some areas for improvement, such as the intuitiveness of certain features and the responsiveness of support, the overall user experience is generally positive. Freshchat - Key Features and Functionality
Freshchat Overview
Freshchat, a customer messaging software by Freshworks, offers a plethora of features that make it a comprehensive tool for customer service, particularly when enhanced with AI capabilities. Here are the main features and how they work:Chatbots and Automation
Freshchat’s chatbots are powered by Freddy AI, which enables context-driven interactions. These chatbots can handle common inquiries 24/7, providing instant and precise answers. You can add elements like new messages and new actions to your chatbot flows, including sending images, files, and videos, and collecting user input such as text, buttons, and phone numbers.AI-Driven Intent and Entity Detection
The chatbots use intent and entity detection to understand the user’s intent and capture specific information from their messages. For example, you can add training phrases to help the chatbot learn and automatically detect user intents. However, entity detection is limited to capturing email, name, and phone number.Freddy AI Components
Freddy AI includes three main components:- Self Service: Trains on knowledge base articles to automatically answer customer questions and refer them to relevant articles.
- Copilot: Boosts agent productivity by rephrasing texts, summarizing conversations, and detecting sentiment.
- Insights: Allows admins to ask AI bots questions and generate insights.
Live Chat
Freshchat features a built-in live chat that allows seamless handovers from chatbots to human agents. This live chat includes advanced features such as:- Auto-Translation: Enables agents to respond to customers in their language in real-time.
- Assignment Rules: Automatically assigns conversations to agents based on their skill levels and load.
- Conversation Routing: Routes conversations to the appropriate agents.
- SLA Policies: Helps in managing service level agreements for response times.
Omnichannel Support
Freshchat supports engagement across multiple channels, including:- Website: You can publish your chatbot directly on your website.
- Social Media: Supports Facebook Messenger, Instagram, and other social media platforms.
- SMS: Integrates with Twilio or Gupshup for SMS support.
- WhatsApp: Allows you to publish your chatbot on WhatsApp.
- Email: You can send email campaigns to contacts who have interacted with your chatbot.
Personalization and User Segments
Freshchat allows for significant personalization through:- Custom Fields: You can store information from chatbot users in custom fields (properties) at the conversation, contact, or bot level.
- Tags: Add tags to users to organize and categorize contacts.
- User Segments: Create segments based on custom fields and tags to target specific groups of users.
Visitor Intel and Journeys
- Visitor Intel: Provides information on who the visitors are, their navigation path, and more, helping to tailor each conversation.
- Journeys: Allows you to send targeted messages and proactively reach out to customers based on their behavior and preferences.
Integration and Marketplace
Freshchat can be integrated with various third-party applications and systems through its Marketplace. This includes integrations with other messaging channels, CRM systems, and more.AI Integration Benefits
The integration of AI agents in Freshchat significantly enhances customer support by:- Handling complex, multi-step processes without human intervention.
- Providing personalized support at scale.
- Analyzing customer conversations to gather valuable insights on common issues and frequently asked questions.
- Freeing up human agents to focus on more complex and high-value tasks.
Freshchat - Performance and Accuracy
Evaluating the Performance and Accuracy of Freshchat
Evaluating the performance and accuracy of Freshchat, a prominent AI-driven customer service tool, involves examining several key aspects:
Performance Metrics
Freshchat stands out for its ability to provide real-time analytics and performance metrics. The platform offers insights into critical data such as first response time, average response time, and resolution time, which are essential for optimizing customer service operations.
Response Times
Freshchat significantly reduces response times, often to under 2 minutes for initial responses, and resolution times can be as low as 10 to 27 minutes for simpler queries. This is a substantial improvement over traditional email support, which can take up to 7 hours for a first response.
Team Efficiency
The unified dashboard and advanced automation features help in managing customer interactions efficiently. This includes bots that handle frequently asked questions, freeing up human agents to focus on more complex and high-value tasks.
Accuracy and Effectiveness
The accuracy and effectiveness of Freshchat are largely driven by its advanced analytics and AI capabilities.
Chatbot Performance
Freshchat’s analytics dashboard provides detailed metrics such as goal completion rate (GCR), fallback rate, and human takeover rate. These metrics help in assessing how well the chatbot understands and responds to user queries, ensuring the chatbot fulfills its intended purpose.
Customer Satisfaction
The platform tracks customer satisfaction indicators like CSAT scores, feedback rates, and sentiment analysis. These tools are crucial for evaluating the quality of interactions and the overall user experience provided by the chatbot.
Automation and Integration
Freshchat’s automation features are highly effective, particularly in creating and deploying chatbots that integrate with CRM or ERP tools. This integration enables intelligent automated responses, making the customer engagement process more effective and efficient.
Limitations and Areas for Improvement
While Freshchat is highly capable, there are some limitations and areas where it could improve:
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 the options being converted into an IVR-like flow, which might not be as user-friendly.
Self-Service Widget Limitations
The self-service widget, while useful for customers to help themselves, lacks some features available in the Conversations widget, such as push messages, FAQs, or Topics. This could limit its utility in certain scenarios.
Contextual Information
While Freshchat provides a unified dashboard for managing customer interactions across different channels, ensuring that agents have access to the full context of a customer’s inquiry can still be challenging. This requires seamless integration across all customer interaction channels to avoid customer frustration.
In summary, Freshchat performs well in terms of response times, team efficiency, and the accuracy of its chatbot interactions. However, it has some limitations, particularly in message type restrictions on certain channels and the need for better contextual information integration. Addressing these areas could further enhance its performance and user experience.
Freshchat - Pricing and Plans
Freshchat Pricing Overview
Freshchat, a customer service tool offered by Freshworks, has a clear and structured pricing model that caters to various business needs. Here’s a detailed outline of their pricing structure and the features included in each plan:
Free Plan
- This plan is free forever and supports up to 10 agents.
- Features include:
- Basic live chat functionality
- Chatbot analytics
- Inbox views
- Topics and groups
- Conversation labels
- Bulk actions
- User properties
- Mobile SDK
- Integrations with WordPress and Shopify
- Conversation switch and contact enhancement
- Threads and conversation properties
However, this plan does not include any Freshbot sessions, meaning you cannot use Freshchat’s chatbots.
Growth Plan
- Pricing: $19 per agent per month (billed annually) or $23 per month (billed monthly).
- Features include:
- Everything in the Free plan
- 500 Freshbot sessions
- Assignment rules
- Priority inbox
- Canned responses
- Private notes
- User events and timeline
- User segmentation
- Global business hours
- Basic dashboard
- FAQs
- Conversations overview report
- Integrations with Facebook Messenger, SMS, WhatsApp Business, Freshdesk, Instagram DM, LINE, and Google Business Messages
- Task management and telephony in Freshchat
Pro Plan
- Pricing: $49 per agent per month (billed annually) or $59 per month (billed monthly).
- Features include:
- Everything in the Growth plan
- Auto-resolve
- IntellAssign
- 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
Enterprise Plan
- Pricing: $79 per agent per month (billed annually) or $95 per month (billed monthly).
- Features include:
- Everything in the Pro plan
- Allowed domains
- User authentication (JWT)
- Skill-based routing
- Enterprise-grade support
Add-ons
- Additional Freshbot sessions can be purchased: $100 for 1,000 Freshbot sessions.
- Freddy Copilot can be added for $29 per agent per month.
Free Trial
- Freshchat offers a 14-day free trial for all plans, allowing you to test the platform before committing to a paid plan.
This structure ensures that businesses of all sizes can find a plan that suits their specific needs and budget.
Freshchat - Integration and Compatibility
Freshchat Overview
Freshchat, a part of the Freshworks suite, is a versatile and integrated customer service tool that offers seamless connectivity with various platforms and devices. Here’s a detailed look at its integration capabilities and compatibility.Integration with Freshworks Products
Freshchat can be integrated with other Freshworks products such as Freshdesk and Freshservice. For instance, integrating Freshchat with Freshdesk involves several steps:Steps to Integrate Freshchat with Freshdesk
- Link your Freshdesk account with Freshchat by going to Admin > Channels > Messaging and toggling the ‘Link Freshdesk with your Freshchat account’ option.
- Enter your Freshchat App ID and Token ID, which can be found in Freshchat’s Settings > Account Settings > Integration Settings.
- Configure the integration to convert Freshchat conversations into Freshdesk tickets and transport Freshdesk FAQ folders into Freshchat FAQ categories.
Integration with Other Tools and Platforms
Freshchat supports integration with a wide range of third-party tools and platforms. Here are a few examples:Examples of Third-Party Integrations
- Document360: This integration allows support agents to access Document360 articles directly within Freshchat, enhancing support quality and efficiency.
- E-commerce Platforms: Freshchat seamlessly integrates with e-commerce platforms like Shopify, WooCommerce, and Stripe, facilitating enhanced customer experiences.
- Messaging Channels: Freshchat integrates with popular messaging channels such as Facebook Messenger, Instagram DM, WhatsApp, Telegram, and email, enabling centralized management of customer communications.
- Apple Business Chat: Freshchat can be integrated with Apple Business Chat, allowing for automation and bot interactions before escalating to live chat agents. This involves using APIs, Webhooks, and product events to design the integration flow.
Compatibility Across Devices
Freshchat is highly accessible, offering cross-platform support:Device Compatibility
- It is available on Android, iOS, Mac, and Windows, ensuring that users can manage customer communications from various devices.
Automation and AI Integration
Freshchat includes AI-powered features such as Freddy, an AI-powered assistant, which helps streamline customer query resolution. Additionally, it offers automated workflows through the Automations App, allowing for efficient chat workflows to optimize customer interactions.Customization and Configuration
Freshchat provides a user-friendly, no-code interface for crafting chat and survey templates, making it accessible to non-technical users. The chat widget can also be configured to appear on specific support portals by editing the portal’s theme and embedding the widget code.Conclusion
In summary, Freshchat’s integration capabilities are extensive, allowing it to work seamlessly with various Freshworks products, third-party tools, and messaging platforms. Its compatibility across different devices and its AI-driven features make it a versatile tool for customer service and engagement. Freshchat - Customer Support and Resources
Freshchat Overview
Freshchat, a part of the Freshworks suite, offers a comprehensive set of customer support options and additional resources to enhance your customer service experience.
Customer Support Options
24/7 Chat Support
24/7 Chat Support: Freshchat provides a chat option that is accessible through the in-product Quick Help icon in the top right corner of the Agent Portal. You can initiate a chat under the topics “Support” or “Help & Support”. The chatbot is available 24/7, while live agents are available 24/5 for real-time support.
Multi-Channel Support
Multi-Channel Support: Freshchat integrates with various channels such as email, phone, Facebook, WhatsApp, and more, allowing you to manage all customer queries from a single platform.
AI-Powered Chatbots
AI-Powered Chatbots: Freshchat’s chatbots, powered by Freddy AI, can handle repetitive queries, detect customer intent, and provide real-time, accurate responses. These chatbots can be deployed across multiple channels, including web, social media, and messaging apps.
Additional Resources
Chatbot Customization
Chatbot Customization: Freshchat offers a no-code chatbot builder with a drag-and-drop interface, allowing you to create and customize chatbots using natural language prompts and industry-specific templates.
Advanced Automation
Advanced Automation: You can set up bot flows to trigger OTPs, detect and save useful information from customer responses, and configure custom properties for future reference. Additionally, you can automate tasks such as assigning groups, agents, and statuses in bulk, and auto-resolving conversations with inactive users.
Integration Capabilities
Integration Capabilities: Freshchat integrates with various tools and platforms like Slack, CRM systems, Five9, Amazon Connect, Dialpad, and more. This allows for seamless synchronization of conversations and efficient management of customer interactions.
Performance Insights
Performance Insights: Freshchat provides in-depth reports and analytics to help you analyze customer interactions, identify issues, and optimize your support process. You can also track key metrics, support SLAs, and download customized raw reports.
Accessibility and Compliance
Accessibility and Compliance: The Freshchat Team Inbox is compliant with the Web Content Accessibility Guidelines (WCAG), ensuring accessibility for all users. Additionally, Freshchat supports data centers in multiple regions, including Europe, the United States, Australia, and India.
User Engagement and Productivity
Multilingual Support
Multilingual Support: Freshchat supports multiple languages, including right-to-left language scripts, and allows you to create FAQs and engage customers in 33 languages.
Proactive Messaging
Proactive Messaging: You can engage visitors and customers with proactive messaging, including the use of images, GIFs, and videos in your campaigns. Freshchat also supports proactive messaging with WhatsApp.
Team Collaboration
Team Collaboration: Agents can create tasks within conversations, assign them to teammates, and collaborate to resolve customer issues efficiently. The platform also allows for the sharing of files and the creation of a repository of files for easy access.
By leveraging these features and resources, Freshchat helps businesses deliver fast, personalized, and efficient customer service across various channels.
Freshchat - Pros and Cons
Pros of Freshchat
Freshchat offers several significant advantages that make it a compelling choice for customer service and engagement:Multi-Channel Engagement
Freshchat allows businesses to engage with customers across multiple channels, including web, mobile, WhatsApp, Facebook Messenger, Apple Business Chat, and LINE. This omnichannel approach ensures that customers can be reached and supported on the platforms they prefer.User-Friendly Chatbot
The platform features a user-friendly chatbot powered by Freddy AI, which provides instant and precise answers 24/7. This chatbot is particularly useful for handling routine inquiries and supporting live chat agents.Smooth Integration
Freshchat integrates seamlessly with a wide range of tools and applications, including Freshdesk, making it easy to manage live chats and tickets efficiently. It also connects with over 400 other applications, enhancing its versatility.Advanced Automation
The platform includes features like auto-assignment rules, canned responses, and live translate, which enable support teams to respond quickly and effectively to customer queries. These automations help in managing conversations efficiently and improving agent productivity.Personalization and Analytics
Freshchat offers extensive personalization options, such as visitor intel, which provides insights into customer behavior and navigation paths. It also includes advanced analytics and reporting capabilities, allowing businesses to track performance metrics, conversation trends, and more.Easy to Use
The interface of Freshchat is easy to use, even for non-tech savvy users. It supports multiple languages and allows for real-time communication, making it accessible and effective for a broad user base.Cons of Freshchat
Despite its many advantages, Freshchat also has some notable drawbacks:Poor Customer Service
Several users have reported poor customer service experiences, including long wait times for responses, unresolved issues, and difficulties in cancelling subscriptions.Issues with Mobile App
The Freshchat mobile app has been reported to be unreliable and often non-functional, which can be frustrating for users who need to manage chats on the go.Limited Reporting and Analytics
Some users have expressed dissatisfaction with the limited reporting and analytics capabilities of Freshchat, which they find lack in-depth insights necessary for comprehensive analysis.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. Additionally, there is no phone support available, which can be a significant inconvenience.Expensive Chatbot Feature
While the chatbot feature is highly praised, some users find it expensive, especially considering the volume of chats they handle.Hidden Features
Some features within the Freshchat interface are not easily accessible, which can make it difficult for users to fully utilize the platform’s capabilities. By considering these pros and cons, businesses can make an informed decision about whether Freshchat aligns with their customer service and engagement needs. Freshchat - Comparison with Competitors
Freshchat Unique Features
- Freshchat, part of the Freshworks suite, is notable for its unified chat platform that allows agents to interact with customers across various channels, including Facebook Messenger, WhatsApp, Slack, and Apple Business Chat.
- It features an AI-powered chatbot named Freddy, which can provide quick responses and follow up with intent-based dialogues. The IntelliAssign capability automatically allocates chats to agents based on their competence and conversation limits.
- Freshchat offers a user-friendly live dashboard for real-time analytics and customer satisfaction (CSAT) reports, allowing for quick adjustments and improvements.
- It also provides deep integrations with other Freshworks products like Freshdesk and Freshsales, as well as with platforms like Zendesk, Clearbit, and Shopify.
Alternatives and Competitors
LiveChat
- LiveChat stands out with its real-time typing view, allowing agents to see what customers are typing before they send the message. It also supports multi-language chat channels and integrates with over 200 apps, including Zapier, Google Analytics, and MailChimp.
- While Freshchat has more advanced AI automation, LiveChat excels in integration capabilities and real-time metrics, making it a strong contender for those needing extensive reporting and integration options.
Tidio AI
- Tidio AI features a chatbot named Lyro, which can detect frequently asked questions, automate replies, and identify support opportunities. Lyro can triage and route tickets and recommend products based on business data.
- Tidio offers 24/7 customer service, smart views, and in-depth analytics. It is particularly useful for businesses needing automated workflows and personalized customer interactions.
Dialogflow
- Dialogflow, by Google, allows users to build engaging voice and text-based conversational interfaces. It supports hybrid conversational agents with both deterministic and generative AI functionality.
- Dialogflow is praised for its efficiency, respectfulness, and ease of training compared to Freshchat. However, it can be harder to customize.
FPT.AI
- FPT.AI offers a comprehensive conversational AI platform for building and deploying omni-channel virtual assistants in multiple languages. It is known for its ease of use and implementation, and it is trusted by global enterprises.
- FPT.AI is better at training, support, and efficiency compared to Freshchat, making it a viable alternative for businesses needing multilingual support.
ChatBot
- ChatBot, an alternative to Freshworks, boasts advanced AI capabilities that reduce the need for human intervention. It offers a visual builder for quicker and easier deployment and customization of chatbots.
- ChatBot provides 24/7 support, better data security since it processes data within its own ecosystem, and seamless integrations with various CRM systems and customer service tools.
Sprinklr AI
- Sprinklr AI is powered by Google Cloud’s Vertex AI and OpenAI GPT models. It offers intelligent insights, article summaries, and reports to enhance service strategies. It also includes agent assistant tools and customizable AI bots that can adapt to different business niches.
- Sprinklr AI is particularly useful for companies needing flexible agent assistance, instant generative AI content creation, and in-depth AI analytics.
Zendesk AI
- Zendesk AI includes a proactive copilot that coaches employees through customer discussions and AI bots that resolve customer issues. It also offers tools for digging into customer sentiment and building automated workflows.
- Zendesk integrates with a range of business tools and platforms, making it a strong option for those needing end-to-end automation solutions and contextual intelligence for agents.
Each of these alternatives offers unique features that might better align with specific business needs, such as advanced AI capabilities, ease of setup, multilingual support, or extensive integration options. When choosing a customer service tool, it’s crucial to consider the specific requirements and preferences of your business.
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. Here are the main plans:- Free Plan: This plan is free forever for up to 10 agents and includes features like chatbots (without free sessions), chatbot analytics, inbox views, and more.
- Growth Plan: Starting at $19 per agent/month (or $15 if billed annually), this plan includes features like 500 Freshbot sessions, campaign management, ticket assigning, and integration with various messaging channels.
- Pro Plan: Priced at $47 per agent/month (or $39 if billed annually), this plan adds advanced features such as auto-resolve, live chat translations, team performance reports, and advanced automation.
- Enterprise Plan: This plan costs $83 per agent/month (or $69 if billed annually) and includes additional security and technical features like IPs, domains, and user authentication.
Does Freshchat offer a free trial?
Yes, Freshchat provides a 14-day free trial for all its paid plans, allowing you to test the platform before committing to a purchase.What are the key features of Freshchat?
Freshchat includes several key features:- Chatbots: Powered by Freddy AI, these bots can handle routine inquiries around the clock.
- Customizable Chat Widgets: You can customize the chat widgets to match your brand identity, including color, logo, and welcome messages.
- Visitor Tracking and Analytics: Provides insights into visitor behavior and navigation paths to enhance customer interactions.
- Multilingual Support: Supports multiple languages, enabling real-time translation and global customer support.
- Canned Responses and Campaigns: Allows for predefined responses and automated campaigns to streamline customer support.
Can I integrate Freshchat 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 supports integration with CRM systems like Hubspot, Salesforce, and Pipedrive through its Marketplace.Does Freshchat support chat automation?
Yes, Freshchat supports chat automation through its Freddy AI-powered chatbots and features like IntelliAssign, which auto-routes conversations to agents based on their skill levels and load.Is Freshchat suitable for all businesses?
Freshchat is beneficial for most businesses, especially those with online interactions. However, its suitability depends on the nature of the business and the type of customer interactions required. For instance, companies with low online interaction or those dealing with highly sensitive matters might not find live chat as effective.How does Freshchat’s live chat feature work?
Freshchat’s live chat is displayed in a customizable chat widget that can be tailored to fit your brand identity. It includes features like chatbots to handle common inquiries, journeys to send targeted messages, and assignment rules to route conversations to appropriate agents.What is the difference between the Growth and Pro plans?
The main differences are:- Bot Sessions: The Growth plan includes 500 Freshbot sessions, while the Pro plan includes 3000 bot sessions per month.
- Automation and Translation: The Pro plan offers advanced automation features, live chat translations, and team performance reports, which are not available in the Growth plan.
- Ticket Management: The Pro plan includes features like auto-resolve and IntelliAssign for better ticket management.
Does Freshchat provide team performance and productivity reports?
Yes, the Pro and Enterprise plans of Freshchat provide team performance and productivity reports, allowing you to track the productivity of your customer support agents.