Freshchat - Detailed Review
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Freshchat - Detailed Review Contents
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Freshchat - Product Overview
Freshchat Overview
Freshchat, a product from Freshworks, is an AI-driven chat and messaging solution that enables businesses to engage with their customers effectively across various channels.
Primary Function
Freshchat’s primary function is to facilitate real-time communication between businesses and their customers through websites, mobile apps, and social media platforms like WhatsApp, Instagram, and Facebook. It allows customer service agents to chat with customers on their preferred channels without the need to switch between multiple screens and apps.
Target Audience
Freshchat is suitable for businesses of all sizes, ranging from small businesses to large enterprises. Its flexible features and scalable plans make it adaptable to the unique needs of any organization.
Key Features
AI-Powered Chatbots
Freshchat uses Freddy AI to deploy intelligent, conversational chatbots that can understand and communicate in natural language, helping customers with common questions without the need for human intervention.
Targeted Messaging
Businesses can create and send targeted messages to specific user segments for various purposes such as onboarding new users, lifecycle marketing, gathering feedback, and making product announcements. These messages can be customized with images, GIFs, and videos, and can be scheduled to be sent at the most opportune times.
Multi-Channel Support
Freshchat integrates with multiple channels, allowing businesses to engage with customers on websites, mobile apps, SMS, WhatsApp, Instagram, Facebook, and more.
Real-Time Campaign Tracking
Businesses can monitor the status and statistics of their campaigns in real-time, enabling them to make data-driven decisions and adjustments as needed.
No-Code Deployment
The chatbots and messaging campaigns are easy to set up and deploy, requiring no coding skills, which makes it user-friendly for a wide range of users.
Conclusion
Overall, Freshchat streamlines customer communication, enhances engagement, and provides personalized support, making it a valuable tool for businesses aiming to improve their customer service and engagement strategies.
Freshchat - User Interface and Experience
User Interface Overview
The user interface of Freshchat is designed to be user-friendly and intuitive, making it accessible for businesses of all sizes.Ease of Use
Freshchat is known for its easy-to-use interface. When you first create your account, you are guided through a walkthrough of the Team Inbox, which helps you get familiar with the platform quickly. The dashboard is simple and straightforward, allowing you to manage chat conversations, track performance metrics, and configure settings without much hassle. However, some users have noted that certain features, such as customizing the chat widget, may not be as intuitive and might require some time to explore.User Experience
The overall user experience is enhanced by the clean and easy-to-use design of the chat interface. Users have praised the platform for its beautiful UI and the ease with which multiple team members can use it. Freshchat allows you to engage with customers on multiple channels, including your website, mobile apps, WhatsApp, Instagram, Facebook, and more. This omnichannel capability ensures that customer service agents can deliver personalized service quickly and efficiently without having to toggle between different screens and apps.Key Features
Customizable Chat Widgets
You can customize the chat widgets to match your brand identity, including colors and logos. Personalized welcome messages can be set up based on visitor behavior, making interactions more engaging and relevant.Analytics and Performance Metrics
The dashboard provides various widgets to track chat conversations, response times, wait times, resolution times, and customer satisfaction. This helps in monitoring and improving customer service performance.Chatbots and Automation
Freshchat’s AI-powered chatbots, powered by Freddy AI, can handle common inquiries and provide instant responses. The platform also supports auto-assignment rules and automation to streamline the support process.Integrations
Freshchat integrates with numerous popular applications, such as WhatsApp, Instagram, Apple Business Chat, and Google Business messaging, as well as other systems like Shopify and WooCommerce. This enhances its functionality and compatibility.Personalization
Freshchat offers several personalization options to enhance the customer experience. Features like visitor intel provide information on customer behavior, allowing for more targeted and relevant conversations. The platform also supports live translation, enabling representatives to respond to customers in their language in real-time.Conclusion
In summary, Freshchat’s user interface is designed to be easy to use, with a focus on simplicity and functionality. The platform provides a comprehensive set of tools to enhance customer engagement and support, making it a versatile solution for businesses of all sizes. Freshchat - Key Features and Functionality
Freshchat Overview
Freshchat, a product of Freshworks, is a comprehensive customer engagement platform that integrates advanced AI features to enhance customer interactions. Here are the main features and how they work:
Live Chat
Freshchat includes a built-in live chat feature that allows real-time communication between customers and support agents. This live chat is customizable to fit your brand identity and offers several key functionalities:
- Chat Routing: Automatically directs chats to the most appropriate agent or department based on the customer’s inquiry.
- Visitor Monitoring: Tracks and displays real-time data about site visitors, including location, pages viewed, and time spent on the site.
- Chat Transcripts: Saves a record of the chat conversation, which can be emailed to the customer or stored for future reference.
- Proactive Chat Triggers: Automatically starts a chat session based on customer behavior, such as visiting a particular page or spending a certain amount of time on the site.
- Offline Messaging: Allows customers to leave messages when agents are unavailable, ensuring their inquiries are addressed later.
AI-Powered Chatbots
Freshchat’s chatbots are powered by Freddy AI, which enables context-driven interactions:
- Intent Detection: The chatbot can understand the intent of the user through predefined training phrases and automatically detect the intent of the user’s messages.
- Entity Detection: The chatbot can capture specific information from sentences, such as email, name, and phone number, though it is limited to these predefined entities.
- Knowledge Base Integration: The chatbot can be trained on knowledge base articles to automatically answer questions and refer customers to relevant articles.
- Self Service: Freddy AI’s Self Service component allows the chatbot to summarize conversations, suggest utterances for intents, and rephrase content in chatbot flows.
Automation and Routing
Freshchat offers several automation features:
- Auto-Assignment Rules: Conversations can be automatically assigned to agents based on predefined rules, ensuring efficient handling of customer inquiries.
- Conversation Routing Rules: Chats are directed to the most suitable agents or departments, enhancing the efficiency of customer support.
- SLA Policies: Service Level Agreement policies can be set up to ensure timely responses to customer queries.
Omnichannel Support
Freshchat allows you to deploy chatbots and live chat across multiple channels:
- Website: You can publish your chatbot directly on your website.
- SMS: Integration with Twilio or Gupshup enables SMS support.
- Facebook Messenger: Support for Facebook Messenger allows customers to interact via this platform.
- Google Business Messages: Integration with Google Business Messages is also available.
- Email Campaigns: You can send email campaigns to contacts who have interacted with your chatbot.
Personalization and Analytics
Freshchat provides tools for personalizing customer interactions:
- Visitor Intel: Provides information on who visitors are, their navigation path, and more to ensure each conversation is relevant to the individual.
- Custom Fields and Tags: You can add custom fields and tags to contacts to store and organize information, and create user segments based on these fields and tags.
- Journeys: Allows users to send targeted messages and proactively reach out to customers based on their behavior and preferences.
AI Insights and Productivity Tools
Freddy AI also includes features that boost agent productivity and provide insights:
- Freddy Copilot: Assists agents by rephrasing texts, summarizing conversations, and detecting sentiment.
- Freddy Insights: Admins can ask AI bots questions to perform tasks and generate insights.
- Canned Responses: Predefined replies for common questions help support teams respond faster.
Integration and Customization
Freshchat can be integrated with various third-party applications and systems:
- Marketplace Integrations: Access to hundreds of third-party applications that can be seamlessly connected to the platform.
- Custom UI and Notifications: Users can set preferred UI languages, custom notification tones, and configure other settings to suit their needs.
These features collectively make Freshchat a powerful tool for enhancing customer engagement, automating routine inquiries, and providing personalized support through advanced AI capabilities.
Freshchat - Performance and Accuracy
Performance
Freshchat generally performs well, especially in delivering customer service. Here are some highlights:Strengths
- The platform is praised for its intuitive design and easy navigation, making it user-friendly even for those new to chatbot management.
- Freshchat’s chatbots, powered by AI and machine learning, can detect user intent and provide instant solutions, reducing wait times for customers.
- Features like chat groups, business hours, and canned responses help in organizing and streamlining customer support, leading to faster problem resolution.
- The platform allows for proactive customer engagement, enabling chatbots to initiate conversations based on user behavior and other criteria.
Areas for Improvement
- Users have reported occasional long loading times, which can be frustrating and impact the overall user experience.
- Managing multiple accounts simultaneously can be confusing, which might affect the efficiency of larger teams.
Accuracy
Freshchat’s accuracy is largely dependent on the configuration and training of its chatbots:- The chatbots learn from interactions and improve over time, which enhances their accuracy in responding to customer queries.
- The platform’s intent detection capabilities ensure that customers receive relevant and accurate responses to their inquiries.
- Integration with CRM systems allows the chatbots to pull customer data, providing personalized support and product recommendations, which increases the accuracy of the support provided.
Limitations and Areas for Improvement
Despite its strengths, Freshchat has a few limitations:- There is no built-in checker for spelling mistakes, which could lead to minor errors in automated responses.
- Some features, such as push messages, FAQs, and topics, are not available with the self-service widget, which might limit its utility in certain scenarios.
- Video communication features are not available, which could be a drawback for businesses that rely heavily on visual interactions.
Conclusion
Overall, Freshchat is a solid choice for businesses looking to enhance their customer support with AI-driven chatbots. Its performance is generally strong, and its accuracy improves with proper configuration and training. However, addressing the mentioned limitations, such as improving loading times and adding more comprehensive features to the self-service widget, could further enhance the user experience. With its free plan, 21-day trial, and various subscription options, Freshchat offers a flexible solution for businesses of different sizes and needs. Freshchat - Pricing and Plans
Freshchat Pricing Overview
Freshchat, a product of Freshworks, offers a versatile pricing structure to cater to various business needs. Here’s a detailed outline of their plans and features:
Free Plan
- This plan is free forever and supports up to 10 agents.
- It includes basic features such as live chat on your website, chatbot analytics, inbox views, topics, groups, conversation labels, bulk actions, user properties, mobile SDK, and integrations with WordPress and Shopify.
- However, it does not include any Freshbot sessions, meaning you cannot use Freshchat’s chatbots with this plan.
Growth Plan
- This plan starts at $19 per agent per month when billed annually, or $23 per agent per month when billed monthly.
- It includes all the features from the Free plan, plus additional features like assignment rules, priority inbox, canned responses, private notes, user events and timeline, user segmentation, global business hours, offline experience, basic dashboard, and integrations with various channels such as Facebook Messenger, WhatsApp Business, and more.
- This plan also includes 500 Freshbot sessions.
Pro Plan
- The Pro plan costs $49 per agent per month when billed annually, or $59 per agent per month when billed monthly.
- It includes all the features from the Growth plan, plus advanced features like auto-resolve, IntellAssign, business hours by groups, live translate, advanced dashboards, advanced automation, team performance reports, agent availability reports, roles and permissions, and CSAT surveys.
Enterprise Plan
- This plan is priced at $79 per agent per month when billed annually, or $95 per agent per month when billed monthly.
- It includes all the features from the Pro plan, along with enterprise-grade support, allowed domains, user authentication (JWT), and skill-based routing.
Add-ons
- Additional Freshbot sessions can be purchased for $100 per 1,000 sessions.
- Freddy Copilot, an AI-powered tool, is available as an add-on for $29 per agent per month.
Free Trial
- Each plan comes with a 14-day free trial, 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 product of Freshworks, is a versatile and integrated live chat solution that seamlessly connects with a variety of tools and platforms, enhancing customer engagement and support across multiple channels.
Integration with Other Tools
Freshchat integrates with several popular communication channels, allowing for centralized management of customer communications. Here are some key integrations:
- Messaging Channels: Freshchat supports integration with Facebook Messenger, Instagram DM, WhatsApp, Telegram, and email. This enables businesses to manage messages from these platforms within a unified inbox.
- CRM Systems: Freshchat can be integrated with CRM systems, ensuring a complete history of customer communications and enhancing the overall customer experience.
- E-commerce Platforms: It seamlessly integrates with e-commerce platforms like Shopify, WooCommerce, and Stripe, facilitating enhanced customer experiences and streamlined support operations.
- Knowledge Base: The integration with Document360 allows support agents to access relevant documentation and knowledge resources directly within Freshchat, ensuring accurate and efficient support.
- Freshdesk: Freshchat can be integrated with Freshdesk, enabling the conversion of Freshchat conversations into Freshdesk tickets and the transfer of Freshdesk FAQ folders into Freshchat FAQ categories.
Compatibility Across Platforms and Devices
Freshchat is highly compatible across various devices and platforms:
- Cross-Platform Support: Freshchat is available on Android, iOS, Mac, and Windows, ensuring accessibility for a broad user base.
- Mobile App: The Freshchat mobile app supports multiple channels such as WhatsApp, SMS, Email, and Facebook, allowing agents to manage and respond to customer communications on the go.
- Web and Mobile: The chat widget can be hosted on websites, and the live chat feature is displayed in a customized chat widget that can be tailored to fit the brand identity.
Additional Features
Freshchat also offers several features that enhance its compatibility and usability:
- AI-Powered Assistance: With Freddy AI, Freshchat provides context-driven chatbots that can handle common inquiries and offer instant responses.
- Chat Routing and Automation: Features like IntelliAssign and automated workflows help in routing conversations to the most appropriate agents and optimizing customer interactions.
- Real-Time Translation: Freshchat supports real-time translation in over 33 languages, making it suitable for a worldwide audience.
Overall, Freshchat’s extensive integration capabilities and cross-platform compatibility make it a versatile tool for businesses looking to streamline their customer engagement and support operations.
Freshchat - Customer Support and Resources
Freshchat Overview
Freshchat, a live chat software by Freshworks, offers a comprehensive array of customer support options and additional resources to enhance user engagement and support experiences.
Customer Support Options
- Live Chat: Freshchat provides a live chat feature that allows customers to interact with support agents in real-time. This is accessible through a customized chat widget that can be integrated into your website or other platforms like mobile, WhatsApp, and Facebook Messenger.
- Chatbot Support: Powered by Freddy AI, Freshchat’s chatbots are available 24/7 to handle common inquiries and provide instant responses. These bots can engage in casual conversations, detect and save useful information like names and emails, and even trigger OTPs for security purposes.
- Agent Support: Human agents are available 24/5 for real-time support via chat, ensuring that more complex issues are addressed promptly. Agents can be assigned to conversations based on their skill levels and load using IntelliAssign.
Additional Resources
- Integration with Multiple Channels: Freshchat can be integrated with various messaging channels such as web, mobile, WhatsApp, Facebook Messenger, and more. This allows for a unified support experience across different platforms.
- File Sharing and Chat Transcripts: Customers and agents can share files directly through the chat window, and chat transcripts can be saved and emailed to customers for future reference.
- Proactive Chat Triggers: Freshchat allows for proactive chat triggers that automatically start a chat session based on customer behavior, such as visiting a particular page or spending a certain amount of time on the site.
- Offline Messaging: Customers can leave messages when agents are unavailable, ensuring their inquiries are addressed later.
Personalization and Automation
- Canned Responses: Support teams can use predefined replies for common questions to respond faster.
- Visitor Intel: Provides information on who visitors are, their navigation path, and more to ensure each conversation is personalized.
- Automations: Freshchat supports advanced automations where conversational properties can be used as triggers, conditions, and actions. This includes features like auto-resolving conversations with inactive users and closing pending conversations after a predefined time interval.
Accessibility and Compliance
- Multilingual Support: Freshchat supports multiple languages, including right-to-left language scripts, and allows bots to be set up in various languages such as Tamil, Telugu, Hindi, Arabic, and more.
- Accessibility Compliance: The Freshchat Team Inbox is compliant with the Web Content Accessibility Guidelines (WCAG).
Reporting and Analytics
- Performance Insights: Users can get insights into the bot’s performance with readily available bot exports and track key metrics and support SLAs using Extract APIs.
- Productivity Metrics: Freshchat allows measuring team productivity, conversation trends, CSAT ratings, and downloading reports for later access.
By leveraging these features, Freshchat provides a comprehensive and engaging customer support experience that is both efficient and personalized.
Freshchat - Pros and Cons
Advantages of Freshchat
Freshchat, an AI-powered omnichannel messaging platform, offers several significant advantages that make it a valuable tool for customer engagement and support.
1. Ability to Track Past Chats
Freshchat allows you to track past chats, which is crucial for monitoring progress and efficiently handling customer issues.
2. Smooth Integration with Other Tools
It seamlessly integrates with various tools, including Freshdesk, Zendesk, and Salesforce, facilitating efficient management of live chats and tickets.
3. User-Friendly Chatbot
The chatbot is straightforward and user-friendly, making it ideal for businesses with non-tech-savvy audiences. It supports automation with triggers, bots, and segments, and can adapt messages based on user behavior.
4. Large-Scale Agent Management
Freshchat is capable of managing agents on a large scale, providing excellent visibility for managers through tracking and reporting features.
5. Consolidation of Chats from Different Channels
It consolidates chats from multiple channels, such as Facebook, WhatsApp, and your website, into one location, significantly increasing team productivity.
6. Advanced Analytics and Reporting
Freshchat provides an analytics dashboard with many pre-built reports, including chat conversations, chatbot overview, and SLA compliance. Users can also create custom reports and track custom events.
7. Multi-Channel Support
You can publish your chatbot on various channels, including your website, SMS, Facebook Messenger, Instagram, WhatsApp, and more. This allows for comprehensive customer engagement across different platforms.
Disadvantages of Freshchat
Despite its numerous benefits, Freshchat also has some notable drawbacks.
1. Poor Customer Service
Many users have reported poor customer service experiences, including long wait times for responses, unresolved issues, and difficulties in cancelling subscriptions.
2. Issues with Mobile App
The Freshchat mobile app has been reported to be unreliable, often not working even after significant troubleshooting efforts.
3. Limited Reporting and Analytics Capabilities
Some users find the reporting and analytics capabilities to be limited, lacking in-depth insights that are necessary for making informed decisions.
4. Lack of Technical Support
Users have experienced 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, which can be frustrating.
5. Expensive Chatbot Feature
While the chatbot is highly praised, some users find it costly, especially considering the volume of their chats.
6. Hidden Features in the Interface
Some features are not easily accessible within the interface, which can make it difficult for users to find and utilize them effectively.
7. Limited Flexibility in Tech Stack
Freshchat is part of the Freshworks suite, which means it is most beneficial for companies already using or planning to use other Freshworks products. This limits flexibility in choosing other tech stack components.
By considering these pros and cons, businesses can make an informed decision about whether Freshchat aligns with their specific needs and requirements.
Freshchat - Comparison with Competitors
Comparing Freshchat to Competitors
When comparing Freshchat to its competitors in the AI-driven live chat and chatbot category, several key features and differences stand out.Freshchat
Freshchat, a product by Freshworks, is renowned for its comprehensive engagement platform that combines live chat, AI-powered chatbots, and omnichannel capabilities. Here are some of its unique features:AI-Powered Chatbots
Freshchat uses Freddy AI, which includes components like Self Service, Copilot, and Insights. Freddy AI can train on knowledgebase articles, summarize conversations, and detect sentiment.Omnichannel Support
Freshchat allows you to publish chatbots on multiple channels including your website, WhatsApp, Facebook Messenger, Instagram, SMS, Google Business Messages, and more.Advanced Analytics
It offers many reports and the ability to add custom reports, providing detailed insights into customer interactions.Live Chat with Auto-Assignment
Freshchat features built-in live chat with auto-assignment rules, conversation routing, and SLA policies, ensuring efficient handling of customer inquiries.Integrations
Freshchat integrates with over 400 applications, including Make, Shopify, and WooCommerce, making it highly versatile.Tidio
Tidio is another popular live chat platform that stands out for its affordability and ease of use:Affordable Pricing
Tidio offers a free plan and more affordable paid plans, making it accessible to small businesses. It includes chatbot capabilities even in its free plan.E-commerce Integrations
Tidio is particularly strong in e-commerce integrations and has an effective chatbot builder that requires no coding.Mobile App
Tidio provides a mobile app for agents to respond to customers from anywhere.Limitations
While Tidio is strong in its core features, it has fewer advanced features in lower-tier plans and limited customization options for larger enterprises.HubSpot
HubSpot is a powerful CRM and marketing tool suite that includes live chat and chatbot capabilities:Customizable Live Chat
HubSpot’s live chat design is completely customizable to match your website’s branding.CRM Integration
It integrates seamlessly with HubSpot’s CRM features, allowing for follow-up with leads and access to powerful marketing tools like segmentation and cart abandonment emails.Pricing
HubSpot’s live chat and chatbot builder are included in their Sales Hub plan, starting at $20/month.Other Alternatives
Other alternatives to Freshchat include:Intercom
Known for its advanced automation and personalization features, Intercom is a strong option for businesses looking for deep customer engagement.Zendesk
Zendesk offers a comprehensive customer service platform that includes live chat and chatbot capabilities, along with extensive reporting and analytics.Key Differences
AI Capabilities
Freshchat’s Freddy AI is highly advanced, offering features like intent detection, entity capture, and conversation summarization. Tidio and HubSpot also offer AI-driven chatbots, but they may not be as comprehensive as Freshchat’s.Omnichannel Support
Freshchat supports a wider range of channels compared to Tidio and HubSpot, making it more versatile for businesses with multiple customer touchpoints.Pricing and Plans
Freshchat, Tidio, and HubSpot all offer various pricing plans, but Freshchat’s plans are generally more scalable for businesses of all sizes, with a free plan and multiple paid plans starting at $19/month. In summary, while all these platforms offer strong live chat and chatbot features, Freshchat stands out for its advanced AI capabilities, extensive omnichannel support, and robust integrations. Tidio is a good option for small businesses looking for affordability and ease of use, and HubSpot is ideal for those already invested in the HubSpot ecosystem. Freshchat - Frequently Asked Questions
Frequently Asked Questions about Freshchat
What are the pricing plans available for Freshchat?
Freshchat offers several pricing plans to cater to different business needs. There is a free forever plan available for up to 10 agents, which includes basic features like chatbots (without free sessions), chatbot analytics, and more.- Free Plan: $0/month/agent, suitable for businesses just getting started.
- Growth Plan: $19/agent/month (or $15 if billed annually in some plans), includes 500 Freshbot sessions and additional features like advanced live chat automations.
- Pro Plan: $39/agent/month, includes 3000 free bot sessions per month and features like advanced dashboards and CSAT surveys.
- Enterprise Plan: $69/agent/month, includes up to 5000 free bot sessions per month and more advanced features.
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 features are included in the free plan of Freshchat?
The free plan of Freshchat includes several key features such as chatbots (though no free sessions are included), chatbot analytics, inbox views, topics, groups, conversation labels, bulk actions, user properties, mobile SDK, and integrations with platforms like WordPress and Shopify.How does Freshchat’s live chat feature work?
Freshchat’s live chat is displayed in a customized chat widget that can be tailored to fit your specific 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. The chat widget can be customized with your brand’s colors and logo, and it supports multiple languages.Can I customize the chat widgets in Freshchat?
Yes, you can customize the chat widgets in Freshchat to align with your brand’s aesthetics. You can change the color and logo, and even customize the welcome message based on the visitor’s behavior or journey on your site. This helps in making the interactions more engaging and relevant.Does Freshchat support chat automation?
Yes, Freshchat supports chat automation through its AI-powered chatbots powered by Freddy AI. These bots can serve as the first line of support for routine inquiries around the clock. Additionally, features like IntelliAssign help auto-route conversations to members in a group based on their skill levels and load.What kind of integrations does Freshchat offer?
Freshchat can be integrated with various messaging channels such as web, mobile, WhatsApp, Facebook Messenger, and more. You can also browse the Freshchat Marketplace to access hundreds of other third-party applications and systems that can be integrated with the platform.Does Freshchat provide visitor tracking and analytics?
Yes, Freshchat offers visitor tracking and analytics. The support dashboard provides real-time data about site visitors, including their location, pages viewed, and time spent on the site. This helps in tailoring conversations to individual visitors based on their behavior.Can I use Freshchat for businesses with an international audience?
Yes, Freshchat is suitable for businesses with an international audience. It supports multiple languages, allowing you to customize the chat widget to communicate in your customer’s language. This feature is particularly useful for improving customer service for global customers.Does Freshchat support file sharing and chat transcripts?
Yes, Freshchat supports file sharing and chat transcripts. You can send and receive files directly through the chat window, and the platform saves a record of the chat conversation, which can be emailed to the customer or stored for future reference.Is Freshchat suitable for all types of businesses?
While live chat is beneficial for most businesses, 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 may not find live chat as effective.