What is Freshchat?
Freshchat is a comprehensive and modern messaging software developed by Freshworks, designed to facilitate continuous and context-driven conversations between businesses and their prospects or customers. This platform is tailored for sales and customer engagement teams to interact with customers across various channels, including websites, mobile apps, and social media.
Key Features and Functionality
Omnichannel Engagement
Freshchat allows businesses to engage with customers on multiple channels such as websites, mobile apps, WhatsApp, Facebook Messenger, Instagram, Google Business Messages, and SMS (via integrations with Twilio or Gupshup).
Live Chat
The platform features a built-in live chat capability that can be customized to fit the brand’s identity. This includes tools like chat widgets, assignment rules for routing conversations to appropriate agents, and SLA policies to ensure timely responses. Live chat agents can also use real-time translation to communicate with customers in their preferred language.
Chatbots
Freshchat leverages Freddy AI to deploy intelligent, conversational chatbots that can understand and communicate in natural language. These chatbots are no-code and fast to launch, enabling them to handle common inquiries around the clock. Chatbot flows can include elements such as sending messages, asking for user input, storing data, and triggering various actions like eCommerce transactions.
Automation and Routing
The platform includes advanced automation features such as IntelliAssign, which auto-routes conversations to agents based on their skill levels and workload. It also supports automated campaigns, proactive messaging, and chat routing to ensure efficient and personalized customer interactions.
Personalization and Analytics
Freshchat provides robust personalization options, including visitor intel that offers insights into customer behavior and navigation paths. This helps agents tailor conversations to individual customers. The platform also includes advanced dashboards, agent performance reports, and CSAT surveys to measure customer satisfaction and team performance.
Integration and Customization
Freshchat integrates seamlessly with various CRM systems and other third-party applications available through the Freshworks Marketplace. It also allows for customizable chat widgets, canned responses, and the ability to create user segments based on custom fields and tags.
Mobile and Multilingual Support
The platform offers mobile SDKs for iOS and Android, enabling agents to respond to customers via their mobile devices. Additionally, Freshchat supports multilingual chat, allowing businesses to communicate with customers in their preferred languages.
Additional Features
Other key features include file sharing, co-browsing, chat history, and the ability to merge contacts across multiple channels. Freshchat also supports email campaigns and allows for the creation of custom bots and automated workflows.
Conclusion
In summary, Freshchat is a powerful tool that enhances customer engagement through its robust live chat, intelligent chatbots, and extensive automation and personalization capabilities, making it an ideal solution for businesses seeking to improve their customer interaction and support processes.