Product Overview of Freshchat
Freshchat is a comprehensive and modern messaging software designed by Freshworks to facilitate seamless customer engagement and sales interactions across various platforms. Here’s a detailed look at what Freshchat does and its key features:
What Freshchat Does
Freshchat enables businesses to build and manage conversations with prospects and customers through multiple channels, including websites, mobile apps, social media, WhatsApp, Instagram, Google Business Messages, and more. This platform is tailored for sales and customer engagement teams to deliver a continuous and context-driven messaging experience, enhancing customer interaction and satisfaction.
Key Features and Functionality
Omnichannel Support
Freshchat allows businesses to engage with customers on their preferred channels, such as web, mobile, WhatsApp, Facebook Messenger, and other social media platforms. This ensures that customer service agents can interact with customers without the need to switch between different screens and apps.
Chatbots and Automation
Freshchat leverages Freddy AI to deploy intelligent, conversational chatbots that can understand and communicate in natural language. These chatbots can handle routine inquiries 24/7, providing instant and precise answers to common questions. The platform also supports no-code bot flows, enabling businesses to create automated responses tailored to their acquisition and engagement goals.
Personalization and Visitor Intel
Freshchat offers robust personalization options, including “Visitor Intel,” which provides detailed information about visitors, such as their navigation path, company size, industry, and social profile activity. This data helps agents tailor conversations to individual customers, enhancing the overall customer experience.
Live Chat and Real-Time Communication
The platform features a customized chat widget that can be branded to fit the business’s identity. Key live chat features include:
- Live Typing: Allows agents to see what the user is typing before they send the message, enabling quicker response times.
- Canned Responses: Pre-written, templated messages that agents can use to address common questions quickly.
- Live Translate: Enables agents to respond to customers in their language in real-time.
Integration Capabilities
Freshchat is highly integrable with various digital channels and platforms, including CRM systems like Zendesk, Freshdesk, and Freshsales. This integration allows for the automatic syncing of conversation transcripts, customer details, and interaction histories, providing a comprehensive view of the customer journey. It also supports integration with marketing automation tools and e-commerce platforms to enhance customer support and sales processes.
Advanced Analytics and Reporting
The platform offers advanced dashboards and reports, including Team Performance Reports, Agent Availability Reports, and CSAT (Customer Satisfaction) Surveys. These analytics help businesses monitor and improve their customer engagement strategies.
Additional Features
Other notable features include:
- Journeys: Allows businesses to send targeted messages based on user behavior, usage, and other criteria.
- Screen Sharing: Enables agents to guide users remotely for sales, onboarding, or support.
- File Sharing: Supports sending and receiving files, creating a repository for quick sharing with prospects or customers.
- Business Hours and Automated Responses: Allows setting up multiple business hours, breaks, and away messages to manage customer expectations.
In summary, Freshchat is a powerful tool that combines live chat, chatbots, automation, and advanced analytics to provide a comprehensive customer engagement solution. Its ability to integrate with various platforms and offer personalized interactions makes it an ideal choice for businesses looking to enhance their customer support and sales strategies.