Freshchat Reviews & Pricing

Key Features

Messaging

• Messaging Channels: Receive, manage and respond to conversations from multiple channels from a unified inbox. Stay connected with ERP and CRM to automate queries in advance. Launch bots to automate tasks based on hours. 
• Campaigns: Design flows and set timings to trigger targeted audience emails. Send emails based on user intent and website behavior. Set up different timings to re-engage or send invites and reminder emails. Analyze data gathered from previous campaigns and optimize performance accordingly. 
• Chatbots: Create bots with the easy-to-use, low code bot builder. Build multiple bots to handle tasks like answering customer questions, updating data or building a single bot to handle multiple tasks. Set up bots for different cases with a predefined, ready-to-use template. 

Omnichannel Suite

• Ticketing System: Send and respond to tickets from a unified inbox. Assign tickets to different agents or groups to avoid repetition and confusion. Check the activity and status of a ticket. Set up notifications to get ongoing ticket updates. 
• Ticket SLA Management: Create different SLA policies to respond to customer tickets. Set up different targets based on customer responses from multiple websites. Track inquiries from important customers and prioritize accordingly. 

Customer Success

• Reporting and Analytics: Customize dashboards for different teams to check metrics and KPIs. Manage customer data and track time based on customer segmentation and the individual user or specific account. Create charts and organize data according to need. 
• Customer Segmentation: Segment users using different attributes, metrics and behavior. It monitors and analyzes customer behavior and improves interactions. Creates alerts and health scores for better analysis of specific user accounts. 
• Churn Reports: Get complete details of total churn, reasons for churn and accounts to calculate revenue loss. Identify and compare past and present patterns to avoid loss. Analyze churn trends based on regions, segments, plans and stages to reduce churn rate. 
• Touchpoints: Plan and schedule meetings with pre-built Touchpoint templates. Check upcoming meetings in advance and stay prepared. Build agendas and goals while recording notes in real time. Change and edit agenda and meeting dates from a single place. 
• Email Automation: Create and automate emails using customer data. Trigger invitations emails to new users and send reminder emails to invitees. Keep customers engaged by sending product updates and newsletters. 

Support Desk

• Help Widgets: Customize help widgets to support customers on the go. Provide support by using embedded forms. It detects rage clicking on the website and reaches out to customers instantly. 
• Integrations: Customize integration with Neo to integrate seamlessly with preferred tools and applications. It provides over 1000 pre-delivered integrations to connect and engage with customers. 

Contact Center

• Phone System: Local phone numbers and toll-free numbers available for purchase across 50+ countries. Expand business worldwide by purchasing international numbers and using vanity numbers to connect with customers. 
• Call Center Setup: Set up call centers for customers to connect when needed. Fix suitable business timings to operate the call center. Record greetings and route calls to voicemail for after-hours calls. 
• Call Center Management: Monitor and manage live calls, agent availability, call queues and ongoing calls using a real-time dashboard. 
• Call Center Performance: Get detailed information about the call using a caller ID. Check interaction histories to track conversations with a user. Add agents to the call to avoid escalations. 

Limitations

•  Gathering customized reports is time-consuming. 
•  Doesn’t offer video calls. 
•  Premium features are accessible only in the highest-paid version. 

Suite Support