Pros from reviewers

• Smooth integration with other tools: Freshchat seamlessly integrates with most tools, including Freshdesk, allowing for efficient management of live chats and tickets

• Large-scale agent management: Freshchat is capable of managing agents on a large scale, providing excellent visibility for managers through tracking and reporting

• Consolidation of chats from different channels: Freshchat's integration with Facebook and Whatsapp allows for consolidation of chats from all channels into one location, significantly increasing team productivity

• User-friendly chatbot: Freshchat's chatbot is straightforward and user-friendly, enhancing customer engagement especially for non-tech savvy users

• Ability to track past chats: Freshchat allows for tracking of past chats, enabling monitoring of progress and efficient handling of customer issues.

Cons from reviewers

• Expensive chatbot feature: Despite the chatbot feature being highly praised for its user-friendly interface and ability to handle a high volume of chats, some users find it quite costly considering the volume of their chats.

• Limited reporting and analytics capabilities: Some users have expressed dissatisfaction with the software's reporting and analytics capabilities, stating they are limited and lack in-depth insights.

• Lack of technical support: Several users have reported a lack of follow-up from the technical support team after reporting issues, particularly with the Freddy chatbot feature. There is also no phone support available for Freshchat, which has led to frustration among users.

• Issues with mobile app: Some users have reported that the Freshchat mobile app is unreliable and often doesn't work, even after spending significant time trying to troubleshoot with the support team.

• Poor customer service: Numerous users have reported poor customer service experiences with Freshchat, including long wait times for responses, unresolved issues, and difficulty in cancelling subscriptions.