Freshchat: A tool to improve your customer experience

Looking for a smart, affordable, total solution for all your business’s customer support and experience needs? Try Fresh Chat today!

In today’s fast-paced and competitive business environment, customer experience software is paramount. You need to provide great support and personalized interactions. That’s no longer an option.

That’s where Freshchat comes in, your secret weapon to take your customer experience to new heights. Freshchat enables businesses to engage with customers in real-time across different platforms with powerful features and seamless omnichannel capabilities.

Read on to discover how Freshchat can revolutionize your customer experience strategy and take your business to the next level.

Fresh Chat: Overview

Freshchat is an all-in-one software that helps businesses communicate and engage with their customers. Since it’s a cloud app, it’s much easier to set up and get started than other live chat tools.

This allows you to virtually bring your entire customer support team to every customer’s doorstep. What does that mean? This means customers can now contact you in their preferred way and no longer have to wait in line.

One customer experience agent can interact with multiple customers via calls, WhatsApp, web chat, mobile app chat, Instagram DM, Telegram chat, and more.

Another great thing about Freshchat is that it allows businesses to set up super-smart AI chatbots. These AI chat agents can be customized according to your industry, product, or service to provide a personalized touch to your AI communications.

Freshchat’s role as a live chat software

Freshchat’s role is simple and straightforward. Bring all modes of customer support and experience conversations for your business into one place. Before implementing Freshchat, you need to manage your customer support and engagement team using multiple tools and apps.

For example, let’s say you use customer support software to receive incoming calls and route them to your phone support team. If you have a mobile app for your business, you need an in-app chat solution that redirects customer chat requests to another live chat solution app on your desktop or web browser.

It goes without saying that you use email marketing apps to engage with customers via email, and social media apps like Instagram and WhatsApp for responses and engagement on social media.

All of the apps and tools mentioned above impact your business’ revenue and reputation in the following ways:

• These apps are paid separately.
• Customer experience, user interface, and content consistency vary from app to app
• Pay separately for separate knowledge base platforms or canned response tools
• Invest your and your employees’ time and effort in different apps and tools
• Focus on protecting sensitive data about your customers in several apps, files, documents, and more.
• Customer support and experience agents often complain about having to learn the UI and functionality of the various apps in their profession.
• Use ticketing software to create tickets from customer conversations and route them to the backend.

By implementing Freshchat in your business or customer support center, you can eliminate all the above effects. Just Freshchat synced with Freshsales CRM is a powerful combination that provides worry-free, no-wait customer support any time of the day.

Why use Freshchat?

• Freshchat allows you to interact with your customers in real time. Therefore, we can provide quick support through many support channels.
• Support teams can connect with customers through multiple channels, including websites, mobile apps, email, social media, phone calls, text messages, and Telegram.
• With Freshchat, you can set up an intelligent chatbot to handle routine queries and respond instantly, saving you time and resources. Also, the AI ​​chatbot is free.
• Enable collaboration among internal teams. Team leaders and managers can assign conversations, add notes, and use tags to streamline communication.
• Pay for one software and get many features.
• Advanced automation allows you to create the entire customer journey, from the first chat to the final exit email.
• You can proactively chat with customers on your website or mobile app based on advertising campaigns, product categories, customer status, and more.

How is Freshchat different from other live chat tools?

Freshchat positions itself as a complete chat and CRM solution for customer support and engagement. Get Freshchat so you can spend more time focusing on the core of your business like products, marketing, and sales.

This tool puts customer support operations projects into true autopilot mode. Only a few team leaders or customer care managers can successfully handle thousands of agents. Most of Freschat’s features use automation, allowing you to automate conversations so your agents can be as productive as possible.

You can also discover leads using your own blog site, mobile app, landing pages, and e-commerce marketplace for free using advanced analytics and campaign monitoring tools. Not to mention the latest features such as the Freddy AI engine, workflow automation, task creation and assignment, and scheduling.

Benefits of using Freshchat for your business

• Real-time customer engagement and support across multiple channels.
• Automated chatbots to handle routine queries and provide instant responses.
• Achieve seamless team collaboration with features like conversation assignments and company notes.
• Personalized customer interactions based on customer context and history.
• Proactive engagement with targeted messages and campaigns.
• Analytics and reporting to track metrics and make improvements based on data.
• Integrate with other business tools and platforms to enhance functionality.

Features of Fresh Chat

Find below the best Freshchat features to help you create consistently engaging customer experiences.

#1. messaging

Its conversational solutions are very sophisticated and thoughtful. First, you can set up customer touchpoints through many channels, including web chat, mobile chat, WhatsApp, Telegram, email, phone, and SMS.

Your chat team can then use customer journeys to proactively engage with customers on your website or mobile app.

Finally, you can create AI chatbots to handle basic and routine support requests and only route chats to live agents when the situation becomes complex.

#2. agent productivity

Freshchat offers a variety of tools and modules to ensure that agents are always performing at their best potential. Agents can use Team Inbox to access the latest updates on tickets, escalations, refunds, shipping, and more.

The live translation feature translates the agent’s language into the customer’s native language, eliminating the need to hire agents who speak different languages. The app has a repository of canned responses for different communication channels, so agents can communicate quickly and error-free.

#3. data insights

Freshchat’s analytics and reporting module is also self-contained. You no longer need a spreadsheet app to create performance reports for your site, managers, teams, or agents. Just go to Analytics & Reports and select Reports . You can now choose from the following ready-made reports:

• chat analysis
• Bot analysis
• Bot session consumption
• phone analysis
• phone metrics
• time signal
• historical report

Alternatively, if you want to create an analysis from raw data, you can go to the Analysis and Reports > Analysis page. Then choose from over 15 ready-made analysis formats. If you want something different, create a custom analysis from the New Report option.

#4. conversation management

Managers can use Freshchat’s IntelliAssign feature to quickly route conversations to the right agent. This module suggests suitable agents based on skills, seniority, access to tools, and workload.

To protect customer data and comply with global privacy regulations, managers can create role-based access for agents. Frontline agents can have basic access, and backend or engineering teams can have granular access to the app.

You can also use the Assignment Rules feature to route conversations based on time of day, subject, complexity, user background, recurring queries, and more.

#5. Simplified user interface

The user interface is really unique and easy. It should take less than a few hours for customer support managers, team leaders, and agents to gain the expertise to operate the tool.

All UI text explains exactly what it means. So if you’re a new user, you can easily find what you need and access it by simply hovering over the UI elements on the app.

The Settings page provides access to advanced configuration options in seven different sections. As such, there are many customizations you can choose from to meet your business requirements.

Integrating Freshchat with third-party apps

Connect over 150 apps to Freshchat. Therefore, you can bring in data, files, instructions, etc. from various locations in Freshchat. Customer support agents no longer have to switch between different apps to get the information they need to resolve tickets and conversations.

These apps include top business tools like Teamviewer, WhatsApp Proactive Message, Freshdesk Contact Import, Automated Reports, Hubspot CRM, Stripe by ChargeDesk, Atlassian Jira for Freshchat, and more.

Integrating the app with Freshchat is also easy. This module is located within Settings > Administrator Settings . Scroll down a bit and you’ll see the Integrations panel. Apart from third-party apps, the native integrations available are:

• Create tasks and tickets
• Sync contacts and accounts
• Native chat integration
• mobile app for chat

Examples of using Freshchat

Here are some real world use cases and applications for Freshchat.

Management of sales operations

Freshchat allows you to manage your sales operations from small to enterprise level. When a customer orders online, the Freshchat bot can send periodic updates about the order until the delivery is complete.

If your customers spend a lot of time navigating through product pages on your website, you can use bot messages to prompt them to add products to their cart and move to checkout.

Payment defaults are an integral part of any sales process. You can reduce order abandonment after failed payments by setting up an automated chatbot to send WhatsApp or SMS texts regarding payment failures. Then send the deep link to your cart and process the order again.

Live support via WhatsApp

WhatsApp has become the go-to communication tool for customers from all walks of life. So, why not get customer support on WhatsApp? You can easily set this up using Freshchat, as the WhatsApp Business number linking system will guide you through the last steps.

If you use WhatsApp, your customers can send messages whenever they want. You can get a dashboard of WhatsApp messages from different customers on Freshchat. Assign tasks to expert agents or backends depending on the text content.

Tag and route incoming queries

Freshchat creates a separate chat, email, text, or phone window for each individual customer. For one registered customer, you can get all conversations in one place. However, by giving your agents access to all your conversations, you don’t have to reveal your payment or personal information to them.

Instead, you or your team manager can tag incoming queries with payment issues, logistics, product inquiries, marketing, and more. Agents can then retrieve conversations from the bucket.

Process sales in WhatsApp chat

Customers who are unable to order using the mobile app or website can contact our sales support team via WhatsApp. Proper integration of Freshchat with WhatsApp, Order CRM, Sales CRM allows agents to place orders securely.

You can also use the Freshchat interface to send secure payment links to your customers so they can complete their payments.

Creating a performance report

With Freshchat, you can organize your raw customer support data with hand-picked analytical reports such as E-commerce business reports, WhatsApp campaign reports, and more. Then, generate reports to help operations managers, stakeholders, and others make informed decisions.

Freshchat allows you to automatically send encrypted CSAT and other survey links to users when an agent closes a ticket. It then analyzes CSAT scores and processing times to reward the best performing agents.

Eliminate waiting lines

Freshchat has over 10 conversation channels. You can enable all these channels for an omnichannel customer experience. Display a ticker on your support page to show free slots for conversations on all these channels.

Customers choose the one that best suits their urgency and need for support conversations. So no more queuing for calls.

summary

If you think your business can improve the quality and results of your customer support and engagement efforts, consider Freshchat.

You can sign up for the Freshchat Enterprise plan for free and try it out for 21 days before making your final call. You can also explore our free plan further and pay as you go as you scale up your customer support operations with Freshchat.

Looking for a custom developed chat app? Check out these open source live chat software available for in-house custom development.