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Freshworks Inc
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Rahul

Freshchat — Catch 'em all. Keep 'em all.

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Freshchat is a modern messaging software powering millions of conversations for sales and customer engagement teams.

Convert visitors into leads and users into happy, engaged customers on the website, in-app, mobile, and social DMs. A leap from legacy live chat software, Freshchat helps businesses and its teams focus on continuous and context-driven messaging experience.

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Santosh Panda
wow! Freshchat seems All-in-One 👉: Intercom + Drift + Olark + Inbox After seeing https://www.freshworks.com/fresh..., I might switch from Zoho CRM Suite to Freshworks! :-) ---- A long time Zoho Loyalist.
Arun

This is Freshworks Inc.'s latest offering. Here's Freshchat, a modern live-chat experience for businesses of any kind.

Pros:

Freshchat is built for teams of all kinds. Powerful integrations, beautiful messaging experience, bot support and more.

Cons:

None that I can think of right now.

Paul Shustak
We happen to be Freshdesk customers and this is the first we are hearing about Freshchat. Kind of strange that no one has reached out about it. We've been looking longingly at Intercom, so does this mean we can stop? Its unclear how this relates to Freshdesk. Is it a separate product? Replacement? Upgrade? Do we have to perform a new integration? I'll also tell you that the most frustrating thing about Freshdesk is lack of native mobile chat client for agents. Does Freshchat solve this for us?
Srikrishnan Ganesan
@paul_shustak Hey paul! I know I said I'll get you on the beta! Sorry missed doing that! Yes we have a mobile app for the agents to chat from now! Its a separate product but will integrate into FD. Will reach you on email? I'm at sri at freshworks dot com
Hunter Becton
Think I may be switching away from Intercom...
Srikrishnan Ganesan
Maker
@hunterbecton We'll be waiting to onboard you Hunter!
Hunter Becton
@srikrishnang So what's the best process for moving over users from Intercom to Freshchat?
Srikrishnan Ganesan
Maker
@hunterbecton there isn't an exactly a process for moving - you can just start capturing information with us and add our messenger to your website and in your products. We have some differentiated features as well like Message Channels that you should explore. I'd suggest a demo with our team so you can get the most out of the product. Reach me - sri at freshworks dot com. Looks like you already have the messenger live on your site :). I'd want to ensure you are on-boarded well and set up for success with us!
Learn UX

Nice design. Nice support staff. might be good to have easy to find case studies to give the rich feature set more context.

Pros:

Exciting new platform for talking to your customers. Makes all communication continuous so customers feel understood. Strong recommend :)

Cons:

no real cons, but it can be tough to explain the different parts of any product suite and how they incrementally add to one another.

Deven Bhooshan
Really cool product. Interesting to see support for Rich UI for adding more context in the conversations for the customer care agents(like hotline but modern). Out of box support for the bots. interesting move.
Srikrishnan Ganesan
Maker
@devenbhooshan thanks Deven! This is our baby step in getting bot + agent experience right. We are working on opening up to more bot players as well. More on this soon!
Baptiste Laget
Congratulations on the launch! We're just about to launch a product here and we might think going on with FreshChat. Feeling adventurous 😎 Only downside I see is the multi-language support being only available in the Estate plan. It would be a game changer for companies in bilingual countries like Canada – I couldn't think of offering content to our users in one language only, yet we are a pretty small team and wouldn't require all the Estate plan has to offer. Would be great as an add-on!
Srikrishnan Ganesan
Maker
@baptistelaget Will give you multi-lingual on the garden plan :) for asking on PH :). PH only offer!
Gautham Ramakrishnan

Try it out for the sleek UI and get to understand your website visitors better! :)

Pros:

Excellent UI and a cheaper product!

Cons:

I don't see anything under this!

Henry Brown
Looks cool, congrats on your launch! Question for you: does Freshchat have triggers between in-app conversations and marketing automation emails? Could be in the form of an integration with an email automation platform if not done natively. We've run into this roadblock with some other products (ex HubSpot) where we couldn't send (or not send) emails based on user activity with our in-app chat (Intercom).
Srikrishnan Ganesan
Maker
@henrycabrown Hey Henry. Interesting use case. Would love to learn more. We don't have this already but I have some ideas on how our "smart plugs" feature can enable you to do this on your own. Mail me? sri at freshworks dot com!
Josh Hubball
@henrycabrown @srikrishnang Missing piece in comparison to Intercom seems to be lack of CRM and automated (or "drip") e-mail campaigns. Would be very interested if you were able to add those features or enable integrations for them.
Srikrishnan Ganesan
Maker
@henrycabrown @jhubball makes sense! thanks for the feedback :)
Josh Hubball
@henrycabrown @srikrishnang Suite of products specifically built for e-commerce use case. Freshcommerce?
Arun
I used Hotline earlier on my mobile app. Coming from the same team that made the masterpiece, I cannot think of anything else from them. I cannot wait to integrate Freshchat on my website and app!
Srikrishnan Ganesan
Maker
@arunsathiya Can't wait to onboard you :). I remember being hounded for an agent app. Well, its there now :). It's a beautiful app and I am using it all the time. Go get it already!
Rohit Agarwal
The interface looks so happy! Kudos @srikrishnang
Srikrishnan Ganesan
Maker
@jumbld Thanks Rohit!
Hrant Arzumanyan
Very comfortable and easy to use. Great job!
Srikrishnan Ganesan
Maker
@hrantarzumanyan thank you! good to see so many folks adopt it quickly! Do share your feedback with us through Freshchat itself :)
Murugan Durai
Great. Have a question. Do you have email notifications when customer don't see our messages? If you have that, it would be really helpful.
Srikrishnan Ganesan
Maker
@murugan_durai yup! have that. you can set a time after which we will fallback to delivering your messages over email if the customer didn't read your message in time.
@Bernardamus
@srikrishnang and how to turn them off? I read the mail but then I get other emails with the same info ... is the unsuscribe button the way?
Srikrishnan Ganesan
Maker
@bernardamus Hi there! Can we take this to messaging/email? I'll need more details to understand this.
Bernardo Campos

The analytics section of this product is a joke compared to LiveChat. We use both (for different use cases) and are really unsatisfied with Freshchat. It's really hard to have a good grasp of your operation with such scant reporting capabilities. LiveChat offers much more customization and flexibility. I'd definitely recommend you use that.

It's also been unreliable of late, where several of our users are unable to use the chat. We've reported the problem and it took them about 5 days to detect it as a bug, and they've returned us an estimated 15 days for the bug to be fixed. This is way too long.

The only reason we haven't switched over completely is because to integrate LiveChat into our android app, we'd lose native support for push notifications and would have to implement it ourselves. We've researched chat apps quite a bit and definitely recommend LiveChat. We've looked at Intercom too and it looks very promising but would only make sense for us if we switched our e-mail support system (Zendesk) to Intercom as well.

Pros:

Simple

Cons:

Terrible analytics dashboard, lately unreliable

Kashyap Deorah
Looks pretty cool Sri. Seems to have a bit for everyone. Wonder how much of the usage involves mobility either for the user or customer. Live location sharing within the messenger might be handy?
Srikrishnan Ganesan
Maker
@righthalf the Hypertrack smartplug we built for our previous product should still work as is! Mobility is definitely a thing for the mobile businesses and e-commerce
Ramon
Simple and awesome. Is there any near term plan of having tag feature or am I missing something ?
Srikrishnan Ganesan
Maker
@mohan_kumar Hi Mohan. We do have the option for you to set custom user properties. If you tell us what you want to do with tags, we can perhaps share how you can achieve what you want in the product! You can reach me - sri at freshworks dot com
Joe Kurian
The best alternative so far to @intercom and @drift. Great job :)
Srikrishnan Ganesan
Maker
@joekuriank Thanks Joe! Have you made the switch? Would love feedback - sri at freshworks dot com!
Sooraj Chandran
I have been waiting for this update for a long time. Instantly updated my website with Freshchat. Wonderful tool!
Srikrishnan Ganesan
Maker
@iamsooraj thanks for that! would love your feedback - sri at freshworks dot com
Andrea Giannangelo
How does this compare to Freshdesk's ticketing system and with any other email-based ticketing system? Does it replace them?
Srikrishnan Ganesan
Maker
@facens I think it will replace email for very small teams, but larger teams that need to provide different channels of communication with them can't do away with email.
@Bernardamus
So.... I guess that Intercom got scared...since they published a "new product" right away, but is that really NEW? 😂 https://www.producthunt.com/post...
Patrick O'Briain

Really awesome chat service, good alternative to Intercom.

Pros:

Simple design, easy to use

Cons:

None