Freshdesk Messaging Review

Freshworks
Product:
Vendor:
Founded:
Headquarters:
Freshdesk Messaging
Freshworks
2010
San Mateo, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
50,000+
Cloud
Yes

Freshdesk Messaging At A Glance

Good: Freddy AI chatbot, the ability to connect with customers in their preferred channel, multilanguage capability.
Bad: Mobile app is not user friendly, limited options with report customization.
Bottom Line: Cloud-based live chat software that empowers Sales, Marketing and Support teams to proactively engage with customers.

Product Overview

Freshdesk Messaging (formerly Freshchat) enables Sales, Marketing and Customer Service teams to communicate with prospects and customers in real time through the web, mobile or social platforms. Users can deploy an AI-powered chatbot widget that detects the customer’s intent and then provide them with an answer or transfer them to an agent. The widget can also help Sales and Marketing teams by qualifying leads and booking meetings.

The software has numerous benefits, including:

  • Improved customer service
  • Automated repetitive processes
  • Integration with chatbot builders, customer relationship management (CRM) software, eCommerce solutions, WhatsApp and other applications
  • Multilanguage capability
  • Scalable pricing plans

Features

Freshdesk Messaging has many features. We focus on its key ones.

Workflows – There are several features to help users automate their workflows. They can create rules that assign chats based on an agent’s availability or skills and set up business hours for individuals or teams. In addition, the co-browsing feature lets agents share their screens with customers (e.g., live demos). Additional workflow features are converting chats into tickets, sharing chat transcripts, resolving inactive chats automatically and sending email notifications of unread chats to customers.

Team Inbox – With the team inbox, agents can organize conversations, write private notes, store canned responses and reassign chats to another agent. The Inbox Views feature includes predefined views, so agents can stay on top of their chats, and Custom Views allow them to filter the chats based on their preference.

There’s a rich messaging feature that allows agents to use images, videos, gifs and emojis within a chat, and the Smart Plugs feature can pulls customer contextual data from an integrated third-party system. Additional features include bulk actions, a multilingual Team Inbox and live translation during a chat.

Messaging channels – Agents can chat with customers via the brand’s website or mobile app. In addition, they can chat with the customer in their preferred messaging application because Freshdesk integrates with WhatsApp for Business, Apple Business Chat, Facebook Messenger, Twitter and LINE.

Dashboard and reports – Managers can see a real-time overview of the team inbox, including incoming conversation and the speed of the chat responses. There’s an advanced feature that’s available on the Estate and Forest pricing plans that allows managers to see their team’s performance via the dashboard. Freshdesk Messenger includes built-in reports on metrics like Conversation Overview, Team Performance, Customer Satisfaction and Agent Availability.

Freddy AI – Freshdesk Messaging uses Freddy AI, which relies on machine learning technology to assist customers. Freddy AI engages with the customer in any channel and provides them with a relevant answer from the knowledge base. It also detects the customer’s intent and follows up with them with additional answers or routes them to an agent. Users can easily build conversational AI flows with the Custom Flows feature without coding knowledge. They can also integrate their own bots with Freshdesk Messaging via conversational APIs and webhooks.

Acquisitions & Engagement – This optional feature allows marketers to create chat and email campaigns. They can send triggered messages to website visitors based on their demographics and site interest (e.g., browsing, purchasing), and they can set up targeted messages (e.g., discounts, product announcements, onboarding) to specific customer segments. Freshdesk Messaging has the ability to add images, videos, GIFs or emojis into a message, and marketers can preview the message before sending. Finally, marketers can track their campaign with metrics like opens, clicks and reply rates.