Freshchat
Freshchat is a Live Chat software which will help you to convert your website visitors into loyal customers. We are...
Categories
Freshchat Features
Ticket and Case Management
Ticket Creation User Experience
User Experience of creating and submitting a ticket
N/A
Ticket Response User Experience
User Experience of responding and receiving a response
N/A
Workflow
Route tickets based on values of fields, changes to ticket status and time based conditions
N/A
Response Automation
Respond to common requests with standard reply
N/A
SLA Management
Service Level Agreement Management
N/A
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
N/A
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives
N/A
User Experience of creating and submitting a ticket
User Experience of responding and receiving a response
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Friendliness
Personalization
Identifies the customer and personalizes interaction at every touchpoint.
N/A
Concierge Case Manager
Can route contacts to agents the customer has worked with before.
N/A
Seamless Escalation
Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.
N/A
Identifies the customer and personalizes interaction at every touchpoint.
Can route contacts to agents the customer has worked with before.
Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.
Knowledge Share
Knowledge Base
Provides a repository of information that can be used by those seeking support.
N/A
Searchable Articles
Makes articles in the knowledge base searchable on the web.
N/A
Community Forums
Enables users to engage with other users to solve common issues.
N/A
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
N/A
Provides a repository of information that can be used by those seeking support.
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
Allows site administrators to participate in forums and update FAQs accordingly.
Unification
Simultaneous Multichannel
Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.
N/A
Transcripts
Uses NLP to keep a transcript of conversations from all channels.
N/A
Multipurpose Engagement
Prompts agents to engage customer on potential topics of interest when appropriate.
N/A
Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.
Uses NLP to keep a transcript of conversations from all channels.
Prompts agents to engage customer on potential topics of interest when appropriate.
Internal Use
Customization
Archives conversations in a separate location for later reference.
N/A
Conversation Archiving
Enables employees to denote potential customers.
N/A
Lead Development
Establishes a knowledge base for employee reference during conversations.
N/A
Knowledge Base
Provides a central location for help requests, helping employees respond sooner.
N/A
Team Inbox
Allows for the creation of profiles for contacts and customers.
N/A
Customer Profiles
N/A
Archives conversations in a separate location for later reference.
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
Channels
Email
Connects employees with customers through an email solution.
N/A
Social
Connects employees with customers through a social media solution.
N/A
Live Chat
Connects employees with customers through a live chat solution.
N/A
Phone
Connects employees with customers through a calling solution.
N/A
Text
Connects employees with customers through a text message solution.
N/A
Connects employees with customers through an email solution.
Connects employees with customers through a social media solution.
Connects employees with customers through a live chat solution.
Connects employees with customers through a calling solution.
Connects employees with customers through a text message solution.