Fresh chat

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Grow customer love with smarter conversations

Today’s relationships are digital, and always on. Power your business with intuitive and intelligent conversations.

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Unified and contextual conversational engagement

Make it easy for sales, marketing, and support teams to have proactive and meaningful conversations

Intelligent conversations, anywhere

  • Unify messaging channels and personalize self-service on your website, in-app, and across digital messaging channels (WhatsApp, SMS and more!)
  • Simplify customer experience with no-code, easy-to-build chatbots
  • Bring insights to action with native-AI to power next-generation messaging

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Simplified and contextual agent experiences

  • Give agents real-time context to perform faster and with ease
  • Respond to conversations from a single screen, wherever your customers message you
  • Give your agents complete customer context to boost CSAT with every conversation

Modern, cost-effective support

  • Fuel growth, while reducing your costs to serve 
  • Enable high rates of zero contact resolution and scale effortlessly
  • Drive value faster with pre-built templates for chatbots and journeys

Better together: Freshchat + Freshworks Neo platform

Deliver delightful customer experiences with the Freshworks Neo platform

  • Efficiently scale your business with the help of the unified Messaging API and customizable analytics
  • Easily add new messaging channels to ensure uninterrupted customer engagement
  • Seamlessly integrate Freshchat with existing customer workflows

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Automate customer engagement with proactive messaging

Proactively engage your visitors and customers wherever they are with Journeys.

Create messages that resonate with your customers

Increase customer engagement on your website, mobile app, email, SMS, or WhatsApp with compelling messages, images, GIFs, and videos.

Get started with journeys on just a click

Get a headstart with ready-to-use, customizable templates. Offer a personalized experience with just a click.

Target, trigger, and deliver high-context engagement

Design intricate flows and segment your customers and visitors with ease. Trigger contextual messages at the right time or based on intent on your website, product, or app.

Use data without the data scientists

Measure and analyze key metrics from your ongoing campaigns with dashboards that work out of the box. Review and tweak your journeys based on their performance.

Why Journeys?

Journeys are workflows to personalize engagement with your customers and visitors throughout their lifecycle.

Contextual customized conversations

Proactively reach out to provide contextual customer service.

Be where your customers are

Engage with your customers through chat or bots on email, WhatsApp, SMS, or social media.

Personalized engagement

Personalize their experience based on their behavior and interactions.

Give your visitors and users the experience of modern messaging

Topics

Topics help streamline conversations between visitors and your business. With topics, visitors can pick up the subject relevant to their query, and hear back from experts in your team who have been mapped to those topics. Team members can customize welcome messages to set context or expectations, and schedule campaigns and triggers to arrive inside topics, making conversations accessible and continuous.

Unlimited Contacts

Contacts are website visitors who converse with you or users of your product. Is your team deleting old contacts to accommodate new ones? With unlimited contacts, your team won’t have to worry about deleting data with increasing website visitors or users.

Custom views

Admins and team members can create custom chat views to identify conversations that are assigned to a specific group or set of team members, or mapped to a topic. This helps team members jump in on conversations that need them the most, or shadow others on the team.

Web messenger

Give your website visitors the experience of modern messaging they are used to, with a personal, customizable, and user-friendly messenger.

Priority Inbox

Don’t keep your most important site visitors waiting. The priority inbox view presents an ordered list of conversations for your team members to act on messages that need immediate attention.

Team widget

Team members can talk to website visitors from the apps they already use, with an intuitive team widget that sits inside their CRM and helpdesk tools. Converse with prospects, move deals down the funnel, resolve support queries – without switching tabs and losing patience.

 

Give your visitors and users the experience of modern messaging

IntelliAssign

Auto-assign conversations to members in a group based on their skill levels and conversation load. Free your team members from reeling under the pressure of having to periodically pick conversations, or supervisors from having to keep a tab on what team members are up to at different times.

Groups

Groups are set of team members who may handle conversations of similar nature. Groups may be formed on the basis of functions (Sales, Customer Success, Operations), or based on skills and abilitiies (say language based groups). Intended for both small and large teams, grouping lets you streamline interactions and processes. Groups may be mapped to specific topics, or conversations may be moved to a specific group manually. You can have load balanced assignment turned on for assignment within the group.

Assignment rules

Create advance rules with user properties, topics, time of the day, message text, and map team members or groups to it. Auto-assign conversations to groups and members based on keywords, and let assignment rules take precedence over topic-group mapping.

Don’t make self-service another silo

Help from inside the messenger

Integrated FAQs

The grid view gives users visual cues to quickly choose the right category of FAQs(Frequently Asked Questions), and find the right answers. The grid view is intuitive, optimized for mobile as well, and completely customizable, allowing you to add or reconfigure icons and update content on the fly.

Multilingual support

Speak to your visitors in the language they are comfortable in. Team members can create FAQ content in multiple languages, and the messenger presents the right content for every user based on their local or selected language

Give your team everything they need to focus on great conversations

SmartPlugs

SmartPlugs brings all the data from your apps and systems inside the inbox. Be it a CRM, helpdesk, delivery tracking, or other third party applications, with SmartPlugs, your team members can get all the contextual information to recommend better, sell smarter, and support faster.

Canned response

Set up pre-formatted responses for the most common questions, saving your team the trouble of typing in common messages. You can also set up shortcodes to access a canned response even faster.

Private notes

With private notes, team members can record details and log updates for future references, making it visible to other members in the team and sharing information in real-time.

Business hours

Turn business hours on for your team, communicating team member availability to visitors when they reach out. Set-up expectations ahead of the conversation and control availability based on day-of-the-week

Bulk actions

Respond and engage with multiple visitors at the same time and in a single action. Select multiple conversations and engage, assign, or resolve in one go. Save time, and increase productivity.

Freshchat Integrations

Connect with the tools you use to run your business

The Freshchat SDK

Delightful experiences in the palm of your hand, literally

Be accessible with in-app chat

Let your customers initiate live chats with your support agents with just a click of a button from within your mobile app. Set up welcome messages, and streamline and route conversations to the right teams.  

Localize the app experience with multi-lingual capabilities so you speak the language customers understand best.

Automate with self-service

Enable self-service through FAQs & bots so your customers can browse through the articles for answers any time, even on flaky networks before reaching your agents. 

Make your bots the first line of defense. Create a bot in the bot builder and have both your Answers & bot flows triggered on the mobile apps natively.

Retain your brand’s identity

Depending on the theme you have set up for your business, the support section can also be customized extensively. Take advantage of the various different fonts, font sizes, button colors, and background colors, to reflect your brand.

Of course, there's more!

CSAT surveys

Trigger customer satisfaction surveys and get responses from your customers after their conversations to assess and better your support.

Alert users with push notifications to ensure they do not miss out on conversations when they are not actively using your app or are out of your app.

The Freshchat SDK can be integrated with apps built on all major platforms like native Android, native iOS, React Native, Phonegap, Xamarin.

Empower your team with the mobile app

The Freshchat app for Android and iOS enables your agents to engage customers even when they are away from their desks or are on the move.

With instant alerts to new messages, agents can view conversations, user details, activity, assign conversations to other agents, resolve, reply, add private notes, use canned responses, send images
, share FAQs, and more!

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