Customer Support has a
It’s called 1:1 messaging that’s targeted, proactive, and scalable.
With Message Channels, create multiple chat threads like delivery, pricing, demo, etc. that allows users to start focussed conversations. All channels can be configured with a welcome message to set an additional context and can be routed to experts skilled in handling them — by mapping relevant team members to each channel.
Bring your self-service and messaging experience together with In-messenger FAQs. Create FAQ categories with an intuitive grid view, enable FAQ search for quick access, and encourage users to share feedback on articles with an upvote and downvote buttons.
With IntelliAssign, assign conversations to team members based on their skill levels — beginner, intermediate, or expert and their current chat load.
“The ease of use of the Freshchat interface and the contextual information displayed in the right pane has made a huge difference to our workflow, enabling our team to provide much more personalized assistance.”
Get a visual summary of your team performance in real time.
Track productivity metrics, conversation trends, and more. Download the report for later access.
Learn how team members fare with response and resolution rates, CSAT ratings, and chat volume.
Keep track of conversations by their label name. Identify roadblocks, allocate resources, and more.
Alert and notify users with email, push, and desktop notifications.
Make customer advocacy omnipresent with the chrome extension.
Use words, images, emojis, stickers, or PDFs and documents to do the talking.
The right words make or break the game. Customize what your messenger says and choose from 33+ languages.
Know if it was a yay or a nay for your team with insights on CSAT ratings — average for a time period or individual average for specific team members.
Get all the context to respond confidently -- navigation timeline, user behavior, and additional data pulled from apps you already use.