Freshchat for Customer Support | Live Chat for Support

Proactive customer support done right

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.

Self-service that is fully non-siloed

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.

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Connect customers to experts

With IntelliAssign, assign conversations to team members based on their skill levels — beginner, intermediate, or expert and their current chat load.

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“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.”

Aditya Priyadarshi

Online Product Head (Holidays)

MakeMyTrip

Helpdesk Insights

Real-time dashboardGet a visual summary of your team performance in real time.
Helpdesk reportTrack productivity metrics, conversation trends, and more. Download the report for later access.
Team performance reportLearn how team members fare with response and resolution rates, CSAT ratings, and chat volume.
Labels reportKeep track of conversations by their label name. Identify roadblocks, allocate resources, and more.