Adding Chat Support to Call Support — FreshChat

One of our cool move was to add a Chat Support to better serve our Customers.

Some Customers prefer to chat than to call (I’m one of them!). It helped us increase the productivity of our CS team. Yeah, it’s easier to handle multiple chat that multiple calls (try to call to 3 friends at the same time, you’ll see).

The challenge was to find the right platform with great tech to integrate with and a very user friendly backend for our agents. There are great products out there such as Zendesk, but we chose FreshChat (a sub-product of FreshDesk).

Hail to FreshChat, great product and great support team over there in India; always there for our dumb questions.

Here’s how their backend look like, same concept as WhatsApp web to handle multiple chats : list of chat in the left, main chat window in the middle, and details on the right.

Trick 1 we love

Create your own FAQ that can be displayed across platforms (Mobile or WebApp), and can be integrated super easily. It’s all in their backend, you create, and it shows up in 1 sec!

Trick 2 we love

You got complaints from your mobile users? Yes we do also! We have this great thing in common. For easier debugging, FreshChat offers infos of the device used (also the version of your own app!), when chatting with the Customers.

Other tricks we love

I’m not gonna show you all, you’ll have to discover by yourself, their website is here : https://www.freshworks.com/live-chat-software/

Some others :

• IntelliAssign (auto-assign the tickets to your agents)
• Integrate with Facebook Business Chat
• Get reports about your CS team performance