Customerly vs. Freshchat Comparison


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About Customerly makes it easy to continue offering your customers world-class support while you grow and scale your business. Build meaningful relationships with your customers through text and video while keeping track of all incoming communications with a single, intuitive dashboard. Grow your business on autopilot with Customerly's intelligent marketing automation. Hearing exactly what your users think of your service has never been this easy. Blending intelligent automation with a human-first approach, Customerly is the customer service software your users have been hoping you’d find. Create automation to communicate with your customers along their journey from awareness to advocacy.	About Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. Key Value Propositions: 1. Smarter Conversations: Available across first and third party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger and more 2. Smarter Self-service: Deploy AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional 3. Smarter Operations: Reduce the cost of providing support by switching to messaging and scale customer service without linearly scaling team size
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported	Platforms Supported Windows Supported Mac Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported
Audience Companies searching for a customer centric communication suite	Audience Sales teams, customer service teams, and marketers of SaaS & eCommerce software with up to 50 team members
Support Phone Support Not Supported 24/7 Live Support Supported Online Not Supported	Support Phone Support Not Supported 24/7 Live Support Supported Online Not Supported
API Offers API Supported	API Offers API Not Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $24 per month Free Version Supported Free Trial Supported	Pricing $15.00/month/user Free Version Supported Free Trial Supported
Reviews/Ratings Overall 1.0 / 5 ease 3.0 / 5 features 4.0 / 5 design 4.0 / 5 support 2.0 / 5 Read all reviews	Reviews/Ratings Overall 4.2 / 5 ease 5.0 / 5 features 4.2 / 5 design 4.8 / 5 support 4.5 / 5 Read all reviews
Pros & Cons from Real Users Pros The software is good and works but it's not reliable at all. We had so many issues trying to keep chat threads consolidated. Cons Reliability is critical when it comes to your leads and live chat.	Pros & Cons from Real Users Pros Freshchat has helped us create a service which allows us to obtain direct communication with each of our clients and our consumers. The main thing that I love about this platform is that it allows me to manage the total number of agents that can attend to requests or requirements. From our clients, this is quite essential since I can manage all the total roles so that our agents are registered within this platform and can attend requests immediately. I really liked that this platform allows you to manage each of the tickets and assign them automatically, the platform counts the number of agents available at a specific time, thus distributing the tickets equally among the number of total agents, so that no ticket left unattended. In addition, the Live Chat system of this platform and quite beneficial, allows to install a direct conversation with each of the clients that tries to communicate through this Chat window located on our website, the conversation is never interrupted. In addition, a ticket is created automatically every time we have a conversation with a client through this Chat, so that a record of this requirement is kept within the platform. Freshchat optimizes the conversations that we have between customers and the business and turns them into very smart and agile conversations that help the customer and make them feel more comfortable. Personally, I enjoy many features of Freshchat and one of them is the fact that it allows a good and stable service for customers to ask their questions and receive immediate answers, it is a fast service for both customers and us, we are able to receive all the requests and tickets and proceed as we should with every specific case. Freshchat allows us to customize the customer experience taking in mind all the different ways that a customer would want to solve an issue, and it allows us to create a self service platform that helps customer with any basic questions that they might have without needing to directly contact our customer support team, and helping them solve the issues themselves if they feel more comfortable doing so, also saving us so much time as we are able to receive and solve more profound issues that need the actual help of an agent. With Freshchat, the space given to us is very comfortable to work with, the inbox that Freshchat implements is very easy to work with and does not feel too crowded because it has a very modern look to it, making it easy to manage all the incoming messages and tickets from many channels, such as website, email, social media, and more. Freshchat allows us to combine all the social media platforms to be able to receive all the messages in the same inbox, which makes it easier to manage because we don't have to open separate inboxes to be able to chat with customers. I like that I can integrate a variety of communication channels so that customers choose their preferred one and because it is all unified, Freshchat allows me to keep track of all the incoming messages from different channels in on single place, the dashboard is intuitive and optimizes the channels so that it is easier to attend every customer and enhance the relationship with prospects, it also makes it way easier as it organizes the information that the clients want to know about so that we do not have to go over the same points all over again. Because Freshchat is a software that is heavily powered by Artificial Intelligence, it is one of its strongest points when it comes to providing a great customer service, it helps provide self assistance for customers without needing to reach out to us directly, and it helps everyone save a lot of time. The chatbots are very easy to set up, they do not require knowledge in coding and other engineering stuff, it is easily implemented with the right information that the customers need in order to solve all their doubts and without having to talk to one of our agents, which can be difficult if the customer is reaching out in non-working hours but still needs to solve an issue or question, this service provides the client with the right tools to still solve everything on their own. Super easy to use for a team. Easy to implement and doesn't require much technical knowledge to get going. Cons I did not have any type of problem using this platform, the main implementation process was quite simple, in addition, the use process was also simple, which allowed us to have constant attention to all our clients online and also through ticket management platform, in addition, allowed us to correctly configure all tickets, manage pending tickets and completed tickets and also allowed us to manage total agents. I don't have any complaints about this platform, I think it's good enough with Freshchat. When it comes to creating reports, I would like to see more customization options to be able to get the most out of the reports given by Freshchat, it is important to be able to access different information and analytics but the reports don't allow for much customization other than the default reports that the software provides, it is a key factor for us that we are able to analyze different aspects of how the software is working and if the results are satisfactory, it would be great to see this improvement coming soon so that we are able to analyze things more clearly. There are a few minor dislikes that I have about Freshchat, which are the following: - They do not have a spelling check tool added into the chats, which results in sometimes spelling something wrong accidentally and sending it like that, I think that most softwares nowadays have this tool included, especially if it is a communication solution, but this is not the case with Freshchat, and I think that it is an important part of speeding up and making the communication more automated. - The updates while attending a ticket need to be more customized, for example I would like to know if a chat is pending a response from the client and categorize it that way but it is not possible with this software and I think it would be a really helpful tool when organizing active tickets. - There were some issues with setting up the chatbot at first because sometimes it did not respond to some of the automation triggers that were set up for whenever a client contacted us. It's a very simple tool so there isn't a lot of advanced options.
Training Documentation Supported Webinars Supported Live Online Not Supported In Person Not Supported	Training Documentation Supported Webinars Not Supported Live Online Supported In Person Supported
Company Information Customerly Founded: 2017 Ireland www.customerly.io	Company Information Freshworks Founded: 2011 United States www.freshworks.com/live-chat-software/
Alternatives FROGED FROGED Technologies	Alternatives LiveAgent Quality Unit
Howazit	Zoho SalesIQ Zoho
Chattermill	Verloop.io Magiclane App Service Pvt. Ltd
Appcues	Watermelon
SurveyMonkey View All	Zendesk View All
Categories Live Chat Supported NPS Supported	Categories Chatbot Supported Conversational AI Supported Conversational Support Supported Live Chat Supported
Live Chat Features Canned Responses Supported Customizable Branding Not Supported Geo Targeting Supported Offline Form Not Supported Proactive Chat Supported Screen Sharing Supported Third Party Integration Supported Transfers / Routing Not Supported Website Visitor Tracking Not Supported	Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Supported Proactive Chat Supported Screen Sharing Supported Third Party Integration Supported Transfers / Routing Supported Website Visitor Tracking Supported Show More Features Chatbot Features Call to Action Supported Context and Coherence Supported Human Takeover Supported Inline Media / Videos Not Supported Machine Learning Supported Natural Language Processing Supported Payment Integration Not Supported Prediction Not Supported Ready-made Templates Supported Reporting / Analytics Supported Sentiment Analysis Not Supported Social Media Integration Not Supported Conversational AI Features Code-free Development Supported Contextual Guidance Supported For Developers Not Supported Intent Recognition Supported Multi-Languages Not Supported Omni-Channel Supported On-Screen Chats Supported Pre-configured Bot Supported Reusable Components Supported Sentiment Analysis Not Supported Speech Recognition Not Supported Speech Synthesis Not Supported Virtual Assistant Supported
Integrations Facebook Supported HelpShelf Supported Shopify Supported WordPress Supported Aircall Not Supported Bookinglayer Not Supported Boost.ai Not Supported Dooca Commerce Not Supported Enterpret Not Supported Freshservice Not Supported Kaily Not Supported KonnectzIT Supported LearnWorlds Not Supported Level AI Not Supported Neyox Not Supported Rambox Not Supported Refold Not Supported SaveMyLeads Not Supported Slack Not Supported Unremot Not Supported Show More Integrations View All 18 Integrations	Integrations Facebook Supported HelpShelf Supported Shopify Supported WordPress Supported Aircall Supported Bookinglayer Supported Boost.ai Supported Dooca Commerce Supported Enterpret Supported Freshservice Supported Kaily Supported KonnectzIT Not Supported LearnWorlds Supported Level AI Supported Neyox Supported Rambox Supported Refold Supported SaveMyLeads Supported Slack Supported Unremot Supported Show More Integrations View All 77 Integrations
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