FreshDesk vs Freshchat: What are the differences?

Comparison between FreshDesk and Freshchat

1. Integration with other tools: FreshDesk is primarily a customer support software, while Freshchat is a live chat software. FreshDesk integrates with various tools such as CRM systems and email marketing platforms, making it ideal for comprehensive customer support. On the other hand, Freshchat is more focused on real-time communication with website visitors and offers integrations with tools like Slack for team collaboration.

2. User Interface: FreshDesk has a more structured and organized interface designed for managing customer tickets, processing requests, and tracking responses. In contrast, Freshchat has a simplistic and intuitive interface optimized for engaging in quick conversations with website visitors. The clutter-free design of Freshchat enhances the user experience for both support agents and customers.

3. Automation capabilities: FreshDesk offers advanced automation capabilities, such as predefined responses, ticket routing, and time-based triggers, to streamline customer support processes. Freshchat, on the other hand, provides automation features specifically tailored for live chat functions, such as chatbot responses, smart campaigns, and automated assignment of chats to agents based on availability or expertise.

4. Focus on customer engagement: FreshDesk focuses on managing customer queries and requests efficiently through ticketing systems, while Freshchat emphasizes real-time customer engagement through live chat conversations. FreshDesk enables businesses to provide reactive support, while Freshchat facilitates proactive engagement by enabling businesses to initiate chat conversations with website visitors based on specific triggers or actions.

5. Reporting and analytics: FreshDesk offers robust reporting and analytics features that provide insights into support ticket volumes, agent performance, customer satisfaction ratings, and response times. Freshchat also offers reporting capabilities tailored for live chat interactions, including metrics like chat volumes, response times, customer ratings, and chatbot performance. However, Freshchat's analytics are more geared towards evaluating chat engagement and conversation quality.

6. Customization options: FreshDesk provides extensive customization options for ticket forms, knowledge base, and agent roles to align with varying business needs and customer requirements. Conversely, Freshchat offers customization options focused on chat widget appearance, automated greetings, chatbot responses, and branding, allowing businesses to personalize the live chat experience for their website visitors. The level of customization provided by both platforms caters to different aspects of customer support and communication strategies.

In Summary, FreshDesk and Freshchat offer distinct features and functionalities that cater to specific aspects of customer support and engagement, highlighting differences in integration capabilities, user interfaces, automation, customer engagement focus, reporting tools, and customization options.