Freshworks

Freshchat

Composite Score

7.9 /10

CX Score

8.0 /10

42 Reviews Write a Review

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What is Freshchat?

Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.

Company Details

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Awards & Recognition

Freshchat won the following awards in the Chatbots category

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1 Top Rated Capabilities

0 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

Freshchat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshchat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

1
Since last award

91 Plan to Renew

1
Since last award

76 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshchat?

2% Negative

15% Neutral

83% Positive

Pros

Fair
Transparent
Friendly Negotiation
Altruistic

Feature Ratings

Average 77

Knowledgebase

Multi-channel

Integration With CRM

Workflow Processing

Leads Generation

Wayfinding

Natural Language Processing

Learning and Adaptability

Voice or Text Input

Scheduled Availability

Personalized Service

Vendor Capability Ratings

Average 76

Quality of Features

Ease of Data Integration

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created

Also Featured in...

Conversational AI

Score 8.0

View Freshchat in this category (opens in a new tab)

Freshchat Reviews

RAJAT S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2025

Great chat tool, but limited features.

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Freshchat is different because it combines live chat, bots, and automation all in one, making it easier to provide efficient and personalized customer support.

What is your favorite aspect of this product?

My favorite part of Freshchat is how it brings together live chat, bots, and automation, making customer support smooth and efficient all in one place.

What do you dislike most about this product?

What I dislike most about Freshchat is that some advanced features, like detailed analytics and reporting, are only available in higher-tier plans.

What recommendations would you give to someone considering this product?

If you're thinking about using Freshchat, it's perfect for combining live chat and automation. But if you need detailed reports or advanced features, you might need to upgrade to a higher plan.

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Aakash S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Great features, but can be costly.

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

Freshchat different is its focus on a modern messaging experience, with features like smart chatbots and in-app messaging that work well with other Freshworks tools, helping businesses connect with customers easily across different channels.

What is your favorite aspect of this product?

My favorite aspect of Freshchat is its AI-powered chatbots, which help businesses provide quick responses to customer inquiries and improve overall engagement without needing constant human involvement.

What do you dislike most about this product?

Freshchat is that some users may find the pricing for advanced features to be higher than expected, which can be a barrier for smaller businesses or startups.

What recommendations would you give to someone considering this product?

If you're considering Freshchat, I recommend starting with the free trial to explore its features and see how well it fits your business needs before committing to a paid plan.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mohit S.

Role: Information Technology
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2024

Easy to use, almost under price and very helpful

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

Usability and user experience

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Nothing at all

What recommendations would you give to someone considering this product?

If you are looking for a tool that easy to use and under price

Pros

Helps Innovate
Enables Productivity
Trustworthy
Efficient Service

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

1 Since last award

91 Plan to Renew

1 Since last award

76 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love Freshchat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Multi-channel Supports live chat, mobile app, powerbot and messenger

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Also Featured in...

Conversational AI

Freshchat Reviews

RAJAT S.

Great chat tool, but limited features.

Likeliness to Recommend

Pros

Aakash S.

Great features, but can be costly.

Likeliness to Recommend

Pros

Mohit S.

Easy to use, almost under price and very helpful

Likeliness to Recommend

Pros

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Feature Ratings

Knowledgebase

Multi-channel

Integration With CRM

Workflow Processing

Leads Generation

Wayfinding

Natural Language Processing

Learning and Adaptability

Voice or Text Input

Scheduled Availability

Personalized Service

Vendor Capability Ratings

Quality of Features

Ease of Data Integration

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created