Freshchat Logo
Freshchat Logo
Freshworks

Freshchat

Composite Score
8.0 /10
CX Score
8.1 /10
Category
Freshchat
8.0 /10

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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Freshchat won the following awards in the Chatbots category

Filter By

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

90 Plan to Renew

5
Since last award

75 Satisfaction of Cost Relative to Value

1
Since last award


{y}
{name}

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
14% Neutral
84% Positive

Pros

  • Altruistic
  • Generous Negotitation
  • Transparent
  • Fair

Feature Ratings

Average 78

Knowledgebase

82

Workflow Processing

79

Multi-channel

79

Integration With CRM

78

Leads Generation

77

Voice or Text Input

76

Wayfinding

76

Scheduled Availability

76

Learning and Adaptability

76

Natural Language Processing

75

Personalized Service

73

Vendor Capability Ratings

Average 76

Quality of Features

79

Breadth of Features

78

Ease of Data Integration

78

Usability and Intuitiveness

77

Ease of Implementation

77

Availability and Quality of Training

77

Ease of IT Administration

76

Vendor Support

74

Ease of Customization

74

Product Strategy and Rate of Improvement

73

Business Value Created

71

Freshchat Reviews

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

Manivannan A.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2024

"Efficient and Scalable"

Likeliness to Recommend

5 /10

What differentiates Freshchat from other similar products?

Freshchat stands out from other customer messaging platforms with its focus on a blend of automation, seamless integrations, and user-friendly design aimed at creating personalized customer interactions.

What is your favorite aspect of this product?

One of my favorite aspects of Freshchat is its AI-driven automation with Freddy AI. This feature streamlines customer support by intelligently routing messages, automating responses, and providing real-time suggestions, which saves time and makes agents more efficient.

What do you dislike most about this product?

One drawback of Freshchat is that it can sometimes have limited customization options for advanced workflows and reporting compared to more specialized customer support platforms. For teams needing highly tailored workflows or deep analytics capabilities, this can feel restrictive.

What recommendations would you give to someone considering this product?

Freshchat works best when integrated with other Freshworks products like Freshdesk and Freshsales Take full advantage of Freddy AI to automate common queries and assist agents with real-time suggestions.

Pros

  • Continually Improving Product
  • Trustworthy
  • Unique Features
  • Efficient Service

Kavinkiran K.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2024

Fantastic tool to maintain customer success

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

Ai features and ease of integration with my CRM

What is your favorite aspect of this product?

Freddy the assistant bot is one of my favourite features

What do you dislike most about this product?

Pricing could be brought down a bit

What recommendations would you give to someone considering this product?

Nothing comes to my mind

Pros

  • Continually Improving Product
  • Enables Productivity
  • Helps Innovate
  • Reliable

Most Popular Freshchat Comparisons