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What Is Freshchat?

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.

With the world moving towards contactless service, customers expect on-demand, personalised support on familiar channels that are easily accessible.

This is where businesses use Freshchat's powerful messaging platform to service their customers on various digital channels using a blend of automation

Who Uses Freshchat?

Freshchat target market comprises customer support, teams of Saas, and eCommerce companies with up to 50 team members using the product.

Where can Freshchat be deployed?

Cloud-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshchat support

  • Phone Support
  • 24/7 (Live rep)

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 224 others

Languages

Chinese, Dutch, English, French, German and 9 others

Freshchat pricing

Starting Price:

US$15.00/month
  • Yes, has free trial
  • Yes, has free version

Freshchat has a free version and offers a free trial. Freshchat paid version starts at US$15.00/month.

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshchat support

  • Phone Support
  • 24/7 (Live rep)

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 224 others

Languages

Chinese, Dutch, English, French, German and 9 others

Freshchat videos and images

Freshchat Software - Bot Builder
Freshchat Software - Campaigns
Freshchat Software - Inbox
Freshchat Software - Intgerations
Freshchat Software - Analytics
View 5 more
Freshchat Software - Bot Builder
Freshchat Software - Campaigns
Freshchat Software - Inbox
Freshchat Software - Intgerations
Freshchat Software - Analytics

Features of Freshchat

  • AI/Machine Learning
  • Activity Dashboard
  • Alerts/Notifications
  • Augmented Analytics
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • CRM Software
  • Chat/Messaging
  • Chatbot Software
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Customer Experience Management
  • Customer History
  • Customer Support Software
  • Customizable Branding
  • Customizable Templates
  • Geotargeting
  • Interaction Tracking
  • Knowledge Base Management
  • Language Detection
  • Live Chat Software
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Natural Language Processing
  • Offline Form
  • One-to-One Messaging
  • Performance Metrics
  • Pre-Configured Bot
  • Proactive Chat
  • Query Suggestions
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Support Ticket Management
  • Task Management Software
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant

Alternatives to Freshchat

Tidio is a customer service platform that enables you to provide timely support and generate sales with live chat, automation and AI Learn more about Tidio
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An all-in-one customer engagement tool with live chat, website visitor tracking, and analytics capabilities.
Cloud-based solution that assists with customer communications through business interactions, automation, messaging and more.
Tools that enable marketing, comms and PR pros to monitor, analyze and influence the world around them.
Powerful live chat software built for super fast customer support.
Beautiful Live chat solution with CRM and Help Desk integration and powerful reporting capabilities. GDPR Ready and Accessible. API.

Reviews of Freshchat

Average score

Overall
4.1
Ease of Use
4.1
Customer Service
3.9
Features
4.0
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Amirullah
Amirullah
Product Specialist in Indonesia
Verified LinkedIn User
Marketing & Advertising, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Freshchat is User-Friendly Apps

5.0 last year

Comments: We are very happy with the features in Freshchat, starting from Segmentation and even the Advanced Automation feature which makes it easy for us to create reminders for each of our Agents.

Pros:

Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business

Cons:

Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada

Alternatives Considered: UChat

Reasons for Switching to Freshchat: Due to the need to create a ticket support system as well

Jessica
IT Specialist in US
Construction, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Great Chat Option

5.0 4 months ago

Comments: Overall experience has been fantastic. One of the things we wanted to do before we made the switch was test out the chatbot on our website to make sure that the transition was smooth, and we were assisted every step of the way with implementation.

Pros:

At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format.

Cons:

The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page.

Darien
Darien
Associate Pastor in Canada
Verified LinkedIn User
Religious Institutions, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

3.0 3 years ago

Comments: Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pros:

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons:

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Jayanth
Project Manager in US
Insurance Software, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Freshchat is a very capable chat tool that is highly recommended for any business

4.0 8 months ago

Comments: Freshchat is used as a Live chat on our website which has bots to collect customer information & smartly transfer chat to agents. Freshchat has helped our business convert more prospects to sales & increased our customer's support & satisfaction overall too!

Pros:

- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup

Cons:

- No support on weekends- Occasional bugs

Yann
Yann
Podcasting Consultant in Finland
Online Media, Self Employed
Used the Software for: 6-12 months
Reviewer Source

A solid tool to provide top-notch customer support through live chat

4.0 5 years ago

Comments: Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Pros:

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Cons:

The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Alternatives Considered: BirdSeed

Reasons for Switching to Freshchat: Because I had used another tool by Freshworks in the past and because of Freshchat overall presentation (features, design, etc.)