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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.

Freshchat Software - Bot Builder
Freshchat Software - Campaigns
Freshchat Software - Inbox
Freshchat Software - Intgerations
Freshchat Software - Analytics

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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

Alternatives Considered:

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

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

Great Chat Option

5.0 2 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.

Pauline
SDR in Spain
Computer & Network Security, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Freshchat Review

3.0 3 weeks ago New

Pros:

The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite.

Cons:

The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done...

Jayanth
Project Manager in US
Insurance, 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 6 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

Alternatives Considered:

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

4.0 4 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.