Freshchat Logo
Freshchat Logo
Freshworks

Freshchat

7.7 /10
Category
Freshchat
7.7 /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


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Awards & Recognition

Freshchat won the following awards in the Chatbots category

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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.

85 Likeliness to Recommend

86 Plan to Renew

1
Since last award

76 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+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?

4% Negative
16% Neutral
80% Positive

Pros

  • Helps Innovate
  • Trustworthy
  • Caring
  • Security Protects

Feature Ratings

Average 81

Knowledgebase

84

Integration With CRM

84

Wayfinding

83

Workflow Processing

83

Multi-channel

82

Leads Generation

81

Voice or Text Input

80

Natural Language Processing

79

Scheduled Availability

78

Application Programming Interface

77

Personalized Service

74

Vendor Capability Ratings

Average 79

Quality of Features

84

Ease of Data Integration

83

Availability and Quality of Training

82

Ease of Implementation

81

Vendor Support

81

Breadth of Features

79

Usability and Intuitiveness

78

Ease of IT Administration

78

Product Strategy and Rate of Improvement

76

Ease of Customization

76

Business Value Created

74

Freshchat Reviews

Aly B.

  • Role: Finance
  • Industry: Finance
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2023

Features Work

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

You are spoken to like a human and not like a robot

What is your favorite aspect of this product?

How quick the communication is with actual help

What do you dislike most about this product?

Use can be difficult for group settings

What recommendations would you give to someone considering this product?

No recommendations at this time

Pros

  • Trustworthy
  • Efficient Service
  • Caring
  • Respectful

Waleed K.

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

Submitted Aug 2023

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Freshchat is developed by Freshworks, which offers a suite of customer support tools. This integration allows for smooth collaboration between customer support and messaging, enhancing overall customer experience.

What is your favorite aspect of this product?

Multi-channel Communication: Freshchat supports communication across various channels, including website, mobile app, and social media platforms. This versatility ensures businesses can engage customers wherever they prefer.

What do you dislike most about this product?

Pricing structures can be a common concern for users, especially if they feel that the cost of Freshchat does not align with the value they receive.

What recommendations would you give to someone considering this product?

Take a deep dive into Freshchat's features and capabilities. Ensure that the platform offers the functionality you require, such as chatbots, multi-channel support, analytics, integrations, and customization options.

Pros

  • Continually Improving Product
  • Reliable
  • Trustworthy
  • Inspires Innovation

Ravi K.

  • Role: Vendor Management
  • Industry: Retail
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2022

An array of features but not so easy to implement

Likeliness to Recommend

6 /10

What differentiates Freshchat from other similar products?

The omni channel experience of which Freshchat is a part of sets apart them from similar products

What is your favorite aspect of this product?

Creating workflow to route chats to relevant agents based on user's query type.

What do you dislike most about this product?

Custom implementations and third part integrations are surely not the easiest one out there. Also, creating custom rules becomes a lot challenging as system is not that intuitive.

What recommendations would you give to someone considering this product?

It is a good tool if you are looking to get the entire suite and provide your users with an omni channel experience. If you have custom use cases then please check what all you can achieve beforehand.

Pros

  • Respectful
  • Generous Negotitation
  • Transparent
  • Helps Innovate

Cons

  • Less Reliable
  • Less Performance Enhancing
  • Less Effective Service

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