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

Ease of IT Administration

Availability and Quality of Training

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

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

Lokesh S.

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

Validated Review

Verified Reviewer

Submitted Sep 2024

User-Friendly, but Advanced Features Cost Extra

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

Freshchat is unique because it has a sleek and user-friendly interface that makes managing conversations a breeze. It lets you engage with customers across different channels, like web and social media, and has great tools for teamwork, so agents can collaborate easily. The AI-powered chatbots handle simple questions, freeing up your team for more complex issues, and the detailed analytics help you keep track of how well everything is working.

What is your favorite aspect of this product?

My favorite aspect of Freshchat is its modern and user-friendly interface. It makes it really easy for agents to navigate conversations and manage customer interactions efficiently, which helps improve response times and overall customer satisfaction.

What do you dislike most about this product?

What I dislike most about Freshchat is that some of its more advanced features are only available in the higher-tier plans. This can make it challenging for smaller businesses or those on a budget to access the full range of functionalities they might need for effective customer engagement.

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 it fits your business needs. Take the time to familiarize yourself with the interface and utilize the available resources and tutorials. Additionally, evaluate your customer support requirements carefully, as this will help you determine if you need to upgrade to a paid plan for access to advanced features.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

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.

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

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.

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

Manivannan A.

"Efficient and Scalable"

Likeliness to Recommend

Pros

Lokesh S.

User-Friendly, but Advanced Features Cost Extra

Likeliness to Recommend

Pros

Aly B.

Features Work

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

Ease of IT Administration

Availability and Quality of Training

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created