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

Pauline E.

Role: Sales Marketing
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Fantastic product!

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

Their support team & product specialists are amazing. The features are amazing, especially the chatbot - saves a lot of time & effort. Wide pricing plans to choose from.

What is your favorite aspect of this product?

Constant renovation to answer to customers' needs.

What do you dislike most about this product?

That it does not really support Arabic. We are an Arabic EdTech, and we need the translations to be accurate.

What recommendations would you give to someone considering this product?

Work more on the translation, and do not use Google Translate.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Navneet S.

Role: Vendor Management
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and easily trainable with new users.

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Very different from the legacy tools which were used earlier.

What is your favorite aspect of this product?

Conversation groups

What do you dislike most about this product?

Sometimes laggy

What recommendations would you give to someone considering this product?

If they are looking for a product that is easily trainable then it's the simple choice.

Pros

Continually Improving Product
Reliable
Trustworthy
Unique Features

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

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

Pauline E.

Fantastic product!

Likeliness to Recommend

Pros

Navneet S.

Easy to use and easily trainable with new users.

Likeliness to Recommend

Pros

Ravi K.

An array of features but not so easy to implement

Likeliness to Recommend

Pros

Cons

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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