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Freshworks Inc.

Freshchat

Composite Score

8.1 /10

CX Score

8.3 /10

46 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

92 Plan to Renew

78 Satisfaction of Cost Relative to Value

1
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.

+86 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?

1% Negative

14% Neutral

85% Positive

Pros

Transparent
Friendly Negotiation
Performance Enhancing
Helps Innovate

Feature Ratings

Average 78

Knowledgebase

Integration With CRM

Multi-channel

Workflow Processing

Natural Language Processing

Scheduled Availability

Leads Generation

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Average 77

Ease of Data Integration

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Vendor Support

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

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

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

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

92 Plan to Renew

78 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+86 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

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.

Multi-channel Supports live chat, mobile app, powerbot and messenger

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.

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.

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.

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.

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.

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.

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.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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 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.

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 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.

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.

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.

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

Lokesh S.

User-Friendly, but Advanced Features Cost Extra

Likeliness to Recommend

Pros

Aly B.

Features Work

Likeliness to Recommend

Pros

Waleed K.

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Knowledgebase

Integration With CRM

Multi-channel

Workflow Processing

Natural Language Processing

Scheduled Availability

Leads Generation

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Ease of Data Integration

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created