Freshworks Inc.

Freshchat

Composite Score

7.9 /10

CX Score

8.1 /10

44 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.

84 Likeliness to Recommend

92 Plan to Renew

2
Since last award

77 Satisfaction of Cost Relative to Value

3
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

15% Neutral

84% Positive

Pros

Transparent
Friendly Negotiation
Helps Innovate
Performance Enhancing

Feature Ratings

Average 77

Knowledgebase

Integration With CRM

Workflow Processing

Multi-channel

Natural Language Processing

Leads Generation

Scheduled Availability

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Average 76

Ease of Data Integration

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

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

Karolina A. O.

Role: Consultant
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Perfect for support and chat campaigns

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

I have tested a couple of tools and decided to go with Freshworks 3 years ago, and I was always happy about this decision. First, I was looking for a tool that would allow me to chat with my clients but convert them into tickets to keep the whole support history visible in one place, including collaboration on the ticket with other departments via Jira integration. Most chat vendors didn't offer this possibility. I can't imagine leading a tech company with just chat, but I also believe that we shouldn't push clients to create tickets themselves and support only via email. It helps us also during the fre trial with its chat campaign features.

What is your favorite aspect of this product?

Converting chats into tickets in Freshdesk, chat campaigns, usability, great UI which is friendly to eyes even when someone needs to use the tool during the whole day. Easy way to trigger chats on specific events or URLs and business hours changes.

What do you dislike most about this product?

Old plans don't offer a screen-sharing feature and for now, it wouldn't bring us enough value to justify switching to new plans.

What recommendations would you give to someone considering this product?

Consider full omnichannel from Freshworks as it will give you the option to use chat, desk (ticketing), and caller (phones).

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rahul Anand K.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and Effective

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

It is easy to use not complex like some other products

What is your favorite aspect of this product?

Customer Support

What do you dislike most about this product?

There could have been some more features such as selecting priority chat, pending chat, or mentioning someone from the same team other that assign

What recommendations would you give to someone considering this product?

Great tool and value for money

Pros

Reliable
Trustworthy
Saves Time
Fair

Shiko M.

Role: Industry Specific Role
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Great Features!

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Its Learning and Adaptability is Impressive

What is your favorite aspect of this product?

The vendor support is great Excellent customer service Ease of Use

What do you dislike most about this product?

I love this tool. I simply cannot think of something I dislike.

What recommendations would you give to someone considering this product?

Freshchat offers new ways of communication. It helps in marketing especially personalized marketing. This tool offers value for your money.

Pros

Helps Innovate
Reliable
Enables Productivity
Efficient Service

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

84 Likeliness to Recommend

92 Plan to Renew

2 Since last award

77 Satisfaction of Cost Relative to Value

3 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.

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.

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

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.

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.

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.

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.

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.

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.

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

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

Karolina A. O.

Perfect for support and chat campaigns

Likeliness to Recommend

Pros

Rahul Anand K.

Easy to use and Effective

Likeliness to Recommend

Pros

Shiko M.

Great Features!

Likeliness to Recommend

Pros

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Feature Ratings

Knowledgebase

Integration With CRM

Workflow Processing

Multi-channel

Natural Language Processing

Leads Generation

Scheduled Availability

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Ease of Data Integration

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created