All Freshchat Reviews
1-25 of 107 Reviews
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Don
11 - 50 employees
Used less than 2 years
OVERALL RATING:
4
Reviewed June 2021
Freshchat is like a dashcam for your business
Sushant
Verified reviewer
Education Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2022
Excellent tool to provide superior customer experience
Overall, Freshchat is a great tool for the customer support team. It easily gets integrated with most of the tools. We have used the integration of Freshchat & Freshdesk to manage live chat and tickets.
PROSWe were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team.
CONSI liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.
Manar
Health, Wellness and Fitness, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Fresh Chat - positive and negative points
In general , its good tool for direct contact with clients , user friendly for agents like any platform can always be improved .
PROSI like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated
CONSI prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .
Shu
Verified reviewer
Retail, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed October 2020
Highlight disappointed. Customer service is almost non-existent. Too many technical difficulties.
Highly disappointed.
PROSIt appears to have robust features and they attempt to offer cutting edge technologies.
CONSI am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it.
Reason for choosing Freshchat
Because we also use FreshDesk
Abhishek
Verified reviewer
Information Technology and Services, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2022
Low code no code budget friendly chatbot platform
It is overall good for development of simple chatbots like fact sheet chatbot.
PROSAdding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.
CONSCondition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.
Reason for choosing Freshchat
We already have good partnership with freshdesk tool & we compared it with all the use cases that we have it match all our requirements.
Reasons for switching to Freshchat
It was too expensive for our company.
Ted
Consumer Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Best Support Chat App
It is helping by giving our customers a quick, familiar and simple way of contacting us so that they can receive the support they need. So ultimately it is helping our business grow.
PROSIt is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.
CONSI wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.
Arjun
Verified reviewer
Education Management, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed January 2023
Cheap and easy to use chat function for small organisations
It's been fine. Customer support was poor
PROSIt has a very basic but good AI chat bot, covers most of the operational needs
CONSThe software does not provide a ticketing system, though their is an AI layer query management requires a desk
Reason for choosing Freshchat
It was easy to use and we had a startup plan
Reasons for switching to Freshchat
Cheaper product
Jason
Verified reviewer
Computer Software, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2019
An excellent entry into live chat support
Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.
PROSFresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.
CONSPerhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.
Muneeba
Verified reviewer
Research
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed March 2018
Bring customer servie level to the next level
I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.
CONSIt was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!
Yuri
Information Technology and Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed September 2023
Easy chat
It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.
CONSI haven't found any issues with the chat as of yet.
Todor
Consumer Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2023
Awsome Chat tool
It helps us provide 24/7 support via a familiar and convenient channel
PROSEeasy to integarte and use. Simple and elegant interface.
CONSI wish we could create AI agents who are as capable as ChatGPT
John Elias
Automotive, 11-50 employees
Used less than 6 months
OVERALL RATING:
2
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed December 2019
Abysmal Support, Had to push hard to get our money back.
They have a nice suite of products with a competitive feature set. However, after-sales support was terrible and we could not confidently continue doing business with them.
PROSThe interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.
CONSHopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.
Reason for choosing Freshchat
We chose it as during the trial, it met our needs. Once we start paying for the software, things quickly started going downhill.
Karan
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2022
User-friendly interface & pricing structure
Easy to manage tool that optimizes customer interaction, an incredible tool to have for a lean team. Much better than their competitors with respect to user interface, pricing, and customer support!
PROSWe could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.
CONSAlthough the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed June 2020
No notifications to admin or agent when inbox is not open
Cheap and affordable pricing Design is good
CONSSometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often. They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open
Anonymous
2-10 employees
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2023
Chat solution for enterprises
The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it.
CONSDespite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors.
Michael
Consumer Services, 10,000+ employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Freshchat: Communicate via Online Chatbot to Provide Sales Information and Devices
I’ve used Freshchat services as a loan consumer and subscription service. The ease of use in communicating about my financial inquiries, subscription to HP Instant Ink, have been easy to use.
PROSMy experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations.
CONSMy experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human.
Darcey
Financial Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed September 2020
Easy for employees to use - quite difficult / buggy from a customer service perspective + technical
Quite negative - we have moved providers
PROSIt's a very nice looking interface and aligns with our branding
CONSIt's prone to bugs and very frequently would stop working and the widget disappear
Kobi
Used daily for free trial
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed May 2018
The main thing that attracted me to Freshchat was that it looked good...1 was vain
It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook
CONSCustomer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time. Documentation is poor - they have a page that tells you to copy some code. There is no link to the code! Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears) Making changes mainly requires you to add additional code to the site instead of in the settings.
Okechukwu
Gambling & Casinos, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed August 2021
Brilliant tool for live chat
Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software. Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making
CONSThe AI system was a bit confusing for starters
Reasons for switching to Freshchat
Better pricing for Freshchat
James
Marketing and Advertising, 1 employee
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
In a world of chat and bot solutions, Freshchat wins for me
It helps us connect with our customers on a professional level across multiple platforms.
PROS- Professional (why do so many chat apps look so childish?) - Free tier (that is actually useful and doesn't impose ridiculous limits) - Amazing support (even on the free tier, the team go above and beyond)
CONSI haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.
Bipin
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed April 2018
Freshchat has many issues
It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details.
CONSThere are numerous things like: - Poor on-time notifications of web visitors. - Take almost 10 secs to the chat box to appear after initializing a chat. - Difficult to transfer chat. - Really bad customer support.
Phaneendra Kumar
Verified reviewer
Information Technology and Services, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed December 2022
Best Omnichannel Chat Platform for Businesses
Too good, I am still with them for one of my clients because they liked it very well. The UI does all the magic, it looks really fresh.
PROSMainly, best Mobile SDK in this segment, Omnichannel communication, Multiple accounts on each channel like facebook, instagram etc.,, easily integrate with whatsapp, best-in-class chatbots
CONSOptions to send SMS through Twilio which is costly for India where lot of cheap options are available. Option to add custom SMS Gateway would have been nice.
Reason for choosing Freshchat
I have tried some other products, but I required Mobile SDK to chat with my customers on my app, that's the reason I chose this product among others.
Aaron
Used daily for free trial
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed October 2017
Tried on our website, did not work, no support.
None, just a waste of my time.
PROSLooked nice.. that's about it.
CONSDid not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes. The support told me to check my settings, still didn't work. Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in? BUYER BEWARE - what a joke.
Anonymous
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2018
Great SDK to interact with our customers easily
- Greatly helps in talking to our customer via the application - They provides iOS, Android and Web SDK to integrate in all platforms - Channels are great, so we can send like a notification to users - Tagging each users with custom fields is great
CONS- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.
Anonymous
2-10 employees
Used less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed September 2018
One of the best modern communication tools
One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!
CONSCompared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.