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.
Rameez
Retail, 1,001-5,000 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2019
Great for front end customer service
I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .
PROSI love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.
CONSThe bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.
Reason for choosing Freshchat
We purchased licences for Freshdesk and naturally wanted to try out Freshchat as well.
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
Marek
Financial Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed May 2023
Freshchat Review
Overall, my experience with Freshchat was positive. It was a reliable and efficient platform that helped me provide better support to my customers. While there were some areas for improvement, such as the reporting capabilities, the platform was a valuable addition to my customer support toolkit.
PROSI really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes.
CONSOne thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.
Don
Verified reviewer
Writing and Editing, 11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2021
Freshchat is like a dashcam for your business
Love FreshChat. I think it seriously is like having a portal into your users desktop and they are actively on my pages. TOP TIP - dont set it up on homepage, set it up on inner pages of your site.
PROSI love that it alerts me when someone wants to chat. They are on my site - have read my copy and want to engage with me before potentially leaving my site.
CONSI think some browsers do have features that block some users. Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes.
Reason for choosing Freshchat
I wanted live chat not Q&A.
Lecy
Leisure, Travel & Tourism, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
FUNCTIONALITY
3
Reviewed February 2022
Didn't Stick with Freshdesk Messaging
Overall I had a poor experience with Fresdesk Messaging. I would honestly not recommend it to others based on my short experience. Again, we only used it for a trial run but all of my team members were fine to move on to the next option.
PROSI was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.
CONSNone of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.
Reasons for switching to Freshchat
We wanted something with a smaller footprint.
Jesus Emmanuel
Verified reviewer
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
5
Reviewed June 2023
Excellent chatbot
I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.
CONSIt would be great to be able to program the bot through some API
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.
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
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed June 2022
Inexpensive chat bot for website
I have been using is for more than 2 yesrs now and i like it as it's totally worth of it's price.
PROSThis is an inexpensive chatbot and has campaign feature which i use very often on my website
CONSIt's not very customisable and does not have features like lead generation.
Reason for choosing Freshchat
It's less expensive
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.
Faiz
Computer Software, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2019
Good tool but needs some improvement
Overall has been good but the notification issue is the big problem for me.
PROSQuick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.
CONSMy biggest gripe is that the notification is not up to standard. Unless your on one of the Fresh suite the popup does not appear when a new chat comes in. This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you.
Tarek
Outsourcing/Offshoring, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2023
The best way to handle and satisfy your customers
Lovely experience and very useful for my role.
PROSFirst, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely.
CONSI have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline.
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
Jatin
Verified reviewer
Computer Software, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed April 2019
A good chatting platform
Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.
CONSI don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type.
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.