All Freshchat Reviews

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Don

11 - 50 employees

Used less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

Reviewed June 2021

Freshchat is like a dashcam for your business

User Profile

Sushant

Verified reviewer

Education Management, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

We 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.

CONS

I 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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 .

PROS

I 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.

CONS

The 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.

User Profile

Shu

Verified reviewer

Retail, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

It appears to have robust features and they attempt to offer cutting edge technologies.

CONS

I 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

I 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.

CONS

One 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.

User Profile

Don

Verified reviewer

Writing and Editing, 11-50 employees

Used weekly for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

I 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.

CONS

I 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

I 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.

CONS

None 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

3

FUNCTIONALITY

5

Reviewed June 2023

Excellent chatbot

PROS

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.

CONS

It 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

It 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.

CONS

I 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

FUNCTIONALITY

5

Reviewed September 2023

Easy chat

PROS

It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.

CONS

I haven't found any issues with the chat as of yet.

Todor

Consumer Services, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

Eeasy to integarte and use. Simple and elegant interface.

CONS

I wish we could create AI agents who are as capable as ChatGPT

Anonymous

11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

This is an inexpensive chatbot and has campaign feature which i use very often on my website

CONS

It'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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

Cheap and affordable pricing Design is good

CONS

Sometimes 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

2

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed March 2023

Chat solution for enterprises

PROS

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.

CONS

Despite 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

Quick 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.

CONS

My 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

First, 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.

CONS

I 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

It's a very nice looking interface and aligns with our branding

CONS

It's prone to bugs and very frequently would stop working and the widget disappear

User Profile

Jatin

Verified reviewer

Computer Software, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed April 2019

A good chatting platform

PROS

Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos.

CONS

I 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed August 2021

Brilliant tool for live chat

PROS

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

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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)

CONS

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

User Profile

Bipin

Verified reviewer

Computer Software, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

2

EASE OF USE

3

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

Reviewed April 2018

Freshchat has many issues

PROS

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.

CONS

There 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.

User Profile

Phaneendra Kumar

Verified reviewer

Information Technology and Services, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

Mainly, 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

CONS

Options 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

Looked nice.. that's about it.

CONS

Did 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

- 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

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!

CONS

Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.

Showing 1 - 25 of 107 Reviews