Freshchat Software


Freshchat is a cloud-based live messaging solution that helps sales and customer service teams engage with prospective buyers. The key features of the solution include automated messages, in-app campaigns, automated lead generation using chatbots and integrated customer self-service.

Freshchat offers a priority inbox that helps sales teams to manage and respond to customer inquiries. Additionally, FreshChat includes features like custom dashboard views for individual team members, widgets, team segmentation, client information and more.

The CRM autoload feature allows chatbots to automatically update leads into a database for sales teams. Users can also set up multilingual FAQs to help address customer queries. Assignment rules enable businesses to assign conversations to specific team members or groups based on pre-set conditions.

Freshchat is available per user per month. Support is offered via email, chat and over the phone.

Conversations
Conversations

Conversations

Add new assignment rule

Add new assignment rule

Chatbot

Chatbot

Customer feedback popup

Customer feedback popup

Agent settings

Agent settings

Languages

Languages

Supported Operating System(s):

Web browser (OS agnostic)



30 Reviews of Freshchat

Overall rating

4.0 / 5 stars

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Showing 1 - 20 of 30 reviews

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Freshchat

Pros

Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help.

UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.

Cons

This used to be included in the fresh desk plan but is now an additional purchase.

Review Source: Capterra

Joseph from LDS Mission Training Center

Number of employees:  2-10 employees

Ease-of-use

Functionality

November 2018

I am just a customer using this software

I've used this chat service on multiple occasions on a specific website when order bulk items. The chat experience has always been the same, which is nice. It is simple to see where to click to open the chat, there is an option to minimize the chat window. It's easy to know when you are getting a response. I've had a good overall experience.

Pros

It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.

Cons

I honestly can't think of any from the customer side of things. I don't know on the other side.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The Best Chat App Imimented Easily

Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites.

Pros

It’s UI is incredible, super easy to use but with all of the features you would expect and more!

Cons

I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Troy from AddressTwo

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Simple Easy To Use and Added a Huge Value to Our Customer Support/Training

Pros

Really enjoyed learning about the software as soon as I signed up for the free trial.
I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Cons

Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!

Review Source: GetApp

Krishna from Gulf Bio Analytical

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Easy to set up and easy to manage

Good and easy to set up

Pros

All required options are available. Reports and dashboard features are good.

Cons

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Modern Design, Useful information

Pros

Its design is very attractive which customer finds it easy to use. It give us leverage when communicating with the customers.
Added information regarding the customers are also very helpful on giving us an idea how to handle/communicate.
Easy to setup. With offline mode.

Cons

Message notification from customers can be improved. Customer service sometimes missed messages due to this.

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Freshchat - Straightforward and Easy to Use

This has improved customer communication and resolving issues in a timely manner. Very proactive approach.

Pros

The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.

Cons

Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

A great chat widget

Pros

I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.

Cons

There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.

Review Source: Capterra

Lavanya from Testsigma

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great tool for instant chat

The Sales team is greatly using the tool and is really liking it!

Pros

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Cons

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

Review Source: Capterra

Kobi from Kobestarr Digital

Ease-of-use

Value for money

Customer support

Functionality

May 2018

The main thing that attracted me to Freshchat was that it looked good...1 was vain

Pros

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

Customer 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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Absolutely awesome tool for customer interactions via live chat!!

Pros

The UI is refreshing and usage is quite easy. It is easy to get started and the simplicity of the UI allows to learn the functionality easily. Sincerely saying, I haven't tried many other chat tools but I can vouch that this is one of the good ones.

Cons

Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Pratik from CodiHub

Number of employees:  1 employee

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Just a bit expensive for Entrepreneurs

Sales improvements

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.

Review Source: Capterra

Bipin from CloudQA

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Yan from Premium Consulting

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

We use it on our website.

We can engage more website visitors.

Pros

It's well-balanced and not expensive, unlike alternatives. We trialed with other solutions but after we used free version for a while, decided to go with them. We also use Freshsales and both solutions integrate well.

Cons

No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.

Review Source: Capterra

Jacob from JP Industries

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Terrible Product

Lost a few customers

Pros

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Cons

That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.

Review Source: Capterra

Muneeba from TRG

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Bring customer servie level to the next level

Pros

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.

Cons

It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!

Review Source: Capterra

Tristan from Holdingbay

Ease-of-use

Value for money

Customer support

Functionality

February 2018

easy to set up and integrate with our Freshdesk

Pros

Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day.
The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

Review Source: Capterra

Response: Freshworks, Freshworks

February 2018

Thank you for your review Tristan. If there is anyway we can improve your experience with Freshchat I will be more than happy to help you.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

December 2017

Modern customer support tool

cost effective and being online for our customers 24/7

Pros

Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!

Cons

We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item

Review Source: Capterra

Displaying 1 - 20 of 30 reviews