Freshchat software


26 reviews(4.0/5)
26 reviews(4.0/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

26 Reviews of Freshchat

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  • Troy from AddressTwo

    Number of employees: 2-10 employees

    September 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Krishna from Gulf Bio Analytical

    Number of employees: 201-500 employees

    August 2018

    Easy to set up and easy to manage

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    July 2018

    Modern Design, Useful information

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 51-200 employees

    July 2018

    Freshchat - Straightforward and Easy to Use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    July 2018

    This software was easy to use and didn't require any training.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It made it easy to get help and get questions answered. I didn't have to wait long and it was easy to read. I also liked that it listed the times of the chats as this was helpful in knowing how long the representative was taking to answer questions.

    Pros

    The software is simple to use from the customer end. All I needed to do was type my questions and comments, and the representative on the other side was able to type their responses. The chat was easy to read and attractive.

    Cons

    There really wasn't much to dislike, but if I had to say something, I would say that the chat window was a little large at times. It would be nice to be able to reduce its size and not just minimize it.

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

    July 2018

    A great chat widget

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 11-50 employees

    May 2018

    Great tool for instant chat

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 11-50 employees

    April 2018

    Absolutely awesome tool for customer interactions via live chat!!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    April 2018

    Great SDK to interact with our customers easily

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Pratik from CodiHub

    Number of employees: 1 employee

    April 2018

    Just a bit expensive for Entrepreneurs

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Number of employees: 11-50 employees

    April 2018

    Freshchat has many issues

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Yan from Premium Consulting

    Number of employees: 2-10 employees

    March 2018

    We use it on our website.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    March 2018

    Terrible Product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    March 2018

    Bring customer servie level to the next level

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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!

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

    February 2018

    easy to set up and integrate with our Freshdesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    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.

  • Verified Reviewer

    December 2017

    Modern customer support tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Aaron from DODA

    October 2017

    Tried on our website, did not work, no support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Shikhil from Czar Securities

    Number of employees: 2-10 employees

    September 2017

    A refreshing new product in chat industry but limited features!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    - Great interface for end customers - Limited features, but done right - Free trial available with full features to test - Great customer support - The backend dashboard UI is good

    Pros

    Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

    Cons

    Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

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

    February 2017

    Good tool when getting started

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    They have a free plan which is pretty good but keep in mind, if you are chatting with customers at scale, their feature set is very limited. I would definitely keep them in mind because their products do mature quickly but at this time, they don't have the number one product on the market. But it is free so it is a great start.

    Review Source: Capterra
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